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All staff taking inbound calls through the ONE Customer Service Center have migrated to the new platform. This completes phase 1 of the ONE Contact Center Project. Phase 1 replicated existing contact center functionality to the new platform.
If you experience any issues with the new platform, please:
Please do not contact the Service Desk in the Office of Information Services (OIS). It does not support the new OpenScape Contact Center software platform.
If you have questions about the project, contact your manager or change leader. To review previously asked questions and answers, the ONE Contact Center Project Questions Dashboard is available. We will continue to provide updates as we have the information.
Store front office staff who make outbound calls using the contact center system will migrate to the new platform in Phase 2.
The Oregon Eligibility Partnership (OEP) wants your feedback on how you like to get communications. Please take this one-time, anonymous survey. The survey should only take a few minutes to complete and will close Aug. 30, 2023, at 11:59 p.m. Pacific Standard Time (PST). The survey data will help improve future communications.
The Quality Assurance team identified a common error trend with income incorrectly entered in ONE when verified from The Work Number (TWN) by Equifax. When entering income from TWN, first enter information on the “Income Details” (picture 1). In the "Verification" drop-down, choose “Pay Stubs.” The "Detailed Verification" section will already populate.
 Picture 1: Earned Income Details and Verification screen.
Then, in the "Detailed Verification" section (picture 2), enter each counted paycheck into the Income Verification field and select "The Work Number" as the Verification value. Don’t forget to select the representative paychecks by checking “Include in Projection.”
 Picture 2: Detailed Verification screen.
If this process is not followed, ONE will not populate the “Detailed Verification” section and will not allow staff to enter individual paycheck information. This results in staff having to manually calculate the individual’s income and errors are likely to happen.
Please refer to the Income quick reference guide (QRG) for more information.
When someone contacts us to check on the status of their medical eligibility, it’s important to remember the case mode may not reflect the status of all medical programs for every person on the case.
For example, if someone’s medical has been reduced from an Oregon Health Plan (OHP) program (MAGI or OSIPIM) to a Medicare Savings Program, the medical program status will display as “Approved (Active).”
Screenshot of Case Mode displayed on Case Summary. There is a red box around "Medical Approved (Active)."
If medical has been terminated for one person on the case but others are still active and approved, the medical program mode will display “Approved (Active).”. The program status displays “Approved (Active)” even during the person’s adverse action timeframe.
It's important to review the Currently Associated Eligibility Determination Groups (EDG) and Authorization History on the Case Summary screen and review for any recent changes for each person on the case, especially terminations, and take any necessary actions based on what the person is reporting or asking questions about.
 Screenshot of the medical Current Associated EDGs displayed on Case Summary. There is a red box around EXADLT which is approved 10/1/23 and another red box around LTCSERV which is terminating 10/1/23.
The COVID-19 Public Health Emergency (PHE) Unwinding Resource Guide has updated. This Resource Guide is a tool for eligibility workers and support staff as we phase-out the federal COVID-19 PHE. The Guide covers the Oregon Health Plan, long-term services and supports, and food benefit programs that are affected by the unwinding underway until mid-2024.
The Resource Guide has program-specific information to support us Updates in Version 7 include:
Updated information related to the Medicare Special Enrollment Period (SEP) when someone loses Medicaid during the PHE unwinding. The SEP is new for the Social Security Administration, so SSA staff may not be familiar with the policy or enrollment process. Cite the SSA Program Operations Manual System (POMS) HI 00805.385 if you run into any issues with Medicare enrollment during the SEP.
- Link to complete questions and answer (Q&A) list from PHEU Virtual Chat
- Updated information related to when to check IEVS and IEVS screens
Although the Resource Guide is designed for eligibility workers and support staff, it has valuable information for all staff that are interested in learning more about COVID-19 PHE Unwinding. It complements other resources and related Take Time for Training (TT4T).
When you get a request from a Medical Community Partner, there are two things that need to be verified before you start supporting them with a case.
Do not ask the Community Partner to verify the identity of the household member(s) they are associated to. Community Partners do not have the same requirement as individuals to verify four or more validation points to establish the person’s identity.
The Community Partner has already entered all the information needed for the medical application when you receive a pending application number that is waiting on eligibility worker action. The application should be processed through the task. After clearing a Failed Member Match task, the application data will automatically populate. If there is a different type of task, you should process from the associated PDF in the Electronic Case File (ECF). Do not ask the Community Partner to remain on the line to review all the case information again when it's available on the ONE Online PDF.
Please refer to these additional resources for guidance relating to working with Community Partners:
New
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OEP-PT-23-047: Temporary Assistance for Needy Families (TANF) Elimination of Employment Separation at initial and ongoing TANF eligibility.
Updated
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OEP-PT-23-039: New TANF JOBS support service type: Eyeglasses for employment.
The following infographics include information about changes to the ONE system scheduled for August 30.
Workflow Changes for Complex Long-Term Care (LTC) Intakes and Report a Change (RAC)
- These changes are for the Complex Long-Term Care intakes and report a change (RAC) functions in ONE. Updates include preparing the system for the Complex LTC Network.
System alignment updates for people who are Afghan and Ukrainian Humanitarian Parolees policies
- These changes align the ONE system with current policy for people who are granted an official Afghan and Ukrainian Humanitarian Parolee status.
Updates to Community Spouse Resource Allowance (CSRA) Summary and New Patient Liability Notice
- These changes include updates to the Resource Assessment Summary notice (MED-109) and a new patient liability notice (MED-450).
Review all previous Myth Busters, Huddle Topics and Reminders, and Quick Tips on the OWL Troubleshooting page.
Review all current and retired Interim Business Processes on the OWL.
Data Poster for the week of August 13.
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