MI BRIDGES Overview

1. MI BRIDGESOverview 1

2. Today’s Agenda • Overview • DHS Application Process • What is MI Bridges? • Apply For Benefits • Check My Benefits • Future Enhancements • Community Partner Impact • Communications and Marketing • Questions & Answers

3. DHS Application Process Offers New Option Fax Existing Client Applies for Benefits DHS processes application In-person Mail-in Application accepted through existing and new channels New Self Service (Online) • Applications accepted anytime • Clients can apply from anywhere • Automatic screening available • No in-person interview required • Reduce costs (paperless application) • Better client service (no waiting in lines, no travel required, etc.) • Completes application • Provides verifications • Submits application and verifications to DHS • Registers application • Conducts client interview • Verifies client data • Determines eligibility • Issues benefits

4. What is MI Bridges? 4

5. Goals of MI Bridges FAP Increase Program Participation Better Customer Service Local Office Worker Relief • Provide the means to apply for FAP from anywhere and at anytime • Increase awareness • Convenient • No waiting in lines • No travel required • Screening available • A Central Unit will be dedicated to be processing these applications

6. Am I Eligible? Apply For Benefits Check My Benefits Report My Changes What does MI Bridges offer? Benefit assessment / screening tool Online FAP Application Up-to-date personalized client benefit information Change reporting ability (Coming Soon)

7. How to access MI Bridges • MI Bridges is accessible online • Available in English and Spanish • Clients can create a new account or login into an existing account to complete an application or check their benefits • Community Partners may also login to update their account details or submit applications

8. Apply For Benefits Apply For Benefits! > Food Assistance Program 8

9. 2 Application submitted on MI BRIDGES 3 DHS Processing Center receives application • Registration support specialists register the application • Application gets assigned to a worker • Worker reviews application and initiates client contact • If unable to contact client, sends phone appointment notice and verification requirements • Determines if applicants qualify for expedited benefits • Stores the application filing date • Places the application in a queue for processing based on expedited status and age Online Application Process The Hall Family Applies for Benefits 1 • Checks possible eligibility online • Decides to apply for benefits • Creates an account • Completes online application and provides e-signature • Waits for DHS contact

10. 5 The Hall Family faxes or mails verifications 6 DHS determines eligibility 7 Hall family receives benefits • Checks Benefits Online while waiting for notice • Receives notice and EBT card in mail • DHS processes the verifications and determines eligibility • Issues benefits to client if eligible • Sends notice (DHS-1605) to client • Receives a verification checklist (DHS 3503) • Gathers verifications required and mails or faxes DHS worker • Checks verification and worker information online Online Application Process Cont’d DHS conducts phone interview with client 4 • Upon contacting client conducts phone interview to gather more information • Informs client of pending verifications

11. Providing more information may benefit the client • Minimal client information is required • However, by providing as much information as possible on the online application, the worker will need to ask for less information during the phone interview • This may result in the application being processed sooner • Household, Income and Expense information will be needed to determine eligibility

12. A summary will be displayed at each step • By displaying a summary, MI Bridges allows clients to verify the information they are entering at each step

13. Clients or A/R must provide an e-signature • Clients may read their rights and responsibilities • Clients or authorized representatives must provide an e-signature before submitting the application

14. You may also need to talk with a worker by phone. Application number will be provided to client • Once the application is complete the client will receive an application number • Clients may also print their application • Clients can now go to Check My Benefits to monitor the status of their application

15. Check My Benefits Check My Benefits > Food Assistance Program 15

16. Action required Appointments Verifications Redeterminations Benefit Information Amount Availability Date Case status Household Information Composition Contact Information Worker Information Name Address Phone/ Fax Clients can check status and benefits online

17. Benefit information is available to the client • Benefit information is available: Dannae, Desmond, Jonterey etc. are getting benefits since August 1, 2008 • In July 2009, they received $415.00 • The client needs to complete a review by July 2009 • FAP Benefits are available on their card on the 6th of each month • Tonya was disqualified from receiving benefits (reason provided) • They have an appointment on July 17, 2009

18. Contact and worker information is displayed • Use the Contact Information tab • Case Worker information is displayed including name, address, phone and fax • Client Address and phone number on record is displayed

19. Clients can also check benefits on the phone • An Interactive Voice Response (IVR) system will provide an accessible menu of options to respond to certain client inquiries regarding their case information • Worker information • Case status • Benefits • Action required • The functionality will be similar to Check My Benefits on MI Bridges but will be particularly beneficial to clients who do not have online access • A toll free number will be provided to allow clients to access their case information at anytime from anywhere

20. Advantages for clients, workers and agencies IVR Worker receives less inquires on benefit and case status Clients can check benefits online and on the phone (IVR) anytime anywhere More efficient use of worker time Positive cycle created Better service provided to client from DHS and community agencies Worker has more time to process applications Community agencies can more easily assist their clients due increased communication channels (online, IVR) with DHS

21. Future Enhancements Report My Changes > Food Assistance Program 21

22. Clients will be able to report changes online Income Expenses MI BRIDGES Member Moves Out Member Moves In Report My Changes Death Divorce Marriage Address

23. What does this mean for you?Community Partner Impact 23

24. Community Agencies can create an account… • By creating an account, your agency will be assigned a unique Agency number • By entering the Agency number each time an application is submitted by your agency, DHS can acknowledge your outreach effort • Your agency may update their information using their Agency number and Passcode

25. …in a few simple steps • Click on the Apply For Benefits on the home page • Select the fourth option, Register my agency as a Community Access Point, or update my agency's information. • Click Next • Select the click here hyperlink next to If you would like to register your agency as a Community Access Point • Enter your agency details, including a passcode on the Helping With Application page • You will receive a confirmation message with your Agency Number • Please use this number when submitting future applications After entering your information you will receive a confirmation Please note down your Passcode: it will be used if you want to update your information Please note and use your Agency Number to get “credit” for your submissions

26. Community Agencies data will be captured • The client is able to enter information about how or with whom they are applying • Community Agency • Friend/family • Staff person/volunteer at an agency • Filing Representative • Legal Guardian • Someone with client’s Power of Attorney Enter your Agency Number here when submitting an application

27. Several advantages to Community Agencies • Standardized application • Special software not required • Consistency between community agencies • Easier to apply • Paper applications do not need to be mailed or dropped off at local office • Apply at anytime • Apply at any location • Bilingual • Available in Spanish • Help client access benefit information • Online and IVR • Client application status and benefit information available at anytime

28. Communications and Marketing 28

29. Different media will be used to market MI Bridges • Statewide tour beginning in August • Radio • Community Newsletters • Legislative newsletters • Posters • Twitter • Facebook • Other internet sites • DHS client correspondence

30. Any Questions? Thank You!