Family Voices would like to share that several enhancements to the FSSA Call Center and the Indiana Application for Assistance were made in August 2008.
FSSA Call Center Updates
· FSSA Call Center Main Menu Changes
Changes to the FSSA Call Center Main Menu were made in response to usage as well as adding new functionality for applicants and clients. Callers will hear the following options between 7 am - 7 pm local time:
o Press (1) for English or (2) for Spanish
o Press (1) for Healthy Indiana Plan (HIP); (2) Benefit Programs (such as Food Stamps, Cash Assistance or Health Coverage); or (3) for IMPACT Employment Services
(2) Benefit Programs Main Menu Options:
1. Apply for Assistance (by speaking with a Representative)
2. Check Case Status
3. Ask about a Letter or Notice
4. Report a Change
5. Review (NEW!)or Reschedule an Appointment
6. Find a Local Office
7. Request a Proof of Eligibility Letter (NEW!)
8. More Options
§ Trouble Getting Required Information
§ Report Suspected Fraud
§ Questions about Electronic Benefit Transfer (EBT) Cards
§ Frequently Asked Questions (FAQs)
§ Third Party Inquiry (general or case specific)
§ Other Questions
· Automated Case Status on the Toll-Free Line (Option 2 on the Main Menu)- Lists Pending Verifications and Due Dates
The updated Case Status Player provides callers with a list of outstanding requested verifications (i.e., Age, US Citizenship, etc.), the due date, and a message telling callers to refer to the letter they received for a list of the types of documents that satisfy the requested verification.
· Appointment Status (Option 5 on the Main Menu)- Review Upcoming Appointments
Applicants and clients now have easier access to information about their next appointment! The automated phone system provides information on upcoming appointments and includes an option to reschedule the appointment, if necessary.
· Application Self Service
Roughly 80% of benefit recipients have applied in the past. To take advantage of existing client information, all callers will go through an authentication process, by providing the last four digits of their Social Security Number and case number or date of birth when selecting the option to Apply for Assistance (by speaking with a Call Center Representative). The system will check to see if there is existing case information in the system and route the call to a Call Center Representative.
New System Updates
· Courtesy Reply Envelope
A courtesy reply envelope is included with outbound mailings. The courtesy reply envelope is an added convenience for applicants/clients who may not have access to envelopes large enough to accommodate the solicited documentation required for their case.