Supporting APD/AAA field structure by providing efficient, timely, and accurate information through superior customer service.

September 2018

In the LoopAPD Field Services

In this edition:Disasters happen - prepare now 1 Lean Academy project spotlight 7Don’t forget - Address coded 2 Hurry - Last chance for training 7Scam alert - Fake DOJ documents 2 CAPI update training 7Oregon Government Waste Hotline 3 Walk safe 8SNAP hearing requests 3 Don’t forget - Central Office case transfers 9CAPI release 3 training 3 More NVRA Q&A 9October calendar of events 3 Form updates 10ONE timeline 4 Don’t forget - Requirement for MSC 9093 10EAU and annuities 4 Email security 10Email for Central Office Medicaid 5 Change to HCW enrollment standards 10Have a successful 494! 5

Disasters happen – prepare nowSeptember is National Disaster Preparedness Month, are you ready for fire, flood, or earthquake?

Basic tips to be prepared are –

1. Know basic home maintenance to mitigate damage and protect your home; 2. Learn how to turn off utilities;3. Add smoke alarms to every level of your home and test them monthly;4. Keep your home safe from cooking and electrical fires;5. Take a CPR class and learn basic first aid;6. Create an disaster supply kit for yourself, your family, and your pets.

Don’t forget to check out free resources on ready.gov and other sites!

Oregon Office Emergency Management (OEM);Federal Emergency Management Agency (FEMA); National Weather Service safety information; American Red Cross emergency preparedness checklist; Disasters and Emergencies, USA.gov;Centers for Disease and Control and Prevention (CDC).

September 2018 Page 2

Scam alert: Fake DOJ documentsWe heard about a new scam that is circulating the country, and it made us immediately concerned. At least one person has already lost her life savings! Once again, this one uses us -- the Oregon Department of Justice (DOJ) -- to try to scam its targets out of their hard-earned money. So, please keep reading.

The scam is designed to get you to think you are a victim of identity theft. In fact, you are not! But you may soon be if you follow their instructions, which are aimed at getting access to your social security number, bank and retirement accounts, and other personal records.

At first glance, the documents the scammers use appear to be official: They have an Oregon Department of Justice seal, an Oregon Department of Justice address, and references to what look like real Oregon state criminal laws. The truth is that they are fakes!

Here’s some of what we have learned about how the scam works: the target of the scam receives a phone call from a man claiming to work for a federal agency-a fake government agent! He tells her that somebody has stolen her identity and is trying to break into her bank account. In order to keep her bank account safe, the target of the scam is told she needs to wire all of her funds to another account in a foreign country. She is sent wire transfer instructions and told she needs to complete two documents from the Oregon Department of Justice and mail them to the address of the Department of Justice in Portland listed on the documents.

“These documents are fake” said Attorney General Rosenblum. “If someone calls you claiming to be a government official, says there is some sort of emergency, and asks you to transfer or wire funds, he is a fake government agent. Just hang up the phone! It is a scam!”

How to protect yourself:

Government officials will never call you and ask you to transfer or wire money. Most importantly, the Oregon Department of Justice will never ask you to complete forms that ask for bank accounts, Social Security numbers or other very personal data like this.

Once money has been wired overseas, it is very difficult to recover. Please help us spread the word.

If you think you have fallen victim to this scam, contact the Oregon Department of Justice online at www.oregonconsumer.gov or by phone at 1-877-877-9392.Oregon Attorney General Ellen Rosenblum

Sparkles - Janice Castle, Central Office

Don’t forget! Use the new address codes on medical and SNAP cases to designate safety issues (DND), consumers without a fixed address (TEMP), or those in the Address Confidentiality Program(ACP). See APD-AR-18-047 for full information and guidance.

September 2018 Page 3Oregon Government Waste

HotlineAnyone who has knowledge of or concerns about state government waste, inefficiency, or abuse can report this information confidentially via the Oregon Government Waste Hotline. The Hotline is one avenue to provide accountability and transparency in state government. Reports or concerns can be submitted online or reported to a professional operator 24 hours a day, seven days a week.

Government “waste” causes unnecessary expense or mismanagement of resources. Government “inefficiency” is a method or process that prolongs the achievement of service goals or objectives. Government “abuse” is the intentional, improper use of state funds, resources, or an employee’s position.

Although the Hotline is always available, other avenues of reporting may be more appropriate. Reporting concerns internally to a manager or Human Resources officer may be the fastest and most effective way to address a problem. However, if you feel you want to report your concerns anonymously, do not hesitate to contact the Hotline.

Let’s make government better for Oregonians by doing our part to report and fix the problems we see. You can reach a Hotline operator at 800-336-8218 or you can go online. Visit https://oregonsos.alertline.com/gcs/welcome to make a report.Dennis Richardson, Secretary of State

October 2018Bat appreciation month

Emotional wellness monthProtect your hearing month

Oct. 1 - 5: Customer service week Oct. 7 - 13: Great books week

Oct. 14 - 20: National food bank weekOct. 21 - 27: Save for retirement week

Oct. 1: International day of older personsOct. 4: Improve your office dayOct. 8: National kick butt day

Oct. 10: World mental health dayOct. 15: Clean your virtual desktop day

Oct. 16: Global cat day Oct. 22: Lung health day

Oct. 26: National day of the deployedOct. 31: Halloween

CAPI release 3 trainingCAPI has been modernized to better meet consumer needs but also to better meet the requests and feedback of staff in the field. As a result, staff using CAPI will need to take one or more brief trainings via iLearn to orient themselves to the layout of the new release in September.

Whiplash - Kelly Hendrix, Madras

SNAP hearing requestsReminder from SNAP Hearings: When a consumer requests a hearing for his/her SNAP case, the person taking that information should complete the MSC 443, Administration Hearing Request, for the consumer.

Then the worker can send the consumer/claimant an additional 443 in the mail, but the office needs to complete the 443 and mail this to CAF Hearings, caf.hearing@state.or.us, the same day or the next day.

ONE timelineThe Integrated Eligibility Project recently completed the design phase of the project and the development phase is well underway as we move into testing this month.

For the deployment phase, the Integrated ONE system will be rolled-out to offices across the State in phases, starting with a pilot and statewide ONE upgrade for the Oregon Health Plan (OHP), and then followed by waves 1, 2, and 3.

For more information on ONE, please visit their website, https://dhsoha.sharepoint.com/teams/Hub-DHS-ET.

September 2018 Page 4

EAU and annuitiesThere are many types of estate assets which may be subject to recovery by Estate Administration Unit (EAU). When Estate Administrators are reviewing a case with an annuity, the information you provide in Oregon ACCESS is especially important.

Was it a pension or retirement annuity? Was it purchased with the consumer or spouse’s funds? Is there a named beneficiary?

Having a copy of the full contract is very useful as well. It provides the name of the beneficiary, the date of purchase, the amount, and the name and address of the company. This information is helpful in determining whether EAU should initiate recovery efforts against the annuity.

Thank you for providing this information in Oregon ACCESS and the EDMS scanned file!Kathleen Rossi, Estates Administration Unit

Maggie - Jennifer Lawrence, Central

Office

September 2018 Page 5

Have a successful 494!Make sure your SDS 494, Specific Needs Contract Admissions Request, isn’t rejected or hung up on a technicality by completing the form correctly before submitting.

Here are some common glitches, from top to bottom of the form:Branch number:

o Use the branch where the consumer’s case is located and going – not where the worker/s sits;

Receiving TC/CM name:o If the case is moving, the submitting office is required to complete this section

completely;o Using TBD will cause the form to be automatically rejected.

Facility business name: o This is the name of the facility/building – not the name of the

owner/provider;Facility type:

o It’s just a drop-down – make sure the correct one is selectedCheck all boxes:

o Every box in the Placement information section must be checked;o By marking the box, you are attesting you have completed each of those tasks prior

to submitting;o Leaving the boxes unchecked will cause the form to be automatically rejected.

Bonus 512 info! Look at the very bottom of the 494 form for how to get the 512 rate updated – it will not happen automatically!

Sophie, Dayzee, and Rusty - Kym Lamb,

Beaverton

Email for Central Office MedicaidDon’t forget to send questions about Medicaid policy, eligibility, and services to the email box APD.Medicaidpolicy@dhsoha.state.or.us, instead of any other.

Make sure the subject line is clear so email can be distributed correctly from this shared box by adding just ONE of these terms: Service, Financial, or Medicaid. Medicaid can be added if the question is general or it’s not clear where the questions should be directed.

Branches can still email individual Central Office staff or other units in the Technical Assistance Guide (TAG), if that is more appropriate. Please see APD-IM-08-060 for complete guidance and information.

“Like” Aging and people with Disabilities on Facebook to see messages from our Director; meeting notices, job opportunities, celebrations, events, and much more!

September 2018 Page 6APD Lean Academy project spotlight – Closing paper claims

As a project spotlight for APD in Lean Academy, we interviewed Cynthia Propeck-Bartram. Cynthia is a Disability Analyst and her project is Closing Paper Claims.

What drew you to taking on this project?When I started working for DDS, in the training we were told we would get paper claims, but when we get one to see our lead worker for assistance in processing them. My background as a trainer peaked my interest in this because for me employees should be self-sufficient as much as possible. So, when I received my first couple of paper claims and was seeking my lead worker assistance on each one, I realized that this process is not efficient and not uniformed within the agency.

What is your Problem Statement?Currently, DDS SSA claims come in two formats, electronic and paper. Most claims are electronic; however, occasionally paper claims are received by the SSA office. Paper claims are processed differently from the electronic claims. Current procedures for processing paper claims are inadequate, resulting in significantly slower processing times and analysts doing the work differently. Expectations to process a claim is by 120 days or earlier.

What are some issues with the process that you and your team have identified?The issues identified were the information on how to process a paper claim was not in one location but spread across multiple documents. This made it time consuming and confusing when trying to locate or research the information independently. Another issue was the lack of a standardized process. Meaning each DA was potentially processing paper claims differently.

What are the identified root causes of the identified issues?The root cause was the lack of a standardized protocol for how to process a paper claim.

Are there any “ah ha” moments you would like to share?My “ah-ha” moment was when my manager emailed me all the potential documents containing information on how to process a paper claim. The email I received contained approximately 5 different documents each having a section or piece on how to process paper claims.

Another “ah-ha” moment was when I sat down with a lead worker and was going over his creation on how to process paper claims and how it was only distributed to our specific branch and not building wide. I didn’t understand why each branch within the same building was not given the same information on how to perform the same work.

What are some notable pieces of the project that you would like to share?The protocol is short, precise, easy to read, and easy to follow. The steps are formatted in a manner which allows a brand-new employee to easily walk through how to proceed with

Continued on the next page

Gustav - Karen Kaino, Centrtal

Office

September 2018 Page 7Continued form the previous page

the process. There are links in the protocol to existing documents, so all information can be found in one location.

What is the status of your project?We are currently awaiting Quality Assurance and management approval to implement the process building wide.

Are there any take away ideas you would like to share?No matter how small the change is, there is always resistance. Being a change champion in my previous position coupled with skills from the Lean Academy provided me with key skills to overcome the resistance.

Do you have supporting data for your project? If so, please share it with us.Not at this time as the protocol is not being used building wide at this time. I have tested the protocol myself when I received a paper claim and I was able to complete the file without seeking help from my DCS. This is significant because we get paper claims very sporadically and as a newer employee we will likely never become as accustomed to processing paper claims as some of the staff that were working here when it was strictly paper claims.

We at the Lean Academy would like to thank Cynthia for agreeing to be our Lean Academy Spotlight this month and look forward to following up with her after the process has been fully implemented.

Contact us: Questions? Contact us on our Lean Academy – specific e-mail address: OCIDirector.LeanAcademy@State.or.us. Or check us out on our intranet site!

Hurry! Last chance for trainingThe 2018 Information Security and Privacy Awareness training must be finished no later than close of business Friday September 28 – if you haven’t finished yet, hurry!

Training takes about 50 minutes and can be stopped and started if you are interrupted.

Find the class on iLearn using the title to search. If you have questions or need an accommodation send an email to ISPO.AwarenessEducation@state.or.us.

Larry - Kathie Young, Medford

CAPI update trainingThe platform hosting CAPI will no longer be supported which means updates had to be made to keep meeting the needs of SSP and APD/AAA consumers. Staff also requested changes some of which were incorporated when implementing the updates.

To learn about these changes, staff using CAPI will need to take one or more brief trainings to orient themselves to the layout of the new release. CAPI Release 3 Trainings are available in iLearn. Closed captioning is included in these courses.

DHS - CAPI Release 3 Administrative Sup-port Covers features for users primarily doing administrative duties in CAPI.

DHS - CAPI Release 3 Eligibility Support Covers features for users who will pri-marily be doing eligibility in CAPI.

DHS - CAPI Release 3 Site Administration Covers Site Administration features in CAPI Release 3

This will be the final release; CAPI will be retired when the ONE system is implemented.SSP Communications

September 2018 Page 8

Walk safeStreet crime is often opportunistic. Walking with a purpose and being aware of your surroundings will make you less of a target and go a long way in keeping you safe.

Some important tips to remember next time you head out for a walk whether at work or at home.

Be PreparedPlan your route in advance. Carry a charged mobile phone and tell someone where you’re going and when you plan to be back.

Be AssertiveFrom the moment you step onto the sidewalk, look assertive, and act and walk with confidence. Don’t be afraid to make eye contact with passers-by-this makes you less of a target to potential attackers.

Be AwareUsing a mobile phone--whether making a call, texting or listening to music-affects your awareness of your surroundings.

Safety in NumbersWalking with a friend or group significantly reduces your risk of being assaulted.

Cross SafelyLook both ways before crossing any street. At controlled intersections, cross only when you have the pedestrian crossing light. Make eye contact with drivers--make sure they see you. It can be tempting to jaywalk , but it can be an infraction and a safety hazard.

Change It UpRegularly change your walking routine. Plan out a few different routes that you can take and note safe locations at intervals along the way. In the event you need help, you can stop at these locations where you know you will be safe.

Trust Your InstinctsIf you see someone or something ahead that looks suspicious, cross the street or change your path. If you truly feel you are being followed, enter the nearest occupied building to get away from the individual. It is better to be safe than sorry.

After DarkWhen walking at night, stick to well-lit areas. Remember to wear light-colored and reflective clothing to be visible.

Occupational Health, Safety and Emergency Services

Goliath and Mater - Debbie Quant,

Burns

September 2018 Page 9

More NVRA Q&ABelow are more questions and answers about the National Voter Registration Act (NVRA) procedures. If you have a question, contact Karen Kaino by phone, 503-569-7034, email: karen.l.kaino@state.or.us, or IM. See FSAM. XIII for the complete NVRA manual, including procedures and examples.

Staff are expected to follow procedures and guidance in the FSAM.

Q: What date do I put on the completed registration cards?A: All SEL 503 cards turned in to the office must be date stamped on the date it was

completed by the consumer; not the date it is mailed. Every completed (or partially completed) voter registration form is required by the Act to have a date stamp on them for the branch to have completed their required action. DO NOT date stamp cards which are mailed or handed to consumers to complete later – just the cards the branch turns in to the county elections office. FSAM.XIII. E. 2. Mailing completed cards

Q: How do we address the question when we are talking to a rep without the consumer present, or the consumer may be present but cognitively unable to respond?

A: These are two separate situations: When the consumer is not present, and never will be during any part of the qualifying event (new app, renewed app, or address change), and only the authorized rep or another third part is present, don’t ask about voter registration. ONLY the potential voter can say Yes or No so the authorized rep can’t be narrated as yes/no because they aren’t even asked. They are outside of the NVRA process so they have no answer; they are Not Applicable to the process so they can be narrated as N/A. FSAM.XIII. F. 5. Authorized representatives and third-partiesIf the consumer is present but unable to answer either at all or appropriately, narrate their response as No. A potential voter can never be N/A because the voter registration question is always applicable – they can only be Yes or No. If the consumer didn’t ask for a voter registration card for any reason they are narrated as No. FSAM.XIII. F. 1. Persons with cognition issues

Q: What number do we write on the 516 envelope flap?A: All 516 envelopes must have the voter registration agency number

written on the flap. If the version of envelope used in your branch is older, there may not be a space printed on the flap, but please write the agency number anyway. Note: Please use a black or dark blue marker/Sharpie or pen to write the number.

Don’t forget! Cases in branch 5517, the Children’s Medical Eligibility Unit,or 5510, the Central Office Complex Case Unit, should send a request to those branches’ case transfer email boxes instead of the 5515 transfer team of Cassandra Riley, Karen Kaino, and Angela Munkers.

Brofus and Obi - Brian Scazzafavo,

Portland

September 2018 Page 10

Changes to HCW enrollment standardsOAR 411-031-0040(8) was amended on July 31, 2018 to include removal of the underage waiver option and to prohibit the use of tax identification numbers in lieu of Social Security numbers.

Removal of the underage waiver option: If an applicant requests an underage waiver, please tell them homecare workers (HCWs) must be 18 to become enrolled providers. If an applicant does not meet the enrollment standards the application will not be processed; there are no appeal or hearing rights for not meeting enrollment standards.

Removal of the use of tax identification numbers in lieu of Social Security numbers: HDW applicants must have a Social Security number matching their legal name. Tax Identification Numbers (TIN) are no longer sufficient for provider enrollment. If the applicant doesn’t have a valid Social Security number their application will not be processed; there are no hearing rights in this matter.

For more information, and to view the provider enrollment standards, please see APD-PT-18-039.

Form updatesPlease delete all copies of the prior versions of these forms from your desktop and archives and use only the current version going forward. All current forms are available on the DHS Forms Server.

APD 307, APS Report of Serious Events (ROSE), is updated to change language and improve effectiveness and usability;

APD 9377, Why should I care about elder abuse? Flyer, is available in multiple languages.

Lily - Sara Worley, Medford

Email securityWhen sending consumer information outside of the APD email network, such as between an AAA and an AAA office, everyone must use secure email. For APD offices, add #secure#<space> to the beginning of the subject line. AAA offices should use their secure email servers.

APD offices do not need to use secure email to send information to APD Central Office. Please forward any insecure email you receive to Information Security: dhs.privacyhelp@state.or.us.

Don’t forget! All new benefit applicants or their representatives should be given the MSC 9093, Estates Recovery Program, brochure. Take a

moment to explain what the brochure is and address any fears they may have; guidance is available in the APD Worker Guide, D.5 Interactions with the Estate Administration Unit. Don’t forget to narrate!

Past issues of In the Loop and indices are on the APD Field Services web page: www.dhs.state.or.us/spd/tools/field/index.htm.