OPERATION MANUAL General Administration Table of …

1 Division of Family SupportOPERATION MANUALV olume IOMTL- 568 General AdministrationTable of ContentsR. 6/1/201 Organization and Benefit Administration0001-0129 The Instructional Material and Cabinet Structure0001-0019 Family Support Manuals and Program Instructions0001 Cabinet Structure0010 ethics Policy for Family Support Employees0015 Benefit Administration0020-0149 General Case Processing0020 Employee Related Case Processing0025 Case Record0030 Purging Obsolete Material0040 Archiving Case Records0045 Case Responsibility0050 Kentucky Online Gateway (KOG)

2 0055 Returned Mail0090 Returned Checks0100 Report of Nonreceipt of Benefits Issued by Check0110 Replacement of Check that is Cashed0115 Checks Received by the Local Office0120 Documentation0130 Electronic Income Verification (EIV)_____ ____0131 Acronyms0140 Confidentiality0150-0199 Confidentiality Requirements0150 Health Insurance Portability and Accountability Act ComplianceRequirements0160 Division of Family SupportOPERATION MANUALV olume IOMTL- 568 General AdministrationTable of ContentsR. 6/1/202 Subpoenaed Information0170 Viewing of Case Record Material by Recipients and Representatives 0180 Agreement to Safeguard Information0190 Contact Tracking System0200-0209 Contact Tracking System Overview0200 Civil Rights 0210-0259 Civil Rights Overview0210 Interpreter Services for Deaf and Hard of Hearing Individuals0220 Limited English Proficiency (LEP)0230 Civil Rights Complaints0240 Electronic Benefit Transfer (EBT)

3 0260-0349 Overview of EBT0260 Required Explanations of EBT0270 Local Office Responsibilities0280 Security of EBT Cards0290 Central Office Responsibilities0300 Time Limit for Using EBT Benefits0310 Reconciliation of Issuances0320 EBT Inquiry0330 Replacing EBT Card0340 Case Reviews0360-0439 The Quality Control System0360 Local Action on QC Findings0380 Refusal to Cooperate with QC0390 Division of Family SupportOPERATION MANUALV olume IOMTL- 568 General AdministrationTable of ContentsR. 6/1/203 Audits0400 Quality Assurance Case Reviews0410 Quality Assurance Reports0420 Administrative Hearings0440-0559 Administrative Hearings Overview0440 The Hearing Process0450 Hearing Process Flow Chart0455 The Hearing Request0460 Hearing Requests Involving Medical Review Team Determinations0465 Medicaid Hearing Request due to the Loss of SSI0470 Hearing Time Frames0475 Scheduling the Hearing0480 Program Participation Pending the Hearing IM Programs0485 Program Participation Pending the Hearing Food Benefits

4 Program 0490 Denial/Dismissal of Hearing Request0495 Client s Hearing Rights0497 Conduct of the Hearing0500 Recommended Order0510 The Final Order0515 Local Office Follow-up to a Final Order0520 Appeal to the Appeal Board0530 Hearing Of Appeals0535 The Appeal Board Decision0540 Judicial Review of Appeal Board Decisions0545 Division of Family SupportOPERATION MANUALV olume IOMTL- 568 General AdministrationTable of ContentsR. 6/1/204 Aliens0560-0579 Documentation of Alien Status0560 Documentation for Alien Victims of Trafficking0562 Aliens Sponsored On or After 12/19/970565 Consideration of the Sponsor s Income and Resources0566 SAVE0570 Federal Benefit Conversion0590-0609 Federal Benefit Changes0590 Voter Registration0640-0659 Voter Registration0640 Voter Registration Procedures0650 IEVS, System Matches.

5 And Report Matches Overview0670-0729 Income and Eligibility Verification System0670 Resolving Match Discrepancies0675 IRS safeguarding Issues0680 Prisoner Match0690 Computer Match Codes0722 Bendex Income Codes0723 DRS0730-0735 Electronic Disqualified Recipient Subsystem (eDRS)0730 SOLQ0740-0759 State On-Line Query (SOLQ)0740 CLAIMS0800-1300 General Procedures for All Claims0800-0999 Division of Family SupportOPERATION MANUALV olume IOMTL- 568 General AdministrationTable of ContentsR. 6/1/205 How to Prevent a Claim0800 How to Identify A Claim0810 Benefit Management0820 Field Staff and Regional Claims Workers Responsibilities for Claims0830 Claims Management Section Information and Responsibilities0840 Electronic Claims Files0850 Time Frames for Establishing a Claim0860 General Procedures for All Claims0870 General Procedures for a Suspected Fraud Claim0880 How to Determine the First Month of a Claim0890 Determining Eligibility Through Extensive Review0900 Referral of Claims to the Office of

6 Inspector General0910 Fraud Hotline Referrals0920 Employee Fraud0930 Who Must Pay a Claim0940 Claim Repayment Methods0950 Collecting Payments on Claims0960 When a Claim is Overpaid0970 SNAP1000 - 1199 Categories of Supplemental Nutrition Assistance Program (SNAP)Claims1000No Claim Determination1005 Procedures for Specific Households1010 Drug/Alcohol Abuse Treatment Center Claims1015 Division of Family SupportOPERATION MANUALV olume IOMTL- 568 General AdministrationTable of ContentsR. 6/1/206 Trafficking and Retailer Fraud1020 How to Calculate a Supplemental Nutrition Assistance Program (SNAP)

7 Claim1030 Joint Non Fraud and Fraud Claims1040 How to Process an Intentional Program Violation Claim1050 Criteria for Pursuing an Intentional Program Violation Claim1060 Administrative Disqualification Hearings1070 Administrative Disqualification Hearing Process Flow Chart1080 Client Request for Redetermination on Claims Prior to 10/1/921090 Local Office Procedures on Administrative Disqualification HearingFinal Order1100 Intentional Program Violation Disqualification Penalties1110 Deferred Adjudication of Intentional Program Violation Claims1120 Compromising SNAP Claims1140 Treasury Offset Program (TOP)1150 Other Claims1200 1300 Cash Assistance and Other Related Program Claims1200 How to Calculate Cash Assistance and Other Related Program Claims 1210 Claims for SSI Recipients1220 Retained Child Support1230 Medical Assistance Claims1240 Volume IOMTL-529 General AdministrationR.

8 6/1/18MS 0001 FAMILY SUPPORT MANUALS AND PROGRAM INSTRUCTIONS(1)The Division of Family Support is responsible for developing, writing and publishingoperations manuals, forms, and memorandums for eligibility programs administeredby the Department for Community Based Services. Information and procedures inthe manuals conform to federal and state laws and regulations and must be appliedin a like manner in all The following manuals, MANUAL cover letters, and forms are located onlineand available to staff OPERATION MANUAL that includes volumes devoted to:a.

9 General Administration of all programs and claims;b. Supplemental Nutrition Assistance Program (SNAP);c. SNAP work provisions;d. Cash assistance programs (KTAP, Kinship Care, FAD, WIN);e. Kentucky Works Program;f. Family Related Medicaid programs (only used for claims). For currentFamily Related Medicaid policy, access MAGIM edicaid;g. Adult Medicaid programs and State Supplementation;h.[MAGIM edicaid, APTC/CSR and QHP; and]i. Forms MANUAL that includes forms and procedural instructions and:a. Forms Workbook tool to pre-populate selected fields on some forms;andb.

10 Calculator workbook containing tables for all programs, and tools toassist in the:1) Completion of form FS-103 for SNAP purposes;2) Calculation of self-employment to be considered for KWPparticipation; and3) Determination of the KAMES codes for denial/discontinuance,disqualification and member Transmittal letters that accompany new or revised MANUAL material andsummarize changes in:MS 0001(2)a. The OPERATION MANUAL ; andb. Forms and procedural Family Support Memorandums (FSM);5. Tip Sheets; and6.