36C77619R0003-014.docx

ATTACHMENT 13

Toolkit (TK) Request PROCEDURES

Toolkit (TK) Request:

1. A Request comes in through the TK

1. Caseworker proceeds as follows:

Before assigning yourself to a Request, verify that there are no open related RJCs/Exceptions/Tasks/Requests that are already assigned to another Caseworker.

1. Assign Request

a. Go to Manage Requests.

b. Go to List Requests.

i. IMMEDIATELY assign the Request to yourself.

c. Go to the Request Tasks tab within the Request to check if there are any related Tasks (i.e., POTENTIAL DUPLICATE).

i. If there is an existing open Task it will be displayed under Other Open Tasks at the bottom of the page. To save an existing Task to your Request:

· Select the Task checkbox.

· Click “SAVE to REQUEST.”

a. An auto note will populate in the Request Notes that the Task# has been added to the Request.

b. The Request Audit will also indicate the date and time the Task# was added to the Request.

· Select the hyperlink for the saved Task you want to work on under Request Tasks at the bottom of the page.

· On the Notes tab of the Task assign the Task to yourself.

ii. If a related Task is not found (i.e., POTENTIAL DUPLICATE) the Caseworker will create any necessary Tasks within the Request Tasks tab:

· Select the checkboxes for the ICN(s) you want to create a Task for. NOTE: If you need to add another ICN to the Request, you can do so through the Request Notes tab.

· Select the appropriate Task Type.

· Click SUBMIT.

NOTE: Do NOT go outside the Request to create the related Task. Do NOT select the ICN hyperlink within the Task. Go back to the Request and create any Tasks from the Request Tasks tab. This will ensure that the Tasks created for the Request are related to the Request.

a. An auto note will populate in the Request Notes that the Task # was created and added to the Request.

b. The Toolkit will automatically take you to the created Task.

iii. When you create an OVR Task from the Request Tasks tab.

· Document the OVR Task by following the Toolkit Task Details Template located on the SHARE drive.

NOTE: The Toolkit will auto note the DATE/TIME/NAME of the HC IdM Caseworker for any action taken.

· In all other Task NOTES (i.e., DUPLICATE Task notes) enter the following:

“See OVR Task # for case documentation.”

· Resolve the OVR Task (once resolved, the Task cannot be reopened).

2. Go back to the Request and paste your reply into the Request Notes field.

a. Respond as if replying to an email.

NOTE: Do NOT include the final PDAT because the POC can review the updates in the Toolkit. The Request will NOT include the verification info, etc.It will only include the communication related to the Request.

i. Set Request to “READY FOR REVIEW” for the POC to resolve.

ii. If the POC does not resolve the Request after 2 weeks, the HC IdM Caseworker will set the Request to “RESOLVED”.

5/17/13 AMH