CLRC Guide Soft Launch
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The following guide is intended to assist staff in how to complete the new interactive CLRC template. Click on the header above to be taken to a specific section. CTRL+Home will take you back to the first slide. ● ● ● The new CLRC template is highly interactive, and builds on questions to display more relevant information based on each household’s circumstance. It could be used for any most types of customer contact or case action. ○ However, a recommended best practice is to use it for conducting interviews, or after completing drivers on most Medicaid only cases. Keep in mind that some SSI-Medicaid such as ICP, Waiver, or DDD cases may require additional entries in addition to the template. The “Free Form” CLRC Comments Box is best suited for any additional follow-up contacts and case wrap-up comments. The CLRC Template Powertool (accessed from the “Templates” dropdown menu in the CLRC Comments Box) is suitable for FA/TCA cases when an interview was not completed or not required The template is comprised of the following: ● Radio Buttons and Dropdown Menus, which allow for one selection to be made, ● Check Boxes, which allow for multiple selections to be made, and ● Text Boxes to capture freeform text. If desired, the template can be operated without a mouse using standard keyboard shortcuts: ● Use “Tab” to move forward. ○ Two “Tabs” will take you to the first check box when you first view the page. ● Use “Shift” + ”Tab” to go backwards. ● Use the “Spacebar” to select check boxes and buttons. ○ It also activates dropdown menus. ● “Left/Right Arrows” will activate radio buttons and cycle through Dropdown Menu options. ● Pressing enter will open selected links. ● ● ● The template contains guidance and instructions for completion within itself. ○ The guidance will remain as long as the field is left blank. If a template question is left blank, it will not populate in the CLRC entry. ○ This means the question was unaddressed and could result in errors being cited for required questions. ■ IE: Leaving “Assets” blank would not be appropriate. ■ A valid input would be “N/A” or “None”. ○ However, if a question is not applicable to the customer’s situation, it would be appropriate to leave blank. ■ IE: If a customer applies for TCA but is technically ineligible because they are not pregnant and don’t have children, then questions related to children in the template are not applicable and can be skipped. Dynamic fields will disappear depending on how certain questions are answered. ○ As a safety, info typed before a selection change will be saved in the template. ■ However, this info may still be placed in CLRC if it is not deleted. ■ Therefore, clear all information from a dynamic field prior to changing a selection or delete the extraneous information when pasting into CLRC. ● The interactivity of the new template is built with different types of questions—parent questions and trigger questions. ○ When a parent question is answered, it generates additional questions below it, known as child questions. ■ Child questions with radio buttons MUST be answered in order for “Get CLRC Text” to function. ● If you click “Get CLRC Text” and text does not generate, review the template to see if a child question is left unanswered. ○ “Type of eligibility determination completed” is a trigger question for the ABAWD section and “Management” triggers the DDD screening questions. These sections appear based on your answers to the Household Composition section. ■ Trigger questions must be interacted with in order for their related sections to generate. ● DDD screening questions will only generate once, even if additional household members are added and “Management” is interacted with again. ○ Therefore, you must confirm that all household members are correctly entered into the Household Composition section BEFORE interacting with the trigger questions. ● ● ● ● Benefits applied for – Use the checkboxes to select which benefits the customer is applying for. Benefits can be added if additional benefits are requested during the interview. ○ Cash Assistance Type – Activates and a selection is required when Cash Assistance is selected. Use the checkboxes to select which type(s) of TCA the client is requesting. Multiple selections can be made. Interview Completed – ○ N/A – use if the template is being used to complete a case where an interview would not apply such as a Family Medicaid only application. Interview Attempted ○ No ■ Response field – If an interview was required, but not attempted use this field to record an explanation. (For use in special situations such as technical issues or if no number was provided.) “Get CLRC Template” – Must be clicked to generate the appropriate fields. If a change is made to the Benefit or Interview questions this can be clicked again to generate additional questions. ● ● These questions will only populate if “Interview Completed?” is answered “Yes” Answer each question as appropriate. If the customer needs additional information regarding their Rights and Responsibilities, use the hyperlink to be taken to the Rights and Responsibilities page. This section will appear for all interview, review, and benefit types. Continue to answer the questions as appropriate. ● Age – You must enter the actual age of the individual. Ask the customer to provide ages or obtain from ARDT. ○ Using actual ages will ensure the ABAWD and DDD screening functionality behaves correctly. ● Applying – Check this box to indicate if the household member is applying for benefits. ● P&P – This field will only display if “Food Assistance” is checked in the Initial Questions section. ○ Check this box if the household member purchases and prepares their meals with the rest of the household. ○ Note: The template will only separate out individuals who P&P apart from the interviewer. Use the response field or “Additional Comments” when further explanation of P&P is necessary. ● Disq/Sanx – Indicate whether or not the household member is currently disqualified or sanctioned. ○ *This text box will appear in between the Citizenship and NCP Demographics questions. ● Disabled – This field will only display if “Medicaid” is checked in the Initial Questions section. Indicate whether or not the customer is claiming to be disabled. ○ This question will allow DDD screening questions to build. Therefore, answer it based off the customer’s response and not based on whether or not a disability determination has already been completed. ● Add Member – Click to add additional household members. You can add as many as are needed for the case. ○ If you click “Add” too many times, leave excess fields blank to avoid additional text being generated. ● ● ● Customer Authentication – Links to the Customer Authentication Question Bank. ○ Automatic ○ Manual or No ■ Response field – Explain how manual authentication was completed or why authentication was not completed. ■ If Customer Authentication was not required, answer “No” above and explain that the customer was exempt in this field. Everyone in HH US Citizens ○ Yes ○ No ■ Response field – Use this field to provide non-citizen details on ALL non-citizens in the household. ■ Any household member not addressed in this field will be assumed to have been claimed as a US Citizen in case reviews. All NCP (Non-Custodial Parent) demographic information correct on application: ○ Yes ○ No ■ Response field ○ N/A – For use when NCP information would not apply, such as an intact family. This section will appear for all interview, review, and benefit types. Continue to answer the questions as appropriate. Answer these questions as appropriate. Drug Trafficking and Fleeing Felon questions will generate if “Food Assistance” or “Cash Assistance” are checked. The college student and homeless questions will only show if “Food Assistance” is checked. The ABAWD Section contains a series of screening questions that are dynamically updated. ● The questions will generate for each household member 18-49 applying for Food Assistance once “Type of eligibility determination completed” is answered. ● Note that these questions will not generate for households where an individual under 18 is listed on the template. ● The questions are generated in a set order. If the customer does not meet the criteria for the question, leave the checkbox next to their name blank and click “No/Next” to generate the next question. ● If a question is changed after the fact, click the correlating “No/Next” and continue down the list to correctly display any questions that were previously generated. ● There is no need to ask remaining screening questions once all customers’ status has been determined. ● A pop-up message will alert you that there are no remaining ABAWD members to process. Continue to answer the questions as appropriate. Clicking the link on the first question will provide an overview of all topics that must be explained to all individuals 18-49 during an interview. Click the checkbox next to the household member’s name if the exemption or exception screening criteria apply to them. Continue to answer the questions as appropriate. If the customer meets the SNAP E&T Exemption criteria for Working 30 hours per week (or making equivalent earnings) OR is meeting the ABAWD work requirements on their own by working 20 hours per week, an additional question will generate to advise the customer to report if their hours fall below 20 per week. Answer the questions related to ABAWD eligibility as appropriate. ● If none of the screening questions are checked for a customer, a pop-up will display after the last question and alert you that they appear to be an ABAWD. ○ Text will also be generated after clicking “Get CLRC Text” that indicates these customers appear to be ABAWDs. These questions will only generate if “Medicaid” is selected. Continue to answer the questions as appropriate. ● The DDD screening questions will appear for household members 18-65 if “Applying” and “Disabled” are checked in the HH Composition section. ○ If the DDD screening questions are unanswered, an alert will generate once you click “Get CLRC Text” informing you that the customer appears to be a potential DDD. Follow your region’s established procedure for handling potential DDD cases. ● Number of unborns expected ○ Unborn coverage created: ■ No – For use by Interview Clerks, who do not have the ability to add the unborn to the case Continue to answer questions as appropriate. If the customer reports Third Party Insurance information, you will have the option to select the type of insurance and provide an explanation for discrepant information. If the information within the case, application, and interview are the same, there may be no need to provide additional details and this section could be left blank in that instance. ● These questions will only generate if “Cash Assistance” is selected and “TCA” is selected as the Cash Assistance Type. Answer the questions as appropriate. These questions will only populate when “Caretaker TCA” is selected as the Cash Assistance Type. In instances where the child was placed in the home by OCW and the household is potentially eligible for Relative Caregiver, a link to CF-ES 2305 is provided which includes RCG program requirements to be explained to the customer. Note that the 2305 does not need to be mailed to the customer, it is merely provided as a reference for discussion with them. These questions will only populate if “RAP” is selected as Cash Assistance Type. Provide additional Non-Citizen details in the citizenship and/or additional comments sections. A “No” answer to the rent question will generate a question on homelessness. Enter the applicable wrap-up information. When you are finished completing the template, click “Get CLRC Text” to generate your CLRC notes. If changes are made to the template after this point, click “Get CLRC Text” to update the notes. You cannot make edits to the notes in the box that generates under “Get CLRC Text” itself, however, the notes can be edited in the FLORIDA CLRC Comments box prior to saving. Copy and paste the notes from the CLRC Textbox into the FLORIDA CLRC Comments box. Review the notes in the CLRC Comments box and make any final edits as needed. ● ● If the driver has not been initiated on a new case, or the FLORIDA case is otherwise inaccessible at the time, paste the CLRC notes into the AMS comments field. Due to an issue with BlueZone, some users may not be able to use the FLORIDA Powertools. ○ If this issue affects you, submit a ticket to your region’s Desktop Support IT team. They are aware of the issue and can resolve it. ○ In the meantime, you will need to copy/paste the notes directly into the case’s FLORIDA CLRC screen. ■ From CLRC, press F9 to get a blank screen. ■ Select no more than 4 lines of comments from the template and copy them. ■ Paste them into the first available line of comments in CLRC. ■ Press F8 to save the existing comments and pull up a new blank screen. ■ Repeat until all comments are copied from the template into CLRC. ■ Press enter to save. When you’re ready to move on to the next case, click “Reset Template” to clear all entries.
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