§ 12-13-5-14 — Contractor responsibilities; report

Indiana § 12-13-5-14

• Jurisdiction: Indiana
• Art. 13: DIVISION OF FAMILY RESOURCES
• Ch. 5: Duties of Division

Text

(a) As used in this section, "committee"
refers to the interim study committee on public health, behavioral
health, and human services established by IC 2-5-1.3-4.
(b) A contractor for the division, office, or secretary that has
responsibility for processing eligibility intake for the federal
Supplemental Nutrition Assistance program (SNAP), the Temporary
Assistance for Needy Families (TANF) program, and the Medicaid
program shall do the following:
(1) Review the eligibility intake process for:
(A) document management issues, including:
(i) unattached documents;
(ii) number of documents received by facsimile;
(iii) number of documents received by mail;
(iv) number of documents incorrectly classified;
(v) number of documents that are not indexed or not correctly
attached to cases;
(vi) number of complaints from clients regarding lost
documents; and
(vii) number of complaints from clients resolved regarding
lost documents;
(B) direct client assistance at county offices, including the:
(i) number of clients helped directly in completing eligibility
application forms;
(ii) wait times at local offices;
(iii) amount of time an applicant is given as notice before a
scheduled applicant appointment;
(iv) amount of time an applicant waits for a scheduled
appointment; and
(v) timeliness of the tasks sent by the contractor to the state
for further action, as specified through contracted
performance standards; and
(C) call wait times and abandonment rates.
(2) Provide an update on employee training programs.
(3) Provide a copy of the monthly key performance indicator
report.
(4) Provide information on error reports and contractor
compliance with the contract.
(5) Provide oral and written reports to the committee concerning
matters described in subdivision (1):
(A) in a manner and format to be agreed upon with the
committee; and
(B) whenever the committee requests.
However, written reports shall be provided in an electronic format
under IC 5-14-6.
(6) Report on information concerning assistance provided by
voluntary community assistance networks (V-CANs).
(7) Report on the independent performance audit conducted on
the contract.
(c) Solely referring an individual to a computer or telephone does
not constitute the direct client assistance referred to in subsection
(b)(1)(B).

Legislative History

As added by P.L.153-2009, SEC.2. Amended by P.L.205-2013, SEC.183; P.L.53-2014, SEC.103.