Wisconsin is one of those quiet, competent places that doesn’t toot its own horn much. It sits back and takes all those cracks about being the cheese capital of the nation while working diligently on innovations to improve the quality of life for its residents.
That’s why it is no surprise that Wisconsin is a leader in the effort to create a quick and easy way for families to find out if they are eligible for health, nutrition, and other programs. The ACCESS program also allows them to apply online, check the status of their benefits, and report any changes.
There is nothing “cheesy” about the ACCESS program and the impact it is having on children and families in Wisconsin. Tricia Brooks from CCF spoke to Angela Dombrowicki, Director of the Bureau of Enrollment Management at the Wisconsin Division of Health Care Access and Accountability, to learn more about ACCESS. Here’s what Angela had to say:
CCF
On the Wisconsin.gov website, it says that ACCESS is your key to health, nutrition, and other programs. Tell us about the system.
Angela
ACCESS is a fast, easy-to-use internet tool that allows Wisconsin families to screen their eligibility for a number of public programs, apply directly for benefits online, check the status of their benefits, and report changes.
CCF
So let me get this right. You can enter your information to see if you or any family members are eligible for benefits and you get an answer right away?
Angela
That’s right. The screening tool asks for basic information to give families an idea if they may be eligible for BadgerCare Plus (medical insurance), FoodShare (Wisconsin’s Food Stamps program), and a number of other programs, such as WIC and heating assistance. When families get a positive response, they are more likely to apply.
CCF
What happens if you want to apply after screening your family’s circumstances?
Angela
You will be prompted how to proceed. The screening tool is anonymous so you do have begin a new application; however, the system is easy-to-use and prompts the applicant to provide information or answer questions that are needed to determine eligibility.
CCF
So the online application is not simply an electronic version of a paper application, which, sometimes can be difficult and confusing to complete.
Angela
No, it’s an interactive system that prompts the applicant if a response is missed and instructions are written at a 4th grade reading level so it is easy to understand.
CCF
What happens after someone applies for benefits online?
Angela
The applicant can print a summary of the information they provided, which also includes a list of documents they may be required to provide. Meanwhile the information is forwarded to an eligibility worker who begins to process the application. After the initial processing of the application, a letter will be sent to the applicant listing documents that are needed to verify eligibility.
By end of the May, everyone who applies online will be asked to set up an account as the first step in the application process. This will allow us to provide information about the status of an application right away. This information will be on the customer’s landing page as soon as she or he logs in. Once the application is processed, the customer will be instructed to set up a “check my benefits” account using his or her case number for more detailed information.
CCF
If they have the capacity, can the applicant submit the document electronically; for example, if they have access to a scanner?
Angela
Not yet, but that is on the drawing board.
CCF
I often heard about several problems with online systems: 1) you cannot stop and restart an application; 2) you have to print the application, sign it, and mail it in with documents; and 3) the information you enter doesn’t actually go into the state eligibility system. How does ACCESS handle these issues?
Angela
ACCESS addresses all of those issues. Applicants can set up an account, which enables them to stop and restart an application. At the end of the application, the individual authorizes an electronic signature that eliminates the need to print and sign any forms. We wanted to make the process as easy as possible for applicants, but another important goal was to ease the workload of local eligibility offices. So it was a priority for us to use the application information to automatically populate the eligibility system.
CCF
I also noticed on the ACCESS website that there are specific buttons for providers/partners. What purpose do these serve?
Angela
There are two purposes. First, providers and qualified entities use ACCESS to complete presumptive eligibility applications or what we call “express enrollment” for children and pregnant women. Secondly, community agencies may assist families in applying for services. Right now, they can only check the status of applications along with the applicant.
CCF
How does the presumptive eligibility work?
Angela
The Express Enrollment tool is separate from the Apply For Benefits tool in ACCESS. Partners and providers use this tool with a secured logon to collect enough information to determine eligibility for temporary enrollment in BadgerCare Plus for children and pregnant women. The partner or provider prints a temporary card for immediate use. The eligibility information is transmitted to our Medicaid/CHIP Management Information System called InterChange, which generates a plastic card that is effective through the end of the next month following enrollment. The member is informed that they must submit a full application to maintain BadgerCare Plus benefits.
CCF
There are some great reports available on the website that detail current and historical data regarding use of ACCESS. What made you decide to make these data available publicly?
Angela
We were getting lots of questions about the utilization of ACCESS and decided this was the easiest way to provide that information. We also post enrollment data on the web.
CCF
Why did Wisconsin decide to invest in the ACCESS system?
Angela
In 2004, we began to realize that more working families were in need of services and we wanted to increase participation. We started with the online eligibility screener. In 2005, we added the ability to check the status of benefits. The electronic application was launched in mid-2006 with the ability to report changes added later that year. We continually work on ease-of-use and functionality to improve customer service and satisfaction.
CCF
That’s a great approach for providing benefits. So what’s next?
Angela
We have some important enhancements in the works and on the drawing board. We are hoping to add the option to renew coverage online before the end of 2009. And, as I said, sometime in the future we want to provide applicants and community partners the ability to scan in documents needed to verify eligibility.
But what we are most excited about are new tools to support the launch of our new health insurance program for adults without dependent children, called BadgerCare Plus Core Plan. By early 2010, applicants for this new plan will complete a health assessment and list the name of their primary care provider. The system will then identify participating HMO’s whose network includes the applicant’s provider and that have the best quality measures (based on HEDIS data) in treating certain chronic conditions noted in the health assessment.
CCF
Sounds very exciting.
For more information on the Wisconsin ACCESS program, visit www.access.wi.gov.
