Policy  Directive                                                    Issuance Number: MS 05-05

Medical Services Policy Manual                       Issuance Date: August 1, 2005

From: Joni Jones, Director                               Expiration Date: Until Superseded

Subj: ARKids First Telephone Renewals

For the past six months, Area I has been conducting a pilot project to increase the number of completed ARKids renewals when the family does not return the DCO-975. Under this pilot, the county office attempts to contact the adult by phone and complete the renewal via phone before mailing another DCO-975 to the family. As a result of this pilot, renewals were completed on nearly 30% of cases that would have otherwise been closed for failure to return the DCO-975. Due to this success, the decision has been made to implement this project statewide.

Effective August 1, 2005, all counties will follow the procedures described in this directive. A special version of the DCO-975 (DCO-975T) has been developed for county office staff to use when completing a renewal via the telephone. The DCO-975T (Telephone) is to be used only for this purpose. Included on the front of the form is a place to write the name of the person being interviewed as well as a section on the back of the form for reporting the reason the original DCO-975 was not returned. A copy of the form is attached and is also available on DHS-Gold.

These procedures apply to both ARKids A and ARKids B renewals and should be a tremendous asset in providing continuation of coverage for the children that are covered under these categories.

NOTE: Throughout the procedures the word “adult” is used.  Adult refers to both the case head    (including emancipated minors) and to other responsible adult caretaker relatives in the home.

Procedures for Renewals via Telephone

The system-generated DCO-975 (Annual Renewal Notice and Eligibility Report Form) will continue to be sent to the adult on the sixth workday from the end of the tenth month from the last renewal date.  The form requests the adult to return the completed form by the tenth day of the eleventh month. 

If the form is not returned by the due date, the caseworker will complete the following:

·        Access ANSWER and/or the case record to determine if the county has a telephone number for the case head. 

•  If the county does not have a telephone number, the caseworker will send a 15-day notice and blank DCO-975 to the adult according to current procedures.

•       If the county does have a telephone number available, the caseworker will make a minimum of three attempts to call the case head at different times on three different days.

•     If the caseworker cannot reach the adult by telephone, send a 15-day notice with a blank DCO-975 no later than the first day of the twelfth month.

•     If the adult is reached by telephone:

•       Advise the adult that the county did not receive the family’s ARKids Renewal form and ask if he/she would like to do the renewal over the phone.  The caseworker will tell the adult that it should only take a few minutes.  If the adult agrees:

•  The caseworker will go over the DCO-975T with the adult, completing the form as the adult answers the questions.  The caseworker will ask the adult about change of address, household composition, income, child care, health insurance and PCP (if applicable). 

•  The caseworker will ask the adult why he/she didn’t return the Renewal form and record the answer at the bottom of the DCO-975T.  (Please get as detailed a response to this question as possible as this will help us determine if changes are needed to the DCO-975 or if other actions can be taken to increase the number of returned forms.)

•  The caseworker will read the statements at the end of the DCO-975T under “PLEASE READ CAREFULLY BEFORE SIGNING THIS FORM” to the adult. 

•  The caseworker will tell the adult that the answers the adult has provided have been recorded on the DCO-975T.  The caseworker will sign and date the bottom of the DCO-975T with a notation as to who provided the answers via telephone.  A copy of the completed form will be mailed upon the request of the client.

•  The caseworker will update the information on ANSWER, completing the renewal process. 

•  If the adult doesn’t agree to the telephone interview, the caseworker will ask if the adult received the form and why it wasn’t completed and mailed in.  The caseworker will record the adult’s response in the narrative.  The caseworker will then send a 15-day advance notice with a blank DCO-975.

Inquiries to:       Carmen Banks, 501-682-8258

Diana Teal, 501-682-1562

                        Carla Droughn, 501-682-8254