Page 46

19

CCPO toll free at: 1-888-224-4536 or 907-269-1064.

The subject line of the message must include the PASS category (PASS I, PASS II, or PASS III), a designated priority level as outlined below and the topic. Examples: “PASS I – Level 1 – Allowable additional care” “PASS II – Level 2 – Irregular income for spouse” “PASS III – Level 3 –Incorrect Payment clarification.”

For general inquiries, the body of the message needs to include: your specific question, relevant information, the preferred solution and justification for the preferred solution.

When submitting questions or requests for additional guidance on policy or procedural issues for PASS I, PASS II, or PASS III CCA, the CCPO requires the Designee and WSP to categorize each request into one (1) of three (3) levels described below. The priority level is determined based on the content of the question or guidance needed and the urgency, such as processing timeframe requirements. Delay in working a case or submitting a question does not necessarily constitute a higher level of priority. Level 2 or Level 3 requests should not be identified as Level 1. If the priority level is not included the submission will be considered a Level 3.

1. Level 1: Response is to be provided within forty-eight (48) hours regarding a critically important issue.

2. Level 2: Response is to be provided within five (5) business days regarding a less time-critical question or concern.

3. Level 3: Response is not time sensitive and/or the CCPO is being alerted to a hypothetical situation or a real scenario that needs future consideration and/or thought.

Level 3 submissions may also be tabled for general discussion during a statewide teleconference, if appropriate. The CCPO will acknowledge this request within five business days, but a decision or full response may be tabled for future discussions.