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● How are Categorical Eligibility, Consumer Portal, and mailed applications received and opened?
● How are mail-in applications assigned to workers using the tracking log?
● How are high volumes of applications scanned into ECMS and filed to ensure accessibility?
● What is the prioritized order for processing applications?
● Are staff properly trained and assigned appropriate responsibilities?
● Are Requests for Additional Information (RFAIs) issued within the required timeframe?
Each LAA will have its own application intake trends. OHEP managers must identify these peaks and adjust staffing accordingly. Early-season backlogs can delay data entry and RFAIs, resulting in application processing delays, increased call volume, and higher demand for crisis services. As application intake slows, demands shift to certification, payment processing, supplier communication, crisis services, and outreach. Supervisors must carefully monitor every stage—from data entry to scanning, benefit notice preparation, and documentation. External factors such as extreme weather, energy shortages, price spikes, or economic downturns may also affect application volume and require operational adjustments. 14.2 Application Processing Standards To maintain timely service and meet program expectations, the following practices are required: A. Scanning and Document Upload ● Paper applications and documents are immediately uploaded to ECMS.
● Telework staff may securely email encrypted documents for upload.
Updated May 2025