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Administrative Manual Section: General Administrative Procedures and Compliance Policy Manual Number: 200.030 Chapter: The Application Process
May 1, 2024
Division of TennCare 6
b. Application Assistance
Assistance is available to individuals that need help with applications or with renewing eligibility.
i. In-person assistance: In-person assistance is available at local DHS offices. Individuals applying for coverage at a local DHS office will be instructed on how to use a designated TennCare kiosk to file an application. If the applicant requires assistance, a DHS worker will be available to assist with application completion. Access to a telephone to file an application with TennCare Connect is also available in local DHS offices. NOTE: DHS workers are not TennCare Eligibility Specialists, but each county office has personnel that have completed TennCare training and are available to assist with online application filing. In person assistance is also available through local AAADs. Individuals that do not have TennCare and are interested in receiving in-home LTSS services may contact the local AAAD at 1-866-836-6678 for assistance with the application process.
Assistance from the AAADs is not limited to individuals applying for LTSS. Individuals with disabilities that need assistance completing an application may contact the AAAD at 1- 866-836-6678.
Individuals with disabilities that need additional assistance in person may also contact TennCare Connect for a referral to the Tennessee Community Services Agency (TNCSA). TNCSA will reach out to the individual to assist with the application process. TNCSA makes referrals to AAADs for individuals identified as needing in-person assistance to complete an application.
In-person assistance is also available to the following specific groups of individuals:
1. Pregnant women may receive application assistance through the Tennessee Department of Health (TDH) staff; and
2. Women with breast or cervical cancer may receive application assistance with DOH staff.
ii. Telephone assistance: Telephone assistance is available through TennCare Connect. TennCare Connect is able to assist an individual with completing an application by phone or providing assistance to an applicant filing an online application.
iii. Online assistance: Individuals requiring assistance who intend to file an online application may call TennCare Connect for assistance while completing the application.