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PY26 WHEAP Manual

Revised: August 2025 3.2.3.1 SSN Verification SSNs must be verified through the HE+ System. When entering an HE+ Application, the HE+ System will prompt a web call to MCI to verify each SSN listed on the application. Agencies shall notify each applicant that all SSNs will be verified with SSA. There is a disclaimer on the paper HE+ Application which serves as notification when the intake method is non-interactive. There is a disclaimer on the electronic HE+ System application that shall be read to each applicant when the intake method is interactive.

The HE+ System will check the SSN against the MCI database administered through the State of Wisconsin Department of Health Services. The MCI database contains verified demographic information obtained by several other state programs. If the SSN(s) can be verified with MCI, the HE+ System will indicate that the SSN(s) has been verified and the worker can proceed with the application.

In the event the SSN(s) cannot be verified with MCI, the HE+ System will automatically send the SSN(s) to the SSA for verification. Verification with SSA will take approximately three business days. The worker should complete all other sections of the application and submit it for benefits. The application will automatically be sent to the worker’s “SSN Sent to SSA” inbox.

The “SSN Sent to SSA” inbox will contain any SSN(s) not found in MCI and needing to be verified with SSA. This requires no user interaction but is an informational inbox for application management purposes. Any application containing an SSN(s) waiting for verification from SSA will remain in this mailbox until SSA has processed the submitted SSN(s), which takes approximately three business days. If the SSN(s) are verified by SSA, the HE+ System will automatically release the SSN(s) allowing the application to extract. If the SSN(s) are not verified by SSA, the SSN(s) will move to the “SSN Rejected by SSA” inbox.

The Division will monitor SSN verifications and any abuse of the verification system by WHEAP agency staff may result in termination of HE+ System access.

3.2.3.2 Rejected SSNs The “SSN Denied by SSA” inbox is populated when any SSN(s) sent to SSA are returned as invalid. This inbox does require user action. The worker must contact the applicant and check if the number and associated information was entered correctly. The worker should identify any discrepancies and update the information in the HE+ System and may have to refer the applicant to the local SSA office for further follow-up. If the new information does not match the MCI database, the HE+ System will again automatically send the information to SSA for verification; the application will move back to the “SSN Sent to SSA” inbox. In rare circumstances, an SSN override may be needed. Workers shall check the "SSN Denied by SSA" mailbox on a regular basis to ensure all applications with a rejected SSN are being addressed in a timely manner.

NOTE: Do not disclose any information returned from MCI or SSA to the applicant. Only ask the questions to determine whether the information originally entered is correct.

In circumstances where the application is submitted and is waiting in the “SSN Denied by SSA” inbox beyond 30 days, the HE+ System will automatically allow for a fourteen (14) day extension