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Letters Issues


Revised October 17, 2012





Letters listed in this chapter have known issues and you can view the documentation by clicking on the letter series. When available, a Processing Alternative will be listed with each issue along with the associated Problem Report (PR) number.  Issues which are not associated with a specific letter or could be occurring on multiple letters can be found in Other Issues.

 

If you are having an issue with an ACES letter and it's not shown here, please contact OSD-IT Solutions Customer Support at (360) 664-4560.

 

If you have comments or suggestions for ways we can improve letters, please visit the Plain Talk in ACES Letters website.

 

 002 – Approval  018 – LTC Change  030 – Vendor Payment
 004 – AU Denial  023 – Request for Information   045 – Overpayment
 006 – Termination  025 – Extension Approval  055 – General Correspondence
 007 – Suspension    999 – Computations
 008 – Change Benefits           027 – Recertification  Other Issues
 017 – Supplement

 


002 - Approval

002-01   Approval Letter

 

 

002-01  Approval Letter

 

·         PR 3220 - No letter generated

 

Situation:

 

o    When approving a spenddown AU where the initial month(s) is denied with Reason Code 284 - Failed to meet Spenddown Requirement, and the worker has not accessed the letters page, no approval letter is generated for the spenddown AU.

 

Processing Alternative:

 

o    The user must manually create the appropriate approval letter and add freeform text.


004 – AU Denial

004-02  Food Assistance Denial for AU

 

004-03  Medical/LTC Denial for AU

 

 

004-02  Food Assistance Denial for AU

 

·         PR 8702 - Conditional text contains an invalid date

 

Situation:

 

o    If a client is denied WASHCAP due to an IPV, the date that is displaying as the Penalty End date is incorrect. It should display the last day of the month as the correct penalty end date.

 

There is no Processing Alternative.

 

004-03  Medical/LTC Denial for AU

 

·         PR 6446 - Text Block Generated in Error

 

Situation:

 

o    A client on an S99 AU was denied on an S03 AU due to excess income. The text block that generated on this letter is inappropriate. The case did not meet the generation criteria for the following text block to be added to this letter:

 

"We have looked through your record to see if you can get medical from any of the programs offered by DSHS. Your record does not show that you are pregnant, 65 or older, blind, or that you cannot work because of a disability. You may apply for emergency medical assistance if you have hospital or ambulance expenses. If you still need medical assistance, you may want to apply for health insurance through Basic health (BH). Your BH premiums depend on your income. For more information, call BH at 1-800-826-2444."

 

Processing Alternative:

 

o    Users can locally print out the letter, block out the unwanted text before mailing to client, or add freeform text to disregard the inappropriate portions of the letter.


006 - Termination

 

006-01  Termination for AU

 

006-08 General Termination of Benefits for an Individual

 

 

006-01  Termination for AU

 

·         PR 4082 - Denial with reason code 551/557 requiring mandatory freeform text

 

Situation:

 

o    When an AU is terminated with Reason Code 551 - Whereabouts Unknown, the letter is displaying in pending history with the mandatory freeform text required indicator. Freeform text is not required for Reason Code 551.

 

o    When an AU is terminated with Reason Code 557 - AU Requests Closure, the letter is displaying in pending history with the mandatory freeform text required indicator. Freeform text is not required for Reason Code 557.

 

There is no Processing Alternative.


NOTE:

The letter can be printed locally or centrally even if there is no entry in the mandatory freeform text box. The mandatory freeform text indicator is only a reminder.


 

006-08  General Termination of Benefits for an Individual

 

·         PR 4642 - Letter generates incorrectly when F07 spawns to F06

 

Situation:

 

o    This letter is incorrectly generating when an F07 AU spawns back to an F06 AU. Letter 006-01 should be generating instead.

 

Processing Alternative:

 

o    If this is a system generated letter, the user can delete the letter 006-08 and create the correct letter 006-01. If AUTO generates this letter, there is no Processing Alternative.


007 - Suspension

007-01  Suspension for Cash/Food

 

 

007-01  Suspension for Cash/Food

 

·         Same WAC codes and text is being printed twice.

 

Situation:

 

o    The reason and WAC code that is printed in the text box following "the reasons for this decision are:" is printing twice.

 

There is no Processing Alternative.


008 – Change Benefits

008-04  Change in ADATSA Outpatient to Residential

 

 

008-04  Change in ADATSA Outpatient to Residential

 

·         PR 4370 - Incorrect letter generated-should be 008-01

 

Situation:

 

o    When the cash benefit amount for a GW-Y AU changed, letter 008-04 Change in ADATSA Outpatient to Residential is generated instead of letter 008-01 Change in Cash/Food Assistance.

 

Processing Alternative:

 

o    User can delete letter 008-04 and manually create letter 008-01.


017 – Supplement



017-01  Supplemental Payment for Cash/Food

 

 

017-01  Supplemental Payment for Cash/Food

 

·         PR 5576 - The ongoing benefit amount and month displays incorrectly

 

Situation:

 

o    The ongoing benefit amount is displaying incorrectly.

 

o    The ongoing benefit month is displaying incorrectly.

 

Processing Alternative:

 

o    Correct the ongoing benefit amount.

 

o    Correct the ongoing benefit month.


018 – LTC Change

018-03  LTC Change or Termination

 

 

018-03  LTC Change or Termination

 

·         Closing dates not correct, letter not being pre-filled as appropriate

 

Situation:

 

o    Closing date is not pre-filling correctly,

 

o    In some situations the program type may or may not pre-fill.

 

o    In some situations the WAC code and related text may or may not pre-fill.

 

Processing Alternative:

 

o    Review the closing date to ensure the correct closing date is listed.

 

o    Review the program type, and if the program type is not selected, then the user would need to select the correct program type.

 

o    If the WAC code and related text are not pre-filled the user would need to use the Mandatory or Optional Free Form Text box to enter the appropriate WAC code and reason text.

 

·         Medical benefits have changed when it’s not a change but a termination

 

Situation:

 

o    The box indicating that the Medical benefits has "Changed" is being populated, when medical benefits have actually terminated, not changed.

 

Processing Alternative:

 

o    The user should ‘uncheck’ the "Changed" box.

 

·         Medical End date is being inappropriately pre-filled

 

Situation:

 

o    The box showing the "End" date for medical is being populated with the end of the original certification as the end date. (This currently isn’t a problem with the letter pre-filling incorrectly, the letter was designed for this to happen)

 

Processing Alternative:

 

o    The user should ‘uncheck’ the "End" box, or change the date to the termination date.


NOTE:

Sometimes the Mandatory Free Form Text box does not display, the user can enter any Mandatory Free Form Text into the Optional Free Form Text box if needed.


023 – Request for Information

023-01  Missing Verification for Interview

 

 

023-01  Missing Verification for Interview

 

·         Letter is being generated with incorrect/missing dates

 

Situation:

 

o    If the user updates the "At your interview on" field with the correct date, and does not update the "If we don't get this information from you by" field, the system will populate this field with the same date that is entered in the first field.

 

Processing Alternative:

 

o    Edit the letter for completeness/correctness before either locally or centrally printing the letter.

 

·         Letter created from VERF screen does not contain information

 

Situation:

 

o    When the F19 key is depressed and letter 023-01 – Missing Verification for Interview is created from the VERF screen, nothing is pre-filling into the missing verification letter.

 

Processing Alternative:

 

o    User needs to enter the date of the interview.

 

o    User needs to enter the missing verifications.

 

o    User needs to enter the date the verifications are due.


025 – Extension Approval

025-02  Approval for Transitional Medical - 12 Months

 

025-03  Approval for Transitional Refugee Medical

 

 

025-02  Approval for Transitional Medical - 12 Months

 

·         Letter Does Not Generate In Batch

 

Situation:

 

o    When AUTO  terminates an F01 AU with Reason Code 331 – Excess Net Income, wages for an additional reason such as SSA income from the BENDEX or child support income from the SEMS interface cross-matches,  and the AU sprouts an F02 or F03 in batch, the letter does not generate.

 

Processing Alternative:

 

o    Worker will need to watch for Alert Code 322 – MA AU CREATED DUE TO CASH AU TERMINATION and manually create letter 025-02.

 

025-03  Approval for Transitional Refugee Medical 

 

·         Letter Does Not Generate In Batch

 

Situation:

 

o    When AUTO terminates an R01 AU with Reason Code 331 – Excess Net Income, wages for an additional reason such as SSA income from the BENDEX or child support income from the SEMS interface cross-matches,  and the AU sprouts an R02 AU in batch, the letter does not generate.

 

Processing Alternative:

 

o    Worker will need to watch for Alert Code 322 (MA-AU created due to cash termination), and then manually create the letter 025-03.  

 

·         Certification Period Is Incorrect

 

Situation:

 

o    The certification period displayed on the letter does not match the certification period on the MAFI screen.

 

Processing Alternative:

 

o    Review the certification period displayed on the letter. Enter the correct date if appropriate.    


027 – Recertification

027-01  Cash/Medical/Food Recertification    

 

027-02  Incapacity Redetermination

 

027-01  Cash/Medical/Food Recertification

 

·         PR 4674 - Letter generated for denied AU

 

Situation:

 

o    User had reinstated an S06 AU and initiated a review. The system denied the S06 AU for Reason Code 301 – Exceeds Income Standard. Letter 027-01 was incorrectly generated approving the S06 for one year.

 

Processing Alternative:

 

o    User needs to delete the generated letter 027-01 in pending letters and create the correct denial letter 004-03.

 

027-02  Incapacity Redetermination

 

·         End Date Does Not Populate Correctly

 

Situation:

 

o    The date that GA cash and medical continues through does not display.

 

Processing Alternative:

 

o    Review letter to determine if date displays correctly. Add date to letter if appropriate.

 


030 – Vendor Payment

030-01  Vendor Payment

 

 

030-01  Vendor Payment

 

·         Amount and Date Do Not Populate

 

Situation:

 

o    The amount and the date of the vendor payment do not populate.

 

Processing Alternative:

 

o    Review the amount and date fields for the correct date. Fill in correct amount and date if necessary.


045 – Overpayment

045-02  Cash Assistance Overpayment - Intentional  

 

 

045-02  Cash Assistance Overpayment - Intentional

 

·         Benefit column heading is misaligned on Spanish LEP translation Copy

 

Situation:

 

o    The overpayment benefit column headings on LEP Spanish version are misaligned. The column headers start too far left of the benefit figures.

 

Processing Alternative:

 

o    There is currently no processing alternative to correct column headers on the letter. The misalignment will be corrected as soon as possible.


055 – Disqualification

055-01  ADH for 1st or 2nd Offense Before 1/1/97

 

055-02  1st or 2nd Food Assistance Disqualification After 12/31/96

 

 

055-01  ADH for 1st or 2nd Offense Before 1/1/97

 

·         Freeform Text Types Over Letter Text

 

Situation:

 

o    Freeform text blocks overtype static text for Cambodian, Chinese, Korean, Laotian, Russian, and Vietnamese languages.

 

Processing Alternative:

 

o    For Cambodian, Chinese, Korean, Laotian, Russian, and Vietnamese languages, create the letter in English and send for translation.

 

 

055-02  1st or 2nd Food Assistance Disqualification After 12/31/96

 

·         Freeform Text Types Over Letter Text

 

Situation:

 

o    Freeform text blocks overtype static text for Cambodian, Chinese, Korean, Laotian, Russian, and Vietnamese languages.

 

Processing Alternative:

 

o    For Cambodian, Chinese, Korean, Laotian, Russian, and Vietnamese languages, create the letter in English and send for translation.


999 – Computations

999-01  Cash Assistance Computation

 

999-03  Medical Assistance Computation

 

 

999-01  Cash Assistance Computation

 

·         PR 5959 - Resources Display Oddly

 

Situation:

 

o    In some situations, the resources listed in the computation trailer are misaligned.

 

There is no Processing Alternative.

 

·         Total Deductions Incorrect

 

Situation:

 

o    In some cases, the Total Deductions field lists the total resource amount instead of the total deductions used in the computation.

 

There is no Processing Alternative.

 

999-03  Medical Assistance Computation

 

·         PR 4226 - LTR 020-01 MN Spenddown - 999-03 computation trailer lists income and resources for retro months

 

Situation:

 

o    An incorrect 999-03 trailer is being sent with letter 020-01 when a spenddown is authorized and retro medical is done on the same day (with the same AUID).

 

o    The letter 020-01 addresses the current base period, however the 999-03 trailer is listing the income and the resources for the retro months.

 

Processing Alternative:

 

o    Manually create a 020-01 letter for the retro base period.


OTHER ISSUES

Other Issues - These problems are not associated with a specific letter or could be occurring on multiple letters.

 

Denying AU in Historical Month with 587 or 599 Reason Code

 

 

Denying AU in Historical Month with 587 or 599 Reason Code

 

Situation:

 

o    When a newly screened AU or individual is denied in a historical month with a 587 or 599 Reason Code because the household received assistance that month in another AU, letters 004-01, 004-02, 004-03, 005-01, 005-02, and 005-03 generate in error for the historical months. These letters do not contain Reason Code text or WAC.

 

Processing Alternative:

 

o    When denying an AU or an individual in an AU in a historical month with a 587 or 599 Reason Code, delete any system created 004-01, 004-02, 004-03, 005-01, 005-02, or 005-03 letters. Manually create appropriate letter to client (004-01, 004-02, 004-03, 005-01, 005-02, or 005-03).

Modification Date: October 17, 2012