Another Letter from the front-line

Received from another front-line worker:

Here is the first part of the letters that I was telling you about from the Midland call center.

This is a long ordeal so I will try and make it as short as possible. The situation was that XXXXXXX wanted to apply for TP40. I believe she received her application online and submitted it by fax or took it to her local office and they faxed it for her (those specifics would have to come from her). Anyway, it was May 4th I believe when the call center states that they received her application. After not hearing anything for several weeks XXXXX went to her local HHSC office in Houston to inquire. She was told she would have to call 2-1-1. That # does not work and she had to call the long distance number to get anyone on the phone. She was told that her case was in processing and that is all they would tell her.

After about four weeks, knowing that I work for HHSC, she contacted me asking for help in finding out what the situation was with her case. I tried calling 2-1-1 from my area and also found that the number was not accessible and had to call the long distance number that they had given to XXXXX. When I got a rep on the phone, I explained who I was and what I wanted to know and was told that she could not give me that information. Again I told her I was employed with HHSC and needed to know the status of the case. She said she would have to ask her supervisor. I just asked her to put the super on the phone and I would get the information I needed from her. She explained the same thing they told XXXXX. The case was in processing and they had no idea why it was taking so long. I explained the fifteen day time frames and she agreed with that but still said she had no idea what was taking so long. She assured me that she would send it for priority processing.

After a couple of days I still did not hear anything and called again. I was told that the case was not sent to priority processing, but they assured me again that it would be. When I called to check again they said the case was completed and sent to some other sector to actually be processed. I asked for a number for that office and had to call there for an additional two days before someone told me the case was actually worked. So I asked for a Medicaid # so that XXXXXX could at least call and make the Dr.'s appointment she needed. They did not have that information. I was then directed to Mr. XXXXXXX who assured me that her case was completed and it was sent into a holding status for the card to be mailed out. He stated if she did not get the card in nine days to call him back. XXXXX received the attached letters the other day with the date of June 12th on them.

I was told her case was completed on June 7th. She has since received her packet so she can pick her primary care physician, etc... but has STILL NOT received her Medicaid card. Please remember her file date is May 4. I called Mr. XXXXXXX back again yesterday and he assured me the case was completed and she would get her card. As of this minute, there is still no card.

The notices that she received as you will see are confusing to the client. I had to look at them for a couple of minutes to figure out that they actually tested her for three programs. The TP48,40, and 55. She sent them to me so I could possibly confirm that she was certified for the 40. They requested information on her car - how much it was worth, etc...when she did not even apply for any programs that was applicable for. The end date for her 40 is also incorrect but to get them to correct that would be worse than getting congress to act. And she has no idea who to contact about it and why should she? This is the worst example of timliness and customer service I have ever seen!! What if she would not have had me to contact for help? What about elderly and mentally challenged people? They are not being helped or cared for at all.

Note from blogger: This was sent to me from a co-worker.

Note the dates:

1010 filed 5-4-06 for TP40 ONLY

Due date (15 work days) = 5-25-06

Case certified 6-12-06.

Now, what would have happened had one of us "state" workers had done this? Do you think this would be allowed? Imagine how many other cases are out there like this one!

I have attached edited copies of the letter this person received. I blocked out her personal information and am posting this WITH HER PERMISSION! I'm a seasoned worker w/ over 10 years in eligibility. The worker who reviewed this letter also has years in eligibility. It took both of us several minutes reviewing the letter before we figured out exactly what it was telling our client. Do they really believe the clients' can decipher this? As stated above, this particular client could not figure out what was going on so we asked a worker about it. What is going to happen to those clients who can't access a worker face-to-face? I know, without looking at the document, I could never have told her what happened!

This is a cluster f***!!!