National Verifier Training: Eligibility. November 8, 2017

Transcription

1 National Verifier Training: Eligibility November 8,

2 Housekeeping Audio is available through your computer s speakers The audience will remain on mute Enter questions at any time using the Questions box There is a large audience signed in today. We will accept as many questions as possible If your audio or slides freeze, restart the webinar A copy of the slide deck is in the Handouts section of the webinar panel 2

3 Course Objectives At the end of the course, you will be able to: Navigate the NV Web Portal Assist a consumer with the eligibility process via the different possible methods (NV Web Portal, mail, or a service provider representative NV Web Portal account) understand: A consumer s options for checking their eligibility Procedural guidelines (ex. responsibilities service providers have when supporting consumers in checking their eligibility / applying for Lifeline) The role of the Lifeline Support Center, service providers, and consumers in the eligibility process How to navigate common eligibility scenarios 3

4 Course Overview 01 INTRODUCTION What are new terms to know? What changed with the introduction of the NV Web Portal? 02 APPLYING FOR LIFELINE VIA THE NV WEB PORTAL How can a consumer access the NV Web Portal? How does a consumer apply for the Lifeline benefit through the NV Web Portal? 03 APPLYING FOR LIFELINE VIA MAIL Where can a consumer find a paper application? How does a consumer apply for Lifeline benefits through mail? 04 APPLYING FOR LIFELINE WITH ASSISTANCE FROM A SERVICE PROVIDER How can a service provider assist a consumer apply via their NV Web Portal SP account? What are the service provider s responsibilities? 05 SUMMARY What are the key themes and takeaways? Q&A 4

5 Section 1: Introduction 5

6 Introduction Key Definitions and Terms Term Apply / Check Eligibility Benefit Qualifying Person (BQP) Document Submission Enroll Hard Error Household Worksheet IVR (Interactive Voice Response) Definition Consumer submits their Application Form via the NV Web Portal, mail, or with assistance from a service provider (SP) to determine their Lifeline eligibility The person in the consumer s household who is eligible for Lifeline Program benefits when the consumer does not qualify. Typically, this person qualifies for Lifeline Program benefits, but cannot subscribe to a carrier on their own, and is a dependent of the consumer Consumer submits copies of official documents that prove their identity, eligibility status, or address using the NV Web Portal or mail After being deemed eligible, the consumer contacts a participating service provider to start receiving their Lifeline service and benefit. A problem with a consumer's Lifeline application that prevents it from being submitted. For example, entering a number into the "Name" field. Hard errors can be resolved by fixing or re-entering the information. This worksheet must be submitted in cases when multiple eligible consumers who are not part of the same household or family live at the same address Automated system that allows humans to interact with a computer over the phone, through the use of voice, touchpad, and dialing 6

7 Introduction Key Definitions and Terms Term Definition Lifeline Navigator A person who assists eligible consumers when applying for Lifeline Lifeline Support Center National Verifier (NV) Web Portal NLAD (National Lifeline Accountability Database) PII Soft Error Responsible for conducting manual eligibility reviews and operating the consumer call center The National Verifier's website. A one-stop-shop where users can log in to check eligibility for Lifeline, view application status, resolve problems, and receive notifications. The NLAD system is the repository for enrolling consumers in the Lifeline program after their eligibility has been verified through the NV. NLAD initiates recertification and helps service providers initiate eligibility checks for benefit transfers and claim current consumers for facilitating disbursements. Any information about an individual that can be used to distinguish or trace an individual s identity either alone or when combined with other information that is linked or linkable to a specific individual. Examples include name, social security number, date and place of birth, etc. An error in a submitted application that can be addressed through document submission 7

8 Introduction Changes with the National Verifier Before the National Verifier After the National Verifier Service providers conducted eligibility checks The National Verifier system centralizes eligibility verification Consumers were only able to check their eligibility for Lifeline via one method (through service providers) Applicants check eligibility directly via the NV Web Portal, mail, or with assistance from a service provider, and can be assisted by Lifeline navigators Not all consumers were able to check their application or eligibility status online at a centralized location Consumers can check their application and enrollment status online or by contacting the Lifeline Support Center Note: The Before the National Verifier characteristics only apply to states where a state Lifeline administrator or other state agency is not responsible for the initial determination of a consumer s eligibility. 8

9 Introduction Scenario Walkthrough Overview This exercise will address common eligibility check scenarios. These scenarios include but are not limited to consumers: 1 Applying via the NV Web Portal 2 Applying via mail 3 Applying with assistance from a service provider WHO S WHO Taylor Consumer Taylor is a potential consumer and would like to apply for Lifeline for the first time. Chris SP Representative Chris works for an Eligible Telecommunications Carrier (ETC). 9

10 Section 2: Applying for Lifeline via the NV Web Portal 10

11 There are multiple ways through which a consumer can apply for Lifeline. 1. As a potential consumer, apply directly via the NV Web Portal. 2. As a potential consumer, apply directly via mail. 3. As a potential consumer, request assistance from an SP to apply. For consumers with disabilities and in extenuating circumstances, applying via phone through a Lifeline Support Center representative is an option. When a consumer applies directly via the NV Web Portal or mail, they can receive assistance from a Lifeline navigator or trusted personal contact such as a family member. 11

12 Applying for Lifeline via the NV Web Portal Process Overview A potential consumer can apply for Lifeline via the NV Web Portal in English or Spanish. They will follow these steps: Visit the NV Web Portal and create a user account. Log in using their account username and password. Review consumer information in the Application Form. Select the qualifying program(s) they participate in. No errors found Errors found View the eligibility result and follow directions to enroll in Lifeline. *This step is discussed further in the Document Submission webinar. 6 5a Read, initial, and e- sign the certification and consent statements. 5b *Follow instructions to resolve errors. 12

13 Applying for Lifeline via the NV Web Portal Step 1: Create an NV Web Portal User Account To create a user account, a potential consumer will need to visit the NV Web Portal. There are two primary avenues by which a potential consumer can learn about Lifeline and access the NV Web Portal to apply: A. Going to checklifeline.org and clicking the Get Started button. The consumer can choose to view the Portal in English or Spanish. B. Visiting a consumer advocate in person or a trusted personal contact, and accessing the NV Web Portal to submit an application with their assistance. 13

14 Applying for Lifeline via the NV Web Portal Step 1: Create an NV Web Portal User Account The consumer is redirected to a form where they will enter their personally identifiable information (PII) in order to create their user account. The information entered will be used to determine the consumer s eligibility for the Lifeline program. Date of birth must be in the MM/DD/YYYY format. First and last name may only consist of letters, hyphens, spaces, and single quotes. The first name should be the consumer s legal name, not a nickname. The last name must be at least 2 characters. The consumer must choose an initial launch state from the drop down menu. 14

15 Applying for Lifeline via the NV Web Portal Step 1: Create an NV Web Portal User Account The next part of the form requires the consumer to enter a username, password, responses to security questions, and a preferred method of contact if desired. Inputting a username, password, and security question responses are mandatory. The consumer will use their username and password to log in to the NV Web Portal, and the answers to the security questions will help the consumer reset their password and/or username in the future, if necessary. Part 1 The consumer will see the username and password requirements. They will be notified if: 1) A username is unavailable; 2) A username does not meet requirements; and/or 3) A password does not meet requirements. 15

16 Applying for Lifeline via the NV Web Portal Step 1: Create an NV Web Portal User Account The next part of the form requires the consumer to enter a username, password, responses to security questions, and a preferred method of contact if desired. Inputting a username, password, and security question responses is mandatory. Part 2 The consumer can provide their preferred method of contact, if desired. They will receive notifications whenever updates relevant to their Lifeline application and account are made. 16

17 Applying for Lifeline via the NV Web Portal Step 2: Log in to the NV Web Portal Once the consumer s account is created, they will use their credentials to sign in to the NV Web Portal from the login page. If a consumer forgets their username or password, they can reset them by clicking these links. They can either enter in their e- mail to have their temporary information sent to them or answer their security questions to see a temporary username/password and instructions to reset them. From this login page, a new consumer who has never created an account could start the process. 17

18 Applying for Lifeline via the NV Web Portal Step 3: Review the Application Form The consumer will be prompted to review their information once more before submitting their information. The consumer can edit information if needed. The consumer will need to read and check the box for the statement in order to proceed to the next page. 18

19 Applying for Lifeline via the NV Web Portal Step 4: Select the Qualifying Program The consumer can then proceed to choose all the qualifying programs that they currently participate in which demonstrate their eligibility for Lifeline. The consumer should check the box next to all the programs that they are in. 19

20 Applying for Lifeline via the NV Web Portal On the Backend: Checking Eligibility Following the consumer s submission of their application, the NV will use their PII to validate their identity and address, and check if they are participating in a qualifying program using the available data sources listed below. Consumer who are not found in these databases will have the opportunity to prove their eligibility by submitting additional documentation. The initial states in the NV beginning December 2017 include CO, MS, MT, NM, UT, and WY. State Colorado Mississippi Montana New Mexico Utah Wyoming All NV States Data Sources SNAP and Medicaid SNAP Manual eligibility review SNAP and Medicaid SNAP and Medicaid Manual Eligibility Review Federal Public Housing Assistance (HUD Database) 20

21 Applying for Lifeline via the NV Web Portal Step 5a: Initial Statements and E-Sign Next, the consumer needs to review and initial next to the Certification and Consent statements. Once the consumer does so, they will add their e-signature. At this point, the consumer can click submit and finish the application process. There are 9 total statements to initial. Scroll Down! It is critical that the consumer understands and consents to the information on this tab. A person assisting a consumer cannot initial or enter the e-signature for the consumer. 21

22 Applying for Lifeline via the NV Web Portal Step 6: Follow Instructions to Enroll Once the consumer finishes the process and is determined to be eligible for Lifeline, they will view their Qualified eligibility result and can follow the directions to enroll in Lifeline. The consumer s Qualified eligibility result will expire in 90 days. They must sign up with a service provider by the listed date. 22

23 Applying for Lifeline via the NV Web Portal Step 5b: Resolve Errors If a consumer s information cannot be initially verified, they will see one of the following eligibility results. Depending on the result, the consumer may need to submit additional documentation to supplement their application. Result Type Qualified, But Cannot Change Companies Yet. Already Enrolled in Lifeline. More Documentation Needed. Interpretation The consumer is enrolled but has a port freeze in effect on their existing Lifeline benefit. The consumer is already receiving Lifeline benefits, and no action is required. They are not in a port freeze and can transfer their benefit to a new service provider, if desired. The consumer s initial eligibility was not verified, and they need to submit documentation to prove their eligibility (which may include identity or address documentation). Pending Review. The consumer s Application Form is still under review by the Lifeline Support Center and an eligibility decision is pending. 23

24 Applying for Lifeline via the NV Web Portal Step 5b: Resolve Errors Port Freeze Fail Depending on the eligibility check result, the consumer will see a message that instructs them on how they can resolve their application errors. Eligibility Result: Qualified, But Cannot Change Companies Yet. (Port Freeze Fail) These instructions account for scenarios in which a consumer might be exempt from a port freeze. 24

25 Applying for Lifeline via the NV Web Portal Step 5b: Resolve Errors Duplicate Subscriber Depending on the eligibility check result, the consumer will see a message that instructs them on how they can resolve their application errors. Eligibility Result: Already Enrolled in Lifeline. If the consumer received this eligibility error and would like to transfer their benefit, they are able to execute this process with their new chosen service provider. 25

26 Applying for Lifeline via the NV Web Portal Step 5b: Resolve Errors More Documentation Needed Depending on the eligibility check result, the consumer will see a message that instructs them on how they can resolve their application errors. Eligibility Result: More Documentation Needed. In this case, the application resulted in error that requires the consumer to provide more information and/or submit documentation. For most of the following errors, the Lifeline Support Center will conduct a manual review of the submitted documentation. Errors Document Required TPIV (Identity Verification Error) AMS (Address Verification Error) Duplicate Address Port Freeze Under 18 Proof of identity. Proof of address. Household Worksheet. Proof of port freeze exception. Proof of emancipated minor status. Program Eligibility Proof of program/income eligibility. Note: A consumer can submit their documentation via NV Web Portal account or mail. This is discussed in further detail in the Document Submission webinar. 26

27 Applying for Lifeline via the NV Web Portal Step 5b: Resolve Errors Pending Review Depending on the eligibility check result, the consumer will see a message that instructs them on how they can resolve their application errors. Eligibility Result: Pending Review. The consumer will only receive this eligibility result if they have already applied and recently submitted documentation for review by a Lifeline Support Center representative. Their status will appear as Pending Review until the representative has finished their review and updated the consumer s status. The consumer will be notified when their eligibility status changes through . They can also check their status by logging into the NV Web Portal or calling the Lifeline Support Center. 27

28 Applying for Lifeline via the NV Web Portal Journey Map Successful Application Consumers can check their eligibility through multiple methods. Those who apply through the NV Web Portal and are qualified will follow a series of six steps in order to check their eligibility and understand how to enroll in Lifeline. Situation: Taylor wants to apply to Lifeline using the NV Web Portal. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Character (s) Taylor, Consumer Taylor, Consumer Taylor, Consumer Taylor, Consumer Taylor, Consumer Taylor, Consumer Chris, SP Rep Step Taylor visits the NV Web Portal by visiting checklifeline.org. She creates an account, with a username and password. Taylor logs in using her new username and password. She reviews her Application Form and ensures that it is accurate before clicking Next. She selects the qualifying program(s) she participates in. She reads and initials the consent and certification statements. Taylor then e- signs to finish the process. Taylor is notified that she is eligible for Lifeline and receives directions on how to enroll with her preferred SP, who will then enroll her via NLAD. System NV Web Portal NV Web Portal NV Web Portal NV Web Portal NV Web Portal NV Web Portal & NLAD 28

29 Applying for Lifeline via the NV Web Portal Journey Map Document Submission Required Consumers can check their eligibility through multiple methods. Those who apply through the NV Web Portal and are not automatically confirmed as eligible will follow a series of five steps in order to check their eligibility, and resolve any errors. Situation: Taylor wants to apply to Lifeline using the NV Web Portal. Step 1 Step 2 Step 3 Step 4 Step 5 Character(s) Taylor, Consumer Taylor, Consumer Taylor, Consumer Taylor, Consumer Taylor, Consumer Step System Taylor visits the NV Web Portal by navigating to checklifeline.org. She creates an account, with a username and password. NV Web Portal Taylor logs in using her new username and password. She reviews her Application Form and ensures that it is accurate before clicking Next. She selects the qualifying program(s) she participates in. Taylor s information could not be immediately verified. She is notified why and given instructions for resolving errors.* *This step (document submission) is discussed in greater detail in another webinar. NV Web Portal NV Web Portal NV Web Portal NV Web Portal 29

30 Applying for Lifeline via the NV Web Portal Check Status If a consumer needs to submit documentation and is waiting for an updated status from the Lifeline Support Center, they can check their status. They can check their application status through their NV Web Portal account or call the Lifeline Support Center. Consumers who provide a preferred method of contact will be contacted when there are any changes to their application. 30

31 Lesson Summary You have completed the Applying via the NV Web Portal Section. In this section, you have learned: The consumer must complete the Application Form in order to apply for Lifeline. Once they have applied and received a Qualified result, they must still enroll with a service provider. There are three ways to apply for Lifeline as a consumer: directly via the NV Web Portal, directly via mail, or with the assistance of a service provider. A trusted personal contact, such as a family member, or Lifeline navigator, may help a consumer apply. Consumer information will be checked against relevant available federal and state eligibility data sources. A consumer will see one of the following messages when they submit their Application Form: Qualified; Qualified, But Cannot Change Companies Yet; Already Enrolled in Lifeline; More Documentation Needed; and Pending Review. 31

32 Questions?

33 Section 3: Applying for Lifeline via Mail

34 Recall: There are multiple ways through which a consumer can apply for Lifeline. 1. As a potential consumer, apply directly via the NV Web Portal. 1. As a potential consumer, apply directly via mail. 3. As a potential consumer, request assistance from an SP to apply. When a consumer applies directly via the NV Web Portal or mail, they can receive assistance from a Lifeline navigator or trusted personal contact such as a family member. 34

35 Applying for Lifeline via Mail Access to the Application Form A consumer can access a printed version of the Application Form by going to the initial homepage of the NV Web Portal to download and print the form. Consumers will not need to create an account or log in order to locate and print a copy of the form. The consumer then will fill out and mail in their completed application to the specified address on the Application Form. 35

36 Applying for Lifeline via Mail Access to the Application Form The form will discuss what Lifeline is, and the rules around the benefit. The consumer can then fill out their consumer information and the programs and/or income that they qualify through. Consumers can preemptively mail in copies of documentation that prove their eligibility in case the NV cannot automatically do so. Consumers will mail their completed application to this displayed address. 36

37 Applying for Lifeline via Mail Access to the Application Form The form will discuss what Lifeline is, and the rules around the benefit. The consumer can then fill out their consumer information and the programs and/or income that they qualify through. 37

38 Applying for Lifeline via Mail Access to the Application Form The consumer must then read and initial next to each of these Certification and Consent statements. Once they have done so, they will sign their name to complete the form. The consumer can then mail the form in. 38

39 Applying for Lifeline via Mail Errors to the Application Form If the Lifeline Support Center representative encounters any type of error while reviewing the mailed in Application Form, they will notify the consumer via their preferred contact method or a letter in the mail. If required, the consumer can submit the required documentation via the NV Web Portal or mail in order to address their errors. If they have applied by mail and would like to submit documentation using the NV Web Portal, they must first create an account. 39

40 Applying for Lifeline via Mail Journey Map A consumer can check their eligibility by filling out a paper form and mailing in their application. They will be able to access the printable application through the NV Web Portal. Situation: Taylor wants to apply to Lifeline via mail. Step 1 Step 2 Step 3 Step 4 Character(s) Taylor, Consumer Taylor, Consumer Taylor, Consumer Taylor, Consumer Step Taylor obtains a copy of the Lifeline Application Form via the NV Web Portal. She does not need to create an account in order to access and print the form. Taylor fills out the printed Application Form, including reading and initialing the certification and consent statements, and adding her signature. She mails in her completed form. Consumers can, but do not have to, mail in copies of their eligibility and identity documentation. Taylor is contacted by her preferred contact method and informed of her eligibility decision. If Taylor is eligible, she will receive instructions on how to enroll with a service provider. If Taylor is not initially found eligible, she will be prompted to submit documentation. She can choose to do so via the NV Web Portal or mail. System NV Web Portal 40

41 Applying for Lifeline via Mail Lesson Summary You have completed the Applying via Mail Section. In this section, you have learned: The consumer is able to obtain a printed version of the Application Form by going to the NV Web Portal, downloading a copy of the Application Form, and printing it out. Once a consumer obtains a printed application, they must mail in their completed form to the specified address on the form to check their eligibility status. Once a consumer receives their eligibility decision, they will also receive the next steps to enroll or submit appropriate documentation. If the Lifeline Support Center encounters any type of error while reviewing the mailed application, they will notify the consumer and let them know if any documentation needs to be submitted. 41

42 Questions?

43 Section 4: Applying for Lifeline with Assistance from a Service Provider

44 Recall: There are multiple ways through which a consumer can apply for Lifeline. 1. As a potential consumer, apply directly via the NV Web Portal. 2. As a potential consumer, apply directly via mail. 3. As a potential consumer, request assistance from an SP to apply. A consumer can apply directly with assistance from a service provider when applying through the service provider representative s NV Web Portal account. 44

45 Applying for Lifeline with Assistance from a SP Process Overview A service provider representative can assist a consumer in completing an Application Form via their NV Web Portal service provider account. They will follow these steps: Log into the NV Web Portal with their NLAD or NV only credentials, or ask their Admin to grant them access in NLAD. Start a new Application Form and fill it out with the consumer s information. Review consumer information in the Application Form. No errors found Select the qualifying program(s) the consumer participates in. Errors found 6 5a 5b View the eligibility result and enroll the consumer in Lifeline. *This step is discussed further in the webinar on Document Submission. Ask the consumer to read, initial, and enter an e-signature for the certification and consent statements. *Have the consumer follow instructions to resolve errors. 45

46 Applying for Lifeline with Assistance from a SP Step 1: Determine SP Permissions Level A service provider representative will log into the NV Web Portal with their credentials. There are two different types of service provider user accounts within the National Verifier system. SP representatives are not permitted to share accounts; each user must have their own account. Representatives who already have NLAD accounts can use these credentials to log into the NV Web Portal. NV Web Portal Permissions NLAD Account Types NV Web Portal Account Types Check Eligibility Upload Supporting Documents View Dashboard of Applications Submitted for Review ETC Admin ETC Analyst ETC Admin X X X ETC Ops ETC Agent ETC Agent X X X If a service provider representative does not have an existing NLAD account, they must have their Admin grant them the appropriate access level. The representative will be given credentials that they can use for the Portal. 46

47 Applying for Lifeline with Assistance from an SP Step 2: Fill Out a Consumer Application Form Once a service provider representative is logged into their account, they will see the following home page. Once they have assisted consumers with their application via their NV Web Portal service provider account, they will be able to see any pending applications and search for a consumer through the search bar. The representative can start a new application by clicking the Start New Application button on their home page. 47

48 Applying for Lifeline with Assistance from an SP Step 2: Fill Out a Consumer Application Form The representative will ask the consumer for their information in order to enter it into the required fields. A field is mandatory to complete unless it states that it is optional. Only the consumer s legal name can be used and not a nickname. If the service provider representative would like to start over, they can clear all information by clicking the clear all button above. 48

49 Applying for Lifeline with Assistance from an SP Step 3: Review the Application Form The service provider representative and consumer have the opportunity to review the consumer s information, and can edit it if necessary, prior to submitting the consumer information. Before the representative can click next, they must ask and obtain the consumer s permission to the agreement statement and have the consumer check the box. The representative cannot check the box for the consumer. 49

50 Applying for Lifeline with Assistance from an SP Step 4: Select the Qualifying Program The service provider representative will then select all programs that consumer is already participating in that qualify them for Lifeline. The representative should check the box next to all the programs that the consumer is in. 50

51 Applying for Lifeline with Assistance from an SP Step 5a: Consumer Initials Statements and E-Signs Next, the consumer s agreement page will show. The representative must instruct the consumer to read and initial next to the following consent statements:! The representative cannot certify and consent on the consumer s behalf. 51

52 Applying for Lifeline with Assistance from an SP Step 5a: Consumer Initials Statements and E-Signs After the consumer initials next to the individual consent statements, they must write their name in order to sign the Application Form. Their typed name will act as an e-signature; they must check the box in order to acknowledge that they understand that their digital signature acts as a signature on paper. After the consumer signs, they will click the Submit button in order to submit their Application Form.! It is critical that the consumer understands and consents to the information on this tab. A person assisting a consumer to submit their Application Form cannot initial or enter the e-signature for the consumer. 52

53 Applying for Lifeline with Assistance from an SP Step 6: Enroll the Consumer Once the service provider representative finishes assisting the consumer with the process, the representative will see a message detailing how to enroll the consumer in NLAD. The representative can then proceed to enroll the consumer in NLAD. The consumer needs to be added to NLAD within 90 days or their Qualified eligibility result will expire. 53

54 Applying for Lifeline with Assistance from an SP Step 5b: Resolve Errors If a consumer s information cannot be initially verified, the representative will see one of the following eligibility results. Depending on the result, the consumer may need to submit additional documentation to supplement their application. Result Type Interpretation Qualified, But Cannot Change Companies Yet. Already Enrolled in Lifeline. More Documentation Needed. The consumer is enrolled but has a port freeze in effect on their existing Lifeline benefit. The consumer is already receiving Lifeline benefits, and no action is required. They are not in a port freeze and can transfer their benefit to a new service provider, if desired. The consumer s initial eligibility was not verified, and they need to submit documentation to prove their eligibility (which may include identity or address documentation). Pending Review. The consumer s Application Form is still under review by the Lifeline Support Center and an eligibility decision is pending. 54

55 Applying for Lifeline with Assistance from an SP Step 5b: Resolve Errors Port Freeze Fail Depending on the eligibility check result, the representative will see a message detailing how the consumer can resolve their application errors. Eligibility Result: Qualified, But Cannot Change Companies Yet. (Port Freeze Fail) 55

56 Applying for Lifeline with Assistance from an SP Step 5b: Resolve Errors Duplicate Subscriber Depending on the eligibility check result, the representative will see a message detailing how the consumer can resolve their application errors. Eligibility Result: Already Enrolled in Lifeline. If the consumer received this eligibility failure and would like to transfer their benefit, they are able to do so with their chosen new service provider. 56

57 Applying for Lifeline with Assistance from an SP Step 5b: Resolve Errors More Documentation Needed Depending on the eligibility check result, the representative will see a message detailing how the consumer can resolve their application errors. Eligibility Result: More Documentation Needed. In this case, the application resulted in error that requires the consumer to edit information in their original application and/or submit documentation. For most of the following errors, the Lifeline Support Center will conduct a manual review of the submitted documentation. Error Document Required TPIV (Identity Verification Failure) AMS (Address Verification Failure) Duplicate Address Port Freeze Under 18 Program Eligibility Proof of identity. Proof of address. Household Worksheet. Proof of port freeze exception. Proof of emancipated minor status. Proof of program/income eligibility. Note: When a consumer applies through a service provider and is required to submit documentation, they can have their service provider submit their documentation for them. This is discussed in further detail in the webinar on Document Submission. 57

58 Applying for Lifeline with Assistance from an SP Step 5b: Resolve Errors Pending Review If a consumer needs to submit documentation, the representative will see the consumer s status as Action Needed in their pending consumer applications on their home page. If a consumer has submitted documentation, the representative will see their status update to Pending Review. Eligibility Result: Pending Review. 58

59 Applying for Lifeline with Assistance from an SP Service Provider Responsibilities Service providers may assist consumers in checking their eligibility through the National Verifier. They are able to aid consumers by: Helping consumers understand their responsibilities as a Lifeline benefit recipient Providing instructions and guidance Providing consumers with a means to use the NV Web Portal to complete an application and/or check the status of their eligibility check with their own consumer account (i.e. computer access) Assisting consumers in their application through the service provider representative s own NV Web Portal account as long as the consumer is present in person to give their consent on the certification and consent fields and provides their e-signature 59

60 Applying for Lifeline with Assistance from an SP Service Provider Responsibilities Service providers may assist consumers in checking their eligibility through the National Verifier. They are unable to aid consumers by: Entering a consumer s information without their consent Directly using a consumer s NV Web Portal or asking for a consumer s username and password information Signing a consumer s consent and certification statements Submitting false documentation and information on the consumer s behalf Claiming to verify a consumer s eligibility and promising the consumer the Lifeline benefit prior to verification Writing down, copying, or saving the consumer s personally identifiable information 60

61 Applying for Lifeline with Assistance from an SP Journey Map Successful Application Consumers can check their eligibility through multiple methods. They can choose to have a service provider assist them in their application through an NV Web Portal service provider account. Situation: Taylor wants to apply for Lifeline with assistance from a service provider. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Character (s) Taylor, Consumer Chris, SP Rep Taylor, Consumer Chris, SP Rep Taylor, Consumer Chris, SP Rep Taylor, Consumer Chris, SP Rep Taylor, Consumer Taylor, Chris, Consumer SP Rep Step Taylor visits a service provider s store. Chris, a SP representative, visits his NV Web Portal account, and logs in with his own credentials. Chris starts a new Application Form by asking Taylor each of the form s questions before filling in her information. Chris and Taylor review the Application Form. Taylor selects the qualifying program(s) she participates in. Taylor reads and initials the consent and certification statements. Taylor then e- signs to finish her application. Taylor is notified that she is eligible for Lifeline and can enroll with Chris, who will then do so via NLAD. System NV Web Portal NV Web Portal NV Web Portal NV Web Portal NV Web Portal NV Web Portal & NLAD 61

62 Applying for Lifeline with Assistance from an SP Journey Map Document Submission Required Consumers can check their eligibility through multiple methods. They can choose to have a service provider assist them in their application through an NV Web Portal service provider account. Situation: Taylor wants to apply for Lifeline with assistance from a service provider. Character(s) Step Taylor, Consumer Step 1 Step 2 Step 3 Step 4 Step 5 Chris, SP Rep Taylor visits a service provider s store. Chris, a SP representative, visits his NV Web Portal account, and logs in with his own credentials. Taylor, Consumer Chris, SP Rep Chris starts a new Application Form by asking Taylor each of the form s questions before filling in her information. Taylor, Consumer Chris, SP Rep Chris and Taylor review the Application Form. Taylor, Consumer Chris, SP Rep Taylor selects the qualifying program(s) she participates in. Taylor, Consumer Chris, SP Rep Taylor s information could not be initially verified. They are notified why and given instructions for resolving her errors. Document submission is discussed in greater detail in the webinar on Document Submission. System NV Web Portal NV Web Portal NV Web Portal NV Web Portal NV Web Portal 62

63 Applying for Lifeline with Assistance from an SP Lesson Summary In this section, you have learned: Depending on their NV system user type / access level, a service provider representative can use their existing NLAD credentials or request credentials from their Admin in order to access the NV Web Portal. A service provider representative can assist a consumer submit their Application Form via their own NV Web Portal service provider account. A service provider is also able to provide information and guidance, help consumers understand their responsibilities as Lifeline benefit recipients, and give them a means to complete an online application (i.e. computer access). A service provider cannot sign a consumer s consent and certification statements on the consumer s behalf. 63

64 Questions?

65 Section 5: Summary 65

66 Summary Key Takeaways and Tips The consumer must complete the Application Form in order to apply for Lifeline. Once they have applied, they must enroll with a service provider. There are three ways to apply for Lifeline as a consumer: directly and independently via the NV Web Portal, by mail, or with assistance from a service provider representative. The consumer is able to obtain a printed version of the Application Form by going to the NV Web Portal, downloading a copy of the Application Form, and printing it out. A service provider representative can assist a consumer in their application via their NV Web Portal service provider account. A service provider representative is able to provide information and guidance to consumers, help them understand their responsibilities as Lifeline benefit recipients, and give them a means to apply. A consumer may be asked to submit more documentation to verify their eligibility depending on their error type. 66

67 Q&A

68 Thank You! Thank you for joining us! Sign up for Lifeline Program updates and upcoming events Visit usac.org/li and click Subscribe in the upper right hand corner Need help? Contact us! General: Service Provider Office Hours Continue: November 14 th November 21 st

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