Missing Documents

 

When clients report that documents have been sent to the Document Processing Center (DPC) or dropped off at a TAO and those documents cannot be found via the Scanned Document History or Document History pages, gather as much information about the missing document(s) as possible, determining:

 

Then follow the steps below.

 

Locating missing scanned documents

  1. from either the Client Search page or the Tools tab within the Electronic Case Folder (ECF), check the box next to the appropriate client’s name and click the Scanned Document History icon (purple scanner) to open the Scanned Document History popup page

  2. using the drop-down list on the Scanned Document History page, search for the documents under All Household Members, adjusting the date range as needed

  3. if the missing documents are not located this way, open the My Office tab

  4. click Scanned Documents

  5. click Unidentified Document Search

  6. enter as much information as is known about the missing document(s).  Search parameters on the Unidentified Document Search page are:

Note

It may be necessary to search for the document several times using different search parameters in order to locate the document.

 

  1. click Search to search for documents meeting the entered criteria.  The document list will populate with documents that fit the search criteria entered, ordered by the received date

  2. if the document you are searching for is not listed, proceed to step 21

  3. if the document is located, you must re-index it so as to link it to the appropriate client.  From the Unidentified Search page, select the appropriate document by checking the box next to it

  4. click the Scanned Document Details icon.  The Scanned Document Details popup page will open, displaying the document and existing indexing information

  5. click the i icon located to the right of the Client section to open the Client Search popup page

  6. enter the client’s first and last name and/or Social Security Number in the appropriate boxes

  7. click search

  8. select the appropriate client by checking the box next to their name.  The Client search page will close and the selected client’s name, date of birth, Social Security Number and AP ID will populate in the client section of the Scanned Document Details page

  9. update the document Status, using the drop-down selections, if appropriate

  10. click Save. The following Confirmation message will appear: “You have changed Client and/or Document information associated with this scanned document?  Select Yes to save and re-index the scanned document with EDM.  Select No to save other changes.  Select Cancel to cancel the save and get back to the page.”

 

Note

If only the document status has been updated, the confirmation message will read “Save was successful.”  Click okay to return to the Scanned Document Details page and proceed to step 19.

 

  1. if the newly entered indexing information is correct, click Yes

  2. the following popup message will appear on your screen:  “Re-indexing done successfully.”  Click Ok

  3. close the Scanned Document Details page

  4. if the document(s) still cannot be located, ask your TAO manager to send an email to the DPC liaison at Central Office.  Include the Client’s name, Agency Identification Number, and a description of the issue

 

Important

 

When client information is contained in an email, the word SECURE must appear in the title.

 

  1. inform the client that you are having trouble locating the document(s) and that the matter is being researched.  Suggest that they may want to resend the document(s) in the meantime, advising them to write identifying information (name and AP ID) on each submitted page to ensure that all pages can be identified quickly.  Have your TAO manager or other authorized staff submit a ticket regarding the missing document

 

Locating Missing non-Web SNAP Applications with no Client Identification number

 

Important

 

Applicants will only display in the Client List once a Request for Assistance has been completed and an AP ID has been assigned to them.  Sometimes, former clients reapply for benefits, but the application is received without enough information to link it to the existing client.  Before creating a new client record, you must always review the information on the application and perform a client search to determine if the applicant is already known to the Department

 

  1. open the My Office tab

  2. click My Actions to open the My Actions page

  3. click Create Action

  4. click the i icon located in the upper right-hand corner of the page.  This opens the Client Search popup page

  5. with the radio button set to Scanned Doc, enter the client’s first and last name, and/or Social Security Number in the appropriate boxes

  6. click Search

  7. select the appropriate client by checking the box next to their name.  The client Search popup page will close and you will be returned to the Create Action page

Note

If no client information is displayed, there is no scanned application.

 

  1. existing outstanding Actions associated with the selected client will display in the Assign Action box and can be self-assigned by selecting them (checking the box next to the Action) and clicking Assign

 

If an application is located, there are no existing Actions associated with the client/application, and the applicant is known to BEACON:

  1. create an Action by selecting the applicable Queue, Language, Action Group, and Action type from the drop-down lists in the Create Action box on the Create Action page

  2. click the i icon next to the Assigned box to open the TAO Staff popup page

  3. check the box next to your name.  The TAO Staff popup page will close and your name will appear in the assigned box on the Create Action page

  4. click the i icon next to the Comments box to open the Action Notes popup page

  5. type a description of the Action being created

  6. click Save. The Action Notes popup page will close

  7. click Create

  8. the following popup message will appear “Action was created successfully.”  Click OK

  9. close the Create Action page and you will return to the My Actions page

  10. the created Action will appear on your My Actions page.  Follow instructions for Requesting and Completing a SNAP Processing Action starting with step 4

 

If an application is located, there are no existing Actions associated with the client/application, and the applicant is not known to BEACON:

  1. close the Create Action page

  2. open the My Office tab

  3. click Client Search to open the Client Search page

  4. enter the client’s Social Security Number and/or other identifying information in the appropriate boxes

  5. click Search

  6. only after determining that the applicant does not appear on the client list, click New

  7. you will be brought to a new Electronic Case Folder.  Follow steps for Processing a SNAP Application in BEACON

 

Locating Missing Web Applications

  1. open the My Office tab

  2. click My Actions to open the My Actions page

  3. click Create Action

  4. click the i icon located in the upper right-hand corner of the page.  This opens the Client Search popup page

  5. with the radio button set to Client, enter the client’s first and last name, Social Security Number and/or their Agency Identification Number in the appropriate boxes

  6. click Search

  7. select the appropriate client by checking the box next to their name.  The client Search popup page will close and you will be returned to the Create Action page

  8. existing outstanding Actions associated with the selected client will display in the Assign Action box and can be self-assigned by selecting them (checking the box next to the Action) and clicking Assign

Note

Web applicants will only display in the client list once they have been pulled into BEACON.

 

 

  1. if the web applicant does not yet display in the client list allowing you to search for outstanding Actions, in the Client Search popup page, set the radio button to Web Application

  2. enter the client’s first and last name, Social Security Number, and/or External ID number (web application number) in the appropriate boxes

  3. repeat steps 6 through 8

 

 

  Last Update:  August 24, 2018