STANDARDIZED WORK - e-OSCAR Block Notification

 

Date/Version: 7/17/24 v.1

Process Owner: Customer Care

Review Cadence: Annually
Purpose - How to record and affirm BLOCK notifications.
Step (1,2,3..) Process Step (list of the critical process steps) Dialogue (clear and simple descriptions, appropriate level of detail for the task)
1.

e-OSCAR and AZCARES
  1. Log into e-OSCAR
  2. Log into AZCARES
2.

Assigning workload (if necessary) and accessing assigned dispute
  1. In e-OSCAR, navigate to “WORK QUEUE” and use the “DROP DOWN” to display BLOCK cases and click to display the cases.
  2. After clicking “INCOMING BLOCK NOTIFICATIONS,” a list of BLOCK notification(s) will appear. Proceed to click a case under “CASE ID” to gain access.
  3. With Block Notifications, it is common to receive multiple notifications for the same Support Payor. All must be completed.
3.

Case Search
  1. The caseworker will use the information on the LEFT PANEL and “CONSUMER INFORMATION” tab on e-OSCAR to locate and verify the case using AZCARES.
  2. Using the SSN on e-OSCAR, search on the Global Search in AZCARES.
  3. Select member under contacts by clicking on the hyperlink
  4. Use the left navigation to review related cases
  5. Click on the appropriate case hyperlink
  6. In e-OSCAR, review Account Number which is the AZ Case Number.
  7. Note: The account number on e-OSCAR will be scrambled but legible to match AZCARES. Match the AZ Case Number to the e-OSCAR account number.
4.

Activity History
  1. Go to Activity History
  2. Go to Related List > Activity History
  3. Click on the New button
  4. Activity Code: M3918 COMMENTS TO DCSE STAFF
  5. Comments: See examples below
  6. Click Save
  7. Example of Block Notification
  8. Block Control number - Credit Agency. Notification Date -Description. TEAM/OPID
  9. BLOCK NOTIFICATION 122345678 -EQUIFAX. NOTIFICATION DATE 11/11/23 ACCOUNT BLOCKED AND DELETED. CLOSED. CUSTOMER CARE N7J
5.

Submit
  1. Return to e-OSCAR, verify that you are working on the same case, and click “AFFIRM REVIEW.”
  2. Once completed, a green box with a check box will appear and the left panel will update with “Resolved- Sending to agency.”

DO NOT PRINT THIS PAGE FOR DISTRIBUTION

CHANGE LOG
Change Number Change Proposed Updated by?

Change Made?

Yes/No

 Reason Date Finalized
example Change font on all pages to pink Jane Doe No Pink not within approved standard font scheme 4/13/2018
1

 

 

 

 

 
2

 

 

 

 

 
3

 

 

 

 

 
4

 

 

 

 

 
5

 

 

 

 

 
6

 

 

 

 

 
7