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15
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What is the normal Processing Time Frame for changes?
30 days
90 days
15 business days
45 calendar days
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15
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Some changes require additional questions be asked and documented that are not in the YTB Self Service Portal .
False
True
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15
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Which of the following is always reported in CCI?
New issuance address
Change of Income
Residential address change
New Vehicle
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15
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Where can you find the link for the Self Service Change Portal?
Cisco Finesse
State Portal
CCI
TIERS
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15
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Caller is reporting a temporary address change due to displacement. How should the CCR proceed?
<b>All of these changes should be submitted.</b>
<b>Submit a change for the Residential address.</b>
<b>Submit a change for the mailing address.</b>
<b>Submit a change for the issuance address.</b>
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seesaw
Swap points!
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seesaw
Swap points!
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gift
Win 25 points!
Okay!
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banana
Go to last place!
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eraser
Reset score!
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fairy
Take points!
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25
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rocket
Go to first place!
Okay!
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banana
Go to last place!
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15
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Bill is calling because he lost his job. His wife has active HTW benfits and both receive SNAP. How do you proceed?
Report the change in SSP without acknowledging the HTW EDG
Transfer to SEU
Tell caller they can report the change at www.yourtexasbenefits.com
Refer caller to their local HHSC office
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15
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Client is reporting HH member moved out; however, contingency was called for the change portal. How do you proceed?
Refer the caller to www.your texasbenefits.com to submit the change
Record the change in the Call Record
Mail the caller a form H1019 to report their change
Open Document Center and use a contingency form to submit the change
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eraser
Reset score!
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shark
Other team loses 25 points!
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fairy
Take points!
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thief
Give points!
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15
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If the client is reporting a new residential address, you do not have to consider if housing costs need to be updated.
True
False
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15
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Caller is reporting a new phone number. Case research indicates all benefits are denied. Where do you report the change?
TIERS
www.yourtexasbenefits.com
Transfer the call to SLAQ
Action tab in CCI
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