Tips for how to contact your worker in the STEP Unit

As we get busier, help us manage our time to best serve you by following these tips:

  1. We process paperwork and changes within 10 days of receipt. You will receive written notice from our automated computer system of any changes in your benefits. We act on applications within 30 days. You will receive written notice from our automated computer system of your benefit awards and amounts.
  2. Use the ACCESS website:
    1. Find out if your case is open and the amount of benefits.
    2. Report changes in your case.
    3. Determine if you might be eligible for another program or apply for a new program.
    4. We hope to provide terminals in our waiting rooms in the near future to make ACCESS available to you, or try it from your home computer or a public library.
  3. Toll-Free Call Center Number 1-888-794-5556. Hours Monday – Friday, 8:00 a.m. to 4:00 p.m.
    1. Apply for benefits.
    2. Report changes.
    3. Ask questions.
    4. Make an appointment.
  4. Call the Medical Transportation Scheduler LogistiCare at 1-866-907-1493. Hours are Monday – Friday, 7:00 a.m. to 6:00 p.m.. A cab ride can be authorized for MA-eligible appointments if you qualify.
  5. Send a note or letter to your worker. Please be sure to include:
    1. Your name.
    2. Your case number or SSN.
    3. Name of your worker.
    4. Your complete message.
    5. Including a phone number will allow follow-up questions.
    6. You can send this via U.S. mail or use drop boxes and envelopes available in our Department offices to save postage. You can also fax it.
  6. Call your worker on the phone; telephone numbers are listed on the STEP Unit Contact List.
    1. Leave only one complete message. Leaving multiple messages can delay our response time and overload our phone system.
    2. You will not always receive a return call. If we can complete your case action with the information provided, we will not return your call. We will only call if we have questions, need more information, or need to tell you something. You will get a written notice (as noted above) if your call results in a change to your case.
    3. Do not call to confirm receipt of your message/fax/paperwork.
  7. E-mail us; e-mail addresses are included on the STEP Unit Contact List.

We only see walk-in customers at our offices where we determine there is a bona fide emergency and the alternate contact methods listed above are not adequate for the situation.

Here are some additional tips we hope are helpful…

General website where there is a lot of useful info: (handbooks, ops memos, etc.)
Income Maintenance Forms are at:
Medicaid forms by title are at:
Below is the form you complete for a Medicaid application or review.
This form does not contain the instructions. If you need the instructions you can locate that form on the same page.
F-10101 PDF
Below is the form you complete for a Medicaid and/or Food Share Authorization of Representative.
A client can only have one authorized representative at a time, and it needs to be an individual rather than an agency. If the client has a guardian of estate or person, they must sign the authorized representative form. The form must be witnessed by a third person.
F-10126 PDF

If you have a question on a case and you know the worker’s name, e-mail that worker first. Only if you get the “out of office” response from the assigned worker should you e-mail the entire group. In the subject line or the body of the e-mail include the full name of the client, the case number and/or the social security number. Also include in the e-mail the assigned worker’s name. The e-mail address for the waiver group is:

Change Reporting Call Center Phone
Change Reporting Center Fax
STEP Unit Fax Number
(608) 283-2982

Please Note: if the customer is not on FoodShare, a phone or face-to-face review is not necessary. Because of current workload issues, the review line is usually quite busy. It will take less time of the Case Manager to:

  1. make a copy of the application when it is originally submitted and keep that in your customers file.
  2. use that copy to help them update a new booklet when their review is due. Because you have saved your template this will only take 10 to 15 minutes.
  3. send the booklet to us. This is much easier for you, as the Case Manager than calling, waiting for a call back, setting up a time, going through the entire application process over the phone with the worker; and
  4. still having to go help your client get their verifications and get the signature page back to us.

We realize a lot of you are not the authorized representative for a customer’s Medicaid application but everyone can save time if mail-in reviews are used.

  • When you do an application by mail with your client, it is important that you send the MA Initial/Renewal worksheet with it so we know:
    1. that it is a waiver (sometimes new applications arrive with nothing and we don’t open the correct sub-program) and
    2. who the Case Manager is.

    Once the client is ongoing, it is only necessary to send a waiver worksheet if you are changing the med remedials or the shelter costs, as long as you update the information on the DHFS functional screen. If you do not automatically update, then you need to provide the waiver renewal form to us yearly.

  • When you are helping a customer complete a new application, make a copy of it before you send it to us. The next time you help them with their review, it’ll only take you a few minutes.
  • If you wait until after the COLA is processed to update your client’s med remedial, you are then requesting screens twice and that’s extra work for the person responsible for giving them to you.
  • Do not ask the ESS worker what you can use for med remedial: you are supposed to tell us.
  • Do not ask the ESS worker what a client’s income is. You are supposed to communicate with your client for that. They may have sources we don’t even know about. If they absolutely can’t remember their social security amount, the clerical staff can look it up on AFUI in the CARES system, but again, that may not tell you all you need to know. If a client is so low functioning they can’t tell you some of these things, you may have to look to a family member or others.
  • When you have a client in a CBRF or AFH, you tell us what the shelter expense is by correctly completing that line on the information sheet you send us. Don’t attach the CBRF printout and expect us to do your calculations for you.
  • On the waiver renewal form there is a place to indicate that the case manager wishes to receive a copy of consumer’s mail. Receiving their mail will ensure you know of any changes such as a review not being completed, cost share changes, or even a case closing for any reason. If you choose not to receive a copy of their mail, then you need to rely on the consumer to keep you informed.
  • Please notify us, and send a new authorized representative form, any time a case manager changes.