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Content update on VA Health Care Income Limits page #75535

Open strelichl opened 10 months ago

strelichl commented 10 months ago

Issue Description

From Thomas Ferrin, researcher on VES team:

I’m not sure which team is responsible for the VA Health Care Income Limits page, but it has some outdated information about case managers (near the bottom of the page): Here’s what happens if you dispute the information:

  • We’ll assign an income verification case manager to work with you. You can also bring your own representative.
  • Your case manager will help you find any deductions that may reduce your income below our limits. We try to resolve all cases within 75 days.
  • If we still decide that your income is above our limits, we’ll send you a final letter to explain your eligibility or copay status and how to appeal our decision.

In the past, each case was assigned to a single case manager, who would handle the case until it was resolved. That is no longer true; a case is not assigned to a single person. Instead, cases are worked in a piecemeal fashion. For example, one case manager will process incoming documents from the Veteran, but when the Veteran calls, they may talk to a different case manager. And subsequent processing of additional documents may be done by a third case manager. Maybe I’m being pedantic with language, but I think it would be beneficial to update the language so we’re not setting up Veterans for an unrealistic expectation that they’ll be talking to the same staff member every time.

Tasks

Acceptance Criteria

d-beyer commented 9 months ago

I've revised the language in this document. The change is very minor, just removing the mention of being assigned a specific case manager. I do have one question in the doc about how the process works.

@laurwill This is ready for you.

laurwill commented 2 months ago

I removed @megzehn @strelichl since it appears this ancient ticket is waiting for me to review!