Content update on VA Health Care Income Limits page

[strelichl]

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I’m not sure which team is responsible for the VA Health Care Income Limits page, but it has some outdated information about case managers (near the bottom of the page): Here’s what happens if you dispute the information: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

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Tasks

• [x] Draft new language (Derek)
• [ ] Send language to SMEs for approval (Laura?)
• [ ] Copyedit (Megan)
• [ ] Publish (Megan)
• [ ] Alert Thomas/SMEs that changes are live

Acceptance Criteria

• [ ] Updates live

[d-beyer]

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.