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Q&A
Discussion on timeframes for processing submitted documents in benefit applications
1:22:31
·
114 sec
Council Member Cabán inquires about the time it takes for submitted documents to become part of an applicant's case record. HRA administrators explain the process, including goals and variations in processing times.
- The agency aims to index documents within 48 hours, but times can vary due to volume.
- Documents submitted through Access HRA may be processed faster than paper documents.
- The longest observed processing time is typically four to five days.
- The exchange reveals efforts to monitor and address backlogs in document processing.
Tiffany Cabán
1:22:31
I also want to ask how long it takes for documents submitted by an applicant or a participant to become become part of the case record.
1:22:38
And and also to that end, does the length of time depend on how the documents were submitted to HRA?
Scott French
1:22:46
So when we have documents that we are attempting to index, right, our goal is to index those as quickly as possible, oftentimes trying to do it within, you know, forty eight hours.
1:22:57
Sometimes it takes longer because of the volume of documents.
1:23:01
So I don't want to, you know, say there's a specific because certain months will be a much higher volume than other months.
1:23:07
But our goal is to turn that over and connect it to cases as quickly as
Tiffany Cabán
1:23:11
we Best case scenario, you can do it within forty eight hours.
1:23:13
But like what are you also seeing as part of the practice in terms of the longer end of those becoming part of the case record?
1:23:22
And again, second question is, does it make a difference how the documents are submitted to HRA in terms of the length of time it takes for that to become part of the case record?
Scott French
1:23:33
I mean, someone, you know, who submits through Access HRA those documents could get to our indexing site, you know, probably quicker than someone who does a paper document.
1:23:48
But, you know, I will say we monitor very closely if there's a number of documents that we're seeing where the number is increasing, and we'll redeploy resources to address that as quickly as possible.
Tiffany Cabán
1:23:58
And you test ified what the earlier end is.
1:24:00
What is the longer range of how long documents may be taking to become part of the case file?
Jill Berry
1:24:07
I mean I don't I have not looked at all the data but I do look at the data regularly and I have not seen it go longer than maybe four or five days at the very longest.
1:24:19
I'm not saying that is the longest but I do look at the report fairly regularly and that is the outside.