NHSC Students to Service Program Application

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

BHW Management Information System Solution (BMISS)
Students to Service (S2S)
Loan Repayment Program (LRP)
FY 2017 Online Application User Guide
August 2016

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Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

Table of Contents
Introduction: S2S LRP Online Application User Guide

3

Section 1: BHW Portal

4

Section 2: Create Account

5

Section 3: Logging In

8

Section 4: Forgot Your Password

9

Section 5: Home Page

11

Section 6: Eligibility

14

Section 7: General Information

16

Section 8: Education

18

Section 9: Letter of Recommendation

20

Section 10: Loan Information

22

Section 11: Loan Details

26

Section 11: Supporting Documents

30

Section 12: Self Certification

32

Section 13: Review & Submit

33

Section 14: Submitted Landing Page

34

Section 15: Edit Application (Prior to Application Deadline)

35

Section 16: Withdraw Application

37

Section 17: Resolving Issues

39

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S2S LRP Online Application User Guide

Introduction: S2S LRP Online Application User Guide
Purpose: The S2S LRP Online Application user guide serves as the main tool for the Customer Care Center to answer applicant questions regarding
issues applicants have when calling for resolution. In addition to this user guide, the Customer Care Center Analysts must be familiar with the S2S
LRP Application Program & Guidance, as some of the questions will be program based and are not discussed in this user guide. The primary intent
for this user guide is to focus on the functionality developed for the S2S LRP Online Application.
Roles: The application will be filled out by external users. The Customer Care Center Analysts need to understand the functionality to support
external users should they encounter any problems with the application.

Precondition: Applicant has a question regarding the S2S LRP Online Application and contacts the Customer Care Center for help to resolve an
issue.

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S2S LRP Online Application User Guide

Section 1: BHW Portal
The BHW Portal allows applicants to navigate to the S2S LRP application. Note: Applicant will skip this page if he/she links directly from the HRSA website.

Steps:
1. Applicant selects “Applying for the Student to
Service Loan Repayment Program.”
2. System displays log in page (see Section 2 and 3).
3. Applicant can log in and begin his/her application.

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Section 2: Create Account
The first action an applicant takes for the S2S LRP Online Application is to create an account.
Steps:
1. Applicant navigates to the Online Application via the
weblink:
https://programportal.hrsa.gov/extranet/application/s
2s
2. Applicant selects the “Create an Account” link in the
bottom left hand section of the page (see red arrow).

Business Rules:
•

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System shall disable abilty to create an account
after application deadline

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide
The applicant will be prompted to fill in a series of fields in order to create an account. Once the applicant selects “Create,” the system will send an activation email
to the address used to create the account. The instructions for the applicant are detailed in the email.
Steps:
1. Applicant answers each of the required fields.
2. Applicant selects
account with S2S LRP.

to register for an

3. The system will prompt the user at the top of his/her
screen that his/her account is created. The system
also sends an activation email to the applicant’s
email address.
4. The email will be from: noreply@hrsa.gov with a
subject of “Activate your HRSA account.” The
applicant will open the email and click on the
activation link in the body of the email (See Figure
A).
5. The system will re-direct the applicant to the Home
page notifying him/her that his/her account is
activated.

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Below is a sample of the activation email sent to an applicant. Once the applicant selects the link in the body of the email, the system will activate his/her account
and re-direct the applicant to log into the application.

A

Business Rules:
•

The email address provided by the applicant will serve as his/her username

•

The following information will be auto-populated in the General Information and Education, Licensure, & Training sections of the application
o First Name
o Last Name
o Middle Initial
o Title
o Suffix
o Email Address

•

Applicants can select the tool tip next to the Password field for details on password criteria

•

System shall not allow user to log into account until account is activated

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Section 3: Logging In
After activating an account, the applicant will be able to log in. The applicant will enter his/her email address and password used in creating his/her account. If the
applicant forgets his/her password, he/she can reset his/her password by selecting the “Forgot your password?” link.
Steps:
1. Applicant enters his/her email address and
password (see Figure 1).
(Login) and the system
2. Applicant selects
brings him/her to the Not Started Home page.

Business Rules:

1

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•

The applicant will be warned after his/her second
failed log in attempt

•

The applicant’s account will be locked after the third
failed log in attempt.
o The applicant can select “Forgot your
password?” to reset his/her account, or;
o Contact the Customer Care Center to have
his/her account unlocked

•

System shall not allow user to create acount if
Applicant’s Primary Email already exists with a
BMISS participant account

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

Section 4: Forgot Your Password
If the applicant forgets his/her password, he/she will have to select the

(Forgot Password) link and follow these steps in order to reset it:
Steps:
1. Applicant selects

(forgot your password).

2. Applicant enters his/her email address and selects
2).

(Next) (see Figure

3. Applicant answers his/her security question he/she selected when they created
his/her account, and selects

(Submit) (see Figure 3).

4. System displays confirmation and sends email to applicant (see Figure 4).
5. Applicant selects Reset Password Link from email.
6. Applicant enters new password and selects
Password), (see Figure 5).

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(Update

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S2S LRP Online Application User Guide
Notes:
•

Passwords must have a minimum length of eight characters; shall not contain
slang, jargon, or personal information; shall not contain all or part of your
username; and must contain: at least one English upper-case character (A-Z),
at least one English lower-case character (a-z), at least one numerical digit (09), and at least one special character (e.g. @, !, $, %). A character may not
be repeated more than once in succession.

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Section 5: Home Page
The Not Started Home page is the first page the applicant sees upon his/her initial log in. Once the applicant has started his/her application, his/her status will
change to “In Progress” and he/she will be directed to the S2S LRP “In Progress” Home Page when logging in.
Steps:
1. Applicant reads the information displayed on the Home Page.
2. Applicant selects

(Start My Application).

Notes:
•

Applicants are requested to read the Application and Program Guidance
(APG) document prior to starting his/her application

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S2S LRP Online Application User Guide

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S2S LRP Online Application User Guide
If the applicant returns to his/her previously saved application, once he/she logs in, the applicant is directed to the Home page and the application status will display
an “In Progress” Application Status. The applicant will be able to continue with his/her last saved page or jump to any completed section by selecting the blue link.
Steps:
1. Applicant reads information on status page.
2. Applicant navigates to a specific section by selecting
the page name hyperlinked in the table, or;
3. Applicant selects to continue his/her application from
the last saved page by selecting
(Continue).
Business Rules:

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•

System shall only link to pages that are in a
“Complete” or “In Progress” status. The applicant will
not be able to jump to a page that is “Not Started”

•

If the applicant selects “Continue,” the system shall
direct the applicant to the last “In Progress” page. For
example, if ”Eligibility” is “Complete” and General
Information in “In Progress” system shall direct
applicant to General Information once he/she logs into
the application if they select ”Continue”

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

Section 6: Eligibility
The Eligibility page is used to ensure the applicant meets the qualification requirements to apply for an S2S LRP award. If the applicant is deemed eligible, he/she
will be able to continue with the application. If an individual does not pass the initial screening portion of the online application, he/she will not be able to continue
with the application.
Steps:
1. Applicant answers all required questions.
(Continue) once he/she
2. Applicant selects
has answered all the required questions.
3. Applicant will be directed to General Information page, if
he/she is eligible.
4. Applicant will be directed to the In Progress – Ineligible
landing page, if found ineligible. (see figure A)

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Business Rules:
•

Select any tool tip “
specific question

•

System shall require responses to the following
questions if applicant indicates he/she has an
existing service obligation:
o Will there be a conflict in fulfilling the NHSC
obligation?
o Are you in a Reserve component of the
Armed Forces, including the National Guard?

•

System shall direct user to ineligible landing page if one or more of the following answers are selected (see figure A)
o Are you a U.S. Citizen or U.S. National? = No
o Are you in your final year of medical, osteopathic, or dental school and planning to complete your last day of your course work by May 31, 2017? = No
o Have you applied to a Post Graduate Training Program?= No – applies only for Accredited MD and DO Program
o Do you have an existing service obligation? = Yes and:
 Will there be a conflict in fulfilling the NHSC obligation? = Yes
o Do you have a judgment lien against your property from a Federal debt? = Yes
o Are you currently in default on any Federal debt? = Yes
o Are you eligible to hold an appointment as a Commissioned Officer of the Public Health Service or a Federal civil service? = No

” for additional information on

A

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S2S LRP Online Application User Guide

Section 7: General Information
The General Information page consists of questions about the applicant’s contact and background information. Some of the information (such as First and Last
Name, etc.) is pre-populated from the answers the applicant entered when creating his/her account.
Steps:
1. Applicant answers required fields.
• Required fields denoted with an asterisk (*).

2. Applicant selects
(Save &
Continue) once he/she has answered all the required
fields.
3. Applicant will be directed to Education page upon
selecting continue if all required fields are entered.

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Business Rules:
•

The following fields are populated from the create account
process
o First Name
o Last Name
o Middle Initial
o Title
o Suffix
o Email Address

•

System shall require that Applicant Birth Date is prior to
application cycle start date

•

System shall make State/Province/Region a text field if anything
other than US is selected as the country

•

System shall not allow applicant to move forward with
application if SSN is found to exist in another account, has
already been submitted for programs application cycle, is
associated with an active participant with another program in
BMISS, or is on BMISS blacklist

•

System shall make the SSN entered show last 4 SSN digits after
saving page (xxx-xxx-1245)

Note: To expedite resolving an issue the Customer Care Center
should provide the error code listed in the error message when
entering a log.

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S2S LRP Online Application User Guide

Section 8: Education
The Education page asks for details about an applicant’s current school information.

A

Steps:
1. Applicant answers required fields (see figure A)

(Continue) once he/she has
2. User selects
answered all the required fields.
3. Applicant is taken to the Loan Information page.
Business Rules:

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•

System shall filter the specialty and based on the
Discipline selected

•

System shall limit school name field based on state
selected

•

System shall require School Start Date to be after the
applicant’s Date of Birth

•

System shall require that School Start Date to be prior
to current date

•

System shall require Graduation Date to be after
School Start Date

•

System shall require that the Graduation Date be on or
before June 30, 2017.

•

System shall require Dentist applicants to confirm
whether they have applied to post graduate training
(see figure B).

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

B

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S2S LRP Online Application User Guide

Section 9: Letter of Recommendation
An applicant must submit two letters of recommendation with his/her S2S LRP application. The first letter should be from a primary care preceptor or individual who
can discuss the applicant’s interest in and commitment to a career in primary care and service to underserved populations and communities. The second letter
should be from an individual who is familiar with the applicant and who is aware of the applicant’s academic, professional, community, and/or civic activities,
especially those related to primary care and underserved communities. The letter must have a handwritten signature.

A

Steps:
1. Applicant will enter the title, first name, last name and email address for each
recommender
2. The applicant will click
both letters
3. Applicant will click
section

(Request Recommendation) for

and proceed to the supporting documents

Business Rules:
•

Once an applicant requests a recommendation, the recommender will receive an email
containing a link to upload the recommendation document

•

An applicant has the ability to cancel and resend a requested recommendation

•

An applicant must have two completed recommendations in order to submit his/her
application

•

An applicant will receive an error message if he/she attempts to initiate a Letter of
Recommendation request using his/her primary or alternate email address

•

An applicant will receive an error message if he/she enters the same email address for
both the Preceptor recommender and Additional recommender

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S2S LRP Online Application User Guide

B

Business Rules (continued):
•

When the recommender clicks the link in the email, he/she will be directed
to the letter of recommendation upload page (see figure B)

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S2S LRP Online Application User Guide

Section 10: Loan Information
The Loan Information page captures the loan data that an applicant will submit with his/her S2S LRP application. If an applicant has a National Student Loan Data
System (NSLDS) account, and wishes to submit federal loans as part of his/her S2S LRP application, he/she will have the option to retrieve and submit his/her
federal loans electronically. Applicants also have the option to manually add non-federal loans to the S2S LRP application, or to enter federal loan data manually as
well. The steps to add loans using an NSLDS login and/or to add loans manually are listed below.

A

Steps to Electronically Retrieve Loans:
1. Applicants navigate to LOG INTO YOUR NATIONAL STUDENT LOAN
DATA SYSTEM ACCOUNT and clicks
Figure A)

(see

2. Applicant is direct to the Department of Education's Federal Student Aid
login page and logs in using his/her FSA ID.
3. Applicant will be automatically redirected to his/her S2S LRP application
upon successful authentication.
3. If NSLDS authentication and retrieval is successful, the applicant’s loan(s)
will display in the “Electronically Imported From Your NSLDS Account”
table (See figure B)
a. Applicant can view a read only version of his/her loan details by
clicking the “View” button next to each loan electronically retrieved.
b. The date and time of the last successful NSLDS transaction will be
displayed for reference
c. Note: The social security number and date of birth entered in the
General Information section of the application must match the social
security number and date of birth on file with the Department of
Education. In the case where the SSN and/or DOB do not match, the
applicant will receive an error message
4. Applicant will answer “Yes” or “No” to “Do you have additional Loans that
need to be added?”

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S2S LRP Online Application User Guide
a. If applicant answers “No,” the
button will become
available and the applicant will be directed to Supporting
Documents section of the application.
b. If applicant answers “Yes” applicant will be directed to Loan Details
page
5. If the particpant had any Federal PLUS loans they will be required to
answer an additional question for each loan on the loan details page (see
Figure B) by clicking the ‘Edit’ link (see Figure C).
6. Applicants may update loans previously retrieved from NSLDS by clicking
(Update Loans) button
the
a. Applicant will be required to re-authenticate with the Departments of
Education using his/her FSA ID.
7. Applicants can remove electronically retrieved loans by clicking the
(Remove All Loans) button (see Figure D) and
confirming selection on pop-window (see Figure E).
8. Applicants will be able to view a comprehensive report of all NSLDS
federal loan data retrieved and submitted with his/her application upon
submission of his/her application

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B

C

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Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

D

E

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S2S LRP Online Application User Guide
Steps to Manually Add Loans:
1. Applicant clicks on the “Don’t have a Federal Student Aid ID or want to enter loans Manually?” link under the “Need Help?” heading
2. Applicants will view a popup message with a link to Add Loans Manually
3. Applicant will be directed to the Loan Details page when clicking the Add Loans Manually button

Business Rules:
•

System shall require at least one loan (Electronic or Manual) to be added to
continue

•

System shall not require applicant to retrieve loans electronically

•

If applicant has already manually added federal loans, system will deactivate the
“Access your Loans” button.

•

System will deactivate the “Access your Loans” button and display a notice if the
applicant is using Internet Explorer version 9 or lower.

•

System shall redirect applicant to his/her application and prompt data exchange
between HHS and DoED when user successfully authenticates.

•

If the data exchange was not successful due to incomplete NSLDS data, the system
shall display the following message “Certain loan information needed to successfully
transmit from the NSLDS to your online application was incomplete. Please reach
out to the NSLDS and try again - OR - add your loans manually.”

•

System shall display federal loans retrieved via web service under a table tiled
“Electronically Imported From Your NSLDS Account.”

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S2S LRP Online Application User Guide

Section 11: Loan Details
The Loan Details page captures additional loan data that the applicant will submit for each manual loan he/she will submit with the application.
Please note: If an applicant submits all loans using the NSLDS retrieval, and does not manually add any loans to his/her application, he/she will not have access to
the loan details page.

A

Steps to Manually Add Loans:
1. Applicant fills in all required fields to continue (See Figure A):
• Name of current servicing lender
• Loan account number
• Original date of the loan
• Original amount of the loan
• Current balance (Principal & Interest)
• Interest rate (Optional)
• Type of loan
• Is this loan in default
• Is this loan under Federal court judgment
• Is this a consolidated loan
2. After the applicant enters all required fields, he/she will click
(Continue to Documents) and will be
taken to Loan Supporting Documents Page (See Figure D).
3. Applicant will upload necessary documents and click
•

(Save).

Applicant can choose to add another loan. To add another loan, the
applicant will click the Add New Loan button and repeat the steps
above.

4. If the applicant wants to edit or remove his/her loan, the applicant can click the
check box to Remove loan at the bottom of the Loan Details page
5. If the applicant does not add another loan or edit his/her loan, he/she will click
(Continue).

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B

Business Rules:
•

System shall allow account number to be alpha
–numeric and allow special characters

•

System shall not allow “Current Balance As of
Date” to be prior to “Original Date of Loan”

•

System shall not allow user to enter a “Current
Balance As of Date” more than 30 days prior to
current date

•

System shall not allow user to enter a “Current
Balance As of Date” after the present date

•

System shall require applicant to answer an
additional question for PLUS loans (see Figure
B)

•

If loan is consolidated, system will display
additional questions about consolidated loan
information (see Figure C).

•

If loan is consolidated, “Original Date of Loan”
must be prior to all “Original Date of Loan” for all
consolidated loans

•

If loan is in default/under court judgment
“Original Date of Loan” must be prior to Date of
Court Judgment/Date of Default

•

System shall require user to submit a
Consolidated Loan Document, if “Yes” to
Consolidated Loan

•

System shall require user to submit an “Account
Statment” for each loan

•

System shall require user to submit a
Disbursement Report for non-Federal loans only

C

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S2S LRP Online Application User Guide

D

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•

System shall require user to submit an Aid
Summary Report for Federal loans only

•

System shall allow user to continue to next section
without uploading all or any required loan
documents. Loan page status will be “In Progress”
until all required documents have been uploaded
for each loan. The applicant will not be able to
submit his/her application until all required loan
documentation has been uploaded.

•

System should not allow applicant to manually
enter a federal loan if loans have been
electronically retrieved via NSLDS.

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

Section 11: Supporting Documents
The Supporting Documents page allows the applicant to upload his/her required application documents. Please note that some of the documents displayed on the
Supporting Documents page dynamically appear based on answers provided on the online application (see business rules below).
Steps:
1. Applicant selects the document he/she
would like to upload.
2. Applicant selects Browse (Browse) to
find the document he/she will upload.
(Upload) when
3. Applicant selects
appropriate document is selected.
4. Applicant repeats these steps for all of the
required documents.
5. Applicant clicks
(Save and Continue).
6. Applicant is directed to the Self Certification
Page.
Business Rules:

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•

Applicants are encouraged to upload .PDF
documents

•

System shall allow applicant to upload
document size up to 5 MB

•

System shall require applicant to upload a
“Uniformed Service” supporting document if
applicant answered “Yes” to Existing
Service question on Eligibility page

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S2S LRP Online Application User Guide

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•

System shall require applicant to upload a
“Disadvantaged Background” supporting
document if applicant answered “Yes” to
Disadvantaged Background question on
General Information page

•

System shall link to .pdf files of supporting
documents in a template format

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

Section 12: Self Certification
The Self Certification page allows the applicant to certify that he/she has read and agrees to the terms and agreements displayed on the page.
Steps:
1. Applicant reads each certification.
2. Applicant indicates that he/she agrees by selecting each checkbox.
3. Applicant selects

(Continue).

Notes:
•

System shall require that the applicant responds to each certification
question to proceed

•

System will clear Self Certification page if the applicant proceeds to
Review and Submit page but then edits another section of the
application. The applicant will then be required to re-indicate that he/she
agrees to each certification by selecting each checkbox.

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Section 13: Review & Submit
The Review & Submit page is the last page of the application that contains a table with each application section and its corresponding status. All sections must be
complete in order for the applicant to submit the application. The applicant can select the top navigation menu link within the application section table to view that
section.
Steps:
1. Applicant reviews the application.
2. Applicant enters his/her password.
3. Applicant selects

(Submit).

Business Rules:
•

System shall not allow application to be submitted after the application
deadline

•

All page statuses except for review and submit must be complete for applicant
to submit his/her application

•

Applicant must enter his/her correct password in order to submit his/her
application

•

System shall direct user to landing page with links to supporting documents,
and copy of his/her application and a copy of his/her NSLDS loan retrieval (if
the applicant submitted federal loans electronically) after submission

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Section 14: Submitted Landing Page
After the applicant submits his/her S2S LRP application, he/she will be directed to the Submitted Application landing page and the overall application status will
change to “Submitted”
Business Rules:
•

Applicant can navigate to the Submitted landing page by clicking the “Home” button

•

Applicant can view a .pdf version of his/her application by clicking the “View your
submitted Application” link

•

Applicant can view a report of his/her NSLDS loan retrieval (if the applicant submitted
federal loans electronically)

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Section 15: Edit Application (Prior to Application Deadline)
If an applicant would like to edit his/her application after submission, he/she may do so prior to the application deadline. If an applicant edits his/her application, the
applicant must re-submit the application by the application deadline. If the applicant does not resubmit his/her application, the applicant will not be considered for an
S2S LRP award.
Steps:
1. The applicant clicks Edit Application

2. The applicant clicks

or

pop-up (below)

3. The applicant will be directed to the In Progress landing page if he/she clicks
or the applicant will remain on the submitted landing page if
he/she clicks
4. The applicant can navigate to any section of his/her application to make the
necessary edits.
5. Once the applicant has made his/her edits, the applicant must click Save &
Continue at the bottom of the page where edits were made in order to save the
edits.
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6. Once all edits are made and saved, the applicant will navigate
to the Self-Certification page.
7. Applicant indicates that he/she agrees to all the certifications
by selecting each checkbox.
(Save and

8. Applicant selects
Continue).

9. Applicant is directed to the Review and Submit page.
10. Applicant reviews the application.
11. Applicant enters his/her password.
12. Applicant selects
Submitted landing page.

(Submit) and is directed to the

Business Rules:

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•

The applicant will not be able to edit his/her application after
the application cycle closes

•

An applicant must resubmit his/her application by the
application deadline, if he/she wants to be considered for an
S2S LRP award

•

The applicant will be directed to the In Progress landing page
when selecting “Edit Application”

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

Section 16: Withdraw Application
An applicant has the option to withdraw his/her application after submission. The applicant may withdraw his/her application until the applicant receives a COI, if
applicable. The applicant may resubmit the current application by using the Undo Withdrawal button. However, the applicant must resubmit his/her application
by the application deadline to be considered for an award.
Steps:
1. From the Submitted landing page an applicant clicks the
button.

(Withdraw)

2. The applicant will be directed to the “Withdraw Application” screen for
confirmation.

(Withdraw) and is directed to the Submitted
3. The applicant clicks
Home page
• Note: The applicant’s status will be updated to “Withdrawn”
4. On the Submitted landing page the applicant may undo his/her withdrawal by
clicking
has not passed.

(Undo Withdrawal), if the application deadline

5. If the applicant clicks
directed to the In Progress Landing Page

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(Undo Withdrawal), he/she will be

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide
6. The applicant may make any changes to his/her
application when application status is “In Progress,”
prior to the application deadline.
7. The applicant may also select
(Continue) and will be directed to the Self
Certification page.
8. Applicant indicates that he/she agrees to all
certifications by selecting all the checkboxes.
9. Applicant selects
and Continue).

(Save

10. Applicant is directed to the Review and Submit
page.
11. Applicant reviews the application.
12. Applicant enters his/her password.
(Submit) and is
13. Applicant selects
directed to the Submitted landing page.
Business Rules:
• The ability to withdraw an application will be
disabled when the applicant is sent a COI
•

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If an applicant wishes to resubmit his/her
application, he/she must resubmit by the
application deadline

Bureau of Health Workforce (BHW)
S2S LRP Online Application User Guide

Section 17: Resolving Issues
Please use the following instructions to resolve any inquires a S2S LRP applicant might have:

1. For Technical Issues:
Production Support Process:
• When a technical issue is encountered, e.g. Applicant cannot upload his/her Resume, the Customer Care Center should log the issue in the BMISS
Issue Tracker. The S2S LRP Application BMISS HyperCare team will monitor the BMISS Issue Tracker to define and resolve the issue. Once the issue
is resolved, the Hypercare team will notify the Customer Care Center Analyst of the resolution.
Capturing Issues:
• It is important to capture and log as much detail as possible. The BMISS HyperCard Support Team will need enough information to recreate the issue in
order to solve the problem. Applicant details should include the following:
– Applicant information: Full name, last four of SSN, email, phone number
– The exact S2S LRP Online Application screen the applicant was on when the issue occurred (screenshot if applicable)
– The Web Browser the applicant was using (e.g. Internet Explorer, Firefox, etc.)
– The frequency of the issue (e.g. always, sometimes, etc.)

2. For Program Related Issues:
Division Support Process:
• If an applicant has a program question, the Customer Care Center will try to answer the problem by referring to the Application and Program Guidance.
If the Customer Care Center is unable to answer the question then the Applicant’s question and information are recorded and the Customer Care Center
submits a ticket in the Escalation Management System (EMS). DNHSC analysts will answers the question and the Customer Care Center responds
back to the Applicant.
Online Application Program Issues:
• For program/policy related questions, please submit a ticket in EMS.
Capturing Applicant Information:
• The following applicant information should be captured with as much detail of the issue as possible:
– First and Last Name
– Email Address
– Phone Number
– Last four digits of SSN
– Section of Online Application the user was on when they encountered the problem
– Detailed summary of the problem
– Supporting Document (If applicable)

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