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CalHEERS Ticket Portal

San Bernardino County, CA
Program Year: 2019

Abstract:
The implementation of the Affordable Care Act (ACA) in 2014 required County Eligibility Workers (EWs) to utilize the California Healthcare Eligibility, Enrollment and Retention System (CalHEERS) to determine eligibility for health care programs. When expected eligibility results are not received, the case must be reviewed and a trouble ticket submitted to the CalHEERS Service Portal. Although San Bernardino County currently hosts 669 CalHEERS users, counties were each granted two access accounts for submitting tickets. Therefore, it was determined a standardized process and location to submit and track tickets was critical for efficient and timely staff communication without overburdening the CalHEERS Support Team. San Bernardino County Program Development Division (PDD) worked with the Transitional Assistance Department (TAD), and Information, Technology, and Support Division (ITSD) to create a Microsoft SharePoint site to submit, triage, and track CalHEERS tickets for system issues. This site allows county policy staff to review and troubleshoot issues prior to escalation to the CalHEERS Service Portal to ensure only system issues are forwarded. In addition, this site allows the county to track escalated tickets awaiting resolution, review or re-open closed tickets as needed, and identify widespread issues impacting users.

Contact:
Ms. Francine Beedie
Secretary I