Address Validation
The first verification process that CSR runs after clicking on Submit is the address validation. It will also confirm that the input information has the correct format. Another step of this process will be to check if the address is already in use by an existing enrollment.
Checking the One Per Household Rule
Its goal is to verify if there is any other application in the system using that same address. If that is the case, CSR will show a warning with the ID# using the address previously entered.
If the existing application is in:
- Pending status: the agent will be able to create the application and it will remain in pending status. CSR will run the next verification step.
If the enrollment found belongs to the same applicant and it is still Pending after a long time, or if any piece of information has changed, the agent can reject the old application and then continue with the creation of a new enrollment
- Enrolled/Qualified status: the agent will have to ask the proper probing questions in order to determine if the Household Worksheet procedure is applicable.
Invalid Address escalation
When creating an enrollment, if agents get an address error, they will have to close the error message and review the information entered on the enrollment:
Before proceeding with this escalation, please make sure that:
- The zip code provided by the applicant is the correct one. There are times that applicants cannot continue with the enrollment creation online because they don't realize that the zip code was introduced incorrectly.
- There is an apartment, floor, suite, etc.
- There are no special characters, such as ''#'', points (.), commas (,), etc.
- The applicant knows if the address is deliverable or not.
- There are not cardinal points missing (NE, SW, etc.).
For the State of Puerto Rico, if addresses in the proofs show a dot, comma, slash or any other special character, the enrollment must show a space instead and the proof can be considered valid.
1) If the address is found as invalid, the Shipping Address field will become mandatory to create an enrollment. The shipping address must be valid and located in the same State.
2) If the agent proceeds with the creation of the enrollment but the address is invalid, and no Shipping Address is entered when submitting the application, the system will prompt a pop up indicating that this piece information is missing and mandatory to continue creating the enrollment. Otherwise, it will be Unqualified:
3) Agents have to click on Review to go back to the enrollment and enter a valid shipping address:
4) After entering a valid shipping address, the agent will be able to proceed with the application.
When submitting the application that has an invalid address (but a valid shipping address), the system will run a validation according to the One Per Household Rule requirements, against other invalid addresses.
- If there is another application using the same invalid address, the applicant will have to proceed with a HHW, if applicable.
- If there is no other application using the same invalid address, the enrollment will be created and proof of Address will be required.
Valid Proofs for Address
- Recent Utility bill with the consumer’s name and address
- Current income statement from an employer, paycheck stub, or W-2 with the consumer’s name and address
- Prior year's state, federal, or Tribal tax return with the consumer’s name and address
- Current mortgage or lease statement with the consumer’s name and address
- Unexpired driver's license / California DMV receipt (Driver's License request/renewal)
- Unexpired government, state, or Tribal issued ID
- Government assistance program documents with the consumer’s name and address issued no longer than 90 days
- Statement of benefits from a qualifying program with the consumer’s name, address, and issued no longer than 90 days
- Retirement/pension statement of benefits with the consumer’s name and address
- Unemployment/workers' compensation statement of benefits with the consumer’s name, address, and effective dates
IMPORTANT INFORMATION TO TAKE INTO ACCOUNT:
- As long as the Government/State document shows a header, an unexpired date with the consumer's name and address, the proof should be considered valid for Address and/or FAP
- For all these proofs, the address and the customer’s name must be printed, not handwritten
- The proof must not be expired. If there is an expiration date in the document and it is not past due, the proof should be considered valid
- The applicant's name must match exactly as it is on the enrollment
- The proof has to be legible enough
- If the address format showing on the proof states AVENUE and the one on the Enrollment states AVE and the information matches, the proof should be considered valid
- Separations between ''APT'' and its number/letter are valid
Address abbreviations
When it comes to proof tagging, some usual address abbreviations have been deemed valid. This means that if an address shows abbreviated in CSR and the proof provided shows the complete address name (or vice-versa), the proof can be considered valid, despite the difference in format.
One clear example is the following: 123 STHRN OVERLAND STG RT in the enrollment VS 123 SOUTHERN OVERLAND STAGE RTE SPC B37 on the proof.
Though there is a clear difference in the address name, we can consider it valid since the abbreviations stand for the address name displayed in the proof provided.
The following link, provides many examples of abbreviations that should be considered: https://pe.usps.com/text/pub28/28apc_002.htm.
Apart from that, cardinal points (southern, northern, etc.) can also be abbreviated.
