MEMORANDUM

2009 Memorandums

IM-#46      06/30/09

DEPARTMENT OF SOCIAL SERVICES
FAMILY SUPPORT DIVISION
P.O. BOX 2320
JEFFERSON CITY, MISSOURI
TO:
ALL COUNTY OFFICES
FROM:
ALYSON CAMPBELL, DIRECTOR
SUBJECT:
FAMIS SCREEN FWHR, WEB ACCOUNT ACTIVATION

DISCUSSION:

On June 1, 2009, the Missouri Benefits Center offered two new services via the internet, on-line change reporting and reviewing current benefits. As a result of these expanded services an additional option has been added to the FAMIS Main Menu (FMPX) screen. Option #7, Web Interface Menu (FMSJ), has been added. Select option #7 to access the following information:

Web Account Activation (FWHR), option #5, allows an eligibility specialist to activate, lock, or revoke an EU’s web account; or change an EU’s password. The following topics will be addressed in this memorandum:

NOTE: Staff are not to give out PIN information over the telephone nor should secret words or secret questions/answers be shared over the telephone. The information contained on the Web Account Activation (FWHR) screen is highly sensitive and should be guarded as it could allow unauthorized individuals to access sensitive case information via the Missouri Benefits Center.

Caller Identification

When an EU calls requesting to change passwords, staff must take extra care when verifying the identity of the caller. It is suggested that the eligibility specialist ask the EU member 3 - 5 questions from the FAMIS case record. These questions may include Social Security numbers, dates of birth, or DCNs of EU members. Additionally, it is suggested that one or more of the following questions be asked:

If the caller can answer the questions correctly, reset the password. If the caller cannot answer the questions correctly, do not give out any case information or reset the password. Suggest to the EU member to submit changes or applications in writing.

Secure Password Options

EUs requesting a change in passwords are assigned a password by the eligibility specialist. An ideal password reset should include 6 - 15 characters using letters and numbers. The EU uses this password only once and is required to change the password when accessing the Missouri Benefits Center.

Password Reset Procedures, Activate, Lock, and Revoke

The Web Account Activation (FWHR) screen in FAMIS is used to lock, revoke, or activate the web account and change the password, PIN, secret word, or email address of the web account user. Web accounts may be locked or revoked to prevent certain web users from accessing the web account. This is used for EUs with domestic violence or fraud issues. Once the issue has been resolved the account can be activated for use again.

To reset a password take the following steps.

To activate, lock, or revoke a web account:

Example: When an account is locked, the message displayed is "Web account has been LOCKED successfully". If the action is to activate an account the message is "Web account ACTIVATED successfully", etc.

To change a PIN, secret word, or email address:

After making any change press F3=EXIT to leave the screen. When you return to the Web Account Activation screen, enter the SSN, DCN, or WEB USER ID and press enter (Ctrl) to view the changes made.

NECESSARY ACTION:

JM


2009 Memorandums