Corrective Action Plan
For the Year Ended June 30, 2024
Finding 2024-009 Inadequate Request for Information
Name of contact
person:
Corrective Action:
Proposed completion
date:
Section III - Federal Award Findings and Question Costs (continued)
Develop and implement standardized request forms or tem...
Corrective Action Plan
For the Year Ended June 30, 2024
Finding 2024-009 Inadequate Request for Information
Name of contact
person:
Corrective Action:
Proposed completion
date:
Section III - Federal Award Findings and Question Costs (continued)
Develop and implement standardized request forms or templates to ensure all required
information is consistently requested. Requests should explicitly list the documents or details
needed, including examples (e.g., “bank statements for the last 3 months,” “proof of income,” or
“vehicle registration”). Conduct targeted training sessions focused on requesting information
accurately and comprehensively, including case scenarios and examples of complete and
incomplete requests. Ensure staff are familiar with the guidelines on what information is required
based on program eligibility rules. Reinforce these guidelines in regular meetings. Require staff to
use an Eligibility Request Checklist before sending information requests to ensure all necessary
items are included and accurately described.
Incorporate checklists into second-party reviews to catch errors or omissions before client
communication is sent. Supervisors should review outgoing requests during second-party or
random audits to ensure they meet the standards of completeness and clarity. Use case
management systems to track and audit requests for adequacy and timeliness. Access the
Inbox/Task Dashboard in NC FAST to review pending tasks and notifications. Focus on tasks
related to requests for information to ensure timely follow-up. Set reminders for staff to address
tasks nearing their deadlines. Use the Verification Report in NC FAST to identify cases where
requested information is still missing. This report helps staff track what verifications are
outstanding. Run O&M reports to monitor applications, recertifications, and requests for
information that are incomplete or overdue. Use these reports to identify cases where staff may
have issued inadequate or untimely requests. Filter reports by due dates to ensure that cases are
progressing within program timeframes (e.g., 45-day processing deadlines). Access the Evidence
Dashboard in NC FAST to confirm whether evidence entries match the requested documents.
Check if all evidence has been appropriately documented, verified, and updated within the system.
Ensure that staff are documenting details of all requests for information in the case notes,
including: What was requested. When it was requested. How it was communicated (e.g., mail,
phone, email). Case notes should also reflect follow-up actions. Create a Compliance Log:
Maintain a log of cases flagged for inadequate or late requests for information. Use this log to
track resolution and identify recurring staff training needs.
Management monitor daily to track progress of this issue and modify the controls as needed.
Tiffiany Walton, Interim Director
Melissa Castelow, F&C Medicaid Supervisor
Anetre Vaughan, Adult Medicaid Supervisor
BUILD YOUR FUTURE ON OUR FOUNDATION
115 Justice Drive Suite 1 Winton, North Carolina 27986
Office 252.358.7805 Facsimile 252.358.0198 www.HerfordCountyNC.gov
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