An application case is created automatically when an application is submitted online by a citizen, or created manually by a case worker. An internal application has been configured in the system that allows case workers to create and submit applications for citizens. When a case worker creates an application case, he or she must first search for or register the client for whom the application case is being created. Further details on the configurable options available within the application creation process are detailed in the Cúram Intake business guide.
For HCR, the case worker registers either a person or a prospect person in the system and can then create a new application form for that client. The application form is an IEG script containing the necessary set of guided questions for the insurance affordability application. Basic information that has been captured when registering the person will be pre-populated in the script, including person name, date of birth, gender and SSN. In essence, the script captures the same information as in online application. There are some differences which make it more appropriate for a case worker. For example, all of the 'staging' pages which explain what is coming in the next section and most of the informational text at the top of application pages have been removed. These are help text or preparatory details that guide a citizen through the application process and are not deemed relevant for a case worker.
When the case worker has finished the application, a new application case is created for the person in the same manner as that followed for the online application, except that person match functionality does not need to be run using the person's details. The newly-created application case is then available within the person's list of application cases.