TN 1 (10-02)

DI 55050.025 Referring Ticket Questions And Issues To MAXIMUS

A. Procedure – when to refer beneficiaries/recipients to MAXIMUS

Operating components should refer beneficiaries/recipients to MAXIMUS when the beneficiaries/recipients:

  • are ticket-eligible and want to get their tickets before the scheduled mailing date (see DI 55002.015B and DI 55002.015C);

  • are ticket-eligible and want to get a duplicate ticket because they allege non-receipt or loss of a ticket (see DI 55002.030C);

  • want their names removed from the list of beneficiaries/recipients that MAXIMUS makes available to employment networks (ENs) (see DI 55005.001A.3.d, second bullet);

  • want to know what ENs are available to serve them (see DI 55005.001A.3.d);

  • have a question about a particular EN (see DI 55005.001A.3.d);

  • have a complaint about an EN (see DI 55075.005C.1);

    NOTE: If the complaint is about a State Vocational Rehabilitation (VR) agency, do not refer the beneficiary/recipient to MAXIMUS. Instead follow the instructions in DI 55075.010C.

  • have a question about assigning or reassigning their ticket to an EN or State VR agency (see DI 55005.001A.3.e); or

  • have a question about their progress review or in-use status (see DI 55005.001A.3.e).

B. Procedure – when to refer ENs to MAXIMUS

Operating components should refer ENs to MAXIMUS when ENs:

  • have a complex question about the Ticket to Work program (e.g., a question about the EN payment systems) (see DI 55005.001A.3.f);

  • want ticket-related information about a specific beneficiary/recipient (see DI 55005.001A.3.d);

  • have a complaint about a beneficiary/recipient (see DI 55075.005C.2); or

  • have a question or dispute about a milestone or outcome payment they received (see DI 55060.001C.2).

C. Procedure – when to refer State VR agencies to MAXIMUS

1. General referral guidelines

Operating components should refer State VR agencies to MAXIMUS when the State VR agencies:

  • have a complex question about the Ticket to Work program (e.g., a question about the EN payment systems) (see DI 55005.001A.3.f);

  • want ticket-related information about a specific beneficiary/recipient (see DI 55005.001A.3.d);

  • have a question or dispute about a milestone or outcome payment they received (see DI 55060.001C.2).

2. Exceptions to the general referral guidelines

Operating components should not refer State VR agencies to MAXIMUS when the State VR agencies:

  • have complaints about beneficiaries/recipients, as they have a separate dispute resolution process for handling these issues (see DI 55075.010); or

  • have questions about or disputes with a VR cost reimbursement payment decision, as they have a special protocol to follow (see DI 55060.001C.3).

D. Procedure – when to refer other callers to MAXIMUS

Operating components should refer other callers to MAXIMUS when the callers:

  • have a complex question about the Ticket to Work program (see DI 55005.001A.3);

  • are an organization that is interested in becoming an EN (see DI 55005.001A.3.c);

  • have a complaint about an EN (see DI 55005.001A.3.c); or

  • are a State Protection and Advocacy to Beneficiaries of Social Security (PABSS) specialist, representing a beneficiary/recipient on a specific ticket-related issue, such as in a dispute with an EN (see DI 55075.005C.3).