Voice Response Unit

The toll free numbers is 800- 383-4278,  or  402-323-7455 for Lincoln callers.

The Voice Response Unit  (VRU)  is an automated system available 24 hours per day, 7 days per week. .  The VRU is divided into 3 sections (Client, Provider and General Information).  

To obtain client specific information the caller will need to know the last 4 digits of the Social Security Number and the date of birth for the person they are making inquiry.   To obtain specific claim information, the Provider will be asked to enter the claim number.  

The new VRU will be providing clients and N-FOCUS providers with current (real-time) information from the N-FOCUS system.  For example, if a program case is activated at 9AM in the morning and the client calls at 10AM they will be advised that their program case is active.

Client Flow:

• The following options are available:

  • Medicare Part D – provides the SHIIP toll free and local number.
  • Find a Child Care Provider – provides the DHHS public web site address

• Client may select “All Programs” or they may select a specific program

  • All Programs – Information will be given based on the last 4 digits of the SSN and DOB provided.
• Caller selects to hear information regarding “Another Program” the last 4 digits of the SSN and DOB will be carried forward.  

Example:

John Jones – SSN 1234, DOB 01-01-1960.  He selects ADC and then decides he also wants to inquire on SNAP.  The SSN and DOB will be carried forward.  

Provider Flow:

1. Medicaid Provider

   • Client Eligibility – Caller will be provided the NMES phone number and has the option of automatically being transferred.
   • Medicaid Hotline – Caller will be provided the hotline phone and has the option of automatically being transferred.

2. Non – Medicaid Provider

   • N-FOCUS Claim Information – Caller will be required to enter the claim number

     • When claim was received

     • No Payment – we have 10 days to process your claim.  Caller has the option of being transferred to the appropriate Local Office.  The caller will be asked for a zip code so the call can be routed.
     • Payment – Amount and date issued.   Caller has the option of being transferred to the appropriate Local Office.  The caller will be asked for a zip code so the call can be routed.
   • Order Forms – Caller will be referred to the DHHS web site or they may choose to be transferred to the appropriate local office

   • Licensed Child Care Information

     • Caller will be referred to the DHHS web site or they may choose to be transferred to the appropriate Local Office
     • How to become a licensed child care provider – Caller will be referred to the DHHS web site or they may call 800-832-4453.  Caller will not be automatically transferred.
     • Other Questions – The caller will be asked for their zip code.  Based on the zip code provided – the caller will be automatically transferred to the appropriate Local Office

General Information:

1. How to apply for benefits – Caller will be provided ACCESSNebraska web site address

2. Frequently requested phone numbers (These are listed in the order they will be provided)

   • SNAP EBT
   • Social Security Administration
   • Child Support Enforcement – The caller will be given the option of automatically being transferred to the Child Support Call Center
   • Child Protective Services and Adult Protective Services
   • Unemployment Compensation

3. After these phone numbers are provided, the caller will be given the option of selecting “More Frequently Requested Numbers

   • Reliacard
   • Community Resource Information  (211)
   • Community Access to Coordinated Health Care
   • Magellan
   • Medicaid Hotline
   • Senior Health Insurance Information Program
   • Legal Aid of Nebraska
   • Partnership for Prescription Assistance

(04-2010)