Community Partner - Assistor Organization Program (CP-AO)
About the CP-AO Program
Today there are over 150 Community Partner organizations throughout the state using HEAplus to help Arizonans apply online for AHCCCS Health Insurance, Nutrition Assistance (formerly Food Stamps) and TANF Cash Assistance.
Application and Correctional assistors from these organizations complete HEAplus applications during an interactive interview with the applicant. The applicant only needs to sign the application at the end. With improved access to electronic data sources, HEAplus is often able to verify much of the information that is needed for an eligibility decision. When electronic sources do not verify all information needed, assistors can help customers submit documents to their HEAplus application electronically. Assistors can track the progress of the application and help their customers throughout the application process.
Advantages
Some advantages of being a HEAplus Community Partner Organization include:
- Provide personalized support to your customers in their own community
- Help your customers apply for multiple programs in one process
- Real-time electronic verification of many eligibility factors
- Receive a customized, detailed list of the documents needed from the customer
- Electronically submit your customer's documents to ensure quick and secure receipt
- Track application status, including final eligibility results, for your customers without contacting state agencies
- Access easy monitoring of applications through the Workload Management features
- Access to a special call center that helps assistors resolve problems with their applications.
Health-e-Arizona Plus Fact Sheet | Rich Text Version
AHCCCS may, in its sole discretion, deny an HEAplus Community Partner Agreement application or a Community Partner Organization User application. Denials may be issued, but are not limited to the following reasons: An owner, managing employee, or user having a conviction related to fraud, waste, abuse, theft, patient harm, or anything related to the safety of individuals
Here are the steps involved in becoming an HEAplus Community Partner Assistor Organization:
- Submit a HEAplus Community Partner Application form telling us about your organization and how you would like to use HEAplus. Each organization must have a HEAplus Site Administrator who will control access to the system by your staff. You will need to identify this person on the application form.
- Sign a HEAplus Community Partner Agreement with AHCCCS: After we receive your information, we will draft the agreement for your signature and send it to you by e-mail.
- User Application Forms: User application forms are required from both the organization and each individual user before account access is approved in the HEAplus system. Links to information about submitting these forms and the required forms are available below.
- Information About HEAplus User Application Forms
- Organization User Application Form
- Individual User Application Form
- Initial System Access: The following items must be received from your organization and processed before your organization can start using HEAplus:
- A signed HEAplus Community Partner Agreement
- Organization User Application form
- Individual User Application forms
- Complete Training: The CP-AO Team offers initial and ongoing training. HEAplus training is provided through e-learning and web conferences. Ongoing training opportunities are available.
- HEAplus Community Partner Agreement Contact Person Update: Active organizations, excluding assistors will use this form to track and record any updates to the contact information of the designated HEAplus Community Partner Agreement Contact Person.
For more information about becoming a Community Partner - Assistor Organization, email the CP-AO Operations team at CP-AOOperationsTeam@azahcccs.gov.
AHCCCS Virtual Assistant (AVA)-If you have a complex question or simply want to chat with someone LIVE, AVA can route you to a LIVE chat specialist for help during business hours. You can find AVA at the bottom right-hand corner of the AHCCCS homepage.
Chat with Sam! AHCCCS launched Sam, a new chat bot on www.healthearizonaplus.gov. Sam can answer more than 30 common questions about AHCCCS renewals.
HEAplus Contact Information-HEAplus website: www.healthearizonaplus.gov.
Customer Support Center Phone Number: 1-855-HEA-plus (1-855-432-7587)
Community Partner- Assistor Organization Communication
CP-AO Call Center Phone Number: 602-542-5802 Mon-Fri 8:00 am to 5:00 pm MST.
The Community Partner- Assistor Organization (CP-AO) call center is an all inclusive assistor call center. For active assistors, this is a one stop shop now providing HEAplus technical assistance along with other services such as application assistor referrals and more.
The CP-AO call center can assist active assistors with the following:
- Demographic Changes to Unsubmitted Applications
- Expedited Emergency Medical Applications. A medical condition that, in the absence of immediate medical attention or medication, is reasonably likely to result in at least one of the following:
- Placing the customer’s health in serious jeopardy
- Serious impairment to bodily functions
- Serious dysfunction of any bodily organ or part
- Serious physical harm to another person
- Overdue Application Processing Requests
- Review of Application Determination Decisions
- HEAplus Technical Application Assistance
CP-AO Site Administrator Communication
The CP-AO Operations Team will assist the Site Administrators with the following:
- Account Activation/Password Resets/Training
- Deactivated or Disabled User Accounts
- System Navigation and General Eligibility Questions
- Uploading, Emailing or Faxing Documents
To avoid duplicate submission, the Site Administrator must be the sole contact emailing the CP-AO Operations Team at CP-AOOperationsTeam@azahcccs.gov.
Monitoring your Assistor CP-AO Tickets
You can now monitor the status of your CP-AO tickets from start to finish by signing up with the AHCCCS Service Desk.
Signing up for the AHCCCS Service Desk takes only a few seconds. Follow these quick and simple steps to be in the know!
- In your browser, go to https://servicedesk.azahcccs.gov/
- Click on "Sign up"
- Enter the following requested information. For "Username", enter your email address.
- Name: First and Last
- Username: Enter your email address
- Email: Enter your email address
- Password: Create a password - Second: Retype password
- I'm not a Robot: Key the code that displays
- Click on "Sign up"
CP-AO Access Quarterly Connect (AQC)-Meeting
Attendance to all AQC is required for a Site Administrator (or a designee) from each Community Partner - Assistor Organization.
AQC is a platform where the CPAO Operations Team shares information and tools that Assistor organizations and Correction Assistors need to be able to successfully process applications in HEAplus. Ask questions relating to the Community Partner - Assistor Organization Program and HEAplus Application Assistance to a panel of experts. Typically there are Special Guest Speakers relevant to the CP-AO program. In addition, Annual Security Training and other training information is also reviewed.
- Quarterly
- Takes place on the last Wednesday of the month
Need access to a previous QCA recording?
Site administrators can email: CP-AOOperationsTeam@azahcccs.gov to request access to the recorded QCA meetings. Site administrators can share the link with their active assistors within their organization.
HEAplus Downtime Schedule
Federal data sources used by Health‐e‐Arizona Plus (HEAplus) will not be available during scheduled federal maintenance times. When these federal data sources are not available, HEAplus will not be able to accept your application.
Federal Maintenance
Most Federal maintenance is based on the Eastern Time Zone and is therefore impacted by Daylight Savings time changes. The exact date Daylight Savings Time begins and ends varies a little each year. HEAplus will not be available during the following federal data sources maintenance times:
| Daylight Saving Time (Mid‐March – Early November) |
No Daylight Savings Time (Early November – Mid‐March) |
|---|---|
|
|
HEAplus System Maintenance
HEAplus downtime will start earlier on the days the HEAplus System is scheduled for maintenance and production builds:
- Every Tuesday of each month beginning at 7:00 pm MST for HEAplus maintenance
- Every other Thursday beginning at 7:00 pm MST for production builds
Additional HEAplus Downtime
- HEAplus may be unavailable for additional periods of time due to AHCCCS systems maintenance, changes in federal maintenance schedules and changes in HEAplus maintenance schedules.
- We do not always get advance notice of emergency maintenance situations. However, when we know of these maintenance periods in advance, we will issue a Broadcast Message in HEAplus to notify you of the change.
- Please check for new Broadcast Messages every time you return to your HEAplus home page.
We apologize for any inconvenience.
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