C CNAP Manual - Request for Policy Clarification
(01/01/17 –12/31/17)
Policy Clarification (PC) requests are case specific policy questions. Only cases pending a benefit determination qualify for a PC request. The PC must be elevated to the Policy Support Team (PST) by staff authorized to elevate a PC request.
Elevate policy or procedure questions in the following order:
The Unit Supervisor
FAA Office Manager (LOM)
Region Office Management
When a case read is protested, all steps in the Case Read Protest Process must be completed, prior to elevating a PC request. The protest process is located within TarCATS in the Case Read Process Handbook.
When the question cannot be resolved at any of these levels, elevate the question to the PST. Complete the Policy Clarification (FAA-1512A) Form found in the DES Document Center and send the request as an attachment via email to [email protected].
Policy references must be included in the request.
The following staff are authorized to elevate PC requests to the PST:
Region Program Manager
Appeals Processing Unit (APU) Supervisors
Management Analyst
FAA Systems Helpdesk Analyst
QST Management
OPE Quality Specialist
Conduent Training Staff
Conduent Management Staff
Questions that are not case specific are field inquiries and do not go through the Policy Clarification process. Send field inquiries via email to the Policy Support Team at [email protected]
Upon receipt of the FAA-1512A, the PST sends an email to the requestor acknowledging receipt of the form. The email contains the assignment number and the name of the assigned Policy Specialist.
The PST provides to the requestor one of the following:
A clarification response within ten workdays from the date the requestor received an acknowledgement email from the PST.
A response that there is a delay in the clarification due to either of the following:
Request for additional information
Assistance required from the Office of the Attorney General, Food and Nutrition Service, or the AHCCCS Administration
NOTE The PST response to the Policy Clarification request will be returned to the requestor and other authorized staff.
Elevate questions regarding system performance first to the Unit Supervisor. When the issue cannot be resolved at the FAA office level, contact one of the following:
FAA Systems Help Desk when the issue is with an AZTECS function.
FAA Policy Support Navigational Help Desk when the issue is navigating or locating policy in the CNAP Manual.