Change of Housing Type, Address and/or Phone Number

Instructions for Customer Service Call Center: Change of Address for Clients with active MAP/MAP BASIC coverage ONLY

• Verify if client has active coverage in VeritySource™
• If coverage is active and client is reporting a home and/or mailing address change:
  • Use Contacts Module, Customer Service, Eligibility Update, and Change of Address as the referral.
  • Record new address in the mailing address section in VeritySource
  • Verify the phone number on file, change if not correct.
  • If a client indicates there have been changes in housing type, follow the instructions for Appointment Screening.
  • Ask client to fax , mail, or drop off in person proof of address dated within the last 30 days.  Fax number 512-901-9701.  Mailing address: PO Box 300489, Austin, Texas 78701.

Central Health designated individuals will be assigned to monitor and process “Change of Address” contacts. The following instructions apply to those individuals:

• Verify client’s coverage in VeritySource™
• Verify address is within Travis County through one of the following:
  • Travis County Appraisal District
  • Williamson County Appraisal District
  • Bastrop County Appraisal District
  • Hays County Appraisal District
• If the address is within Travis County, call the client and request that they send in proof for new address. Client has 10 working days to return proof or MAP/MAP BASIC coverage will be terminated. Enter a note on client record. Do not change address until proof has been received and verified.
• If the address is within Travis County and one or more household member(s) has an active grant, call the client and explain that a new eligibility appointment must be scheduled. (Must reapply for grant).
• If the address is out of Travis County, call the client and explain that they no longer qualify for MAP/MAP BASIC, or if unable to contact the client by phone, generate an auto-fill MAP Denial Letter checking “You live outside Travis County” as the denial reason, submit to the client’s record, and print and mail a copy to the address on file.