By Peter Travisano, NENA Director
Work Without Limits, UMass Medical School
As Employment Network, Workforce and State VR Staff engaged in the Ticket to Work, we are often faced with difficult day-to-day questions regarding program operations.
One important resource that we should be making regular use of is the Ticket to Work Provider Support Help Desk, operated by the Ticket Program Manager (TPM) Maximus. Staff are knowledgeable and take the time to provide detailed information. When needed, they will research questions and follow up with more information. We keep their number on our speed dial and use it often!
We have found the Help Desk to be an invaluable source of information and guidance regarding complex payment requests.
Phase 1 payments can be especially challenging for Employment Networks. One of the more difficult problems that the Help Desk assists us with is determining where a Ticketholder falls with look back earnings. Help Desk staff can confirm recorded Trial Work earnings using information already in the system but not available through the Ticket to Work portal. This allows the EN to know which months and which Milestone numbers to bill for, thus eliminating unnecessary denials and delays. The Help Desk can also walk the EN through the payment request process. This can be especially helpful in submitting Proof of Contact documentation should the EN be missing beneficiary pay stubs.
The Help Desk can provide information in determining eligibility for Phase 2 and Milestone payments and may be able to provide more information than can be found in the portal.
They can also be helpful in determining the reasons for payment denials and offer assistance in resolving them. This is often a matter of determining which payment to request for the individual.
The Help Desk also provides information related to Ticket assignment and important “how-to’s” regarding managing the Ticket portal, and the service provider website.
To contact the Help Desk, call (866) 949-3687 9 a.m. to 5 p.m., Eastern Time, Monday through Friday, excluding Federal holidays. The Help Desk also provides after-hours service via voicemail; simultaneous service to multiple callers; Spanish language service; Text Telephone Communication Service for the hearing- and speech-impaired. Their fax number is (703) 893-4020.
You may also email the Help Desk at:
ENPaymentshelpdesk@yourtickettowork.ssa.gov for payment questions.
ENSystemsHelp@yourtickettowork.ssa.gov for questions and issues related to Ticket assignment, the service provider website, and the Ticket Portal.