California LifeLine Third Party Administrator Initiatives Report

California LifeLine Third Party Administrator Presentation to the Administrative Committee September 17, 2024 Presentation to the ULTS Administrative Committee

2 Contents 1. Completed Initiatives 2. Upcoming Initiatives 3. Program Reports Presentation to the ULTS Administrative Committee

3 Completed Initiatives Service Provider Intake API (SPIA) Change Submission of Client Index Numbers (CIN) A Medi-Cal Subscriber ID was added to the SPIA SubmitApplication and SubmitRenewal methods. The Medi-Cal Subscriber ID is required when the Program Code List field for a submission includes the Medical Program Code. A participant s Medi-Cal CIN is entered in SPIA as the Medi-Cal Subscriber ID Soft Launch Date was Thursday, June 20th Hard Launch Date was Thursday, August 15th The soft and hard launch approach afforded Service Providers time to adjust their systems and processes to align with the SPIA changes Presentation to the ULTS Administrative Committee

4 Completed Initiatives Using the Automated Eligibility Verification System (AEVS) to Confirm Applicants Medi-Cal Participation On April 19, the TPA integrated AEVS checks to confirm Medi-Cal participation into the California LifeLine enrollment application process The AEVS results for manual checks since the integration: Month Medi-Cal Participation Confirmed 16,776 Medi-Cal Participation Not Confirmed 2,143 Percentage Confirmed April 88.67% May 44,864 6,197 87.86% June 45,208 6,594 87.27% July 37,919 5,279 87.78% August 42,597 6,440 86.87% Presentation to the ULTS Administrative Committee

5 Completed Initiatives Acceptable Documentation Change Qualifying based on Medi-Cal Participation Effective, Thursday, August 15th images of Benefit Identification Cards (BICs) was identified as the only acceptable documentation to qualify for CA LifeLine based on Medi-Cal participation Presentation to the ULTS Administrative Committee

6 Completed Initiatives SPIA Change Transaction Authentication Prior to the change, Service Providers submitted their SPIA usernames and passwords with each transaction After the change, Service Providers submit their SPIA usernames and passwords to an authentication service hosted by Microsoft. The authentication service provides Service Providers tokens to send with each transaction instead of requiring Service Providers to send their SPIA usernames and passwords Soft Launch Date was Friday, July 19th Hard Launch Date was Thursday, August 15th Presentation to the ULTS Administrative Committee

Customer Portal Flyer On July 24th, a flyer promoting the California LifeLine Portal was mailed to 43,946 active wireline and wireless active subscribers who have submitted forms by mail and have not yet registered for the portal Presentation to the ULTS Administrative Committee

8 Completed Initiatives Customer Portal Registration Recent 12 Weeks On 7/24, OSP mailed the flyer 5,000 4,500 4,000 3,500 3,000 2,500 2,000 1,500 1,000 500 0 07/01 07/08 07/15 07/22 07/29 08/05 08/12 08/19 08/26 09/02 09/09 Registered Users Wireless Wireline Linear (Registered Users) Presentation to the ULTS Administrative Committee

9 Completed Initiatives California LifeLine Customer Portal Registered Users End of August Metric Count Registered Portal Users 115,419 Wireless Registered Users 104,236 Wireline Registered Users 11,183 At least one LifeLine form submitted via the Portal after registering 39,321 Presentation to the ULTS Administrative Committee

10 Upcoming Initiatives 24 Hour Transfer Freeze On September 13th, all TPA intake systems (SPIA, file, and web) were updated to return a 40159 error if a Service Provider attempts to initiate an inter-carrier benefit transfer request within the initial twenty-four (24) hours after the current service term for the subscriber is activated Error code 40159 Consumer is subject to portability freeze is new Presentation to the ULTS Administrative Committee

11 Upcoming Initiatives Creating a LifeLine enrollment pathway for California residents who cannot provide valid SSN4s Collecting and managing demographic data for Benefit Qualifying Persons (BQP) Establishing an API connection with the Medi-Cal Eligibility Data System (MEDS) for confirming eligibility Introducing an eligibility reverification process during the annual renewal for subscribers whose continuing eligibility is not determined by matching with external databases Milestone dates for the foregoing initiatives have not been established Presentation to the ULTS Administrative Committee

12 Program and Operations Reports Program Participation Active LifeLine Subscribers Active Subscribers Top 5 Service Providers - Trend Active Subscribers Top 5 Service Providers Active Subscribers Top 5 Service Providers by Tech Active Subscribers - Top 20 State Senate Districts Active Subscribers - Top 20 State Assembly Districts Active Subscribers Top 20 Counties Active Subscribers Top 20 ZIP Codes Active Subscribers Written Language Preferences Presentation to the ULTS Administrative Committee

13 Program and Operations Reports Subscriber Reported Demographics Household Income Subscriber Reported Demographics Gender Subscriber Reported Demographics Race Subscriber Reported Demographics Asian Ethnicity Subscriber Reported Demographics Pacific Islander Ethnicity Response & Approval Rates All Form Types Enrollment Application Volume by Received Channel March through August Renewal Form Volume by Received Channel - March through August Enrollment Eligibility Methods Program Versus Income Enrollment Eligibility Methods By Qualifying Program Presentation to the ULTS Administrative Committee

14 Program and Operations Reports Top 5 Denial Reasons New Enrollment Applications - March through August Top 5 Denial Reasons Renewal Forms - March through August Renewal Rate - 4/1/2023 2/29/2024 Standalone IEH Volume by Received Channel - March through August Presentation to the ULTS Administrative Committee

15 Program Participation Active LifeLine Subscribers Active LifeLine Subscribers - September 1, 2024 Wireless: 1,481,787 Wireline: 124,384 Total: 1,606,171 14.58% increase of total subscribers Active LifeLine Subscribers - June 1, 2024 Wireless: 1,271,901 Wireline: 129,871 Total: 1,401,772 Presentation to the ULTS Administrative Committee

Active Subscribers - Top 5 Service Providers - Trend Truconnect TracFone dba SafeLink Infiniti Mobile Assurance Wireless Global Connection dba Standup Wireless 600,000 500,000 400,000 300,000 200,000 100,000 0 Presentation to the ULTS Administrative Committee

Active Subscribers Top 5 Service Providers Service Provider June July August TruConnect 499,893 519,827 537,325 TracFone dba SafeLink 212,505 211,589 215,039 Infiniti Mobile 58,472 143,306 164,609 Assurance Wireless by T-Mobile 127,303 119,588 116,184 Global Connection dba Standup Wireless 93,509 93,623 95,285 Presentation to the ULTS Administrative Committee

Active Subscribers - Top 5 Service Providers by Tech Wireless Wireline Service Provider August Total Service Provider August Total Pacific Bell 81,464 TruConnect 537,325 Frontier (fka Verizon CA) 19,000 TracFone dba SafeLink 215,039 Time Warner Cable 7,846 Infiniti Mobile 164,609 Cox Comm 5,025 Assurance Wireless by T-Mobile 116,184 Global Connection dba Standup Wireless ConnectTo 2,266 95,285 Presentation to the ULTS Administrative Committee

Active Subscribers - Top 20 State Senate Districts June 2024 September 2024 State Senate District 14 16 18 35 28 29 23 33 8 31 26 39 34 22 19 11 1 7 20 5 Active Subscribers 68,490 61,509 60,766 56,975 56,793 54,273 49,223 49,094 47,941 47,651 47,569 45,573 43,327 41,300 40,962 40,805 38,293 37,363 36,210 34,532 State Senate District Active Subscribers 18 14 16 35 28 29 33 23 26 8 31 22 39 19 34 1 11 7 20 5 78,648 77,855 71,335 66,478 66,324 62,584 57,277 57,114 56,046 54,337 53,937 50,838 49,284 48,413 47,993 44,895 43,401 43,362 36,210 34,532 Presentation to the ULTS Administrative Committee

Active Subscribers - Top 20 State Assembly Districts June 2024 September 2024 State Assembly District 57 31 35 36 39 45 65 79 60 17 54 6 27 70 80 13 10 61 18 33 Active Subscribers 44,289 41,869 39,390 36,158 36,019 35,431 32,164 30,600 30,013 29,937 28,123 27,448 27,319 26,681 25,431 24,589 24,474 24,300 24,193 23,813 State Assembly District 36 57 31 35 39 45 65 60 54 79 17 27 6 70 33 13 10 34 18 80 Active Subscribers 51,664 50,425 47,160 44,342 41,618 40,313 38,241 33,542 33,433 33,184 31,919 31,439 30,610 29,269 28,975 28,467 28,151 28,118 28,116 28,092 Presentation to the ULTS Administrative Committee

Active Subscribers - Top 20 Counties June 2024 Active Subscribers 401,190 105,000 101,248 94,645 87,839 70,254 58,532 56,311 45,369 38,396 33,874 33,085 26,904 23,526 22,141 22,066 16,072 15,179 14,966 14,647 September 2024 County Los Angeles San Bernardino San Diego Riverside Orange Sacramento Fresno Kern Alameda San Francisco Santa Clara San Joaquin Imperial Contra Costa Tulare Stanislaus Ventura Merced Solano Monterey Active Subscribers 462,124 123,530 111,401 108,372 97,592 78,468 66,584 63,300 52,921 40,866 38,163 37,549 33,832 31,197 26,473 26,319 18,265 16,685 16,614 16,426 County Los Angeles San Bernardino San Diego Riverside Orange Sacramento Fresno Kern Alameda San Francisco Santa Clara San Joaquin Contra Costa Stanislaus Imperial Tulare Ventura Merced Monterey Solano Presentation to the ULTS Administrative Committee

Active Subscribers - Top 20 ZIP Codes June 2024 Active Subscribers 9,370 8,561 8,086 7,350 7,266 7,061 6,679 6,603 6,346 6,220 6,135 5,983 5,915 5,865 5,819 5,374 5,369 5,295 5,263 5,231 September 2024 ZIP Code 90044 92231 93307 92243 92227 93535 90003 90011 93550 95823 90805 92683 92404 92553 92376 92345 92410 92335 90001 93304 Active Subscribers 10,573 10,189 9,462 9,355 9,022 8,640 8,213 7,795 7,651 7,299 7,106 7,020 6,822 6,716 6,603 6,469 6,353 6,327 6,186 5,888 ZIP Code 90044 93307 92231 90003 93535 93550 92243 90011 92683 95823 92553 90805 92376 92404 92410 93304 94102 90001 93706 93702 Presentation to the ULTS Administrative Committee

Written Language Preferences June 2024 September 2024 Language Code Active Subscribers Language Code Active Subscribers English Spanish Chinese Vietnamese Korean Tagalog Japanese 1,340,389 40,859 12,728 4,805 2,229 English Spanish Chinese Vietnamese Korean Tagalog Japanese 1,546,179 39,849 12,383 5,006 2,083 396 364 427 239 Presentation to the ULTS Administrative Committee

Subscriber Reported Demographics Household Income Household Income May August % Change 0-9,999 35,189 56,487 60.52% 10,000 - 19,999 16,695 25,220 51.06% 20,000 - 29,999 8,091 12,574 55.41% 30,000 - 39,999 3,561 5,536 55.46% 40,000+ 2,959 4,749 60.49% Prefer Not To Respond 10,826 17,701 63.50% Presentation to the ULTS Administrative Committee

Subscriber Reported Demographics Gender Gender May August % Change Female 38,940 61,993 59.20% Male 34,403 54,018 57.02% Prefer Not To Respond 3,467 5,445 57.05% Nonbinary 272 433 59.19% Transgender 239 378 58.16% Presentation to the ULTS Administrative Committee

Subscriber Reported Demographics Race Race May August % Change Hispanic 24,163 38,077 57.58% White 21,186 33,014 55.83% Asian 10,566 16,072 52.11% Black American 8,796 14,360 63.26% Prefer Not To Respond 7,640 12,788 67.38% Other 3,358 5,418 61.35% American Indian 1,114 1,755 57.54% Pacific Islander 498 783 57.23% Presentation to the ULTS Administrative Committee

Subscriber Reported Demographics Asian Ethnicity Asian Ethnicity May August % Change Chinese Vietnamese Other Asian Filipino Indian Korean Cambodian Japanese Laotian Prefer Not To Respond 3,392 3,128 1,191 1,057 655 465 298 191 156 33 5,183 4,699 1,840 1,608 1,004 696 463 303 245 31 52.80% 50.22% 54.49% 52.13% 53.28% 49.68% 55.37% 58.64% 57.05% -6.06% Note: Registered users can change their responses. For example, the decrease of Prefer Not To Respond reflects users who changed their responses Presentation to the ULTS Administrative Committee

Subscriber Reported Demographics Pacific Islander Ethnicity Pacific Islander Ethnicity May August % Change Other Pacific Islander 253 419 65.61% Native Hawaiian 93 142 52.69% Samoan 89 133 49.44% Guamanian 63 89 41.27% Presentation to the ULTS Administrative Committee

Response & Approval Rates All Form Types % Qualified or Renewed Month Total Responded % Responded Approved % Approved March 241,414 222,759 92.3% 188,726 84.7% 78.2% April 262,077 240,040 91.6% 198,055 82.5% 75.6% May 286,091 258,220 90.3% 208,795 80.9% 73.0% June 300,619 269,467 89.6% 219,725 81.5% 73.1% July 359,603 325,701 90.6% 265,489 81.5% 73.8% August 370,866 331,970 89.5% 261,828 78.9% 70.6% Totals 1,820,670 1,648,157 90.52% 1,342,618 81.46% 73.74% Responded / Total = % Responded Approved / Responded = % Approved Approved / Total - % Qualified or Renewed Presentation to the ULTS Administrative Committee

Enrollment Application Volume by Received Channel March through August SPIA 997,867 Mail 9,944 Portal 3,661 0 200,000 400,000 600,000 800,000 1,000,000 1,200,000 # Enrollment Applications received Presentation to the ULTS Administrative Committee

Renewal Forms Submitted by Received Channel March through August System 268,056 Portal 15,463 Mail 14,243 CSR-Assisted 9,401 SPIA 4,489 IVR 4,032 0 50,000 100,000 150,000 200,000 250,000 300,000 # Renewal forms received Presentation to the ULTS Administrative Committee

Enrollment Eligibility Methods Program Versus Income Presentation to the ULTS Administrative Committee

Enrollment Eligibility Methods By Qualifying Program WIC 0.5% VSPBP 0.2% Others 0.3% SSI 0.6% 98.4% of subscribers qualified based on either CalFresh or Medi-Cal participation Medi-Cal 27.8% CalFresh 70.6% Cal-Fresh (SNAP) Medi-Cal (Medicaid) SSI WIC VSPBP Others Presentation to the ULTS Administrative Committee

34 Top 5 Denial Reasons New Enrollment Applications March through August Denial Code Type Description Second chance application form not returned by the due date 8-9 80,327 8-9 Hard Denial Documentation submitted does not meet eligibility guidelines 6-22 Correctible Denial 6-22 69,452 Active Phone Number & Service Start Date not received within 30 days of status code 53 5-12 22,535 5-12 Hard Denial No documentation submitted to confirm a household member is enrolled in a qualifying public assistance program 6-18 20,256 6-18 Correctible Denial 6-21 11,397 Initial application form not returned by the due date 6-21 Soft Denial 0 20,000 40,000 60,000 80,000 100,000 Presentation to the ULTS Administrative Committee

35 Top 5 Denial Reasons Renewal Forms June 2023 May 2024 Denial Code Type Description Initial renewal form not returned by the due date 22-15 117,505 22-15 Soft Denial Second chance renewal form not returned by the due date Second chance renewal form was returned to the TPA as non-deliverable as addressed 24-8 Hard Denial 24-8 80,415 24-9 Hard Denial 24-9 7,554 Identity Verification form not returned by the due date 21-13 Hard Denial 21-13 2,501 Subscriber did not initial question acknowledging no other member of the subscriber s household is already receiving a LifeLine benefit 22-17 861 22-17 Correctible Denial 0 50,000 100,000 150,000 Presentation to the ULTS Administrative Committee

Renewal Rate: 6/16/2023 6/12/2024 Total renewal processes started: 968,445 Total Hard Denials: 189,591 Renewal Rate: 80.42% *Note: Final dispositions have been recorded for all renewal processes started for the selected period Presentation to the ULTS Administrative Committee

Standalone IEH Volume by Received Channel March through August SPIA 138,697 Portal 6,412 Mail 1,446 CSR-assisted 793 0 20,000 40,000 60,000 80,000 100,000 120,000 140,000 160,000 # Standalone IEH forms received Presentation to the ULTS Administrative Committee