California LifeLine Third Party Administrator Presentation Summary

California LifeLine Third Party Administrator Presentation to the Administrative Committee December 10, 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 24-Hour Portability (Transfer) Freeze On Friday, September 13th, the TPA introduced to the California LifeLine production environment a twenty- four (24) hour portability / transfer freeze. After deployment, all TPA intake systems (SPIA, file, and web) 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 a new error code Presentation to the ULTS Administrative Committee

4 Completed Initiatives Using the Automated Eligibility Verification System (AEVS) to Confirm Applicants Medi-Cal Participation The AEVS results for manual checks since the 4/19/2024 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% September 37,817 5,797 86.71% October 39,914 6,029 84.91% November 30,695 8,007 79.31% Presentation to the ULTS Administrative Committee

5 Completed Initiatives USAC Service Type BundledBroadband disabled USAC describes the Bundled Broadband USAC Service Type as a voice and broadband service that meets the federal broadband minimum service standard only The federal Minimum Service Standards are: Mobile Voice 1000 minutes Mobile Broadband - Speed: 3G or better Usage Allowance: 4.5 GB Fixed Broadband - Speed: 25/3 Mbps Usage Allowance: 1280 GB Because all approved California LifeLine wireless service plans offer unlimited voice service bundled broadband , by definition, should not be available for assignment On Friday, October 25th, the TPA disabled the BundledBroadband as an assignable USAC Service Type Presentation to the ULTS Administrative Committee

6 Upcoming Initiatives Collecting, tracking, and handling the demographics of Benefit Qualifying Persons (BQP) An applicant can qualify for LifeLine because a member of their household, who is their child or a dependent, is currently enrolled in a qualifying assistance program. The household member is referred to as a Benefit Qualifying Person (BQP) The TPA s system platform will be updated to track and manage BQP demographic data Key Dates: Friday, January 10, 2025 Distribution of updated specifications [SPIA, Codes, & File Processing] incorporating BQP-related changes Monday, February 24, 2025, through Wednesday, March 5, 2025 Service Provider testing BQP functionality Friday, March 7, 2025 Deployment of BQP-related changes for the TPA s California LifeLine platform Presentation to the ULTS Administrative Committee

7 Upcoming Initiatives Acceptable Eligibility Documentation - CalFresh Beginning Thursday, May 1, 2025, images of Golden State Advantage cards, the California EBT card, WILL NOT be acceptable proof of CalFresh participation Beginning Thursday, May 1, 2025, the following documentation will be accepted by the TPA to demonstrate current CalFresh participation: CalFresh Notices of Action which display issuance dates within the most recent seven (7) calendar days CalFresh Notices of Approval which display issuance dates within the most recent seven (7) calendar days CalFresh Verification of Benefits letters which display issuance dates within the most recent seven (7) calendar days Presentation to the ULTS Administrative Committee

8 Upcoming Initiatives Creating a LifeLine enrollment pathway for California residents who cannot provide valid SSN4s 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 Requiring wireless Service Providers to submit proof of consumer consent when initiating a LifeLine benefit transfer Customer Portal 2.0 o Allow registered portal users to self-initiate enrollments, obtain eligibility determinations, and then select Service Providers and plans [USAC enrollment model] o Allow registered portal users to change their service addresses, mail addresses, font preferences, and language preferences Milestone dates for the foregoing initiatives have not been established Presentation to the ULTS Administrative Committee

9 Program and Operations Reports Program Participation Active LifeLine Subscribers Program Participation Active LifeLine Subscribers - Trend Active Subscribers Top 5 Service Providers By Subscriber Count Active Subscribers Top 5 Service Providers by Subscriber Count and by Technology Active Subscribers By Funding Type June through November 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

10 Program and Operations Reports California LifeLine Customer Portal Registered Users California LifeLine Customer Portal Registered Users - Trend 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 June Through November Renewal Form Volume by Received Channel June Through November Enrollment Eligibility Methods Program Versus Income Enrollment Eligibility Methods By Qualifying Program Presentation to the ULTS Administrative Committee

11 Program and Operations Reports Top 5 Denial Reasons New Enrollment Applications June Through November Top 5 Denial Reasons Renewal Forms June Through November Renewal Rate - 8/21/2023 8/21/2024 CalFresh Confirm Match Rates Renewals 8/21/2023 to 8/21/2024 Standalone IEH Volume by Received Channel June Through November Call Center Inbound Calls Handled English & Spanish June through November Call Center Inbound Calls Handled Other Supported Spoken Languages June through November Call Center Average Seconds to Answer (ASA) June through November Call Center Webchats Handled June through November Call Center Emails Handled June through November Call Center Forms Manually Processed June through November Presentation to the ULTS Administrative Committee

12 Program Participation Active LifeLine Subscribers Active LifeLine Subscribers - September 1, 2024 Wireless: 1,481,787 Wireline: 124,384 Total: 1,606,171 6.63% increase of total subscribers Active LifeLine Subscribers - December 1, 2024 Wireless: 1,597,640 Wireline: 114,983 Total: 1,712,623 Presentation to the ULTS Administrative Committee

Program Participation Active LifeLine Subscribers - Trend 1,800,000 1,600,000 1,400,000 1,200,000 1,000,000 800,000 600,000 400,000 200,000 - Wireline Wireless Total Presentation to the ULTS Administrative Committee

Active Subscribers Top 5 Service Providers By Subscriber Count Service Provider Active Subscribers TruConnect 597,209 TracFone dba SafeLink 199,648 AMBT dba American Assistance 145,122 AirVoice Wireless dba AirTalk Wireless 143,256 Infiniti Mobile 121,881 Presentation to the ULTS Administrative Committee

Active Subscribers Top 5 Service Providers by Subscriber Count and by Technology Wireless Wireline Service Provider Active Subscribers Service Provider Active Subscribers Pacific Bell 74,520 TruConnect 597,209 Frontier (fka Verizon CA) TracFone dba SafeLink 199,648 17,482 Time Warner Cable AMBT dba American Assistance 145,122 7,773 AirVoice Wireless dba AirTalk Wireless Cox Comm 143,256 4,715 ConnectTo Infiniti Mobile 121,881 2,234 Presentation to the ULTS Administrative Committee

Active Subscribers Funding Type June through November 1,800,000 1,574,320 1,550,896 1,600,000 1,503,915 1,459,630 1,400,877 1,400,000 1,252,099 1,200,000 1,000,000 800,000 600,000 400,000 200,000 110,952 109,210 107,819 106,226 104,472 101,371 24,017 23,320 22,900 22,157 21,120 19,802 17,050 16,856 16,565 16,143 15,621 13,612 0 June July August September October November Wireless Federal/State Wireless California Only Wireline Federal/State Wireline California Only Presentation to the ULTS Administrative Committee

Active Subscribers - Top 20 State Senate Districts September 2024 State Senate District Active Subscribers 18 78,648 14 77,855 16 71,335 35 66,478 28 66,324 29 62,584 33 57,277 23 57,114 26 56,046 8 54,337 31 53,937 22 50,838 39 49,284 19 48,413 34 47,993 1 44,895 11 43,401 7 43,362 20 36,210 5 34,532 December 2024 State Senate District 18 14 28 16 35 29 23 26 33 22 8 31 39 19 34 20 1 7 11 5 Active Subscribers 85,918 78,312 73,409 72,806 72,044 67,576 61,847 60,047 59,299 58,264 56,323 55,671 52,786 50,013 47,935 47,781 46,254 44,491 43,982 41,407 Presentation to the ULTS Administrative Committee

Active Subscribers - Top 20 State Assembly Districts September 2024 December 2024 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 State Assembly District 36 57 31 39 35 45 65 54 79 60 17 6 27 33 13 34 53 52 10 18 Active Subscribers 58,157 53,806 47,634 44,916 44,352 43,849 41,769 36,477 35,185 34,903 32,542 31,884 31,487 30,493 30,055 29,770 29,758 29,716 29,142 29,126 Presentation to the ULTS Administrative Committee

Active Subscribers - Top 20 Counties September 2024 County Active Subscribers Los Angeles 462,124 San Bernardino 123,530 San Diego 111,401 Riverside 108,372 Orange 97,592 Sacramento 78,468 Fresno 66,584 Kern 63,300 Alameda 52,921 San Francisco 40,866 Santa Clara 38,163 San Joaquin 37,549 Imperial 33,832 Contra Costa 31,197 Tulare 26,473 Stanislaus 26,319 Ventura 18,265 Merced 16,685 Solano 16,614 Monterey 16,426 December 2024 County Active Subscribers Los Angeles San Bernardino San Diego Riverside Orange Sacramento Fresno Kern Alameda Santa Clara San Francisco Imperial San Joaquin Contra Costa Stanislaus Tulare Ventura Merced Solano Monterey 507,127 133,353 124,576 113,242 96,154 81,888 67,375 64,597 54,714 42,738 41,487 40,355 39,500 32,461 28,392 28,323 18,611 17,378 16,939 16,752 Presentation to the ULTS Administrative Committee

Active Subscribers - Top 20 ZIP Codes September 2024 ZIP Code Active Subscribers 90044 10,573 92231 10,189 93307 9,462 92243 9,355 92227 9,022 93535 8,640 90003 8,213 90011 7,795 93550 7,651 95823 7,299 90805 7,106 92683 7,020 92404 6,822 92553 6,716 92376 6,603 92345 6,469 92410 6,353 92335 6,327 90001 6,186 93304 5,888 December 2024 ZIP Code 90044 92243 92231 92227 93535 93307 90003 90011 90059 91766 93550 92376 95823 92335 90805 92404 92410 92345 92553 90001 Active Subscribers 11,901 11,883 11,835 9,339 9,134 9,118 8,953 8,668 8,550 7,991 7,668 7,437 7,421 7,293 7,178 7,047 6,975 6,954 6,902 6,819 Presentation to the ULTS Administrative Committee

Written Language Preferences September 2024 December 2024 Language Code Active Subscribers Language Code Active Subscribers English Spanish Chinese Vietnamese Korean Tagalog Japanese 1,546,179 39,849 12,383 5,006 2,083 English Spanish Chinese Vietnamese Korean Tagalog Japanese 1,653,797 40,484 11,331 4,471 1,966 427 239 339 235 Presentation to the ULTS Administrative Committee

California LifeLine Customer Portal Registered Users Metric Count as of 12/02/2024 Registered Portal Users 170,479 Wireless Registered Users 146,833 Wireline Registered Users 23,646 At least one LifeLine form submitted via the Portal after registering 74,468 Presentation to the ULTS Administrative Committee

California LifeLine Customer Portal Registered Users - Trend On 7/24, a flyer was mailed to encourage registration 180,000 160,000 140,000 120,000 100,000 80,000 60,000 40,000 20,000 0 Presentation to the ULTS Administrative Committee

Subscriber Reported Demographics Household Income Household Income August December % Change 0-9,999 56,487 75,361 33.41% 10,000 - 19,999 25,220 35,453 40.57% 20,000 - 29,999 12,574 18,712 48.82% 30,000 - 39,999 5,536 8,329 50.45% 40,000+ 4,749 7,358 54.94% Prefer Not To Respond 17,701 25,143 42.04% Presentation to the ULTS Administrative Committee

Subscriber Reported Demographics Gender Gender August December % Change Female 61,993 86,644 39.76% Male 54,018 74,198 37.36% Prefer Not To Respond 5,445 8,470 55.56% Nonbinary 433 551 27.25% Transgender 378 493 30.42% Presentation to the ULTS Administrative Committee

Subscriber Reported Demographics Race Race August December % Change Hispanic 38,077 53,254 39.86% White 33,014 44,283 34.13% Asian 16,072 24,011 49.40% Prefer Not To Respond 12,788 19,218 50.28% Black American 14,360 18,868 31.39% Other 5,418 7,333 35.35% American Indian 1,755 2,379 35.56% Pacific Islander 783 1,010 28.99% Presentation to the ULTS Administrative Committee

Subscriber Reported Demographics Asian Ethnicity Asian Ethnicity August December % Change Chinese Vietnamese Other Asian Filipino Indian Korean Cambodian Japanese Laotian Prefer Not To Respond 5,183 4,699 1,840 1,608 1,004 696 463 303 245 31 8,303 6,868 2,655 2,208 1,527 980 659 459 325 27 60.20% 46.16% 44.30% 37.31% 50.09% 40.80% 42.33% 51.49% 32.65% -12.90% 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 August December % Change Other Pacific Islander 419 541 29.12% Native Hawaiian 142 182 28.17% Samoan 133 182 36.84% Guamanian 89 105 17.98% Presentation to the ULTS Administrative Committee

Response & Approval Rates All Form Types % Qualified or Renewed Month Total Responded % Responded Approved % Approved Jun 2024 Jul 2024 Aug 2024 Sep 2024 Oct 2024 Nov 2024 Totals 300,619 359,599 369,166 385,341 423,339 394,437 2,232,501 269,467 325,698 330,270 340,841 377,933 343,954 1,988,163 89.6% 90.6% 89.5% 88.5% 89.3% 87.2% 89.1% 219,725 265,486 260,133 269,629 299,970 271,277 1,586,220 81.5% 81.5% 78.8% 79.1% 79.4% 78.9% 79.8% 73.1% 73.8% 70.5% 70.0% 70.9% 68.8% 71.1% Responded / Total = % Responded Approved / Responded = % Approved Approved / Total - % Qualified or Renewed Presentation to the ULTS Administrative Committee

Enrollment Application Volume by Received Channel June through November SPIA 1,009,169 Mail 8,632 Portal 3,049 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 June through November System 375,857 Mail 53,210 Portal 40,171 CSR-Assisted 24,061 IVR 11,101 SPIA 7,209 0 50,000 100,000 150,000 200,000 250,000 300,000 350,000 400,000 # Renewal forms received Presentation to the ULTS Administrative Committee

Enrollment Eligibility Methods Program Versus Income 5.7% 94.3% Income Program Presentation to the ULTS Administrative Committee

Enrollment Eligibility Methods By Qualifying Program WIC 0.6% VSBP 0.1% SSI 0.7% Others 0.3% Medi-Cal 25.7% 98.3% of subscribers qualified based on either CalFresh or Medi-Cal participation CalFresh 72.6% Presentation to the ULTS Administrative Committee

34 Top 5 Denial Reasons New Enrollment Applications June through November Denial Code Type Description Second chance application form not returned by the due date 8-9 103,622 8-9 Hard Denial Documentation submitted does not meet eligibility guidelines 6-22 85,569 6-22 Correctible Denial Active Phone Number & Service Start Date not received within 30 days of status code 53 5-12 19,893 5-12 Hard Denial IDV form not returned by the due date 5-16 13,749 5-16 Hard Denial No documentation submitted to confirm a household member is enrolled in a qualifying public assistance program 6-18 12,748 6-18 Correctible Denial 0 20,000 40,000 60,000 80,000 100,000120,000 Presentation to the ULTS Administrative Committee

35 Top 5 Denial Reasons Renewal Forms June through November Denial Code Type Description Initial renewal form not returned by the due date 22-15 Soft Denial 22-15 185,350 Second chance renewal form not returned by the due date 24-8 Hard Denial 24-8 123,845 2nd chance form returned undeliverable as addressed 24-9 Hard Denial 24-9 9,709 IDV form not returned by the due date 21-13 Hard Denial 21-13 3,245 22-17 2,880 Correctible Denial Did not initial the 1 per household certification 22-17 0 50,000 100,000 150,000 200,000 Presentation to the ULTS Administrative Committee

Renewal Rate: 8/21/2023 8/21/2024 Total renewal processes started: 1,038,410 Total Hard Denials: 216,839 Renewal Rate: 79.12% *Note: Final dispositions have been recorded for all renewal processes started for the selected period Presentation to the ULTS Administrative Committee

CalFresh Confirm Match Rates - Renewals 8/21/2023 8/21/2024 Day 0 54.73% [553,127 subscribers passed] Before issuing a soft denial for nonresponse 7.73% [6,953 subscribers passed] Before issuing a hard denial for nonresponse 6.73% [14,300 subscribers passed] Presentation to the ULTS Administrative Committee

Standalone IEH Volume by Received Channel June through November SPIA 190,113 Portal 8,104 Mail 1,183 CSR-Assisted 1,020 0 50,000 100,000 150,000 200,000 # Standalone IEH forms received Presentation to the ULTS Administrative Committee

Call Center Inbound Calls Handled English & Spanish June through November 70,000 6,898 60,000 6,158 50,000 5,016 4,276 4,307 40,000 3,255 30,000 51,295 45,179 41,243 20,000 37,255 35,736 29,294 10,000 0 June July August September October November English Calls Spanish Calls Presentation to the ULTS Administrative Committee

Call Center Inbound Calls Handled Other Spoken Languages - June through November 362 333 279 439 214 209 376 215 4 294 9 289 318 137 112 30 10 35 1 5 224 9 98 131 90 34 1 15 2 18 53 390 369 24 259 233 229 162 12 12 11 10 5 4 JUNE JULY AUGUST SEPTEMBER OCTOBER NOVEMBER Cambodian Cantonese Hmong Japanese Korean Laotian Mandarin Vietnamese Presentation to the ULTS Administrative Committee

Call Center Average Seconds to Answer (ASA) June through November 120.0 113.0 100.7 100.0 80.0 70.5 63.8 60.0 40.0 25.7 20.0 6.0 0.0 June July August September October November Presentation to the ULTS Administrative Committee

Call Center Webchats Handled June through November 6,000 5,486 4,741 5,000 4,637 4,554 4,000 3,606 3,252 3,000 2,000 1,000 0 June July August September October November Presentation to the ULTS Administrative Committee

Call Center Emails Handled June through November 3,500 2,988 2,853 3,000 2,726 2,651 2,500 2,157 2,039 2,000 1,500 1,000 500 0 June July August September October November Presentation to the ULTS Administrative Committee

Call Center Forms Manually Processed June through November 140,000 121,298 114,346 120,000 110,373 109,070 101,516 95,723 100,000 80,000 60,000 40,000 20,000 0 June July August September October November Presentation to the ULTS Administrative Committee