The Online Resource for Massachusetts Poverty Law Advocates

Online Guide Transmittal 2014-07: Business Process Redesign Updates


To ensure that all clients are treated fairly and to assist case managers in the accurate delivery of benefits, updates continue to be made to existing BPR procedures identified in the Guide.

As the Department continues to assess the new BPR model, it has become evident that a number of clarifications are necessary. The updated pages described in this Transmittal are the result of the data collected by Central Office and issues that have been raised by staff.

The following pages have been added to the Business Process Redesign (BPR) section of the Online Guide:

  • Printing Document Cover Sheets
  • Missing Cash Documents
  • Completing BEACON Narratives (Cash)

The following pages in the Business Process Redesign (BPR) section of the Online Guide have been updated:

  • Processing Queue
  • Greeting TAO Visitors
  • WAC – Managing the Waiting Area (formerly titled Managing the Waiting Area)
  • WAC – Completing Transactions in the Waiting Area (formerly titled Completing Transactions in the Waiting Area by the WAC)
  • Completing BEACON Narratives (SNAP) (formerly titled Completing BEACON Narratives)
  • Hours of Operation (Processing Queue)
  • Re-indexing Misidentified Documents
  • Missing SNAP Documents (formerly titled Missing Documents)
  • Completing a Notification in BEACON
  • Processing Unidentified Documents
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