Below is a list of questions about using the common Intake form and screening tool. Simply click on the question to see the answer.

  1. Why can't I edit or add information to my submitted application?
  2. What happens if I lose internet connectivity before I have completed a full application?
  3. What do I do if I get the "Page can not be displayed" error message?
  4. I accidentally Suspended an application, what do I do now?
  5. I accidentally Canceled the application, what do I do now?
  6. I accidentally Closed the browser window, what do I do now?
  7. Why does nothing happen when I click on Save and Continue?
  8. Why does nothing happen when I click on Cancel and Go Back?
  9. Why does nothing happen when I click on "Print"?
  10. Why was I not prompted to enter my login information? Instead I was taken straight to the dashboard.
  11. What if the user name that is displayed on the application is not my user name?
  12. What do I do if my application is in an "Error" status?
  13. Can I leave parts of the application blank, then go back and fill them out later?
  14. Why did I receive a screen stating my session had timed out?
  15. Why can't I use the left navigation links to get to the module I want?
  16. What happens if I click on the submit button more than once?
  17. How are applications tracked through the Common Intake Dashboard
  18. How can I check an application's status?

Questions and Answers for Application Inbox Workers

  1. Why does my Application Inbox appear to be empty?
  2. In Application Inbox, why are there several items in my search results screen sharing one application number?
  3. What is the difference between "Application/Inquiry Status" and "Processing Status" in my Application Inbox?

1. Why can't I edit or add information to my submitted application? 
You cannot add or edit information within a submitted application. However, you can view the consolidated summary and next steps information by searching for the application and clicking on the application number that you want to view. You can use the MassHealth Common Intake Change of Information Cover Sheet pdf format of MH Common Intake Change of Information Cover Sheet
to submit changes for a recently-completed application. Other changes will need to go through the relevant MassHealth Enrollment Center.

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2. What happens if I lose internet connectivity before I have completed a full application? 
If you lose your internet connection before you hit Save and Continue on the "Head of the Household" page, then your information will not be saved and you will need to start a new application. If you lose your internet connection at any point after entering Head of Household information, then your application will be in an "Incomplete" status. To access the incomplete application, enter the application number into the "Search for Application" section on the dashboard and click on the "Search" button. Click on the application number from the returned search results and continue entering information into your application. If you do not know the application number, search for ALL applications in the "Search for Application" section of the dashboard. You can identify your application by the "First" and "Last" name fields under "Head of Household." For a more specific search, enter the date the application was created in both the "To:" and "From:" fields.

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3. What do I do if I get the "Page cannot be displayed" error message?
Try clicking on the refresh button on the browser tool bar. If the next screen in the application is not displayed, close all of your browser windows. Log back into the Virtual Gateway, proceed to the Dashboard, and search for your application in the Search for Application section.

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4. I accidentally suspended an application, what do I do now?
All information you entered and saved by clicking on "Save and Continue" has been saved into the application. To access the suspended application, enter the application number into the "Search for Application" section on the dashboard and click on the "Search" button. Click on the application number from the returned search results and continue entering information into your application. If you do not know the application number, search for ALL applications in the "Search for Application" section of the dashboard. You can identify your application by the "First" and "Last" name fields under "Head of Household." For a more specific search, enter the date the application was created in both the "To:" and "From:" fields.

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5. I accidentally Canceled the application, what do I do now?
You will need to start a new application. You cannot recover any of the information that you already entered.

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6. I accidentally Closed the browser window, what do I do now?
All information you entered and saved by clicking on "Save and Continue" has been saved into the application. Log back into the Virtual Gateway and proceed to the Dashboard. To access the application, enter the application number into the "Search for Application" section on the dashboard and click on the "Search" button. Click on the application number from the returned search results and continue entering information into your application. If you do not know the application number, search for ALL applications in the "Search for Application" section of the dashboard. You can identify your application by the "First" and "Last" name fields under "Head of Household." For a more specific search, enter the date the application was created in both the "To:" and "From:" fields.

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7. Why does nothing happen when I click on Save and Continue?
Be sure that the mouse pointer is on the button and try pressing the "Save and Continue" button again. If nothing happens, scroll to the top of the screen and check to see if there are any error messages are displayed at the top of the screen. If error messages are displayed, fix the data entered on the screen and click on /continue again. If the Continue button still does not respond, try suspending and reopening the application.

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8. Why does nothing happen when I click on Cancel and Go Back?
Be sure that the mouse pointer is on the button and try pressing the "Cancel and Go Back" button again. If this does not work, try suspending the application and reopening it.

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9. Why does nothing happen when I click on "Print"?
The print button on the application activates the browser print menu. Try accessing the browser print menu by clicking on the file menu, selecting the print option and clicking on the print button. If the page does not print, verify that your printer is working by printing another document.

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10. Why was I not prompted to enter my login information? Instead I was taken straight to the dashboard.
You are probably already logged into the Virtual Gateway. Look at the upper left hand corner of the screen and verify that your user name is displayed. If your user name is not displayed, close all of the browser windows and access the Virtual Gateway again. You will then be prompted to enter your login information.

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11. What if the user name that is displayed on the application is not my user name?
Close all Virtual Gateway browser windows, open a new browser window, and login into the application. If the problem continues, call Virtual Gateway Customer Service at 800-421-0938.

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12. What do I do if my application is in an "Error" status?
Please notify Virtual Gateway Customer Service by calling 800-421-0938.

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13. Can I leave parts of the application blank, then go back and fill them out later?
You must complete all mandatory fields on each screen. These fields are marked with an *. You can leave other fields blank and come back to complete them later, however if you submit the application then you will not be able to go back and edit it. You must suspend the application in order to go back and edit it. After 60 days, a suspended application will expire and you will need to start a new application.

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14. Why did I receive a screen stating my session had timed out?
For security reasons, the application will time-out after 30 minutes of inactivity. Close the "session time out" screen and open a new instance of the intake Dashboard. To access an application, enter the application number into the "Search for Application" section on the dashboard and click on the "Search" button. Click on the application number from the returned search results and continue entering information into your application. If you do not know the application number, search for ALL applications in the "Search for Application" section of the dashboard. You can identify your application by the "First" and "Last" name fields under "Head of Household." For a more specific search, enter the date the application was created in both the " To:" and "From:" fields.

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15. Why can't I use the left navigation links to get to the module I want?
You may only use the left navigation links to visit modules that have already been completed. If you have not yet visited and entered all screens within a module, then you will not be able to access the module using the navigation links on the left.

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16. What happens if I click on the submit button more than once?
Hitting the submit button more than once will not cause any known errors.

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17. How are applications tracked through the Common Intake Dashboard?

There are four ways to track application activity through the Common Intake Dashboard. Use the Dashboard to start a new application, search through existing applications, access incomplete applications, and view applications.

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18. How can I check an application's status?

If you are a provider, use the "Search for Applications" feature in the top-right quadrant of the Common Intake Dashboard. The results of your search will display the Submission Status and Eligibility Determination Status.

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19. Why does my Application Inbox appear to be empty?

Your Inbox will appear to be empty until you perform a search. Perform a search in the "Application/Inquiry Search" section of the Inbox and your results will populate.

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20. In Application Inbox, why are there several items in my search results screen sharing one application number?

Common Intake enables a user to complete a single application for multiple household members. Each person within a household who is applying for services will appear as a separate application/inquiry record within the application inbox search results.

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21. What is the difference between "Application/Inquiry Status" and "Processing Status" in my Application Inbox?

"Application/Inquiry Status" describes the status of the actual application filed. This application status can be "New" or it can be "Received". "Processing Status" describes the status of the applicant with respect to the program or service that they are applying for using Common Intake.

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This information is provided by the Virtual Gateway within Health and Human Services.