BLU Request Guidance

Topic: BLU Request Guidance – When to use BLU vs. redirect

Q: When should I create a BLU request?

A: Use BLU only when:

1. The caller is authorized (participant or verified representative).
2. The request involves information within Hub scope but requires action or confirmation from another agency.
   • Examples:
     • Eligibility confirmation that needs DHS input
     • Service navigation questions requiring official documentation
     • Technical issues with forms or portals that staff cannot resolve directly

Q: When should I NOT use BLU?

A: Do not create a BLU if:

• Caller is not authorized to access participant information.
• Request involves MNITS eligibility systems, case notes, or county-only records (Hub staff do not have access).
• Caller is asking for general program information that is already available on mn.gov or in the KB.
• Issue can be resolved immediately with a script or quick link.

Q: What should I do instead of BLU?

A:

• Redirect caller to county or appropriate agency if they need case specific information.
• Share quick links or fact sheets for general program info.
• Use KB decision trees to resolve common scenarios.
• Document the interaction only if required for tracking, but avoid unnecessary BLUs.

Quick Reminder (Staff Use Only):

• ✅ BLU = Authorized caller + info Hub staff can’t resolve directly.
• ❌ BLU ≠ General info, unauthorized requests, or MN‑ITs/case notes.
• ✅ Redirect or resolve immediately whenever possible.

BLU Request Guidance – When to Use BLU vs. Redirect

Purpose
Help Hub staff quickly decide when to create a BLU request and when to resolve, redirect, or provide information without using BLU.

Q&A

Q: When should I create a BLU request?

A: Create a BLU only when all of the following are true:

• The caller is authorized (participant or verified representative), and
• The request is within Hub scope, but
• It requires action, confirmation, or response from another agency that Hub staff cannot complete directly.

Common examples include:

• Eligibility confirmation that requires DHS review or input
• Service navigation questions that require official documentation or verification
• Technical issues with applications, forms, or portals that staff cannot resolve during the interaction

Q: When should I NOT use BLU?

A: Do not create a BLU when:

• The caller is not authorized to access participant information
• The request involves MNITS eligibility systems, case notes, or county-only records (Hub does not have access)
• The caller is asking for general program information already available on mn.gov or in the Knowledge Base
• The issue can be fully resolved during the interaction using scripts, links, or KB guidance

Q: What should I do instead of creating a BLU?

A:

• Redirect to county or appropriate agency for case-specific actions outside Hub scope
• Share quick links or fact sheets for general program information
• Use KB decision trees or quick responses to resolve common scenarios
• Document the interaction only if required for tracking or continuity — avoid unnecessary BLUs

Clarifications

• BLU is not a substitute for county systems, MNITS access, or casework
• BLUs should be intentional and limited to situations where Hub involvement adds value
• Creating unnecessary BLUs can delay resolution and increase workload for all parties

Quick Reminder (Staff Use Only)

✅ BLU = Authorized caller + Hub-appropriate issue + external action needed
❌ BLU ≠ General info, unauthorized requests, or MNITS/case notes
✅ Resolve or redirect immediately whenever possible

Internal Notes

• Always verify authorization before considering BLU
• Apply the minimum necessary standard when documenting
• When unsure, consult a supervisor before submitting a BLU

Tags

BLU; internal workflow; authorization; referrals; documentation; Hub procedures