Lifeline

Lifeline National Verifier

Reverification

When the National Verifier launches in a state, all Lifeline subscribers in that state will be reverified.

Reverification is the one-time process to confirm that all existing Lifeline subscribers meet the National Verifier's eligibility standards.

Reverification will reset a subscriber’s anniversary date. Subscribers will be recertified one year after the date that they are successfully reverified. The National Verifier will perform all future recertification for subscribers in National Verifier states.

Reverification for each launch will be performed in groups based on subscribers’ enrollment date. Each launch's groups will be announced when the process begins. For launch specific timelines and more information on individual launches, visit the National Verifier Launch page.

Note: The reverification process has changed. This page is for all states launched after October 2018. If you do business in the June 2018 or October 2018 launch, visit the launch specific pages for more information regarding reverification. If your SAC is included in the June 2018 or October 2018 launch and you elected USAC to conduct reverification consumer outreach, visit the USAC-elected reverification page.

Overview

USAC will assist you in collecting new documentation from your subscribers who could not be verified by the automated eligibility check. USAC will reverify subscribers in the four groups (or phases) mentioned below.

The chart below provides a high-level overview of the USAC assisted reverification process.

USAC Communications

When service providers submit existing consumer documentation to USAC, the documentation will be requested by groups:

  • Group 1: Recent enrollees (date defined separately for each launch); service providers must submit existing (on hand) eligibility, certification, AMS, TPIV, Deceased, and IEH documentation to resolve failures. Once initial reviews are complete, USAC will reach out to subscribers to resolve remaining failures.
  • Groups 2 & 3: Subscribers that enrolled prior to the date defined for Group 1; service providers must submit existing (on hand) AMS, TPIV, Deceased, and IEH documentation to resolve failures. Existing program or income eligibility documentation (retained prior to the date defined for Group 1) will not be accepted. Once initial reviews are complete, USAC will reach out to subscribers to resolve remaining failures.
  • Group 4: Consumers enrolled through the legacy NLAD process during the soft launch period; service providers must submit existing (on hand) eligibility, certification, AMS, TPIV, Deceased, and IEH documentation to resolve failures. Once initial reviews are complete, USAC will reach out to subscribers to resolve remaining failures.

USAC will make four official announcements regarding the reverification process and window openings:

  • Announcement One: Opens the 45-day window for service providers to provide on-hand documentation to USAC for subscribers in Groups 1-3.
  • Announcement Two: Confirms that the report has been updated after review of on-hand documents received during the initial 45-day window for Groups 1-3; notifies service providers that USAC is beginning outreach to subscribers in Groups 1-3 for any remaining failures.
  • Announcement Three: Occurs after hard (full) launch; opens the 20-day window for service providers to provide on-hand documentation to USAC for Group 4 subscribers.
  • Announcement Four: Confirms that the report has been updated after review of on-hand documents received during the initial 20-day window for Group 4; notifies service providers that USAC is beginning outreach to Group 4 subscribers for any remaining failures.

Documents mailed to USAC must be postmarked by the deadline.

Reverification Step

Group 1

Groups 2 & 3

Group 4

ETCs submit all existing documentation the service provider has on hand that would resolve an error (except program/income eligibility docs for Groups 2 & 3)

USAC makes Announcement One, opening the window for service providers to submit Groups 1-3 documents on hand, due 45 days after Announcement One.

USAC makes Announcement One, opening the window for service providers to submit Groups 1-3 documents on hand, due 45 days after Announcement One.

USAC makes Announcement Three, opening the window for service providers to submit Group 4 documents on hand, due 20 days after Announcement Three.

USAC’s initial review (review of on-hand documentation submitted by service providers)

After the window for on-hand documentation closes, USAC finishes its review and makes Announcement Two, indicating USAC is beginning outreach for unqualified subscribers.

After the window for on-hand documentation closes, USAC finishes its review and makes Announcement Two, indicating USAC is beginning outreach for unqualified subscribers.

After the window for on-hand documentation closes, USAC finishes its review and makes Announcement Four, indicating USAC is beginning outreach for unqualified subscribers.

USAC’s final review (review of documentation submitted by subscribers)

After the deadline for subscribers to submit documentation, USAC finishes its review, and USAC conducts de-enrollments of unqualified subscribers.

After the deadline for subscribers to submit documentation, USAC finishes its review, and USAC conducts de-enrollments of unqualified subscribers.

After the deadline for subscribers to submit documentation, USAC finishes its review, and USAC conducts de-enrollments of unqualified subscribers.

Process and Resolving Errors

USAC will assist you in collecting new documentation from your subscribers who could not be verified by the automated eligibility check.

In more detail, the USAC assisted reverification process includes the following steps

  1. National Verifier performs automated database checks.
    • All subscribers will be checked against the available eligibility databases, third-party identity verification (TPIV), the USPS's Address Matching Service (AMS), and for duplicates
    • USAC will provide the results of the automated check to service providers in the Reverification Subscriber Status Report in NLAD. The report shows which subscribers need documentation to resolve errors, and which errors need to be resolved (eligibility, AMS, and or TPIV)..
    • USAC will notify service providers when the Reverification Subscriber Status Report is available.
  2. Service Providers submit existing documentation.
    • If the National Verifier cannot verify a subscriber's eligibility through the database checks, the service providers will be required to submit any available documentation they have on file for failed subscribers.
    • Service providers have 45 days upon notification to provide:
      • Existing certification/application forms – For Group 1
      • Existing eligibility documentation – For Group 1
      • Existing documents that were used to resolve TPIV/AMS/duplicate disputes – For Groups 1 – 3
    • Service providers have 20 days upon notification to provide:
      • Existing certification/application forms – For Group 4
      • Existing eligibility documentation – For Group 4
      • Existing documents that were used to resolve TPIV/AMS/duplicate disputes – For Group 4
    • To be approved as eligible, documentation must meet the National Verifier's acceptable documentation standards. Reference the Acceptable Documentation page for more details.
  3. USAC collects new documentation from subscribers.
    • If the National Verifier cannot verify the subscriber's eligibility with the database, or from the documentation provided by the service providers, USAC will reach out to subscribers to collect documentation.
    • Subscribers will have 60 days to return requested documentation.
    • USAC may ask subscribers to submit one or a combination of the following:
    • Service providers should inform their subscribers that USAC will be reaching out to them directly. Please see below for more specific instructions of this outreach.
  4. National Verifier determines eligibility for subscribers.
    • Subscribers that successfully complete reverification will maintain their Lifeline benefit. No further action is required until they need to recertify their eligibility by their next anniversary date.
    • After the reverification process is complete, the Failed Reverification De-Enroll Report will show which subscribers failed the reverification process.
    • USAC will de-enroll subscriber that failed reverification from NLAD and mail a de-enrollment notice.

Service Provider Outreach

Service providers may, and are encouraged to, reach out to their subscribers before USAC begins outreach to inform them about USAC and the reverification process.

Your correspondence should include:

  • General information about USAC and the subscriber's requirement to reverify their eligibility to keep their benefits
  • USAC will reach out to them and request personal documentation from them
  • They will have 60 days to submit personal documentation needed to reverify
  • If they do not respond with the needed documentation within the 60 day window, they will lose their Lifeline benefit

Do not tell subscribers timeframes of when they should expect to receive these letters as these dates are subject to change.

USAC's Documentation Request Process

Subscribers will receive a letter from USAC requesting the documentation needed to reverify their eligibility in Lifeline. The letter will provide details on what documentation is needed and how they can submit it to USAC. They will be required to submit documentation within 60 days.

Subscribers could be asked to reverify any of all of the following:

  • Proof of eligibility
  • Proof of social security number
  • Proof of date of birth
  • Lifeline application form
  • Proof of emancipated status
  • One-per-household worksheet
  • Proof of valid address
 

For examples of accepted documentation, visit USAC’s acceptable documentation page.

Submitting Documentation For Reverification

No documents can be accepted before the submission window opens.

After the submission window opens, service providers can provide subscribers' documentation to USAC in the following ways:

  • Upload in batches using secure webpage (preferred method):

    Prepare a single PDF document per subscriber, and use the subscriber’s application ID (as shown in the report) as the file name (for example, ApplicationID.pdf). Combine the batch of subscriber PDFs into a single .zip file, with the file name: nv_reverification_SACname_MMDDYYYY_HHMMSS.zip. Use a 24-hour clock in ET for the hours, minutes, and seconds. Upload the completed reverification .zip files to the USAC secure webpage using the login credentials provided. USAC will provide login credentials in a bulletin prior to reverification. Drop the .zip file in the center of the webpage or upload it using the "Upload" icon on the screen. A copy of the secure webpage document upload process can be found here.

  • Mail paper documents:

    The cover page below is required for all paper submissions.*

    Use the cover sheet to create separation between each subscriber’s documentation (do not staple or paper clip). This cover sheet is required any time you are mailing subscriber documents for reverification. Both fields, “Application ID” and “Last Name” must be completed. Mail the items to: 

    USAC Lifeline Support Center
    P.O. Box 7081 
    London, KY 40742

*This cover page was not required for service providers in the June 2018 and October 2018 launches.

Reverification Reports

Reports about the National Verifier’s reverification process will become available in NLAD during the reverification process. USAC will send announcements once these reports are updated.

"Reverification Subscriber Status" Report

  • This report is available in NLAD
  • Indicates which subscribers need documentation to resolve errors (eligibility, application, TPIV, AMS, and/or household worksheet)
  • Updated daily (at midnight) to show which documents were approved or rejected
  • Daily reports should be used for planning purposes, eligibility decisions are not final until USAC announces that the report is finalized
  • Report can be filtered by SAC and reverification group

"Failed Reverification De-Enroll" Report

  • Indicates which subscribers failed the reverification process and will be de-enrolled from NLAD
  • One report per SAC

Opt Out Option

Service providers can opt out of having USAC conduct outreach to their consumers during reverification. Before the reverification process begins for a launch, USAC will provide a window to opt out of having USAC conduct consumer outreach. The information about this opt out window will be provided on the Launch page and via a bulletin to service providers in the Launch.

Service providers that opt out of the USAC conducted outreach process will receive separate notices regarding the final documentation deadlines and the outreach requirements.