Role of the Ticket Coordinator

The Cost Reimbursement (CR) or Ticket Coordinator is the person who assumes responsibility for the statewide activities associated with a State Vocational Rehabilitation (VR) agency's administration of the VR CR program and the Ticket program. Depending on the agency's staffing structure, the following responsibilities may be split between two people and/or shared with other agency staff such as the information technology staff.

  • Interpreting/analyzing/ensuring compliance with authorizing legislation and governing regulations of both programs.

  • Managing/coordinating/implementing/monitoring/tracking CR and Ticket program operations with the goal of maximizing the revenue received from Social Security.

  • Providing general oversight of and coordination for CR and Ticket program activities. Maintaining automated tracking/verification systems to facilitate program participation, including overseeing the use of State Verification Exchange System (SVES) for Social Security benefit records through the VR/Social Security Administration agreement.

  • Researching/developing/implementing Ticket-related policies, procedures and practices.

  • Verifying benefit status, authenticating Ticket assignability, and processing electronic files to ensure that Tickets are placed "In-Use SVR" or assigned to the VR agency, and are unassigned at case closure.

  • Providing reports on progress and program developments to the VR leadership, including recommending changes and improvements.

  • Ensuring compliance with requirements to protection all Personally Identifiable Information (PII) on Social Security beneficiaries.

  • Trouble shooting with Social Security and the Operations Support Manage (OSM) to resolve issues and concerns, comply with performance expectations, and provide accurate/timely responses to special requests.

  • Trouble shooting with VR's IT staff on issues arise from and changes in the electronic processes for reporting case openings and closing to the OSM.

  • Maintaining constant communications with and providing guidance, training, technical assistance and educational materials to VR staff to ensure an understanding of the agency's CR/Ticket program activities, Social Security policies/procedures related to the Ticket program, and the benefits/potential value of Ticket program participation.

  • Obtaining/developing/disseminating materials for VR counselors to use in informing beneficiaries about the Ticket program and where to obtain benefits planning assistance. 

  • Establishing working relationships with ENs, VR vendors, organizations representing community-based providers, the State Workforce Agency and the network of American Job Centers, and allied state agencies, and marketing the agency's approach to serving Social Security beneficiaries to these potential partners. 

  • Leading the agency's efforts to develop interagency agreements to facilitate beneficiary access to ongoing employment support after job placement, and periodically evaluating the effectiveness of these agreements in increasing positive outcomes for beneficiaries.

  • Determining when beneficiaries may be eligible for reimbursement by analyzing caseloads, reviewing individual client records and wage information, and requesting information from external and internal sources as appropriate.

  • Responsible for (or overseeing responsibility for) the preparation and submission of CR claims in accordance with Social Security's guidelines and criteria; 
  • Determining the timeliness, completeness and accuracy of information prior to submitting a CR claim to Social Security; and 

  • Monitoring progress of submitted claims; investigating disallowed claims; developing rationale for refuting denied claims and collecting evidence needed to support such arguments;

  • Expanding and maximizing utilization of the Ticket program throughout the state and integrating it with other VR programs and with other employment-related human service programs.

  • Tracking earnings and monitoring the receipt of Ticket payments for beneficiries with qualifying earnings.