MI Bridges Community Partners Frequently Asked Questions

FAQ buttonMI Bridges Accounts

Q. If a client already has a MI Bridges account, can they use the same account in the new MI Bridges?

A. Yes, as long as the client has used their MI Bridges account within the previous 18 months, MDHHS will transfer their account to the new MI Bridges. The only exception is if the client’s username is already being used in the new MI Bridges. In this instance, clients should create a new account. 

Q. Can clients reset their password on their own in the new MI Bridges?

A. Yes! There are many tools available to clients to reset their password without having to visit an MDHHS office. Clients will visit MI Bridges and click on the Forgot Password link to reset their password. Clients can reset their password by answering their security questions or requesting a PIN be sent to them through email or text message. 

Q.  Does a client have to have a current MDHHS case to use the new MI Bridges?

A. No, all Michigan residents are encouraged to use the new MI Bridges, not just MDHHS clients. Because users will be able to search for and connect with local resources/agencies the new MI Bridges can be helpful to any Michigander!

 

Community Partners

Q. How can I prepare my organization to serve as a MI Bridges Community Partner?

A. There are three levels of engagement:  Navigation, Referral, and Access.  You will need to decide which of these levels would be appropriate for your organization.  Remember your organization can engage in more than one level!  You can visit the Become a Partner page to learn more about these partner roles and the registration process. 

Q.  Is there a limit to how many locations an organization can add?

A. No, there is no limit to how many locations an organization can add.

Q. Today my entire organization shares one partner number, will the same number be used with the new MI Bridges?

A. No, in the new MI Bridges every partner receives a unique identification (ID) number. This number is not the same number that is used in the old MI Bridges.  

Q.  If a Community Partner makes changes to their profile, are they required to go through ID Proofing again? 

A. No, if you make changes to your Community Partner profile, you will not have to go through ID Proofing again.

Q. Are community partners encouraged to have clients apply for benefits online?

A. Absolutely, this is still a great option for applying for benefits.  Currently 75% of applications are received online.  The new paper application is also an option for clients.

 

Help Me Find Resources

Q. What action do I need to take so my organization appears as a resource in MI Bridges?

A. All organizations that are registered with Michigan 2-1-1 may display as a resource in MI Bridges. If you have not already done so, register with 2-1-1 today!

Q. Where do I report resource information that is out of date or wrong?

A. When possible, please call the resource's phone number to inform them of the error. The resource information shown in MI Bridges comes from the Michigan 2-1-1 database and must be changed through 2-1-1. If you see any incorrect information in the new MI Bridges, please email mdhhscommunitypartners@michigan.gov and MDHHS will work with Michigan 2-1-1 to get it corrected.

Q. Can clients look for resources more than once?

A. Yes. Clients can revisit Help Me Find Resources as often as they wish, as their circumstances may change or they may want to explore new topics.

Q. Is there a maximum amount of resources clients can choose?

A. No, clients can add as many resources as they wish to their profile.  

 

Feedback

Q. How can I suggest clients submit feedback on the new MI Bridges?

A. Clients can submit feedback directly in MI Bridges by clicking a feedback link in the footer of every MI Bridges page.

 

Help Desk

Q.  Who can I call if I have questions or experience technical issues in the new MI Bridges?  

A. A dedicated Help Desk is available via phone to community partners and clients 8am – 7pm Monday – Friday. You can call 1-844-799-9876 to contact the Help Desk.

 

ID Proofing in MI Bridges

Q. What is ID proofing?

A. ID proofing, short for identity proofing, is an additional layer of security that ensures that we are granting access to the correct person and not someone else.  If you make changes to your Community Partner profile, you will not have to go through ID Proofing again.

 

Assistance Application

Q. Will the changes to the new 1171 Assistance Application also be made in MI Bridges?

A. Yes, the new 1171 Assistance Application has undergone significant improvements. The simplified questions seen on the paper application will match the application questions in the new MI Bridges. 

 

Referral Partner

Q. What is a referral partner?

A. A referral partner is an organization who has elected to receive electronic referrals directly in MI Bridges. Clients can send their contact information to participating organizations and resources who receive the referrals on a Referral Management Dashboard.

Q. Do referral partners need to register with Michigan 2-1-1 and MI Bridges?

A. Yes, in order to register as a referral partner, organizations must first be registered with Michigan 2-1-1.

 

Navigation Partners

Q. Can my organization serve as a Navigation, Referral, and Access partner? 

A. Absolutely! Organizations can choose to engage with MDHHS in multiple ways. Agencies can choose to be a Navigation, Referral, or Access – or any combination of the three!

Q.  Can a client have more than one navigator?

A. No, currently clients can only have on navigator.  Navigators provided one-on-one assistance to clients and help connect them to resources on an ongoing basis.

Q. Is there a limit to the amount of people you can be a navigator for?

A. No, there is currently no limit to how many peoiple you can be a navigator for.

Q. After a client enters your Community Partner ID number, how long does it take to connect as a navigator?

A. After a client has submitted your Community Partner ID number and given you consent, you will instantly become their navigator.

Q. How does a client connect with a Navigator?  How does a Navigator connect with a client?

A. Please review this Job Aid with instructions on how to connect with a client or have the client connect with you as their navigator. 

Q. If I am a navigator, can I look at my client's case when they are not with me?

A. Yes, if the client has provided consent you can view their letters, benefits, and resources from your client directory at any time.  Remember if a client changes their preferences, their information will be removed automatically from your client directory. 

Q. Are navigators taking the place of caseworkers?

A. No, there has been increased functionality to allow navigators to support clients and give general case management.  For example, navigators can help report changes, respond to documentation verification requests, and answer basic benefit questions, but they are not taking the place of caseworkers.

Q. If a navigator is temporarily out of the office, is it possible to move that navigator's client to another navigator?

A. Yes! Individuals in your organization who have the manage organization permission can reassign clients to another navigator in the agency.  The navigator can also reassign the client to another navigator before they leave the office. 

Q. Can a navigator be removed from an organization?

A. Yes! A navigator can be removed from an organization.  Anyone with manage organization permission can delete or add additional users. 

Q. Will there be any tools for partners to help track the clients they assist? 

A. Yes, clients can elect to connect to their Navigation Partner in MI Bridges, and can also consent to sharing contact details and case information with their Navigator. Navigation Partners can view these clients on a Client Directory in MI Bridges, and if the client consents, can view the same case information as the client – from detailed benefit information to organizations the client has sent electronic referrals too.

 

View Benefits/View Letters

Q. What kinds of letters can a client see in MI Bridges?

A. Any benefit letters that would typically be mailed to a client now display electronically on the View Letters tab of the My Resources page in MI Bridges.

Q. What case information is available to clients in MI Bridges?

A. Clients can view more benefit information than ever before in the new MI Bridges. For active cases, clients can view benefit amounts, renewal dates, the date benefits are added to their Bridge card, and much more!

 

Training

Q. What training is planned for Community Partners?

A. Training options for partners vary depending on whether the organization registers to be a Navigation, Referral, or Access Partner. Navigation Partners will attend a 4-hour in-person training. Referral and Access Partners will complete a web-based training. 

Q.  How can I start preparing my organization to serve as a MI Bridges Partner?

A. Great question! It’s a good idea to start preparing now by documenting the information needed to register your organization as a partner. Some helpful things you can do to prepare for registration are:

  • Confirm your organization information is accurate in Michigan 2-1-1

  • Document all organization locations that will serve clients and the addresses of those locations

  • Create a list of staff who will serve as MI Bridges partners, including their first name, last name, partner type, and email address