What are the most effective ways to authenticate a telephone callerwho is asking for confidential information about a DHS client?
A. Please note that no guidelines for authenticating callers are foolproof. The DHS Client Advocacy Services Unit (CASU) in the Office of Medical Assistance Programs (OMAP) models their techniques after those used by banks and credit card companies. The system requires the caller to provide a minimum set of essential elements of information that an authorized client representative would know.
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