RIBridges Alert – FAQ

On December 13, 2024, the State was informed by its vendor, Deloitte, that there was a major security threat to the RIBridges system. In response, the State has proactively taken the system offline so that the State and Deloitte can work to address the threat and restore the system as quickly as possible. RI Bridges is the State’s computer system that supports online applications and eligibility processing for Medicaid, SNAP, TANF, RI Works, Child Care Assistance Program (CCAP), HealthSource RI, Long-Term Supports and Services (LTSS), AT HOME cost-sharing, and General Public Assistance (GPA). Additionally, Deloitte confirmed that there is a high probability that a cybercriminal has obtained files with personally identifiable information from RIBridges.

RIPIN is here to support you as best we can. However, we only have access to the information that the State has made publicly available, and there is also a lot that we don’t know. We will continue to provide updated information as it becomes available.

Three immediate actions Rhode Islanders receiving benefits through RIBridges can take:

  1. Change the passwords on all related accounts.
  2. Enable two-factor authentication for any of your accounts that support it.
  3. Review options to protect yourself from identity theft listed on the State’s data breach website, http://cyberalert.ri.gov, or call the State’s call center at 833-918-6603 referencing B137035.

    In response to the RIBridges data breach, Deloitte has contracted with Experian to run a multilingual call center to provide guidance on identity theft protection. A toll-free hotline will be open Mondays through Fridays at 833-918-6603. The reference number for the Rhode Island incident is B137035.

    RIPIN’s current understanding is that this call center is limited to providing general options for identity theft prevention.  We do not expect that this call center will have access to DHS systems or be able to answer questions about Medicaid, SNAP, or other benefits provided through the RI Bridges.

Frequently Asked Questions

  1. What does this mean for me?  What should I do?
    Those with questions about preventing identity theft that might result from the cyberattack should read the information at http://cyberalert.ri.gov. 

    Those with questions can also call the State’s new dedicated call center at 833-918-6603. This call center will not have access to DHS systems or be able to answer questions about Medicaid, SNAP, or other benefits provided through the RI Bridges.

    This call center is also not yet able to confirm whether any particular individual’s personal information has been compromised or not.

  2. When will I (and how can I) find out if my personal information was exposed in this cyberattack?
    There is no way for any individual to confirm whether their information was or might be exposed in this incident, even through the special dedicated call center.  The State is still assessing exactly what information might be in the hands of the cyber attackers. 

    The State is advising everyone who has used RI Bridges to assume their data is part of the breach and take immediate steps to protect against identity theft.

    Eventually, those impacted by this incident will receive personalized notifications, but we do not know the schedule for such notifications to be sent.

  3. Can I still use my Medicaid, SNAP, or other benefits?
    The State has confirmed that December SNAP benefits were already distributed.  SNAP and RI Works beneficiaries are being urged to learn how they can freeze and unfreeze their EBT cards to ensure their benefit payments aren’t stolen. That can be done through the company that manages the cards, FIS, either online or using its mobile app. Detailed instructions are in a PDF on the state’s website.

    Our current expectation is that those who had active Medicaid benefits prior to the this cyberattack will continue to be able to use those benefits to visit providers or pick up prescriptions.  This would include those with coverage through a Medicaid Managed Care Organization (NHPRI, Tufts, or United) and also those who access Medicaid benefits through the Anchor Card.

  4. How can I apply for Medicaid, SNAP, CCAP, or other benefits now?
    The State’s online system for benefit applications is currently shut down.  The State is directing new applicants to apply using paper-based processes, as described in the “Apply by Mail” section of this site – https://dhs.ri.gov/apply-now. 

    RIPIN does not know how this cyberattack will impact application processing times.  We advise all consumers using paper-based application processes to make copies of everything submitted, use return-receipt mailing, get receipts if possible when delivering papers to DHS offices or drop-boxes in person, and keep careful notes of submission dates.

  5. When will the RI Bridges become available again?  How long will this take?
    We do not know.  The State has not released any expected timeline.

  6. I have a commercial Qualified Health Plan (QHP) through HSRI, how can I pay my monthly premiums?
    The State has advised that while new applications cannot currently be filed, HSRI premium payments can be processed over the phone through the HSRI Service Center at (855) 840-4774 or in person by visiting any CVS location (except those located in Target stores).  This includes payments for current 2024 plans, or for most people who applied for a 2025 plan on or before Thursday, December 12, 2024 but who have not yet made a payment. If paying in person at a CVS location, enrollees must bring a copy of their HealthSourceRI invoice with them.

  7. I need to choose my HSRI plan for 2025. What should I do?
    Currently, HealthSourceRI’s enrollment system is offline and cannot support new enrollments. We do not yet know how this cyberattack will impact open enrollment for HSRI for 2025 plans.  The State is exploring various options to extend open enrollment and help protect consumers, but there is not yet concrete information on how that final plan will look.  It is not currently possible to complete a 2025 enrollment (or an enrollment for December 2024) through HealthSource RI because that system is shut down. People with immediate medical needs attempting to enroll in coverage for December 2024 (but not yet for 2025 coverage) may contact the RIPIN Call Center for support.

  8. I received a termination notice saying that I will lose my Medicaid (or other benefits) as of December 31st.  What does this mean for me?
    RIPIN cannot confirm what will happen for beneficiaries who might have been on the path to termination as of 12/31/2024.  The State has indicated that it may seek to pause some or all benefit terminations, but it has not yet confirmed that it will do so.

  9. I need to submit information to the State to renew my Medicaid or other benefits. How should I submit that information?
    The State expects renewal information to be submitted in paper at a DHS office drop box or mailed to the address provided in the renewal notice.  We advise all consumers to apply using paper-based processes, as described in the “Apply by Mail” section of this site https://dhs.ri.gov/apply-now. We recommend you make copies of everything submitted and keep careful notes of submission dates.

  10. Will the MMIS provider portal work?
    RIPIN’s understanding is that the Medicaid Management Information System (MMIS) provider portal is still functional and providing accurate information.  The State believes this cyberattack does not impact MMIS and is working to confirm that. 

  11. Is the Community Supports Management (CSM) working?
    The Community Supports Management (CSM) is the State’s system for pairing new Home- and Community-Based Service (HCBS) recipients with home care agencies and other providers, for allowing HCBS enrollees to switch agencies, for authorizing payment to home care agencies, and other similar tasks.

    Currently, RIPIN’s understanding is that CSM is down. Our understanding is that HCBS recipients who currently have home care providers in place should continue to receive their home care services as normal, and home care providers serving existing clients should continue to be paid. However, enrollees who have been authorized for HCBS services (including preventive HCBS services) but who have not yet been connected with an agency will not be able to use the Home Care Portal to find staffing. Recipients may also be unable to change their staffing provider (even if they have identified a willing provider with openings), or to be authorized for additional home care hours after a change in health needs.

  12. Will the Health Information Exchange (CurrentCare) still work?
    RIPIN’s understanding is that CurrentCare is not affected by this cyberattack and will still function as normal.

  13. What about unemployment, TDI, and TCI benefits?
    RIPIN’s understanding is that unemployment, TDI, and TCI benefits are administered by a separate system that is unaffected by the cyberattack.  We anticipate that unemployment, TDI, and TCI benefits will continue to be paid as normal, and that new applicants can continue to apply as normal.

Again, RIPIN is here to support you as best we can, however, we do not have access to any information beyond that which is publicly available. We will continue to share additional information as it becomes available.

Last updated December 20, 2024