Overview

Duplicate cases may occur when a young person attempts to start applications or apply multiple times with the same first name, last name, email, and date of birth. In a duplicate case scenario, the OA Manager should address the duplicate before assigning the case. 

Previously- 

• If a duplicate Express Interest Tool (EIT) is submitted within one minute of a previous EIT submission, the duplicate will not appear as a case in Gateway.
• If a duplicate case is created within 14 days of the first EIT, it will be automatically closed. The case status will be updated to "duplicate," and it will appear under the Search view.

Now - 

• The applicant initiated an application in Portal with one email, then in July they submitted an application under a different email, the system will automatically close the previous submission.
• If the same personal information is submitted by a parent and an applicant using separate Portal accounts, the system may identify the applications as duplicates.

You will be able to access all duplicate cases from the Search view, but they will not appear on the Home tab.

If the Readmissions Check identifies that the applicant may already have an active case in progress, refer to Perform Readmissions Check guide for information on next steps.

Table of Contents

• Identify and Select Duplicate Indicator
• Identify and Select Duplicate when Indicator is not Present
• Existing Applicant Found during Readmissions Check

Identify and Select Duplicate Indicator

A duplicate indicator appears next to the Applicant Tracking Number when the legal first and last names, email address, and date of birth match an existing case.

1. From your Home view, review the table of prospect under the Unassigned tab.

2. Identify a prospect with a red triangle indicator next to their Application Tracking Number.

3. Select the Search view. Use the search bar to search for the prospect's name to see if any additional duplicate cases appear.

Multiple prospects or applicants may have the same name, so make sure to check each case and look at the Summary tab.

4. Look at the Workflow Milestone and Submitted Application columns:

• If one of the cases indicates Application Submitted, select the case that shows 'Interest Expressed' or 'Application Started' in the Workflow Milestone and mark it as a duplicate. Do not mark the case as a duplicate if an application has been submitted.
• If an application has not been submitted for any case, mark the newest cases as a duplicate.

5. Select the Application Tracking Number of the case that will be marked as a duplicate.

6. Continue to the Make Determination section below.

Identify and Select Duplicate when Indicator is not Present

There can also be a duplicate case without the indicator. This may occur when an applicant or their parent/guardian begin applications using a different email address.

1. If you suspect a case to be a duplicate, select the Search view and in the search bar and search for their name to see if any other duplicate cases appear.

2. Look at the Application Submitted and Workflow Milestone columns:

• If an account was created for one of the cases, you will select the case that has not created an account.
• If an application hasn’t been submitted for any of the cases, contact the applicant and ask them what email address they will use when they complete their application. Identify the case that will be marked as a duplicate and select the prospect’s Application Tracking Number for that case.
• If the Workflow Milestone indicates Interest Expressed while the other shows Application Started or Application Submitted, mark the referred case showing Interest Expressed as the duplicate.

4. From the Actions menu select Mark as Duplicate. The case will be removed from your Home view.

Existing Applicant Found during Readmissions Check 

When running the Readmissions Check and are alerted that the applicant may already exist, review the information provided in the screen. 

If you determine that the linked case is the same person: 

• Select Confirm and ensure that all new information has been documented in the existing applicant file.
• The duplicate record will be removed from the Home view. You will still be able to view it under the Search view.

If you determine that the linked case is not the same person:

• Select the Cancel.
• Check the applicant's SSN for accuracy and re-run to validate the applicant's history

Updated March 27, 2026 20:10