Tennessee Benefits Portals for Seniors: How to Use One DHS and TennCare Connect

Written & Reviewed by

Analic Mata-Murray

Analic Mata-Murray

Managing Editor

Yolanda Taylor

Yolanda Taylor

Senior Healthcare Editor

Last updated: April 7, 2026

Bottom Line: Tennessee does not have one all-in-one senior benefits portal. Most older adults use the official One DHS Customer Portal for food help, TennCare Connect for Medicaid or help with Medicare costs, and the separate THDA LIHEAP application page for heating or cooling bills. If a portal stops working, switch quickly to the right phone line or local office instead of starting a second application.

Emergency help now

  • Medical emergency or no safe access to care: Call 911 now. If the problem is urgent loss of health coverage or medicine, call TennCare Connect at 1-855-259-0701 the same day.
  • No food or SNAP suddenly stopped: Use One DHS if you can, then call the One DHS Contact Center at 1-833-772-8347 or your county DHS office. If you need meal help while you wait, call your Area Agency on Aging and Disability at 1-866-836-6678.
  • Abuse, neglect, or financial exploitation: Call Tennessee Adult Protective Services at 1-888-277-8366. In immediate danger, call 911.

Quick help box

What this help actually looks like in Tennessee

Start here: match the need to the right Tennessee agency first. In Tennessee, the hard part is usually not filling out a form. It is knowing whether the benefit belongs to the Tennessee Department of Human Services, TennCare, the Tennessee Housing Development Agency, or the aging network.

Need Official Tennessee site What it handles Best backup if the portal fails
Food help, case notices, proof documents One DHS Customer Portal SNAP, case status, uploads, appeals, household updates One DHS family assistance help or your county DHS office
TennCare, Medicaid, Medicare Savings Program TennCare Connect Applications, renewals, uploads, letters, status, appeals TennCare Connect help at 1-855-259-0701 or your local health department
Heating or cooling bill help THDA LIHEAP page Low-Income Home Energy Assistance Program (LIHEAP) application Your local LIHEAP agency listed by THDA
In-home help, meals, transport, local aging support Area Agencies on Aging and Disability Local help, long-term care intake, home-delivered meals, OPTIONS referrals Call 1-866-836-6678
Medicare counseling and cost help questions TN SHIP Free Medicare counseling, drug plan comparisons, help with Medicare cost programs Call 1-877-801-0044

Quick facts

  • Best immediate takeaway: Tennessee seniors usually need more than one portal, not one master portal.
  • One major rule: TDHS says many SNAP households made up only of people age 60 or older or people with disabilities get a 24-month certification with a mid-certification form due in month 12.
  • One realistic obstacle: Older adults often get stuck because an old case is not linked to the new login, or because proof was uploaded to the wrong dashboard.
  • One useful fact: Tennessee says older adults and caregivers can get routed to the nearest Area Agency on Aging and Disability anywhere in the state by calling 1-866-836-6678.
  • Best next step: Gather ID, address proof, income proof, Medicare card, utility bills, and any case number before you create an account.

The official benefits portal seniors should use in Tennessee

Tennessee does not offer one senior-only benefits portal. The two main official portals older adults use are the One DHS Customer Portal and TennCare Connect. A third online path matters too: the THDA LIHEAP page for energy-bill help.

That split matters in real life. A retired widow in Jackson who needs food help usually starts with One DHS. A Medicare beneficiary in Knoxville who needs help paying her Part B premium usually starts with TennCare Connect. A rural older adult in Fentress County with a shutoff notice may need the THDA LIHEAP process and local agency help, not One DHS.

Who qualifies to use these portals

  • One DHS: Tennessee residents applying for or managing TDHS benefits, especially SNAP for older adults, low-income households, and people with disabilities.
  • TennCare Connect: Tennessee residents applying for TennCare Medicaid, renewing coverage, or seeking a Medicare Savings Program such as QMB or SLMB.
  • LIHEAP through THDA: Households that meet Tennessee’s income rule of at or below 60% of State Median Income and need one-time help with heating or cooling costs.
  • AAAD help: Older adults, caregivers, and adults with disabilities who need local assistance, in-home services, or help using benefits systems.
  • Caregivers and adult children: You can help, but be ready to keep the senior with you on the call or provide written permission, power of attorney, or an authorized representative form for TennCare if the agency asks.

What programs a senior can apply for through the portal

One DHS Customer Portal

  • What it is: The official Tennessee Department of Human Services self-service site explained on the One DHS Customer Portal help page.
  • Who can get it or use it: Tennessee residents applying for SNAP, managing a SNAP case, or filing an appeal. The portal also handles other TDHS programs, but SNAP is the main senior use.
  • How it helps: TDHS says One DHS lets you apply, upload documents, update information, check case status, review notifications, and file appeals.
  • How to apply or use it: Start at the official One DHS portal, create an account, and if you already have a case, link it before uploading proof.
  • What to gather or know first: A valid email address, your case number from a TDHS notice, the last four digits of your Social Security number, proof of address, income records, shelter and utility bills, and any out-of-pocket medical costs for SNAP deductions.

TennCare Connect

THDA LIHEAP application path

  • What it is: Tennessee’s separate online path for the Low-Income Home Energy Assistance Program through the Tennessee Housing Development Agency.
  • Who can get it or use it: Low-income households that meet the Tennessee income rule and need heating or cooling help.
  • How it helps: THDA says LIHEAP is one-time assistance, paid to the utility company or fuel supplier, not directly to the applicant.
  • How to apply or use it: Use the official THDA LIHEAP page. For the 2025-2026 program, THDA says applications opened on November 1, 2025, at 8:00 a.m. Central Time, and benefit amounts range from $174 to $750 while funding lasts.
  • What to gather or know first: Utility bill, account number, shutoff notice if you have one, ID, address proof, and income proof for everyone in the household.

Area Agencies on Aging and Disability

  • What it is: Tennessee’s regional aging network, with an official statewide directory.
  • Who can get it or use it: Seniors, caregivers, and adults with disabilities in any Tennessee county.
  • How it helps: The AAAD network helps with local services, home-delivered meals, transportation, and long-term care intake. Tennessee says you can be directed to the right local agency by calling 1-866-836-6678.
  • How to apply or use it: Call 1-866-836-6678 or use the AAAD locator.
  • What to gather or know first: Your county, ZIP code, basic income picture, major health or mobility issue, and any benefits notices you already have.

Tennessee SHIP and local Medicare counseling

  • What it is: The Tennessee State Health Insurance Assistance Program, a free and unbiased Medicare counseling service.
  • Who can get it or use it: Medicare-eligible Tennesseans, caregivers, and adult children helping a senior.
  • How it helps: TN SHIP can help you understand Medicare, compare drug plans, and sort out whether you should also apply for a Medicare Savings Program through TennCare Connect.
  • How to apply or use it: Call 1-877-801-0044.
  • What to gather or know first: Medicare card, drug list, monthly premium information, and any TennCare or Social Security notices.

CHOICES, OPTIONS, and PACE for long-term care

  • What it is: Tennessee’s main long-term care pathways. CHOICES is TennCare’s long-term services and supports program. OPTIONS for Community Living is a state-funded home-based program outside Medicaid. PACE is available only in Hamilton County.
  • Who can get it or use it: CHOICES is for older adults age 65 and older and some younger adults with physical disabilities who meet medical and financial rules. OPTIONS is for adults age 18 and older who meet daily living limits, with a sliding fee scale. PACE is for people age 55 and older who meet nursing facility level of care and live in Hamilton County.
  • How it helps: These programs can help with home care, personal care, homemaker help, meals, transportation, or nursing facility care, depending on the program.
  • How to apply or use it: If you do not have TennCare and want CHOICES help, use the official long-term care application page and call your AAAD at 1-866-836-6678. If you already have TennCare, use your health plan or the official health plan page. If you live in Hamilton County and think PACE fits, call 1-423-698-0802 from the PACE page.
  • What to gather or know first: Medical records, hospital or nursing-home paperwork, current doctors, insurance cards, and a clear summary of the daily tasks the senior cannot safely do alone.

How to create an account step by step

One DHS Customer Portal

  1. Go to the official One DHS portal.
  2. Select Create an account. TDHS says you must have a valid email address.
  3. Enter your personal information and complete the security and reCAPTCHA steps.
  4. Open the confirmation email from TDHS. The One DHS help page says you must confirm it within 24 hours.
  5. Return to One DHS and complete identity verification. TDHS says you may be asked for your name, address, date of birth, and last four digits of your Social Security number.
  6. Answer the identity questions. If you skip identity verification, TDHS says portal use may be limited and processing may take longer.
  7. If you already had SNAP before creating the account, link the case using the case number from your notice before you upload proof.

TennCare Connect

  1. Go to TennCare Connect.
  2. Create an account, then sign in. TennCare’s instructional video page walks through account setup.
  3. Apply for TennCare or link your current case so you can see coverage details and notices.
  4. Make sure your mailing address, phone number, and email are current. TennCare says renewal notices depend on this information.
  5. If you do not want to do this online, skip the portal and call 1-855-259-0701. Tennessee lets you apply for TennCare online, by phone, or with paper forms.

How seniors can upload proof documents

For One DHS: TDHS published a step-by-step upload guide. For SNAP and Families First, you link the case, choose the Family Assistance upload tool, pick the right case number, choose the correct person and document type, upload a file or phone photo, and submit. TDHS warns that picking the wrong case number can delay processing, and it says office kiosks can also be used to take photos of documents.

For TennCare Connect: TennCare says you can upload documents, read letters, and manage your account in the portal or mobile app. If the upload fails and your deadline is close, call 1-855-259-0701 the same day and ask what backup method they want you to use.

For LIHEAP: THDA says the application and needed forms are submitted through its online process, and the county agency can help if you get stuck.

Best practice: Upload proof the same day you apply. Use clear, full-page images. If you mail anything, TDHS says send copies, not originals.

How to renew benefits online

SNAP through One DHS: TDHS says SNAP renewals depend on the certification period. For many older or disabled households, Tennessee uses a 24-month certification with a mid-certification form due in month 12. TDHS says you should get the mid-certification form about four weeks before the deadline.

TennCare through TennCare Connect: TennCare says it must review eligibility every year. It first tries to renew with information it already has, but if that does not work, you must complete the renewal packet by the date in your letter. TennCare says the quickest online path is to log in and click Renew my Benefits.

LIHEAP: This is not like SNAP or TennCare. It is usually a new seasonal application, not a year-round online renewal.

How to check application status

What to do if a senior forgets login information

  • One DHS password: TDHS says to use the Forgot Your Password option. It also says only one password reset is allowed in a 24-hour period, or the account can lock for 24 hours.
  • TennCare username or password: Use the forgot links on the MyTennCare Login page. TennCare’s reset instructions say the system can use the registered username or email address.
  • If the senior no longer uses the email address on file: Stop guessing. Call the official help line instead of making a duplicate account.
  • If a caregiver created the account: Write the login in a paper folder kept in a safe place. Many delays happen because the person helping last year is not the person helping now.

How to avoid fake websites and scams

When seniors should apply online vs by phone vs in person

Situation Best choice in Tennessee Why Who to contact
Simple SNAP application with papers ready Online One DHS is the fastest way to apply and upload proof together One DHS
Need TennCare or Medicare Savings Program and do not like computers Phone Tennessee lets you apply for TennCare by phone TennCare Connect at 1-855-259-0701
Need SNAP but cannot use the portal Paper or in person Tennessee SNAP is online or paper-based, not a full phone application SNAP application options or your county DHS office
Portal locked, identity check failed, or due date is very close Call or go in person the same day Do not lose time retrying passwords or re-uploading One DHS Contact Center, TennCare Connect, or a local health department
Need nursing-home placement or in-home long-term care Phone first Medical review and local intake matter more than the portal alone AAAD at 1-866-836-6678
Utility shutoff notice or heating crisis Local help plus the portal LIHEAP is run through local agencies that can tell you what your county needs THDA LIHEAP local agency list

Printable checklist before a senior starts an online application

What documents to scan or upload before starting

  • ☐ A working email address and phone number
  • ☐ Photo ID or other accepted identity document
  • ☐ Social Security numbers or cards
  • ☐ Medicare card and current insurance cards, if using TennCare Connect or TN SHIP
  • ☐ Proof of Tennessee address, such as a lease or utility bill
  • ☐ Income proof, such as a Social Security award letter, pension statement, pay stubs, unemployment notice, or veterans benefit letter
  • ☐ Bank statements and asset records if TennCare asks for them
  • ☐ Rent, mortgage, property tax, homeowners insurance, and utility bills
  • ☐ Out-of-pocket medical bills and Medicare premium proof if you are age 60 or older or disabled and applying for SNAP
  • ☐ Any renewal packet, denial letter, or case notice with your case number
  • ☐ Utility account number and shutoff notice for LIHEAP
  • ☐ Power of attorney, written permission, or authorized representative papers if someone is helping
  • ☐ Clear photos or scans of each page

How to apply or use the portal without wasting time

  • Match the need first: One DHS for SNAP, TennCare Connect for health coverage, THDA for LIHEAP.
  • Create only one account per portal: Duplicate accounts are a common reason older cases do not show up.
  • Link old cases before uploading proof: This matters especially in One DHS.
  • Upload proof the same day: Do not wait for a worker to ask if you already have the document.
  • Use the correct case number and document type: TDHS says the wrong case link can slow down processing.
  • Save proof you submitted: Take screenshots, save confirmations, and write down dates and names.
  • Check the account every few days: Watch for interview notices, letters, and requests for more proof.
  • Switch fast if the portal fails: If a deadline is near, call the official line or go in person that day.

Common portal problems older adults face

  • One DHS is not fully one dashboard yet: TDHS says One DHS still acts as a gateway to separate dashboards. That means some documents and notices may not appear where you expect.

  • Old cases may not show up until they are linked: This is a frequent problem for seniors who had SNAP before they made an online account.

  • Renewal mail goes to an old address: TennCare says coverage can end if contact information is not current. If you get Supplemental Security Income (SSI), TennCare says you must also update Social Security.

  • Password recovery becomes its own delay: One DHS limits password resets, and older adults often do not have quick access to the email account tied to the login.

Reality checks

Common mistakes to avoid

  • Creating a second account because the first password did not work
  • Ignoring the One DHS email confirmation window
  • Uploading blurry pages or only part of a bill
  • Sending documents to the wrong case or wrong dashboard
  • Assuming SNAP can be fully filed by phone in Tennessee
  • Waiting until the due date to call about a renewal
  • Mailing original documents instead of copies
  • Thinking PACE is available statewide when Tennessee says it is limited to Hamilton County

Where to get help using the portal

Best local office to call if the online system fails

There is no single best office for every Tennessee benefit. Use the office that matches the benefit:

Best options by need

What to do if denied, delayed, or blocked

  • SNAP delayed: Check the One DHS dashboard, then call 1-833-772-8347. Ask whether your case is linked, whether your interview was scheduled, and whether all proof was received. TDHS says normal processing can take up to 30 days, or 7 days for some expedited cases.
  • SNAP denied: Use the official TDHS appeal page or file the appeal through One DHS.
  • TennCare denied or coverage ended: Call 1-855-259-0701 and ask for the exact reason and deadline. TennCare says you can file an eligibility appeal or medical appeal through TennCare Connect or by phone.
  • Long-term care problem: Use the Beneficiary Support System and call 1-888-723-8193 through Disability Rights Tennessee if you need help with complaints, appeals, or rights.
  • LIHEAP stuck: Call your local LIHEAP agency and ask whether they can see your application, whether any proof is missing, and whether your shutoff notice was logged.

Plan B / backup options

Local resources for Tennessee seniors

  • Area Agencies on Aging and Disability: 1-866-836-6678 and official statewide locator.
  • TN SHIP: 1-877-801-0044.
  • Local health departments: official county finder.
  • Long-Term Care Ombudsman: Tennessee’s official helpful numbers page lists the Ombudsman at 1-877-236-0013.
  • Legal Aid Society of Middle Tennessee and the Cumberlands: Tennessee’s official helpful numbers page lists 1-800-238-1443.
  • Legal Aid of East Tennessee: Tennessee’s official helpful numbers page lists 1-865-637-0484.
  • West Tennessee Legal Services: Tennessee’s official helpful numbers page lists 1-731-423-0616.
  • Memphis Area Legal Services: Tennessee’s official helpful numbers page lists 1-901-523-8822.

Diverse communities in Tennessee

Seniors with Disabilities

Tennessee gives several non-internet paths. TDHS offers TTY 711 and free interpreters for One DHS help. TennCare lists TTY/TDD at 1-877-779-3103, and the TennCare FAQ says if you have a disability, someone may come to your home through the AAAD network to help with an application.

Immigrant and Refugee Seniors

Language access is real and important. TDHS says free help is available if you do not speak English through the One DHS Contact Center and interpreter line, and TennCare says free language assistance is available. If documents are hard to sort, start with a phone call instead of guessing which portal question means what.

Rural seniors with limited access

Rural Tennessee seniors often do better with a mixed plan: local office, phone, and portal together. Every county has a local health department, TDHS keeps a county office locator, and AAADs can route you to nearby help. Tennessee’s aging network also says it provided more than 3.5 million meals to older adults in 2024, which matters if you are waiting for SNAP or CHOICES.

Frequently asked questions

Does Tennessee have one benefits portal for seniors?

No. Tennessee mainly uses One DHS for SNAP and other TDHS services and TennCare Connect for Medicaid and Medicare Savings Programs. Utility help uses the separate THDA LIHEAP process, and many seniors still need help from the AAAD network.

Can I apply for SNAP and TennCare in the same Tennessee portal?

Usually no. Tennessee’s SNAP application goes through One DHS, while TennCare says Medicaid and Medicare Savings Programs go through TennCare Connect. That is one of the biggest reasons seniors get confused in Tennessee.

Can a Tennessee senior apply for TennCare or a Medicare Savings Program by phone?

Yes. TennCare says you can apply online, by phone, or with a paper application, and the phone number is 1-855-259-0701. That is different from Tennessee SNAP, which TDHS handles online or by paper application rather than as a full phone application.

How often do older adults in Tennessee have to renew SNAP?

It depends on the household type. TDHS says many SNAP households made up only of people age 60 or older or people with disabilities are on a 24-month certification with a mid-certification form due at month 12. Other households may have shorter certification periods.

What if my adult child or caregiver is helping me apply?

That is common and often necessary. Keep the senior with you on calls when possible, and be ready with written permission, power of attorney, or TennCare’s authorized representative form if the agency asks. It also helps to keep one shared folder with notices, logins, and upload dates.

What should I do if One DHS says my document was submitted but I still do not hear back?

Do not assume silence means approval. TDHS says case managers may take up to 10 days to process verifications. If your deadline is close or you are missing benefits, call 1-833-772-8347 and ask whether the document was attached to the correct case.

Is PACE available everywhere in Tennessee?

No. Tennessee’s official PACE page says it is only for people who live in Hamilton County and meet the program rules. If you live elsewhere, ask about CHOICES or OPTIONS instead.

Where can I get free help choosing between Medicare, TennCare, and help with costs?

Start with TN SHIP at 1-877-801-0044 if the question is mainly about Medicare. If the question is about in-home help, long-term care, or local aging services, call the AAAD line at 1-866-836-6678. If you already know you need Medicaid or a Medicare Savings Program, use TennCare Connect.

Resumen en español

Tennessee no usa un solo portal para todos los beneficios de las personas mayores. Para ayuda con comida y el programa SNAP, use el portal oficial One DHS. Para TennCare, Medicaid y el Programa de Ahorros de Medicare, use TennCare Connect. Para ayuda con la factura de luz o gas, Tennessee usa una página separada de LIHEAP a través de THDA.

Si no puede usar internet, no espere demasiado. Llame a Area Agencies on Aging and Disability al 1-866-836-6678 para ayuda local, o a TN SHIP al 1-877-801-0044 para preguntas sobre Medicare. Si el problema es TennCare, llame a 1-855-259-0701. Si el problema es SNAP o documentos en One DHS, llame a 1-833-772-8347. Guarde copias de todo lo que suba y abra cada carta, correo electrónico o mensaje de texto del estado.

About This Guide

This guide uses official federal, state, and other high-trust nonprofit and community sources mentioned in the article.

Editorial note: This guide is produced based on our Editorial Standards using official and other high-trust sources, regularly updated and monitored, but not affiliated with any government agency and not a substitute for official agency guidance. Individual eligibility outcomes cannot be guaranteed.

Verification: Last verified April 7, 2026, next review August 7, 2026.

Corrections: Please note that despite our careful verification process, errors may still occur. Email info@grantsforseniors.org with corrections and we respond within 72 hours.

Disclaimer: This article is informational only. It is not legal, financial, medical, tax, disability-rights, immigration, or government-agency advice. Program rules, policies, deadlines, and availability can change. Always confirm current details directly with the official Tennessee program or agency before you act.

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About the Authors

Analic Mata-Murray

Analic Mata-Murray

Managing Editor

Analic Mata-Murray holds a Communications degree with a focus on Journalism and Advertising from Universidad Católica Andrés Bello. With over 11 years of experience as a volunteer translator for The Salvation Army, she has helped Spanish-speaking communities access critical resources and navigate poverty alleviation programs.

As Managing Editor at Grants for Seniors, Analic oversees all content to ensure accuracy and accessibility. Her bilingual expertise allows her to create and review content in both English and Spanish, specializing in community resources, housing assistance, and emergency aid programs.

Yolanda Taylor

Yolanda Taylor, BA Psychology

Senior Healthcare Editor

Yolanda Taylor is a Senior Healthcare Editor with over six years of clinical experience as a medical assistant in diverse healthcare settings, including OB/GYN, family medicine, and specialty clinics. She is currently pursuing her Bachelor's degree in Psychology at California State University, Sacramento.

At Grants for Seniors, Yolanda oversees healthcare-related content, ensuring medical accuracy and accessibility. Her clinical background allows her to translate complex medical terminology into clear guidance for seniors navigating Medicare, Medicaid, and dental care options. She is bilingual in Spanish and English and holds Lay Counselor certification and CPR/BLS certification.