common-place handbook page 61-1 continuing workflows 61 ... · 6/1/2016 · page 61-2 common-place...

Common-Place Handbook page 61-1Continuing Workflows

61. Continuing Workflows

This Chapter includes the workflows that apply to Continuing Eligibility only.

61.1 Phone Support

Phone Support (PS) staff are often the only contact clients may have with the Social Services Agency. These sections contain descriptions of duties and expectations, as well as detailed workflows related to the Phone Support function.

61.1.1 PS Duties and Expectations

Phone Support Staff duties and expectations include:

1. Log into the ACD Phone System at the beginning of their shift.

2. Be ready to receive and answer calls at the start of and during their shift.

3. Answer all calls using the standard greeting: “Good morning/afternoon, thank you for calling the Social Services Agency, this is [your full name], how may I help you?”

4. ID the client in CalWIN, CalHEERS and MEDS, as needed, and ask for the client’s phone number.

5. Follow proper phone etiquette: Be courteous, friendly, helpful and efficient.

6. Provide the best customer service possible.

7. Perform a warm transfer to the assigned EW or EW Supervisor, as required.

8. If more time is needed to complete the phone task, use the “Not Ready” feature.

9. When the task is completed, click on the “Ready” button to receive the next call. Do NOT wait for the phone to ring, if available to help the next client waiting.

10. Log back into the phone system when returning from break, etc.

Update # 16-12 Revised: 6/01/16

2 Common-Place HandbookContinuing Workflows

11. Log out and exit the system at the end of your shift and/or if in a meeting.

12. For other languages, use the Interpreter Language line.

13. If a client asks to speak to a supervisor regarding their case, use the following chart to determine the correct action:

If the Client’s case... Then...

Is assigned to an EW, Perform a warm transfer to the EW’s Supervisor.

Is not assigned to an EW, Perform a warm transfer to the Info. Supervisor.

Requests to speak to the PS Supervisor, Perform a warm transfer to the PS Supervisor.

Note:Ensure that comments are entered in the Maintain Case Comments window if the language line is utilized, if a call for interpreter services was needed and/or if the client declined these services. (Inform the client that these services are free of charge to them.)

Reminder:Encourage clients to use and know their Case Number located on their EBT card.

61.1.2 PS Duties and Expectations for Supervisors

1. At the beginning of the work shift, log on to the Cisco Supervisor Desktop and monitor the number of Agents logged in, number of calls waiting and the wait time to ensure sufficient coverage at all times.

• Ensure all assigned PS agents are logged in during their scheduled shift (All assigned PS Agents are to be logged in until the end of their PS shift).

• At least one PS Agent per unit must be logged in during the lunch hour (12:00 PM- 1:00 PM). If the assigned PS Agent is out during that time/day, then that unit must provide coverage for the absent PS Agent.

• All assigned PS Agents with schedules to work after 5:00 PM must be logged in until all calls in the queue are answered.

2. Monitor and follow-up on excessive “Not Ready” and “Ring No Answer” statuses.

3. Call for back-up during heavy call times.

Revised: 6/01/16 Update # 16-12


• If it is in the first or last week of the month, 15 minutes wait time is reasonable to request for back-up.

• PS Supervisors are to communicate to relieve back-up PS Agents within the PS unit.


Revised: 6/01

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61.1.3

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ange of Address ithin the County)

• Update information for each member.• If open TMT, send an e-mail to the assigned

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ange or Add Phone mber

Update phone number in CalWIN No

ent requests to eak to a Supervisor

• If the client has a complaint regarding his/her case and it is assigned to an EW, warm transfer to the EW Supervisor.

• If the client has a complaint regarding his/her case and there is no open ticket, warm transfer to the Info Supervisor.

No

mmunity Complaint • Complete an SCD 16• Forward to the Administrative Assistant.

Yes [Refer to “Compla

Note: Clerical wil

T Replacement • Mail out EBT card• If the client needs to pick up, inform the client to

come into the office.

No Note: If the clientof cut-off times fo

te: PS Staff should ALWAYS FIRST ID case in CalWIN/TMT and document in the Maintain Case Commurself as a PS worker). *Per Agency Memo 12-09: Verify and update client’s message phone number*

minder: Always verify that the client’s telephone number and address are current and enter the client’s ssage Phone field in CalWIN.

Commo page 61-5Continuing Workflows

Revised: 6/01/16

eIC s call to assigned EW. If case is not assigned, visor of the Day.

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T • Updates the new address, NOT the Residency window.

Yes PS warm transfertransfer to Super

meless Mail • Explains that they must come in to pick up their mail weekly, AND

• District office address may NOT be used for any mail other than from Social Services Agency.

• Mails the SCD 1483 to the applicant/client for them to complete and bring in with their ID.

No

ferrals Transfer to another office and provide resources. No

scheduling a Phone erview

• Warm transfer to the assigned EW or • E-mails the assigned EW and Cc: supervisor

No

sks Process TMT Notes/Reference

te: PS Staff should ALWAYS FIRST ID case in CalWIN/TMT and document in the Maintain Case Commurself as a PS worker). *Per Agency Memo 12-09: Verify and update client’s message phone number*

minder: Always verify that the client’s telephone number and address are current and enter the client’s ssage Phone field in CalWIN.


61.2 Phone Support (PS) Processes

61.2.1 SAR7 General Phone Support Script

This section contains general scripts for Phone Support staff to use when handling SAR 7 related calls.

• Allow 6-7 business days for processing and benefits to post when the SAR 7 is late.

• Only transfer calls to the EW and Supervisor if the client requests or transfer to voice mail,.

• Clerical can re-print SAR7 for client in the lobby without EW assistance.



61.2.2 SAR 7 Sent via USPS Mail or Dropped off at District Office Mailbox, but NOT in IDM and No TMT has been created or assigned

IF Client... Advises Client

• Mailed SAR 7 via USPS Mail, or

• Dropped-Off SAR 7,

And Phone Support is unable to locate SAR 7 in IDM or TMT

"I don’t see that we’ve received your report. Please allow 6-7 business days from the day we receive it for your benefits to post on to the EBT card."

Wants to know why it has not yet been received,

• Our Agency receives a high volume of mail and reports to process on a daily basis that need to go through a series of steps before they can be processed. ALL SAR 7’s MUST be processed in the order they are received.

• We ask that you allow 3 business days from the date we receive your report for reviewing and processing [IDM, CalWIN log & TMT to be created/assigned].

• Once the worker is notified your report is ready, they have 3-4 business days to process the report.

• If your report is complete and your benefits are authorized, it will take 24-48 hours for your benefits to post on to the EBT card. The total process time from date of receipt is 6-7 business days.

Asks if they should fill out another one It is not necessary; unless you are NOT sure that you mailed it.

Wants to come in to fill out a new report

• If you prefer, I can mail you out a new report.

• Are there any changes to your home or mailing address?

• Please mail it back to us as soon as possible.

• Is there anything else I can help you with?

Prefers to have EW help in person They will need to call their worker from the lobby phone.



61.2.3 SAR 7 in IDM

Situation Phone Support Advises...

If SAR7 has date of < 3 business days from receipt

Advise client it has been received and to allow 6-7 days for their benefits to post on to the EBT card since they are processed in the order they are received.

If SAR7 has date of >3 business days from receipt

• Advise client it has been received and to allow 6-7 days for their benefits to post on to the EBT card since they are processed in the order they are received.

• ALERT the OMC to locate IDM and/or create a TMT. [Refer to “QR 7 Processing-PS Process,” page 61-18]

If SAR7 in IDM is incomplete

Advise client and offer to mail out a new one.

If SAR7 is submitted late • In the future, to avoid a delay or interruption with your benefits, please make sure submit your report by the 5th of the month in which it is due.

• Just a reminder, your next report is due on (example) JULY 5th.

• If you don’t receive your report by the end of that first week in (example) July, please call us so we can mail you out another one.

Enter case comments and end call

Wants to fax it in Sure! Our fax number is (XXX) ________. Just remember all of our reports are processed in the order they are received. So, please allow 6-7 business days for processing and benefits to post on to your EBT card, if received late. Otherwise, will post as usual.

IF Client... Advises Client



61.2.4 SAR 7 in IDM with a TMT assigned that is unprocessed for 4 days or less from date of TMT assignment

Situation... Phone Support Advice...

SAR 7 submitted but unprocessed, less than 4 days

• ALL reports are processed in the order they are received, so please allow 3-4 days for your benefits to post on the EBT card.

• You are welcome to call us back in 2-4 days to see if your report has been processed

If the SAR7 is submitted late,

• In the future, to avoid a delay or interruption with your benefits, please make sure to submit your report by the 5th of the month in which it is due.



Enter case comments and end call

SAR 7 is in IDM with a TMT assigned that is unprocessed for more than 4 days from the date of the TMT assignment

Situation... Phone Support Advice...

SAR 7 submitted but unprocessed, more than 4 days

• We receive a high volume of reports to process on a daily basis. And we do have to process them in the order in which they are received.

• You may call us back in 1-2 days to see if it’s been processed.

At this point, only if the client requests will an email be sent to the assigned EW & EWS or warm transfer to EW’s voicemail.

If the SAR7 is submitted late,

• In the future, to avoid a delay or interruption with your benefits, please make sure to submit your report by the 5th of the month in which it is due.



Enter case comments and end the call



61.3 Duties and Expectations for Eligibility Staff

61.3.1 Unit Officer of the Day

1. Officer of the Day (OD) duties and expectations include:

• Assist clients in the lobby who are assigned to that unit’s caseload when the assigned worker is unavailable.

• Check absent worker’s F2F appointments scheduled for that day and contact clients to cancel their scheduled office visit, if possible.

• Address any urgent matters on the day of the office visit.

• Email assigned EW if the case requires follow-up actions or the client needs to be contacted to schedule an appointment.

• Document in the Maintain Case Comments window of CalWIN all actions and/or client contacts made.

2. OD is expected to serve walk in/drop in clients unless unavailable due to out of office, conducting RRR interview, or attending meetings/committees.

3. The Back-up OD is any available EW when the need is determined by the unit.

61.3.2 Walk-Ins / Officer of the Day (OD)

The Unit Officer of the Day (Unit OD) will assist clients in the lobby who are assigned to an EW in their unit when the EW is unavailable.

It is the expectation that the assigned EW will see lobby clients unless they are unavailable due to: out of the office, meetings, or conducting a RRR interview.



OD Process

The following process is to be used for the handling of walk-in clients. Each unit will identify the designated Unit OD that will be responsible for service.

Who Action

CST • Identifies the client’s case and confirms the client is at the correct district office.

• Inquires about the reason for the visit:

If the client... Then...

Is dropping off verifications, Advises the client to place the verifications with the case number in the drop box (provides envelop if needed.)

Is requesting to speak to an EW and it is a service that can be addressed by the CST (i.e. address change, EBT, etc.),

Processes the client’s request.

Is requesting to speak to an EW and the CST cannot assist the client,

Determines:

If the case is... Then...

Assigned to an EW Creates a lobby TMT to the EW.

Assigned to an EW and EW is not available (e.g. unit meeting, offsite, etc.)

Advises the client that the EW is in a meeting (times unavailable) and the client may choose to stay and wait or return a later time.

Note: If the client insists on speaking to an OD or Supervisor, clerical will contact the OD or Supervisor.

Unassigned, Calls the Info. Supervisor or the Floater.

Note: If there is an urgent need (i.e. homeless) the Info Sup will request to have the case assigned to a unit and have a lobby TMT created for the Unit OD or Floater.

Unassigned and closed for more than 30 days,

Calls the Info Sup.

The Info Sup explores Good Cause.



CST cont.

Arrives in the lobby after 4:45 PM,

• Calls the Unit’s OD.

• If there is no answer, then the CST will page for the Unit’s OD to call the clerical extension.

Notifies the CST that they have been waiting for more than 15 minutes,

• A second contact is made by phone to the Unit OD.

• If the Unit OD does not answer, page the Unit OD.

• If the Unit OD does not answer the page, calls the EWIII or EWS.

Unit OD or Floater

The Unit OD/Floater is responsible for checking the TMT queue and communicating with the Unit when back-up assistance is needed.

• Checks and refreshes the TMT queue for continuing lobby TMTs.

• Performs a quick review of the case.

If the lobby TMT... Then...

Does not have an assigned EW

• Assists the client.• Processes the client’s request• Documents in the Maintain Case

Comments window in CalWIN.• Closes the lobby TMT.

Has an assigned EW, • Notifies the EW• If the assigned EW is not available.: • Assist the client • Documents in the Maintain Case

Comments window in CalWIN. • Sends the assigned EW an email regarding

the action(s) taken.

Note:Unit OD tasks are interchangeable with Floater tasks in offices that have Floaters.

Who Action



Revised: 6/01/16

61.3.3

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assigned EW.

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ssigned, the assigned EW will contact the appointment with both parents.

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equired verifications. d Responsibilities to Clerical assigned EW, if necessary.

ld application and verificationsk to the Clerical for IDM and sends an email to

edi-Cal if requesting Immediate Need (IN).

n-Place Handbook

Update # 16-12

Officer of the Day (OD) Quick Reference Guide

sk If... Then...

d-A-Person dult/newborn/child)

The client does not have the applications/ verifications,

• Provides the required with a due date.

• Creates a TMT for the

The second parent being added is not in the lobby, but the client has the application/ verifications,

• Collects the applicatio• Reviews for completen• Date stamps the pape• Instructs the client to p

Note: Once the TMT is aclient to schedule a F2F

The second parent being added is in the lobby with the client,

• Reviews the paperworare signed.

• Makes copies of any r• Reviews the Rights an• Submits the SFIS form• Creates a TMT for the

The person being added is a newborn or child, • Collects the add-a-chi• Submits the paperwor

the assigned EW.

Note: Add the child to M

Revised: 6/01


CaSe

m the CWES Employment Counselor (EC).

nsure all entries have been updated as

ments the case actions taken on the Maintain dow in CalWIN.

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is required, sends the assigned EW an email.

Ca omplete their SAR 7 and place it in the gnment.

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intain Case Comments window in CalWIN mination.

necessary forms for reapplication and bmit the completed forms in the drop-box.

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/16 Update # 16-12

14ng Workflows

lWORKs Employment rvices (CWES) Requests

The client is at the CWES office or immediate case action is required,

(Action must be done on the same day)

• Receives the email fro

• Reviews the case to erequired.

• Runs EDBC and docuCase Comments win

• Replies to the CWES action is complete.

• Note: If case follow-up

se Information Questions The program(s) is/are discontinued due to SAR 7 related issues,

• Advises the client to cdrop-box for TMT assi

The program(s) is/are discontinued due to any other reason and Good Cause (GC) exists,

• Collects any necessarand emails the last EW

• Documents on the Mathe Good Cause deter

The program(s) is/are discontinued and Good Cause does NOT exist,

• Provides the client theadvises the client to su

• Documents on the Ma

The client has general case questions, • Answers questions an

• Searches on the Main

• Prints correspondence

sk If... Then...


Revised: 6/01/16

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verifications to be scanned into IDM.


ved paperwork

k to be scanned into IDM

h the forms CSC 32 and CSF 47, if the shelter

se Alert to follow up on the case.


Co omplete the forms as much as possible and the packet needs to be reviewed,

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ubmit the completed packet in the drop-off

contact on the Maintain Case Comments

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n-Place Handbook

Update # 16-12

ange of Address/ lephone Number

The client reports a new address and/or telephone number without changes to the shelter expenses,

• Updates the new addr

• Submits the provided


The client reports a new address and/or telephone number with changes to the shelter expenses,

• Date stamps the recei

• Submits the paperwor

• Provides the client witcost is questionable.

• Creates a Case to Ca


mpleting Forms If the entire application/ RRR packet/ SAR 7, etc is not complete, unless the client claims hardship (Aged/ Disabled),

• Advises the client to cthen call the OD when

The application/ RRR packet/ SAR 7, etc. is partially complete,

• Reviews the forms witinformation.

• Advises the client to sbox.

• Documents the client window in CalWIN.

meless Assistance (HA) mporary Shelter (TS) rmanent Housing (PH)

The case is eligible for TS/ PH, • Provides the client wit

• Collects all necessary

• Process the TS/PH pa


sk If... Then...

Revised: 6/01


or ineligibility


Ve d delivers it to the client waiting in the lobby.


t time the VOB will be ready for pick up or to the client, if agreed.

Ta

/16 Update # 16-12

16ng Workflows

The case is not eligible for TS/PH, • Explains the reasons f


rification of Benefits (VOB) The request is urgent, • Processes the VOB an


The request is non-urgent, Informs the client of whamails the completed VOB

sk If... Then...


61.3.4 District Office Floater

The following are expectations for Floaters:

• Floaters will work on specific tasks listed below for unassigned cases.

• Are required to keep a log of daily activities and monitor the "Floater Form" (lobby drop-ins and other requests), placed in their designated basket.

• Drop-in clients will be acknowledged by a Floater within 15 minutes of receiving notification of a drop-in client.

• Any case requiring an extensive review or processing time will be referred to the Control Clerk for assignment to an Eligibility Worker (EW) after discussing the case with EW Supervisor.

• Motel reimbursements for Homeless GA clients

Duties of a Floater include but are not limited to:

• Issuance of EBT/BIC• Medi-Cal Immediate Need• Verification of Benefits• Changes in income/employer• Changes in rent/address• Remove a person• Discontinuance of person/case• No benefits/case restoration• Reduced benefits• New Resource• Fraud/Community Complaints (complete referrals in CalWIN, document in

Maintain Case Comments)• Baby Gateway• Ombudsman requests• Other duties based on office/business needs (i.e. listings, report processing etc.)



When a case is unassigned and the client is in the lobby, the clerical staff will complete the TMT or Floater Form and refer to the following chart.

If case needs to be assigned to... Then clerical staff...

A Floater, • Checks off Drop-In Client box if the client needs to be seen.

• Places completed form in the Floaters’ designated basket.

OR

• Creates a TMT at the GA office.

An EW and needs to be seen by a worker,

• Emails Control Clerk for case assignment,

• Creates a Lobby Drop-In TMT,

• Advises client to wait for the EW.

Control Clerk assigns case and TMT to the assigned EW.

• Assigned EW checks TMT and sees client in office.

An EW, but a Face2Face is not required,

• Emails Control Clerk for case assignment,

• Includes reason(s) in the email and advises client that he/she will be contacted by the assigned EW within 24 hours.

Upon receiving the Floater Form(s), the Floater will:

• Log information on Floater Log Sheet

• Take appropriate action promptly

• Document case actions in Maintain Case Comments, and

• IDM Floater Forms and verifications if applicable.



61.3.5 Caseload Adjustments

Below is a guideline to adjusting the EW’s caseload.

Situation Action

OD calls in sick • The unit designates a new OD and ensures OD coverage remains.

• If the OD is covering a full day, then the OD will be blocked from daily TMT assignments.

• OD schedule/ SNAP should be revised accordingly/ timely in the event of any OD changes.

EW is out on FMLA or extended vacation

If the leave is... Then...

FMLA is less than 1 month, • The EWS redistributes cases to the rest of the unit.

• The EWS blocks SNAP accordingly.

FMLA is more than 1 month, • The EWS redistributes cases to the rest of the unit.

• The office caseloads are reassessed immediately to redistribute within the office.

• The EWS blocks SNAP accordingly.

Vacation is more than 1 month,

• The office caseloads are reassessed immediately to redistribute within the office.

• EWS blocks SNAP up to 5 working days prior to leave/ vacation date to prevent additional case assignments.

• The EWS monitors the processing of cases regularly leading up to the EW’s leave/ vacation.

Note: RRR adjustments are made at the EWS’s discretion based on time of leave and unit’s RRR load.



61.3.6 Internal Case Corrections

Cases can only be returned within 10 working days from the assigned date of the case.

Note:Cases will be returned to the Eligibility Worker (EW) who last made a change that affected eligibility and/or the program budget within the same office.

EW returns from FMLA or extended vacation

If the EW returns from leave/ vacation of...

Then...

1 month to 3 months, The EW’s caseload is increased to current caseload number per worker within the month.

3 months or more • The EW’s caseload is gradually increased by 25% every 2 weeks during the first two months until the caseload reaches 100%.

Note: Caseload adjustments are at the EWS’s discretions upon Manager’s approval.

WOOC in absence of EWS

If the EWs is out of the office for...

Then...

1 week or less, • The WOOC EW is exempt from OD.

• No adjustments to case assignments are made.

• Note: Case assignments can be assessed on a case-by-case basis with EWS and/or SSPM.

1 full week but less than 1 month,

• The WOOC EW is exempt from OD.

• The WOOC EW continues to carry assigned caseload and any companion TMT requests.

Over 1 month, • The WOOC EW is exempt from OD.

• No new cases are given.

Situation Action



Exception:If the error is in regards to MFG and/or TOA, the case will be returned to the EW who last processed the Annual Redetermination (RRR) or add-a-person/ program.

Step Who Action

1. Sending EW • Receives and reviews the case.

• If errors are found, emails his/her EWS a list of errors/discrepancies including the following:

•Receiving Supervisor’s name, •Receiving EW’s name and number, •Case name, •Case number.

Note: EWS are not to process the case prior to the rejection unless it is an urgent situation; otherwise, the rejection will not be accepted.

2. Sending EWS/ WOOC

• Reviews errors and validates the findings within 3 working days.

• Forwards the email to the receiving EWS/ WOOC to negotiate the return.

• If no response is received after 3-working days, transfers the case to the respective worker.

3. Receiving EWS/ WOOC

• Reviews errors and validates the findings within 3 working days.

• Communicates with the sending EWS/WOOC to accept or decline the rejection.

If The... Then...

Rejection is accepted, Reassigns the case to the receiving EW, along with any companion TMTs associated with the returned case.

EWS/WOOC fails to respond within 3 working days,

The rejection will automatically be acknowledged as “Accepted,” regardless of validity of error and will be transferred.

Rejection is declined, Communicates with the Sending EWS/WOOC.

Note: If an agreement cannot be reached, escalates to the SSPM.

4. Receiving EWS/ WOOC

Develops a monitoring system to ensure corrections are completed.

If The... Then...

Case is closed, The case will be reopened and reassigned to the EW for correction.



61.3.7 South County Procedures for A6_T caseload

Below is the procedure for assisting Clients whose case is in Continuing Benefit Services (CBS); however, the client resides in South County (SC) and requests assistance at the SC district office.

EW is no longer in the unit, The case will be returned and reassigned within the unit.

EW is in the unit but not available (e.g. on vacation, leave, etc.),

It is in the discretion of the receiving Supervisor to reassign the TMT to another within the unit, if needed.

Step Who Action

1. EWS • If the client requests a F2F via Phone Support or walk-in:

• CBS Unit Supervisor emails the SC Continuing EWS to negotiate a case swap.

• EWS re-assigns any open/assigned TMTs associated with case.

• If the client is at the SC office and is requesting assistance proceed to Step 2.

2. SC Eligibility Worker (EW)

• Assists the client by taking information, verifications, or requests.

• Gives information/ verifications to SC clerical to IDM and create a TMT.

3. SC Clerical Submits verifications to IDM and creates TMT for assignment.

4. SC EW • E-mails CBS assigned EW and Cc: CBS Unit EWS and SC Continuing EWS.

• Updates Case Comments in CalWIN.

• If the case is not assigned, the EWS emails CBS clerical to have the case assigned.

5. SC Clerical If the case is in control, CBS clerical will assign it to a SC EW.

Step Who Action



61.4 Eligibility Processes

61.4.1 Processing SAR 7 Received by Mail

The following process must be adhered to when processing SAR 7 reports received by mail:

Step Who Action

1. Clerical Uses the IDM gun to scan the SAR 7 barcode.

Note: Gunning the bar code will record scan and save the SAR 7 to IDM. It will also record receipt of the SAR 7 in CalWIN. A TMT request will be auto-generated and auto-assigned to Eligibility Worker the following day.

2. Eligibility Worker

• Receives TMT request and retrieves the SAR 7 from IDM.

• Reviews SAR 7 for the following:

• Information on the SAR 7 is consistent with information in CalWIN, IDM, Child Support Subsystem and IEVS

• All necessary signatures are present• Dated 1st day of submit month or later• All required verifications are present.

If the SAR 7 is... Then...

Complete, • Updates CalWIN, as appropriate.

• Documents action taken in the CalWIN Maintain Case Comments window.

• Updates TMT status to Transaction Completed.



2. (cont’d)

Eligibility Worker (continued)

Incomplete,

ONLY due to wrong date, missing signature, or not all questions are answered.

Note: If the ’X’ NOA has already been sent to client send SCD 50.

• Updates Maintain Periodic Report Detail window to INCOMPLETE-Not Ok with the correct reason.

• Updates CalWIN income and/or deduction screens.

• Updates Search for Periodic Report window status from Received to Returned and the date returned.

• Sends Client Correspondence and prints NOA in Immediate Mode if received before X NOA cut-off date.

• Sends the reprint of the SAR 7 to the client with the “SAR 7 Incomplete- Discontinued Reminder” notice (NA 960 Y SAR).

• Mails both the SAR 7 and NOA/SCD 50 to client with a self-addressed return envelope.


• Updates TMT Status to Transaction Completed with a notation that the SAR 7 is incomplete.

Incomplete due to INCOME verifications,

Note: If the ’X’ NOA has already been sent to client send SCD 50.

• Updates Maintain Periodic Report Detail window to Incomplete-Not Ok with the correct reason.

• Sends Client Correspondence and prints NOA/SCD 50 in Immediate Mode, mails with a postage paid return envelope.


• Updates TMT status to Transaction Completed with a notation that the SAR 7 is incomplete.

REMINDER:

• Do NOT “Y” the case for missing verifications of a deduction.

• Verification for UNEARNED income is NOT required if it was previously verified AND remains the same.

• UIB/RSDI/SDI income information can be obtained by initiating IEVS and verified in MEDS.

Step Who Action



61.4.2 Processing SAR 7 Received via MyBenefits CalWIN (MyBCW)

The following process must be adhered to when processing SAR 7 reports received via MyBCW:

61.4.3 Processing SAR 7 Received via Office Drop Box

Clerical must follow the steps below when processing a SAR 7 received in the office drop box:

Stage Who Action

1. Client Logs into MyBenefits CalWIN using User ID, Password, SSN, Case # and takes the following actions:

• Selects the SAR 7 form. The SAR 7 opens and populates with the client’s name, case # and SSN.

• Completes the SAR 7 and scans verifications as an attachment, if any.

• Submits the online SAR 7 via the MyBenefits CalWIN website.

2. Clerical Staff at Central Support Services (CSS)

• Logs into CalWIN Interface Activities subsystem, opens Search for Received Documents window, selects SAR 7 at the Type field, and identifies the SAR 7s submitted.

• Opens and saves the SAR 7 and attachments to the T: Drive.

• SAR 7 documents are automatically downloaded into IDM.

• Enters the SAR 7 into CalWIN.

3. Designated Staff at District Offices

If at... On a daily basis...

BSC, • Creates task in TMT Tracking Tool.

• Assigns SAR 7s to EWs.

Other District Offices, TMT automatically creates and auto-assigns tasks to assigned EWs the following day.

4. EW Accesses IDM and CalWIN to process the SAR 7 following current procedures. [Refer to “Processing SAR 7 Received by Mail,” page 61-23 for current process].

Step Action

1. Date stamps the SAR 7.



61.4.4 When RRR Packet is Received for Phone Interviews

The following process must be adhered to when the RRR packet is received by the county:

2. Uses the IDM gun to scan the SAR 7 barcode into IDM.

Note: Gunning the bar code will record, scan and save the SAR 7 to IDM. It will also record receipt of the SAR 7 in CalWIN. A TMT request will be auto-generated and auto-assigned to Eligibility Worker the following day.

3. Checks if the SAR 7 is in a Returned status.

If... Then...

Not in Returned status No further action is necessary.

In a Returned status, Updates the Search for Periodic Report window in CalWIN from Returned to Received and uses the SAR 7 Date Stamped as the RECEIVE Date.

Step Who Action

1. Clerical • Date stamps the RRR packet.

• Documents in CalWIN’s Maintain Case comments window “RRR packet received on _______(mm/dd/yyyy).”

• Checks the returned SAWS 1 and SAWS 2 Plus for the assigned EW.

• Creates and assigns TMT request and selects category Verifications.Continuing, selects Assigned status and writes in TMT Note field “RRR packet received.”

• Distributes hard copy of RRR packets to assigned Eligibility Worker.


• Receives TMT request.

• Verifies the receipt of the RRR packet.

• Updates TMT Request Status to Transaction Completed.

• Reviews RRR packet for completeness.

• Contacts the client on the date of scheduled RRR telephone interview appointment.

Step Action



61.4.5 Telephone Interviews - Client is Unavailable or RRR Packet has not been returned

Eligibility Worker must call the client on the date of the scheduled RRR telephone interview appointment.

If The... Then...

Client doesn’t answer or is unavailable,

• Does NOT start the RRR Queue.

• Reschedules the telephone RRR appointment by sending an SCD 50 with the new appointment time and date.

• Documents in the CalWIN Maintain Case Comments window that the SCD 50 was sent to client and why.

• Sends a copy of the SCD 50 to be scanned into IDM according to district office procedures.

• Processes SAR 7, if available

• Processes the Medi-Cal RRR if the Medi-Cal RRR packet was returned.

RRR packet has not been completed and returned by the client,

• Informs the client that the phone interview cannot be completed until the packet is received and/or is complete.

• Gives client the opportunity to complete a Telephonic Signature phone interview.

• If client agrees, go to 61.4.7 Telephonic Signature (TS) RRR.

• If client does not want to do a TS RRR by phone, reschedules the telephone RRR appointment by sending an SCD 50 with the new appointment time and date.

• Documents in the CalWIN Maintain Case Comments window that the SCD 50 was mailed to client and the reason why it was sent.

• Sends a copy of the SCD 50 to be scanned into IDM according to district office procedures.

• Processes SAR 7, if available.

Note: If client does not comply with the 2nd scheduled interview, follow the RRR No-Show Process.



61.4.6 Telephone Interviews - Client is Available and RRR Packet has been Received

Eligibility Worker must follow the steps below when the client answers the telephone AND the RRR Packet has been received by the County.

Step Action

1. Calls the client on the date of the scheduled RRR appointment to conduct the telephone interview.

2. Initiates appointment in the CalWIN Appointment Scheduling window.

3. Conducts Telephone Interview and reviews the following:

• Rights and Responsibilities• SAR 7/ SAR 7A Reporting• Each question on the SAWS 2 Plus• Completeness of the forms including date and signatures.

4. Signs and dates forms requiring signatures.

5. Submits all verifications to clerical to scan into IDM and returns original verifications to the client, after the call is completed.

6. Determines next steps as follows:



6. (cont’d)

If the RRR is... Then...

Complete,

(Mandatory forms and verifications [property, resources, income verification etc.] received)

• Initiates the RRR queue through CalWIN RRR subsystem.

• Makes appropriate entries into CalWIN.


• Processes CalWIN alerts, IEVS and MEDS alerts.

• Completes TOA Review.

• Performs the following if there are missing verification (e.g. immunizations, school verification, etc.):

• Sends SCD CW2200 requesting missing verification with due date and submits a copy to IDM.

• Creates case alert in CalWIN for pending verification(s).

• Runs EDBC, reviews wrap-up, authorizes benefits, processes client correspondences.

• Signs and dates required forms.

• Documents in the CalWIN Maintain Case Comments window.

• Updates request from Pending Phone Interview to Authorization Completed.

• Reviews MEDS and TRAC after two (2) days and prints required screens.

• Submits hard copy of RRR packet, MEDS and TRAC screens to IDM.

• Updates TMT Status from Authorization Completed to Task Clearance Finalized.

• Commits Temporary folder to IDM, if applicable.

Step Action



6. (cont’d)

Incomplete, • Does NOT start the RRR Queue.

• Reviews RRR packet for completeness and have client complete any missing forms, including SAWS 2 Plus.

• Provides CW 2200 to request missing forms/verification. Due date must be prior to the end of the month.

• Creates a case alert in CalWIN for pending verification(s).


• Process MC RRR.

• Documents in the CalWIN Maintain Case Comments window.

• Updates request from Pending Phone Interview to Authorization Completed.

• Reviews MEDS and TRAC after two (2) days and prints required screens.

• Submits hard copy of RRR packet, MEDS and TRAC screens to IDM.

• Updates TMT Status from Authorization Completed to Complete.

• Commits Temporary Folder to IDM, if applicable.

Step Action



61.4.7 Telephonic Signature RRR

Eligibility Worker must follow the steps below when the client answers the telephone.

Step Action

1. • Greets client.

• Informs the client the call is being recorded and provides a brief overview of the TS process.

• Initiates the RRR through the appointment subsystem in CalWIN.

• Reviews with the client, the information in CalWIN.

• Updates CalWIN if any changes or new information is being reported.

• Reads or plays the recording of the Rights and Responsibilities.

• After the recording ends or you have read the R & Rs to the client, Press the [Start Recording] button at the bottom of the TS screen and ask them:

• Did you understand your Rights and Responsibilities?

• Do you have any questions?

• Gathers client’s TS and verbal confirmation that they understand the TS recording will carry the same weight and effect as a signature by asking the following:

• A signature over the phone has the same legal effect and can be enforced in the same way as a written signature. Would you like to sign this application over the phone?

• Do you certify, under penalty of perjury under the laws of the United States of America and the State of California that you understand the questions and statements read to you, and your answers are correct and complete to the best of your knowledge?

• Please state you full legal name, today’s date and current time.

(Chart page 1 of 2)



1.

cont.

• Press the [Stop Recording] button at the bottom of the TS screen.

• Explains the next steps to the client and asks the client if they have any questions.

• Answers any question the client may have and terminates the call.

• Reviews TS recording in Calabrio to ensure client’s consent was recorded.

• Enters "Telephonic Signature" and the current date on the client's signature line of the following forms and have them scanned into IDM; SCD 508, CW 2102, SCD 103, CCP 7 and SCD 1264 (when needed).

• Documents all case actions and all information gathered through the telephone interview in the Maintain Case Comments window.

2. When the case has been approved and authorized by the EW, the case information is included on the Statement of Facts (SOF) report for Central Support Services (CSS) and they send the "Completed Yearly Review Letter" (SCD 2403), SOF and Informational Packet to the client.

Step Action

(Chart page 2 of 2)



61.4.8 Telephonic Signature RRR - Client is Unavailable

61.4.9 RRR No-Show

Eligibility Worker must perform the following when a client fails to keep a scheduled face-to-face or phone interview appointment:

If The... Then...

Client doesn’t answer or is unavailable,

• Does NOT start the RRR Queue.

• Reschedules the Telephonic Signature RRR appointment by sending another SCD 130TS with the new appointment time and date.

• Documents in the CalWIN Maintain Case Comments window that the SCD 130TS was sent to client and why.

• Sends a copy of the SCD 130TS to be scanned into IDM according to district office procedures.

• Processes SAR 7, if available

• Processes the Medi-Cal RRR if the Medi-Cal RRR packet was returned.

Note: If client does not comply with the 2nd scheduled interview, follow the RRR No-Show Process.

Step Action

1. Sends Medi-Cal RRR packet to client.

2. Documents in the CalWIN’s Maintain Case Comments window “No-Show to F2F interview. Medi-Cal RRR packet mailed to client.”

3. Updates TMT CONTINUING RRR status from Pending Phone Interview to Task Clearance Finalized or X-fer to Sup with a notation that the client was a “No-Show” on the last day of the RRR month.

4. If the client complies within 30 days after the termination date for No Show for the RRR appointment and the RRR TMT is closed, the case is referred back to the originally assigned RRR EW to process the re-application.

Note: If SAR 7 is received after the No-Show NOA is mailed to the client, process SAR 7 as incomplete - not ok/closed case.



61.4.10 Eligibility Work Supervisor (EWS) Review of RRR

The following process must be adhered to when reviewing an RRR:

61.5 CalWORKs Vendor Payment

The processes below are used when the client has been sanctioned and the CalWORKs Vendor Payment rules apply.

61.5.1 Initiating CalWORKs Vendor Payment

The following process must be adhered to when initiating CalWORKs Vendor Payments:

Step Who Action

1. Eligibility Work Supervisor

• Receives TMT Requests for review in the Task Clearance Finalized or X-fer to Sup folder under the EWS TMT Scoreboard.

• Selects cases to review and Updates TMT Status to In Supervisor Review.

If... Then...

Accurate and complete, Updates TMT Status to Closed.

Not accurate or incomplete,

Updates TMT Status to Returned.

• Updates TMT Status to Closed for cases not selected.

2. Assigned Eligibility Worker

• Receives TMT Request as Returned.

• Makes appropriate corrections.

• Updates TMT Status to Corrected.

Step Who Action

1. Clerical • Creates TMT request from Listing under the category DOCPROCESSING.Listings

• Writes in TMT Note field “Vendor Payment Review”

• Assigns to Eligibility Worker.




• Receives TMT request for Vendor Payment Review.

• Reviews the case to ensure the sanction(s) is still applicable.

• Explores exemptions. If the client meets an exemption:

• Follows the “lifting sanction” process [Refer to “CWES Program Requirements [EAS 42-721],” page 56-1]

• Contacts via telephone call or e-mail the assigned Employment Counselor (EC).

• Contacts CWES, if case is unassigned, call main number (408) 758-3500. If case is assigned, sends e-mail to the assigned EC to inform EC of the client’s exemption and requests EC to update the Registration window, and

• Does NOT apply the VP/DAC requirements.

• Documents the findings in the CalWIN Maintain Case Comments window using Vendor Pay from the Type drop-down field.

• Enters the Vendor Pay special Indicator in CalWIN.

• Schedules the appointment in the Appointment Scheduling subsystem in CalWIN with a Verification appointment type and a Vendor Payment Sub-Type

• Logs in the appointment date and time in the Appointment Log Book.

• Informs the sanctioned client of the Vendor Payment (VP) and/or Designated Alternate Cardholder (DAC) requirements and sends the client the following forms:

• “Appointment Notice” (SCD 50-VP)• “Housing Assistance Verification” (SCD 2252)• Important Information for Landlords” (SCD 2253)• “Vendor Payment Agreement” (SCD 2254)• “Request for Taxpayer Identification Number and Certification”

(W-9)• “Electronic Benefit Transfer (EBT) Exemption from Cash Benefit

Stagger Request” (CSF 64). Note: In a 2-parent case, both parents must attend the scheduled meeting and sign the SCD 2254 form.

• Reminds the client that for VP, the SCD 2252, SCD 2253 and W-9 forms must be completed by his/her landlord and be returned to the EW on the day of the appointment. Reminder: It is the client’s responsibility to ensure that the forms are completed, signed by the landlord and returned timely to the EW.

Step Who Action



61.5.2 Client Chooses to Cure CWES Sanction

The following process must be adhered to when a client chooses to cure a CWES sanction:

Eligibility Worker (Continued)

• Reminds the client that if DAC requirements must be applied the completed CSF 64 must be returned to the EW on the day of the appointment.

Reminder: If the client is unable to attend the scheduled appointment, reschedules as soon as possible; however, the appointment must not be rescheduled after NOA cut-off in order to ensure a NOA is sent if the client fails to comply.

Step Who Action

1. Client • Enters the lobby and is greeted by a Greeter.

• Is directed by the Greeter to the appropriate area.

• Registers a Self-Service Check-In.

• Selects the [Appointment] button.• Receives Self-Service Check-In ticket number.

• Waits in the lobby until their ticket number is called.

2. Clerical • Receives TMT requests.

• Updates TMT Status to Initiated.

• Enters queue station to prompt display screen for client.

• Checks client ID and appointment letter if available. Note: If client doesn’t have appointment letter, then check CalWIN Appointment Subsystem to verify.

• Updates TMT Status to Closed.

• Informs Assigned EW that client is here for Vendor Payment Appointment.

• Provides Lobby Ticket number to worker.


• Calls client using lobby ticket number to interview area.

Step Who Action



3. (cont’d)


If the Client... Then...

Chooses to cure their sanction,

• Instructs the client to contact CalWORKs Employment Services (CWES) at (408) 758-3500 to determine what the client needs to do in order to cure his/her sanction.

• While the client and CWES take the appropriate steps to cure the client’s sanction, the client must still choose either VP or DAC for the children’s portion of the CalWORKs benefits. [Refer to “Client Chooses Vendor Payment (VP),” page 61-39 or “Client Chooses to Appoint a Designated Alternate Cardholder (DAC),” page 61-41]

• Documents in the case that this is a “VP/DAC” case by selecting Vendor Pay from the Type drop-down field in the Maintain Case Comments window. Note: If both parents are sanctioned, both must have their sanction cured. However, on a case-by-case basis, an exception may be made where only one parent is required to participate full-time. The CWES Supervisor will determine if the client meets this exception and will notify the EW via e-mail.

• Proceeds to “Client Chooses Vendor Payment (VP),” page 61-39" or “Client Chooses to Appoint a Designated Alternate Cardholder (DAC),” page 61-41".

Step Who Action



3. (cont’d)


Misses the scheduled VP/DAC appointment, or does not provide the required verification/forms,

• Discontinues/denies the case manually in CalWIN from the Collect Withdraw/Deny/Cancel/Terminate Program Detail window, manually Note: If the scheduled appointment is missed, CalWIN will auto discontinue the case.

• Selects the appropriate NOA from the Client Correspondence subsystem.• For discontinuances the correct NOA

is M40-126.342• For denials the correct NOA is

M40-171A• The Reason code must be CAN912.• The NOA must have the following

entry in the manual variable fields in the [Body Text Variables] tab of the Enter NOA Variables window: “the completed Vendor Payment forms SCD 2252, SCD 2254, W-9 or CSF 64."

• Selects Immediate for the Print Mode and mails the NOA.

• Deletes any other inappropriate client correspondence in the print queue.

• Documents in the Maintain Case Comments window in CalWIN under the Vendor Pay Type that the client failed to comply with the VP/DAC requirements.

• Ensures the case has the Vendor Pay Special Indicator.

• Reminds the client that he/she has until the end of the month to submit the VP/DAC forms and avoid discontinuance.

• Documents in Maintain Case Comments in CalWIN.

• Updates TMT Status to Transaction Completed.

Step Who Action



61.5.3 Client Chooses Vendor Payment (VP)

The following steps must be adhered to when a client chooses Vendor Payment (VP):

Step Who Action

1. Client • Enters the lobby and is greeted by a Greeter.

• Is directed by the Greeter to the appropriate area.

• Registers a Self-Service Check-In.

• Selects the [Appointment] button.• Receives Self-Service Check-In ticket number.


2. Clerical • Receives TMT requests.



• Checks client ID and appointment letter if available. Note: If client doesn’t have appointment letter, then check CalWIN Appointment Subsystem to verify.


• Creates TMT request under the category of CONTINUING.WalkIn.Appointment.

• Writes in TMT Note Field; “Vendor Payment Appointment” and lobby ticket number.


• Explains the VP process to the client.

• Reviews the form for completeness.

• Verifies that the property parcel number, and the name of the legal owner is correct by checking online at: http://eservices.sccgov.org/ari/home.do and by calling the Assessor’s Office (AO) at (408) 299-5550, if appropriate.



3. (cont’d)


If the Landlord Forms are...

Then...

Complete and accurate,

Ensures that the landlord’s information is in the CalWIN Program Provider Maintenance subsystem.

• If the landlord’s information is not in CalWIN, continues,

• If the landlord’s information is in CalWIN, submits forms to be scanned into IDM under Benefits F2 and continues to Step 4.

NOT complete and/or accurate,

Determines what is missing or incorrect.

• If the landlord's name does not appear as the legal owner, calls the Assessor’s Office (AO) to obtain the current information.

• If the landlord is not the legal owner/manager/agent, he/she must provide a valid rental agreement providing legal occupancy rights.

• If the landlord is unable to provide a valid rental agreement, the client must appoint a DAC [Refer to “Client Chooses to Appoint a Designated Alternate Cardholder (DAC),” page 61-41].

• Completes the SCD 2255 indicating what action is being requested (e.g. New) and provides the original W-9, SCD 2252 and SCD 2255 to the designated clerical staff for input into CalWIN, if the landlord information is not in CalWIN.

4. Clerical Upon receipt of the W-9, SCD 2252 and SCD 2255,

• Enters the required information into the Program Provider Maintenance Subsystem, within two working days.

• Enters the vendor/landlord as a provider in the Provider Table:

• Landlord’s Name• Taxpayer ID/Social Security Number (Tax ID/SSN), and• Payment Address.

• Once the landlord’s information has been entered into CalWIN, notifies ES via e-mail of action taken and submits the forms for scanning into IDM under Benefits F2.

Step Who Action



61.5.4 Client Chooses to Appoint a Designated Alternate Cardholder (DAC)

Eligibility Worker must follow the steps below when a DAC has been designated by the client:


Once it has been confirmed that the vendor/landlord information is in CalWIN, vendor payments can be made for housing assistance.

• Updates the “Landlord Information” on the Display Shelter/Food Expense Detail window. Note: Issues the remaining cash grant to the DAC to as a split payment in order to pay the landlord if the rent amount is less than the grant amount. Reminder: The VP must be re-entered every time the grant amount changes, otherwise CalWIN will auto-terminate VP.

• Ensures Vendor Payment Approval NOA M44-307A from the Client Correspondence Subsystem is auto generated and mailed to the client. The Reason Code must be C70004.

• Updates the TMT Status to Transaction Completed. Reminder: Vendor Payments can only be made once the landlord information has been verified and entered into CalWIN.

Step Action

1. Explains the DAC process to the client per form SCD 2254.

Note: for additional DAC information, pleaser refer to “Electronic Benefit Transfer (EBT),” page 16-1.

2. Explains the importance of curing the client’s sanction and that the VP/DAC requirement will end if the client cures his/her sanction.

Reminder: The client may cure his/her sanction at ANY time by contacting CWES.

Step Who Action



3. Determines next steps:

If the client... Then, in CalWIN...

Has the completed forms and all required verification,

• Changes the access for the sanctioned individual on the Maintain Card Requests window in Benefit Issuance by selecting:• Change Access from the Request Type field• Online from the Card Processing Mode field• Client Request from the Request Reason field • Food Stamps from the EBT Account Access • The [Process Card] button.

• Selects the “add” icon on the tool bar on the Maintain Card Requests window to add a new card for the DAC. Completes all mandatory fields in the window and ensures the following entries are selected/entered:

• EBT Card from the Card Type field

• New Issuance from the Request Type field

• Initial Issuance from the Request Reason field

• Cash from the EBT Account Access field

• Don’t issue New Card from the Card Issuance Method field (the card will be issued in the office instead)

• Enter 02 or 03 (depending on the case) on the Primary/Alternate Indicator field

• DAC for Vendor Payment in the Additional Facts for Notices field.

• Clicks on the [Authorize] button.

• Ensures that all Client Correspondence continues to be sent to the client not the DAC.

Note: For additional information refer to the process in the OLUM for entering an Alternate Cardholder.



Step Action



61.5.5 Client Fails to Cooperate with CalWORKs VP/DAC Requirements

Eligibility Worker must perform the following when a client does not cooperate with the CalWORKs VP/DAC requirements:

3. (Cont'd)

Does not have the forms completed or is missing verification and can reschedule before NOA cut-off,

• Reschedules return appointment in CalWIN.

• Gives Immediate Print appointment letter to the client.


• Updates TMT Status to Completed.

Does not have the forms completed or is missing verification and cannot reschedule before NOA cut-off,

• Discontinues the case for failure to provide verifications.

• Refer to “Client Fails to Cooperate with CalWORKs VP/DAC Requirements,” page 61-43“workflow below.

Step Action

1 Discontinues/denies the case manually in the Collect Withdraw/Deny/Cancel/Terminate Program Detail window if the client shows for their appointment but did not comply.

Note: If the scheduled appointment is missed, CalWIN will auto discontinue the case.

2 Ensures the appropriate NOA from the Client Correspondence Subsystem is generated.

• For discontinuance, the correct NOA is M40-126.342.• For denials the correct NOA is M40-171A.• The reason code for both NOAs is CAN 912.• The NOA must have the following entry in the manual variable fields in the [Body Text

Variables] tab of the Enter NOA Variables window: “The completed Vendor Payment forms SCD 2252, SCD 2254, W-9 or CSF 64."

3 Selects Immediate for the Print Mode and mails the NOA.

4 Deletes any other inappropriate client correspondence in the print queue.

5 Documents in the Maintain Case Comments window in CalWIN under the Vendor Pay Type that the client failed to comply with the CalWORKs VP/DAC requirements.

6 Ensures the case has the Vendor Pay Special Indicator.

Step Action



7 Reminds the client that he/she has until the end of the month to submit the VP/DAC forms and avoid discontinuance.

8 Documents in Maintain Case Comments in CalWIN.

9 Updates TMT Status to Transaction Completed at the end of the month.

If the client submits the VP/DAC forms, refer to “Client Chooses Vendor Payment (VP),” page 61-39 and/or “Client Chooses to Appoint a Designated Alternate Cardholder (DAC),” page 61-41.

10 After the original TMT is closed:

If the client... Then...

Cooperates with VP before the actual discontinuance date (within the month of the scheduled appointment),

The TMT is reassigned to the originally assigned EW for processing of the VP.

Cooperates after the discontinuance, date (the following month),

• If the client brought in the completed VP paperwork, and the DAC: The EW will set up VP and process the CW reapplication unless the client has a good cause for the missed VP appointment.

• If the client does not have the needed paperwork: the EW will create a VP/CW reapplication TMT for auto-assignment, and advise the client that they will be contacted for another interview. (note: if the client reports homelessness and provides proof, treat this as IN application.)

Wishes to cooperate with CWES and has no one to appoint as a DAC or VP,

App Reg the CW cases, so that the CW is in “Pending” status, and refer the client to CWES in order to lift the sanction. When the client is in compliance with WTW, CWES will contact the CalWORKs office within 30 days to process the CW application.

Step Action



61.5.6 Changing the Vendor Payee

Eligibility Worker must follow the steps below when changing the vendor payee:

61.5.7 Cancelling a Vendor Payment Warrant

The following process must be adhered to when canceling a Vendor Payment (VP) warrant:

Step Action

1. Receives change VP request from client.

If the change is reported by... Then...

Phone, • Send appropriate forms with return self-addressed stamped envelope.

• Document in Maintain Case Comments in CalWIN.

Walk-In Refer to the “Drop-In Lobby Process.”

2. Follows the “Client Chooses Vendor Payment (VP),” page 61-39“process when VP packet is returned.

Step Who Action

1. Phone Support

• Receives a request to cancel the VP warrant.

• Requests Clerical to create a TMT request for document processing.


• Receives TMT request for document processing.

If the Issuance Status is...

Then...

Pending or on or before Fiscal Month End (FME),

Re-run EDBC and refer to the “Client Chooses Vendor Pay (VP)” process.

Issued or After FME, Contact the Fiscal Department at 333 W. Julian Street, per office procedure.

[Refer to “Warrants/Checks,” page 18-1]

• Updates the Status of the TMT request to Transaction Completed.



61.5.8 Terminating CalWORKs Vendor Payments (VP)

The following process must be adhered to when terminating CalWORKs vendor payments:

Step Who Action

1. Clerical Once the client has become exempt from the CalWORKs Employment Services (CWES) work requirements or has cured their CWES sanction, the VP may be canceled and the next month’s grant may be issued directly to the client.

• Receives communication (e-mail or phone call) from CalWORKs Employment Services (CWES).

• Creates a TMT request and pastes e-mail received from Phone Support into the TMT Notes field.



• Documents in the maintain Case Comments window that the CWES sanction has been lifted or the client is exempt under the Vendor Pay Type.

• End dates the Vendor Pay Special Indicator.

• Ensures that Modify Authorization Detail window has the entire amount of the Regular Benefit issued directly to the client.

• Manually requests the Vendor Payment Change NOA “M44-307C” from the Client Correspondence Subsystem.

• The Program must be CalWORKs/RCA, in order to be able to enter the manual variables.

• The Reason Code must be C7001 if the client is complying with the CWES work requirements or C7002 if the client is exempt from the CWES work requirements.

• Enters all manual variables.• Selects Immediate from the Print Mode drop-down field.• Mails the NOA.

• Proceeds to “Deactivating the Designated Account Cardholder (DAC)”, if applicable.




61.5.9 Deactivating the Designated Account Cardholder (DAC)

Once the client cures the sanction or is exempt from the CalWORKs Employment Services (CWES) work requirements, the DAC requirement no longer applies. The DAC Electronic Benefit Transfer (EBT) card must be deactivated in CalWIN and the client must be provided EBT access to his/her cash benefits. DAC must also be deactivated when the client chooses to changes DAC or change to Vendor Payee (VP).

61.5.10 Split Payments

When the CalWORKs grant must be issued as both a Vendor Payment to the landlord and as EBT benefits to the DAC or GA client, Split Payments must be established.

Step Action

1. Deactivate the DAC EBT card on the Maintain Card Requests window in Benefit Issuance by:

• Selecting Deactivation on the Request Type field.• Clicking on the [Process Card] button.

2. Update the primary cardholder changing the access of the client’s EBT card on the Maintain Card Request window, to also include Cash by selecting:

• Change Access from the Request Type field,• Online from the Card Processing Mode field,• Client Request from the Request Reason field,• Both from the EBT Account Access, and• Clicking on the [Process Card] button.

3. End dates the Authorized Representative Detail window.

4. Document in the Maintain Case Comments window in CalWIN.

Step Action

1. In the Authorize Eligibility Program Benefits window:

• Selects the appropriate row for the month that the split payment is being applied to.

• Clicks on the [Detail] button.



2. Selects the following value on the Modify Authorization Detail window:

• The Payment Type must be Regular Benefits.

• The Issuance Type must be Transfer Batch.

• The Split Amount is the difference between the grant amount and the VP amount (amount to be issued on the EBT card).

• The Issuance Method must be EBT.

• The Payee Name(s) must be the client (NOT the DAC).

3. Clicks on the “ADD” icon on the toolbar to add the Vendor Payment split payment

• The Payment Type must be Direct Payment.• The Issuance Type must be Warrant.• The Split Amount is the rent amount.• The Issuance Method must be Regular Mail.

• Clicks on the [Select Provider] button.

4. Enters the landlord’s name and clicks on the [Search] button on the Search for Provider window.

5. Selects the correct “provider name” on the “Search Results” group box, and clicks on the [Select] button.

6. • On the Modify Authorization Detail window:

• Selects the landlord’s name from the Payee Name(s) drop-down field.• Selects For and the client’s name from the drop-down fields.• Saves and closes.

• Ensures the total amount of the split payments equals the amount of that month’s grant

Reminder: The above steps must be repeated for every month being Authorized.

Note: Anytime the grant amount or rent amount change, the Split Payment must be re-entered.

• Documents in the Maintain Case Comments window in CalWIN.

Step Action



61.6 Family Reunification Bottom Line Override (BLO)

The following steps are used when a CalWORKs case discontinues because the child(ren) have been removed from the home and the family is receiving Family Reunification Services. Refer to BENDS 2009-05 for step-by-step CalWIN entries for Family Reunification Services.

Step Who Action

1. Clerical • Retrieves e-mail from the designated AS mailbox.• Creates TMT request.• TMT auto-assigns the request to EW.


• Receives TMT request.• Reviews the request and determines that BLO is needed.• Notifies Supervisor that a BLO is needed.

3. Eligibility Work Supervisor

• Receives notification from the ES that a BLO is being requested.• Completes BLO.• Documents in CalWIN Maintain Case Comments window.


• Receives notification from Supervisor.• Makes additional entries into CalWIN as requested/needed.• Documents in CalWIN Maintain Case Comments window.• Updates TMT request to Transaction Completed.



61.7 CalWORKs Homeless Assistance

The following workflows apply to the CalWORKs Homeless Assistance program.

61.7.1 Homeless Assistance Request by Telephone

The following process must be adhered to when a client requests Homeless Assistance by telephone:

Who Action

Eligibility Worker

• Receives client request for Homeless Assistance

• Verifies the client is potentially eligible for HA through the MEDS HAPI screen.

If the Client is... Then...

Known to HAPI, • Explores possible exemptions.• Provides a list of local shelters if no exemption

exists.

Not known to HAPI, • Schedules appointment time for client to come to District Office and bring appropriate verification

• Documents in Maintain Case Comments window in CalWIN.



61.7.2 CalWORKs Homeless Assistance Request - Client in the Lobby

The following process must be adhered to when a client is in the lobby and reports being homeless:

Step Who Action

1. Client • Enters the lobby and is welcomed by the Greeter and directed to the appropriate area.

• Registers at Self-Service Check-In.

• Selects [Other] button.• Receives Self-Service Check-In ticket number.


2. Clerical • Receives TMT request.



• Checks client ID and asks reason for visit.


• Creates TMT request to Eligibility Worker (EW) under the category of Drop-In.

• Writes in TMT Note field “Homeless First Visit” and the lobby ticket number.



• Updates TMT status to Interview Initiated.

• Reviews case in CalWIN and MEDS (HAPI screen) for any previous homeless payments.

• Calls client by lobby ticket number and takes client to interview area.

• Performs data entries in CalWIN.

If the Client is... Then...

Not eligible for Homeless Assistance (HA),

• Provides a list of local shelters.• Issues HA Denial NOA to client.

Note: No further action is needed.

Eligible for HA, Continue process as described below.



61.7.3 Subsequent Temporary HA Payments

The following process must be adhered to when a client returns for subsequent Temporary HA Payments:

3. (cont’d)


• Prints HA application and instructs client to review and sign/date.

• Provides a Housing Search form for the client, if Temporary HA.

• Issues a HA NOA.

• Informs client of return date for subsequent payments, if Temporary HA.

• Instructs client to take a seat and wait in the lobby for their initial HA payment to be issued.

• Prints the Search for Office Issuance CalWIN window (records ticket number on print-out) and gives to Supervisor for approval and HA application assignment to office caseload.

• Submits Search for Office Issuance CalWIN window to designated basket for HA payment issuance.

• Clearly documents in Maintain Case Comments in CalWIN.

• Submits HA application to designated clerical area to be scanned into IDM.


• Refer to “Temporary Shelter [EAS 44-211.52],” page 37-1 or “Permanent Homeless Assistance [EAS 44-211.53],” page 38-1.

4. Designated Clerical

• Obtains Search for Office Issuance CalWIN window from designated basket.

• Processes HA payment and issues to client

• Faxes a copy of the warrant to Fiscal.

Step Who Action

1. Client • Enters the lobby and is welcomed by the Greeter and directed to the appropriate area.

• Registers at Self-Service Check-In.

• Selects [Other] button.• Receives Self-Service Check-In ticket number.


Step Who Action



2. Clerical • Receives TMT request.

• Updates TMT status to Initiated.


• Checks client ID and asks reason for visit.

• Updates TMT status to Closed.

• Creates TMT request to Eligibility Worker (ES) under the category of Drop-In.

• Writes in TMT Note field “Homeless Subsequent Visit” and the lobby ticket number.



• Updates TMT status to Interview Initiated.

• Calls client by lobby ticket number and takes client to interview area.

• Reviews Case Comments, Housing Search form and collects motel/hotel receipts.

• Performs data entries in CalWIN.

• Provides another Housing Search form for the client.

• Issues a HA NOA.

• Informs client of return date for subsequent payments, if applicable.

• Instructs client to take a seat and wait in the lobby for HA payment issuance.

• Documents clearly in Maintain Case Comments in CalWIN.

• Prints the Search for Office Issuance calWIN window (records ticket number on print-out) and gives to Supervisor for review and signature.

• Submits Search for Office Issuance CalWIN window to designated basket for HA payment issuance.

• Submits Housing Search form and receipts to clerical to be scanned into IDM.


4. Designated Clerical

• Obtains Search for Office Issuance CalWIN window from designated basket.

• Processes HA payment and issues to client (Note: The AS who issues the warrant is different from the AS who processes the payment).

• Faxes a copy of the warrant to Fiscal.

Step Who Action
