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CalFresh Handbook

page 17-1 Recertification

17. Recertification

17.1 Forms [63-300.2]

The forms below must be used to complete a CalFresh recertification (RC). [Refer to "Application," page 3-1 for information about the individual application forms and 17.1.1 for information regarding the FS 27.] The series of application forms that is used is based on the type of CalFresh household, the method of reporting and whether the interview is to be conducted face-to-face or over the telephone. 1. One of the following series of forms needs to be used: · "Application for Cash Aid, CalFresh, and/or Medi-Cal/State CMSP" (SAWS 1) or the (CSF 60) and · "Statement of Facts For Cash Aid, CalFresh and Medi-Cal/State-Run County Medical Services Program (CMSP)" (SAWS 2), and · "Rights and Responsibilities and Other Important Information" (SAWS 2A QR) OR · "Application for CalFresh Benefits" (DFA 285-A1), and · "Statement of Facts" (DFA 285-A2), and · "Your Rights and Responsibilities" (DFA 285-A3 QR). OR · "Non-Assistance CalFresh (NA CalFresh) Household Recertification Form" (FS 27), and · "Your Rights and Responsibilities" (DFA 285-A3 QR). AND 2. "Applying for CalFresh Benefits" (FS 22 QR), and 3. "How to Report Household Changes" (FS 23 QR), and 4. "CalFresh Recertification Appointment Letter" (FS 29), and

Update # 09-10 Revised: 10/20/11

page 17-2 Recertification 5. "Would You Like to Register to Vote" (SC 508), and 6. "Notice of Use of Computer Systems" (SC 1504), and 7. "Your Rights Under California Law" (PUB 13), and

CalFresh Handbook

8. "CalFresh Notice of Expiration of Certification" (QR 377.2), and 9. "Language Survey-Interpreter/Translation Request" (SC 1264) for non-English speaking households which prefer to use English forms, and 10. FOR QUARTERLY REPORTING CalFresh HOUSEHOLDS · "Quarterly Eligibility/Status Report" (QR7) with · "Instructions and Penalties Quarterly Eligibility/Status Report" (QR 7 Addendum) and · "How to Fill Out Your QR 7" (QR 7A) for quarterly reporting households, · "CalFresh Mid-Quarter Status Report" (QR 377.5) for Non-Assistance households or the "Mid-Quarter Status Report" (QR 3) for public assistance households. OR 11. FOR CHANGE REPORTING CalFresh HOUSEHOLDS · "CalFresh Household Change Report" (DFA 377.5).

17.1.1

FS 27

The "Non-Assistance CalFresh (NA CalFresh) Household Recertification Form" (FS 27) combines the application and Statement of Facts into one form and MUST be used in conjunction with the QR 7 to complete the recertification for a quarterly reporting household. The reason the QR 7 MUST be used in conjunction with the FS 27 to complete the recertification is because the FS 27 does not contain any question regarding child care expenses, child support expenses or drug/felony status. The FS 27 also only contains a general question regarding income in the Expedited Benefits section of the form. The information on the QR 7 and the information obtained during the telephone interview is used to determine eligibility and to make a reasonable estimate of the household's income and expenses for the upcoming payment quarter.

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

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17.2 Type of Interview

USDA Food and Nutrition Service granted California a four year waiver of the face-to-face interview requirement for all non-assistance households. A telephone interview will be conducted instead. The California Department of Social Services (CDSS) has granted counties the option to accept or not accept the waiver. Santa Clara County has decided to accept the waiver as of April 2009.

17.2.1

Telephone Interview

A telephone interview is to be conducted at recertification in place of a face-to-face interview.

17.2.2

Face-to-Face Interview

A face-to-face interview must still be conducted at recertification in the following circumstances: 1. When requested by the household or the household's authorized representative, or 2. When the county determines it is necessary to verify conditions of eligibility, or 3. When doing the recertification in conjunction with another program (e.g., General Assistance, CalWORKs) which requires a face-to-face interview.

17.3 Scheduling of Interviews

17.3.1 Notice of Expiration of Certification

The "Notice of Expiration of Certification" (QR 377.2) must be used to end the certification period.

Update # 09-10 Revised: 10/20/11

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CalFresh Handbook

17.3.2

Recertification Appointment

Workers must send clients a "CalFresh Recertification Appointment Letter" (FS 29) to schedule the recertification appointment. The FS 29 gives the date and time of either the face-to-face or telephone interview.

17.3.3

Notice of Missed Interview (NOMI)

When a client misses a recertification face-to-face or telephone interview, EWs are required to send a "Notice of Missed Interview" (DFA 386). The following chart provides examples about when to send a NOMI:

IF... The EW sends a: · Notice of Expiration of Certification (NEC), · Blank re-application form with the date and time of a scheduled interview The EW sends a: · Notice of Expiration of Certification (NEC), · Blank re-application form with the date and time of a scheduled interview The EW sends a: · Notice of Expiration of Certification (NEC), · Date and time of a scheduled interview (The EW does NOT send a blank re-application form). AND... The household mails the re-application form back but does not attend the interview THEN... The EW must send a NOMI because the household missed the interview.

The household never contacts the EW nor does the EW receive the completed re-application form from the client

The EW must send a NOMI because the household missed the interview.

The household misses the face-to-face interview and never contacts the EW

The EW must send a NOMI because the household missed the interview.

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

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AND... The EW calls the household at the time of the scheduled telephone interview and the head of household participates in an interactive interview with the EW. The EW enters the information into CalWIN and prints the information and sends it to the head of household for his/her signature. The head of household never returns the completed form with his/her signature THEN... The EW is not required to send a NOMI because the EW conducted the scheduled recertification telephone interview with the head of household.

IF... The EW sends a: · Notice of Expiration of Certification (NEC), · Date and time of a scheduled interview

17.4 Interview Requirements

17.4.1 Rights and Responsibilities

The EW must inform the household of the following CalFresh rights and responsibilities as part of the RC. · The right to confidentiality. · The right to nondiscrimination. · A review of the pamphlet, "Your Rights Under California Welfare Law" (Pub 13). · Electronic Benefit Transfer (EBT) Card and PIN Responsibilities. · Availability, when applicable, of second language forms for non-English speaking households. Document this on the Maintain Case Comments window. · Sales tax may not be charged on approved items purchased with CalFresh. · Disqualification penalties for failure to cooperate with:

Update # 09-10

Revised: 10/20/11

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CalFresh Handbook

· QC reviews (discuss sanction time frame; [Refer to "Processing Time Frames [63-301]," page 3-28] · Work Registration requirements · SSN requirements · Reporting requirements (explain IPV disqualification penalties) · Collect calls will be accepted from outside the local calling area. · The opportunity to receive uninterrupted benefits by the next normal issuance date after the certification period ends. Note: If there has been a failure to provide an eligible household with an opportunity to participate due to administrative error, the household is entitled to LOST BENEFITS if the period was the month following the expiration of the certification period. [Refer to "Late Recertifications," page 17-27 for additional requirements.] · For quarterly reporting households, the QR 7A must be verbally reviewed, including an explanation of: · Quarterly reporting and prospective budgeting · How to complete and submit the QR 7 · The QR 7 quarterly reporting verification requirements.

17.5 Quarterly Reporting CalFresh HHs [63-300.24]

Households subject to quarterly reporting requirements shall have eligibility redetermined in one of the following methods as appropriate:

17.5.1

Telephone Interview

· The FS 27, AND · The QR 7 for the QR data month that corresponds to the first month of the certification period (upcoming QR Payment Quarter).

Revised: 10/20/11 Update # 09-10

CalFresh Handbook

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Example: EW obtains FS 27 and the QR 7 for September so that EW can properly prospectively budget income for the next QR Payment Quarter (November, December and January) Note: The DFA 285 A1 and A2 along with the QR 7 can be used for Quarterly Reporting CalFresh Households.

RRR Packets

The following chart lists the forms included in each type of recertification (RRR) packet which will be sent to QR CalFresh households certified through a telephone interview.

TYPE OF HOUSEHOLD QR CalFresh HH only FORMS THAT ARE RETURNED · FS 27 · DFA 285 A3 QR · SCD 508* · SCD 1264* · · · · · · FS 27 DFA 285 A3 QR MC 210 RV MC 210 PS SCD 115 SCD 508* · SCD 1264* INFORMATIONAL FORMS · · · · · · · · FS 22 QR FS 23 QR QR 7 Addendum QR 7A · · · · · · · · · · · · QR377.5 PUB 13 PUB 275 SC 1504 MC 219 PUB 13 PUB 183 PUB 275 MC 003 MC 372 SC 1504 WIC Flyer

QR CalFresh HH with Medi-Cal

FS 22 QR FS 23 QR QR 7 Addendum QR 7A · QR377.5

* Benefits must not be interrupted if form is not received.

Update # 09-10

Revised: 10/20/11

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CalFresh Handbook

Processing a Timely Recertification

Follow the steps below to process a timely recertification

STEP 1. WHO Information Systems ACTION Refreshes the mail merge listing of RRRs due monthly (PROG 1521) on the 24th of the 2nd month prior to the RRR due month. EXAMPLE: The PROG 1521 listing will be refreshed on 03/24/09 for the 05/09 RRRs. NOTE: The PROG 1521 listing is available in InfoView under DEBS/ALLCONTINUING/ ADMINISTRATION_CONTINUING. The PROG 1521 can be used to determine whether a notice was generated and an RRR packet sent for a case. The PROG 1521 has 4 tabs based on the type of household. Each tab is sorted first by language and then by caseload number. The type of RRR packet issued by CSS is based on these tabs. IMPORTANT: The mail merge listing contains ALL QR CalFresh ONLY households and ALL Elderly/Disabled CalFresh households with or without Medi-Cal. A packet will be sent to all households on the listing. When scheduling the interview, the EW must review the case to determine if the interview must be done face-to-face because of (1) a condition of eligibility or (2) client's request. 2. Centralized Support Services (CSS) · Prepares the various RRR packet envelopes which include: - The application forms, - The required information forms, and - A prepaid return envelope. · Runs the mail merge listing after it has been refreshed to produce the Annual Recertification Informing Notices during the last week of the 2nd month prior to the RRR due month. EXAMPLE: Runs the PROG 1521 listing after 03/24/09 to produce the Annual Recertification Informing Notices for the 05/09 RRRs. · Stuffs the Annual Recertification Informing Notice in an appropriate RRR packet envelope. · Mails the packet during the first week of the month prior to the RRR due month. EXAMPLE: A recertification is due in 05/09. The application forms, information packet and notice must be mailed to the household during the first week of 04/09. 3. CalWIN Issues the Notice of Expiration of Certification (NEC) to the household during the month prior to the RRR due month.

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

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ACTION When the RRR packet is received: · Date-stamps the packet. · IDs the case and assigned EW in CalWIN IF the Annual Recertification Informing Notice was not returned. · Logs packet in CalWIN as received. - Opens Search Case Comments window. - Enters case number in Case # field. - Clicks the ADD icon on the menu bar. This will open the Maintain Case Comments window. - Selects RRR Packet Received CSS from the Type drop-down menu - Enters the date the packet was received in the Enter Comments field. - Clicks Save. · Forwards returned packet to EW. If unassigned, forwards to Control Clerk to be assigned to an EW as a priority assignment. NOTE: If the packet is dropped off in the District Office, their clerical staff need to follow the above procedure (i.e., date stamp the packet and log it into CalWIN as received.)

STEP 4.

WHO CSS

5.

EW

Reviews the case before scheduling the interview appointment to: · Ensures that the client qualifies for a telephone interview. · Reviews case to ensure that a face-to-face interview is not needed to clarify conditions of eligibility. · Collects information about the household's current situation (i.e., composition, income, expenses, property) and any areas of eligibility which need to be explored during the telephone interview. · Checks for income information in the Interface Activities subsystem/IEVS Data/Search IEVS Recipient Reports/NHR and PVS reports. · Determines if any additional forms/verifications are needed.

Update # 09-10

Revised: 10/20/11

page 17-10 Recertification

STEP 6. WHO EW ACTION

CalFresh Handbook

· Sends a "CalFresh Recertification Appointment Letter" (FS 29) to each household by the end of month prior to the RRR due month to schedule a telephone interview allowing at least ten (10) days after the interview for the client to provide verifications before the certification period expires. IMPORTANT: An appointment MUST be scheduled regardless of whether or NOT the RRR packet has returned. · Sends any additional forms and request any additional verifications. · Reminds client If RRR packet has not yet been returned, that interview will have to be rescheduled if it is NOT received by the date of the interview and benefits may be delayed.

7.

EW

· Calls client on date of scheduled appointment to conduct telephone interview. - If client does not answer, is unavailable to do telephone interview or packet has not been returned, go to step # 8. - If client answers and is willing to complete the phone interview, go to step # 9.

8.

EW If the client... Does not answer the phone or is unavailable to complete the phone interview, Has not returned the application packet, Then... · If the appointment was scheduled in CalWIN, no action is required. A Notice of Missed Interview (NOMI) will be generated by CalWIN. · If the appointment was not scheduled in CalWIN, then the EW must manually generate the NOMI. · Advise the client that the phone interview cannot be done until the packet is received. · Reschedule the appointment if the client requests to do so. - If the original appointment was scheduled in CalWIN, no action is required. A NOMI will be generated by CalWIN. - If the appointment was not scheduled in CalWIN, then the EW must manually generate the NOMI.

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

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ACTION · Conducts a complete telephone interview with the head of household or authorized representative. · Reviews application forms with client question by question for completeness and correctness. - If the SOF is either incomplete or information is incorrect, takes action per the following chart.

STEP 9.

WHO EW

Update # 09-10

Revised: 10/20/11

page 17-12 Recertification

STEP 10. WHO EW ACTION If the missing or incorrect information... Is NOT questionable and can be obtained over the phone,

[Refer to section 17.7 on page 23 for information and examples.]

CalFresh Handbook

Then the worker is to... · Accept the SOF as submitted,. · Document the client's verbal response in the Maintain Case Comments window in CalWIN. - If the question on the form is left blank, ask the question verbally and document the client's answer. - If the answer to a question on the form is incorrect, document the client's response including reason for the client's original answer. NOTE: DO NOT enter or change information in the client's section of the SOF..

Is Questionable or can NOT be obtained over the phone (e.g., client's signature on SOF),

· Send the SOF back to the client to correct and return. · Document the reason why the SOF was returned in the Maintain Case Comments window. · Wait to sign off the SOF until it is returned corrected.

NOTE: In the majority of the cases it will NOT be necessary to return the SOF to the client for completion.

·

Reviews QR 7 question by question for QR CalFresh HH to ensure the information is complete, correct and current in order to determine a reasonable estimate of income and expenses for the upcoming payment quarter. NOTE: If QR 7 has not been received by date of interview, ask questions on QR 7 regarding income, expenses and drug/felony status and document answers. Review QR 7 when received. If discrepancy in information, follow standard procedures for incomplete QR 7.

· Explains rights and responsibilities. Assure client's understanding.

· Obtains required verifications. · Checks to see if all members of the household are receiving Medi-Cal/Healthy Families. - If not, and there appears to be eligibility/linkage, and the client has requested information and/or a referral on SOF, send the client an SC 90 to complete and sign.Follow the procedures in the Medi-Cal Handbook "Use of the Food Stamp Statement of Facts and the SCD 90 as an Application for Medi-Cal," page 5-48 when the SC90 is received.

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

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ACTION Takes action after the phone interview as per the following chart. If the SOF.... Is complete and all verification have been received, Then the EW... · Initiates the queue to update the information in CalWIN. Follows the steps in the OLUM to "Process an RRR." · Recertifies the household, if eligible, using information from the QR 7 and RRR interview for QR HHs to prospectively determine eligibility and budget income for the upcoming QR Payment Quarter. · Approves or denies the recertification and issues the appropriate NOA. · Completes the work necessary to ensure that the household will receive its benefits in the normal issuance cycle. If necessary, issue benefits on line to ensure that the household receives its allotment by the normal stagger day. · Documents the following on the Maintain Case Comments window: - Date(s) of the interview. - Type of interview (i.e., face-to-face or telephone) - Rights and Responsibilities for CalFresh were explained to the applicant, and the applicant's understanding of them. - EBT Card & PIN responsibilities explained to the client, - The SOF and any other required forms were reviewed question-by-question. - All required informational notices were given and explained to the applicant. - Any unusual circumstances. · Has the required forms/verifications scanned into IDM following current District Office procedures. Is complete, but there are missing verifications, · Initiates the queue to update the information in CalWIN including missing verifications. Follow the steps in the OLUM to "Process an RRR." · Sends notice of missing verification giving client 10 days to return them.

STEP 11.

WHO EW

Update # 09-10

Revised: 10/20/11

page 17-14 Recertification

STEP

14.

CalFresh Handbook

WHO

ACTION Is complete and verifications have been received, but QR7 is required and has not been received or is incomplete, Is incomplete and was returned to the client for completion, Updates the information in CalWIN. X or Y NOA has been or will be sent and case will be discontinued if QR 7 is not received. NOTE: CalWIN will not authorize while the case is in X or Y hold status.

Takes no action in CalWIN until the completed SOF is received. NOTE: CalWIN will terminate CalFresh if the RRR is not completed by the 10-day NOA deadline.

17.5.2

Face-to-Face Interview

Follow the steps below to process a timely recertification through a face-to-face interview:.

STEP 1. 2. ACTION Mail the Notice of Expiration of Certification (NEC) to the household during the month prior to the one in which the recertification is due. Send the FS 29 to schedule an interview which allowing at least ten (10) days after the interview for the client to provide verifications before the certification period expires. To avoid having to act on information mid-quarter, the RC period MUST be set to end in the SUBMIT Month. Send the application forms and information forms to the client with the appointment notice. Exception: If the interview will be done interactively, then only send the appointment notice. The applications will be completed and signed during the interview. Issue the packet of Informational forms at the interview. 3. Ensure that a complete and timely QR 7 is received by the 11th of the Submit Month.

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

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STEP 4.

ACTION Conduct a complete face-to-face interview with the head of household or authorized representative. · Explain rights and responsibilities as listed in this section. Assure client's understanding. · Review application forms question by question. · Obtain required verifications as listed in this section. · Check to see if all members of the household are receiving Medi-Cal/Healthy Families. If not, and there appears to be eligibility/linkage, have the client complete and sign the SC 90. [Refer to Medi-Cal Handbook, "Use of the Food Stamp Statement of Facts and the SCD 90 as an Application for Medi-Cal," page 5-48 for complete information.]

5.

Recertify the household, if eligible, using information from the QR 7 and RC interview to prospectively determine eligibility and budget income for the upcoming QR Payment Quarter. EXAMPLE: Head of household reports that she received a raise effective in April, the data month, at the RC interview in May. The EW recomputes prospective eligibility and benefits for the upcoming QR Payment Quarter (June, July and August) based on this information.

6.

Approve or deny the recertification. If recertification is approved and the household is currently certified, begin the new certification period in the very next month. If the household is not currently certified, begin the new certification period with the first eligible month, starting with the application month. Send an approval or denial NOA prior to the end of the household's current certification period. A 10-day notice of action (NOA) is not required to decrease benefits for the first month of a new certification period (i.e. QR Payment Quarter). This is technically considered an approval of recertification (even though it is for a lower benefit amount), rather than a decrease in benefits. EXAMPLE: A recertification is completed in August, the last month of the certification period. Benefits will be approved effective September 1 at a lower amount due to increased anticipated earnings. An approval NOA is issued to notify the household that CalFresh have been recertified (at the lower amount) effective September 1. A decrease NOA is not required because the household's certification period expired August 31, and no benefits were guaranteed beyond that date.

7.

8.

Complete the work necessary to ensure that the household will receive its benefits in the normal issuance cycle. If necessary, issue benefits on line to ensure that the household receives its allotment by the normal stagger day.

Update # 09-10

Revised: 10/20/11

page 17-16 Recertification

STEP 9. ACTION

CalFresh Handbook

Document the following on the Maintain Case Comments window: · Date(s) of the interview. · Rights and responsibilities for CalFresh were explained to the applicant, and the applicant's understanding of them. · EBT Card & PIN responsibilities explained to the client, · The CSF 60/SAWS 1/DFA 285-A1, SAWS 2/DFA 285-A2, and any other required forms were reviewed question-by-question. · The QR 7A and any other required informational notices were given and explained to the applicant. · Any unusual circumstances.

17.6 Change Reporting HHs [63-300.25]

17.6.1 Telephone Interview

Households subject to change reporting requirements who are exempt from the face-to-face requirement shall have eligibility redetermined by using the DFA 285 A-2

RRR Packets

The following chart lists the forms included in each type of RRR packet which will be sent to CR CalFresh households certified through a telephone interview

TYPE OF HOUSEHOLD Elderly/Disabled Change Reporting (CR) CalFresh HH FORMS THAT ARE RETURNED · · · · · · · · · · · · · DFA 285 A1 DFA 285 A2 DFA 285 A3 QR DFA 285C SCD 508* SCD 1264 * INFORMATIONAL FORMS · · · · FS 22 QR FS 23 QR DFA 377.5 PUB 13 · SCD 208 · SC 1504 · PUB 275

Elderly/Disabled Change Reporting (CR) CalFresh HH with Medi-Cal

DFA 285 A1 DFA 285 A2 DFA 285 A3 QR DFA 285C MC 210RV MC 210 PS SCD 508* · SCD 1264*

*Benefits must not be interrupted if form is not received

· · · · ·

FS 22 QR FS 23 QR DFA 377.5 MC 219 PUB 13

· · · · ·

PUB 183 SCD 208 SC 1504 MC 372 PUB 275

Revised: 10/20/11

Update # 09-10

CalFresh Handbook Follow the steps below to process a timely recertification:

STEP 1. WHO Information Systems ACTION

page 17-17 Recertification

Refreshes the mail merge listing of RRRs due monthly (PROG 1521) on the 24th of the 2nd month prior to the RRR due month. EXAMPLE: The PROG 1521 listing will be refreshed on 03/24/09 for the 05/09 RRRs. NOTE: The PROG 1521 listing is available in InfoView under DEBS/ALLCONTINUING/ ADMINISTRATION_CONTINUING. The PROG 1521 can be used to determine whether a notice was generated and an RRR packet sent for a case. The PROG 1521 has 4 tabs based on the type of household. Each tab is sorted first by language and then by caseload number. The type of RRR packet issued by CSS is based on these tabs. IMPORTANT: The mail merge listing contains ALL QR CalFresh ONLY households and ALL Elderly/Disabled CalFresh households with or without Medi-Cal. A packet will be sent to all households on the listing. When scheduling the interview, the EW must review the case to determine if the interview must be done face-to-face because of (1) a condition of eligibility or (2) client's request.

2.

Centralized Support Services (CSS)

· Prepares the various RRR packet envelopes which include: - The application forms, - The required information forms, and - A prepaid return envelope. · Runs the mail merge listing after it has been refreshed to produce the Annual Recertification Informing Notices during the last week of the 2nd month prior to the RRR due month. EXAMPLE: Runs the PROG 1521 listing after 03/24/09 to produce the Annual Recertification Informing Notices for the 05/09 RRRs. · Stuffs the Annual Recertification Informing Notice in an appropriate RRR packet envelope. · Mails the packet during the first week of the month prior to the RRR due month. EXAMPLE: A recertification is due in 05/09. The application forms, information packet and notice must be mailed to the household during the first week of 04/09.

3.

CalWIN

Issues the Notice of Expiration of Certification (NEC) to the household during the month prior to the RRR due month.

Update # 09-10

Revised: 10/20/11

page 17-18 Recertification

STEP 4. WHO CSS ACTION When the RRR packet is received: · Date-stamps the packet.

CalFresh Handbook

· IDs the case and assigned EW in CalWIN IF the Annual Recertification Informing Notice was not returned. · Logs packet in CalWIN as received. - Opens Search Case Comments window. - Enters case number in Case # field. - Clicks the ADD icon on the menu bar. This will open the Maintain Case Comments window. - Selects RRR Packet Received CSS from the Type drop-down menu - Enters the date the packet was received in the Enter Comments field. - Clicks Save. · Forwards returned packet to EW. If unassigned, forwards to Control Clerk to be assigned to an EW as a priority assignment. NOTE: If the packet is dropped off in the District Office, their clerical staff need to follow the above procedure (i.e., date stamp the packet and log it into CalWIN as received.) 5. EW Reviews the case before scheduling the interview appointment to: · Ensures that the client qualifies for a telephone interview. · Reviews case to ensure that a face-to-face interview is not needed to clarify conditions of eligibility. · Collects information about the household's current situation (i.e., composition, income, expenses, property) and any areas of eligibility which need to be explored during the telephone interview. · Checks for income information in the Interface Activities subsystem/IEVS Data/Search IEVS Recipient Reports/NHR and PVS report. · Determines if any additional forms/verifications are needed.

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

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ACTION · Sends a "CalFresh Recertification Appointment Letter" (FS 29) to each household by the end of month prior to the RRR due month to schedule a telephone interview allowing at least ten (10) days after the interview for the client to provide verifications before the certification period expires. IMPORTANT: An appointment MUST be scheduled regardless of whether or NOT the RRR packet has returned. · Sends any additional forms and request any additional verifications. · Reminds client If RRR packet has not yet been returned, that interview will have to be rescheduled if it is NOT received by the date of the interview and benefits may be delayed.

STEP 6.

WHO EW

7.

EW

· Calls client on date of scheduled appointment to conduct telephone interview. - If client does not answer, is unavailable to do telephone interview or packet has not been returned, go to step # 8. - If client answers and is willing to complete the phone interview, go to step # 9.

8.

EW If the client... Does not answer the phone or is unavailable to complete the phone interview, Then... · If the appointment was scheduled in CalWIN, no action is required. A Notice of Missed Interview (NOMI) will be generated by CalWIN. · If the appointment was not scheduled in CalWIN, then the EW must manually generate the NOMI. · Advise the client that the phone interview cannot be done until the packet is received. · Reschedule the appointment if the client requests to do so. - If the original appointment was scheduled in CalWIN, no action is required. A NOMI will be generated by CalWIN. - If the appointment was not scheduled in CalWIN, then the EW must manually generate the NOMI.

Has not returned the application packet,

Update # 09-10

Revised: 10/20/11

page 17-20 Recertification

STEP 9. WHO EW ACTION

CalFresh Handbook

· Conducts a complete telephone interview with the head of household or authorized representative. · Reviews application forms with client question by question for completeness and correctness. - If the SOF is either incomplete or information is incorrect, takes action per the following chart. If the missing or incorrect information... Is NOT questionable and can be obtained over the phone,

[Refer to section 17.7 on page 23 for information and examples.]

Then the worker is to... · Accept the SOF as submitted, · Document the client's verbal response in the Maintain Case Comments window in CalWIN. DO NOT enter or change information in the client's section of the SOF. - If the question on the form is left blank, ask the question verbally and document the client's answer. - If the answer to a question on the form is incorrect, document the client's response including reason for the client's original answer.. · Send the SOF back to the client to correct and return. · Document the reason why the SOF was returned in the Maintain Case Comments window.

· ·

Is Questionable or can NOT be obtained over the phone (e.g., client's signature on SOF),

NOTE: In the majority of the cases it will NOT be necessary to return the SOF to the client for completion.

· Explains rights and responsibilities. Assure client's understanding.

· Obtains required verifications. · Checks to see if all members of the household are receiving Medi-Cal/Healthy Families. - If not, and there appears to be eligibility/linkage, and the client has requested information and/or a referral on SOF, send the client an SC 90 to complete and sign. Refer to "Use of the Food Stamp Statement of Facts and the SCD 90 as an Application for Medi-Cal," page 5-48 when the SC90 is received.]

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

page 17-21 Recertification

ACTION Takes action after the phone interview as per the following chart. If the SOF.... Is complete and all verification have been received, Then the EW... · Initiates the queue to update the information in CalWIN. Follows the steps in the OLUM to "Process an RRR." · Recertifies the household, if eligible, using information from the SOF and RRR interview to prospectively budget future month's benefits for the household based on income that is reasonably certain. · Approves or denies the recertification and issues the appropriate NOA. · Completes the work necessary to ensure that the household will receive its benefits in the normal issuance cycle. If necessary, issue benefits on line to ensure that the household receives its allotment by the normal stagger day. · Documents the following on the Maintain Case Comments window: - Date(s) of the interview. - Type of interview (i.e., face-to-face or telephone) - Rights and Responsibilities for CalFresh were explained to the applicant, and the applicant's understanding of them. - EBT Card & PIN responsibilities explained to the client, - The SOF and any other required forms were reviewed question-by-question. - All required informational notices were given and explained to the applicant. - Any unusual circumstances. · Has the required forms/verifications scanned into IDM following current District Office procedures.

STEP 10.

WHO EW

Update # 09-10

Revised: 10/20/11

page 17-22 Recertification

STEP WHO ACTION Is complete, but there are missing verifications,

CalFresh Handbook

· Initiates the queue to update the information in CalWIN including missing verifications. Follow the steps in the OLUM to "Process an RRR." · Sends notice of missing verification giving client 10 days to return them. Takes no action in CalWIN until the completed SOF is received. NOTE: CalWIN will terminate CalFresh if the RRR is not completed by the 10-day NOA deadline.

Is incomplete and was returned to the client for completion,

17.6.2

Face-to-Face Interview

Follow the steps below to process a timely recertification:

STEP 1. 2. ACTION Mail the Notice of Expiration of Certification (NEC) to the household during the month prior to the one in which the recertification is due. Schedule a recertification interview Send the FS 29 to schedule an interview for a date prior to or on the 15th day of the last month of the certification period. Send the application forms and information forms to the client with the appointment notice. Exception: If the interview will be done interactively, then only send the appointment notice. The applications will be completed and signed during the interview. Issue the packet of Informational forms at the interview. 3. Conduct a complete face-to-face interview with the head of household or AR. · Explain rights and responsibilities as listed in this Section. Assure client's understanding. · Review application forms question by question. · Obtain required verifications as listed in this section. · Check to see if all members of the household are receiving Medi-Cal/Healthy Families. If not, and there appears to be eligibility/linkage, have the client complete and sign the SC 90. [Refer to Medi-Cal Handbook, "Use of the Food Stamp Statement of Facts and the SCD 90 as an Application for Medi-Cal," page 5-48 for complete information.] 4. Recertify the household, if eligible. Use information from the interview and the SAWS 2 or DFA 285-A2 to prospectively budget future month's benefits for the household based on income that is reasonably certain.

Update # 09-10

Revised: 10/20/11

CalFresh Handbook

page 17-23 Recertification

STEP 5.

ACTION Approve or deny the recertification. If recertification is approved and the household is currently certified, begin the new certification period with the first day of the month following the date of the application for recertification. If the household is not currently certified, begin the new certification period with the first eligible month, starting with the application month.

6.

Send an approval or denial NOA prior to the end of the household's current certification period. A 10-day notice of action (NOA) is not required to decrease benefits for the first month of a new certification period. This is technically considered an approval of recertification (even though it is for a lower benefit amount), rather than a decrease in benefits. EXAMPLE: A recertification is completed in August, the last month of the certification period. Benefits will be approved effective September 1st at a lower amount due to increased earnings in July. An approval NOA is issued to notify the household that CalFresh have been recertified (at the lower amount) effective September 1st. A decrease NOA is not required because the household's certification period expired August 31st, and no benefits were guaranteed beyond that date.

7.

Complete the casework necessary to ensure that the household will receive its benefits in the normal issuance cycle. If necessary, issue benefits on line to ensure that the household will receive its allotment by its normal stagger day. Document the following on the Maintain Case Comments window: · Date(s) of the interview. · Type of interview (i.e., face-to-face) · Rights and responsibilities for CalFresh were explained to the applicant, and the applicant's understanding of them. · EBT Card & PIN responsibilities explained to the client, · The SAWS 1/DFA 285-A1, SAWS 2/DFA 285-A2, and any other required forms were reviewed question-by-question. · Any required informational notices were given and explained to the applicant. · Any unusual circumstances.

8.

17.7 Incomplete/Incorrect Statement of Facts (SOF)

The Statement of Facts can be accepted as complete even if there are unanswered or incorrectly answered questions on the form if the information can be obtained verbally from the client, the information is not questionable and verbally documenting the information will not compromise the integrity of the SOF.

Update # 09-10

Revised: 10/20/11

page 17-24 Recertification

CalFresh Handbook

When determining whether to return an incomplete or incorrect SOF or to obtain a verbal response, the worker must consider the consequences of verbal answers to questions, such as those involving income or household composition as the client has signed the SOF under penalty of perjury. Example: Applicant sends in FS 27 and left several questions on the form blank. The worker asks those question during the interview and the client answers them. The information provided is consistent with information in the case record and/or verifications on file. The SOF is acceptable as submitted. The worker must document the verbal response from the client in the CalWIN Maintain Case Comments window. Example: Applicant sends in FS 27 and checks "no" to question #10 regarding resources. She previously reported having a checking account with a $23 balance. When the worker asks her about it during the telephone interview, she states she still has the account but it is currently overdrawn and that is why she checked "no" to the question. The new information she provided is not questionable and is consistent with the case record. The SOF is acceptable as submitted, the worker must document the information provided by the applicant in the CalWIN Maintain Case Comments window. Example: Applicant sends in FS 27 and has only listed herself and her 15-year old son as living in the home on Question #2. During the telephone interview, when reviewing household composition, it is discovered that her 20-year old son, his wife and their child are also living in the home. She stated she didn't list them on the FS 27 because they buy and prepare food separately. Since the information regarding her son's family is missing and gathering it verbally would affect the integrity of the Statement of Facts, the SOF must be returned to the applicant to be completed. Example: Applicant sends in FS 27 and forgot to sign the SOF. Since the worker cannot sign the form for the applicant, the form must be returned to the applicant for completion.

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

page 17-25 Recertification

17.8 Timely Recertifications

17.8.1 Definition

A timely recertification occurs when: · A quarterly reporting household files a completed QR 7 on or before the 11th of the month in which the certification period ends, and completes the necessary forms for the recertification interview, OR · A change reporting household files the necessary forms for recertification by the 15th day of the last month of the certification period, OR · A change reporting household, initially certified for one or two months shall have 15 days from the date the notice is received to file for recertification. Any recertification which is not accomplished within these time frames is considered to be untimely.

17.8.2

Right to Uninterrupted Benefits [63-504.616, 63-504.618]

A household which files a timely application for recertification is entitled to uninterrupted benefits. This means that benefits for the first month of the new certification period must be issued by the household's normal issuance date. Example: A household whose case number ends with a 6 must have benefits available for pickup by the sixth working day of the month. A household loses its right to uninterrupted benefits if it fails without good cause to: · File a timely reapplication. · Appear for an interview or be available for a telephone interview after a timely QR 7 has been filed. · Appear for an interview or be available for a telephone interview even if the QR 7 and reapplication were filed timely.

Update # 09-10

Revised: 10/20/11

page 17-26 Recertification

CalFresh Handbook

17.8.3

HH Cooperation [63-505.11]

To determine eligibility the head of household, or its authorized representative (AR) must, on behalf of the entire household including excluded household members and SSI recipients: · Complete and sign the application form. · Be interviewed. · Provide required verifications. (Verification of a deduction is not required unless the household is non-Categorically Eligible, and fails to pass the monthly gross or net tests without it.) If the household, including excluded household members and SSI recipients, REFUSES (not fails) to cooperate, deny the application for recertification. · Refusal to cooperate decisions must be made on a case-by-case basis. The household must have been able to cooperate and clearly demonstrated that it chose not to. · If there is any question as to whether the household has merely "failed" to cooperate, rather than "refused" to cooperate, the household's application shall not be denied. · Clearly document household's refusal to cooperate.

17.8.4

Notice of Action (NOA) Requirements

An approval or denial NOA must be sent prior to the end of the household's current certification period. A 10-day notice of action (NOA) is not required to decrease benefits for the first month of a new certification period. This is technically considered an approval of recertification (even though it is for a lower benefit amount), rather than a decrease in benefits. Example: A recertification is completed in August, the last month of the certification period. Benefits will be approved effective September 1st at a lower amount due to increased earnings in July. An approval NOA is issued to notify the household that CalFresh have been recertified (at the lower amount) effective September 1st. A decrease NOA is not required because the household's certification period expired August 31st, and no benefits were guaranteed beyond that date.

Revised: 10/20/11 Update # 09-10

CalFresh Handbook

page 17-27 Recertification

17.9 Late Recertifications

Any application for recertification which is filed after the certification period has expired is treated as a NEW application. The following applies: · All required application forms must be completed. · The household may be entitled to expedited service (ES). · Prorate benefits if there is a break in benefits of one or more days [Refer to "Exception for Late Recertifications," page 17-27 if delay is due to county error].

Example: A household's certification period expires October 31. The household files an application for recertification on October 27 and is determined entitled to expedited service (ES). The household's next normal issuance date is November 1. As the household filed the application at least three days before its next normal issuance date, the household retains the right to uninterrupted benefits and the EW must make benefits available by November 1. Since this household filed the application before the expiration of the current certification period and there is no break in benefits, it is not necessary to record the ES application in CalWIN. Example: A household certification period expires October 31. The household files an application for recertification on November 1 and is determined entitled to expedited service (ES). The household's next normal issuance date is November 3. As the household did not file the application at least three days before its next normal issuance date, it has lost the right to uninterrupted benefits and the EW has until November 4 (ES processing standard date) to provide benefits. Since this household filed the application after the expiration of the current certification period, the ES application must be entered in CalWIN.

Exception for Late Recertifications

If in the last month of the certification period, the recertification is not completed, and the delay is due to COUNTY ERROR, the household is entitled to LOST BENEFITS for the part of the month following the expiration of the certification period until the new application date.

Update # 09-10 Revised: 10/20/11

page 17-28 Recertification

CalFresh Handbook

Example: RC due in May.The EW fails to send the NEC notice and to schedule an appointment. On June 5 the client contacts the EW who discovers the error and schedules an appointment on June 7 to do the RC. On June 7 the client comes in and completes the RC. The application is approved effective June 7. The client is entitled to "Lost Benefits" for the period of June 1 through June 6.'

17.9.1

Benefit Extension

NEVER extend benefits beyond the end of the current certification period.

17.10 Verification

[Refer to "Verification," page 17-28 for the verification charts] and [Refer to "Verification," page 6-1]. Requirements for Non-Assistance households and Categorically Eligible (CE) households differ. A CalFresh household MUST be allowed at least ten (10) days to provide verification at recertification. If the household's recertification cannot be completed by the end of its current certification period due to the 10-day time period allowed, the EW must issue benefits within 5 working days after the verification is received and the household's benefits are NOT prorated. Example: The recertification is due in May. The household completes the recertification interview on May 29 but needs to provide some additional verifications. The client has until June 8 to provide the verifications. If the household provides the verifications by June 8, benefits must be issued by June 15 and June benefits are NOT prorated.

Revised: 10/20/11

Update # 09-10

CalFresh Handbook

page 17-29 Recertification

17.10.1

Verify:

Quarterly Reporting Households

· Earnings. · Any previously unverified changes reported on the QR 7, SAWS 2, FS 27 or DFA 285-A2 (except a decrease in the actual amount of child support paid).

17.10.2

Verify:

Change Reporting Households

· A change in income if: · The source has changed. · The amount has changed by more than $25.

· Medical expenses if: · Previously unreported. · The amount has changed by more than $25. · The following when information is incomplete, inaccurate, inconsistent, or outdated: · Information that has not changed. · Changes of $25 or less in income or total medical expenses.

Update # 09-10

Revised: 10/20/11

page 17-30 Recertification

CalFresh Handbook

17.10.3

Verification Summary Chart

The chart below summarizes the recertification verification requirements.

REQUIRED VERIFICATION IDENTITY RESIDENCY SSN APPLICATION, IF NO SSN (SSN verification not required) RENT/HOUSE PAYMENT NONCITIZEN STATUS INCOME MEDICAL EXPENSES DEPENDENT CARE CHILD SUPPORT EXEMPTION CE HH If not on file already Not required If not previously verified Not required for CalWORKs. Required for GA if not already on file. ONLY if questionable If not on file As required with QR 7 If applicable With QR 7 If not on file, or a change in legal obligation, or an increase in actual amount paid If not on file already NON-CE HH If not on file already

ONLY if questionable If not on file already Earned Income If applicable With QR 7 If not on file, or a change in legal obligation, or an increase in actual amount paid

Note: The EW may request additional verification if there is a questionable situation. When this occurs, the case must be DOCUMENTED to explain why additional verification is required. The EW MUST allow the client at least ten (10) days to provide the verification.

Revised: 10/20/11

Update # 09-10

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