Intake Interview Business Process

This topic focuses on the regular CalWORKs (CW) and CalFresh (CF) application process. For information regarding the Immediate Need (IN) and Expedited Services (ES) process, refer to the Triage Business Process topic. For policy-related information, refer to the:

 

Social Services Benefit Specialist (SSBS)s must conduct fully interactive interviews by entering all updated client information directly into CalSAWS during the interview, ensuring that the required and applicable electronic signatures are completed at the time of the interview. 

CalSAWS must be used to its fullest capability, including

  • Completing root questions,
  • Generating all available forms, and
  • Capturing electronic signatures accurately.

SSBSs are required to obtain electronic signatures in CalSAWS for all applicable forms in accordance with program policy rules. DocuSign may only be used when a required form is not available in CalSAWS, unless necessary for a third-party signature. Except for the General Assistance program, SSBSs must use the recorded Rights & Responsibilities available in CalSAWS.

SSBSs must update CalSAWS verification to either "pending" or "verified" as appropriate, to ensure that the Request for Verification (CW 2200) form is correctly generated from the CalSAWS Verification List page. Refer to Chewable Byte CB 2026-140: How to Generate CW 2200 for Pending Verifications.

Overview of Intake Task Assignments 

The following are Intake Task assignments specific to the intake interactive application process. 

Task Type Category   Purpose
Intake Application Registration Initial Task for case assignment. 
Intake Appointment Manual Task for scheduled appointment. 
Intake CW 2200 Due Manual Task for CW 2200 follow-up actions to be taken as applicable.
Intake MEDS Review  Manual Task to review MEDS. 

Note: The Tasks listed in the table above are not inclusive of all case related Tasks; these are more directly associated with the intake application process. 

Overview of Intake Auto-Task Creation Timeline

Task When the Task is Auto-Created:  Example:
Intake The case is app reg'd  
Intake Appointment
  • The business day before the appointment in CalSAWS.

 

  • The same day, if the appointment is scheduled within 24 hours.

Example 1:Example 1:The Intake appointment is scheduled for a Tuesday. The task is created and uploaded on a Monday.  

Example 2:Example 2:The Intake appointment is scheduled for a Monday. The task is created and uploaded on a Friday.    

Intake CW 2200 Due The business day after the verifications on the CalSAWS CW 2200 are due.

Example 1:Example 1:The CW 2200 is generated on 1/12/26, with a 10-day due date of 1/22/26. The task is created and uploaded on 1/23/26.   


Example 2:Example 2:The CW 2200 is generated on 1/13/26, with a 10-day due date of 1/23/26. The task is created and uploaded on 1/26/26. (Because the 10th day fell on a Friday, actions were moved to the following business day.)  

Intake MEDS Review The second business day after the case is authorized in CalSAWS.

Example 1:Example 1:The case is authorized on a Monday; the task is created and uploaded on a Wednesday.   


Example 2:Example 2: The case is authorized on a Friday; the task is created and uploaded on a Tuesday.

Combo CalWORKs, CalFresh, and Medi-Cal Application

Steps  Who Process 
1 CalSAWS  
  • The Intake Task is auto-created when the application is App Reg’d.
  • The Task is assigned to the SSBS.
2 Intake SSBS 
  • Reviews application in CalSAWS along with:
    • Images,
    • MEDS,
    • IEVS,
    • Statewide Cash Aid Time Limits (SCATL)/TOA, as applicable.
  • Contact the client to conduct an on-the-spot interview or schedule a future interview if the client is unable to. 
  • Refer to Scheduling the Intake Interactive Interview for the detailed business process. 

 

If the application includes... Then..
CalFresh, 

Contacts the client following AB 79 policy to: 

  • Offer an on-the-spot appointment, or
  • Schedule an Interview if the client is unavailable or requests a different date. 
  • Updates the Case Journal.
If the client is... Then...
Available for an on-the-spot interview, 
  • Conducts the interview.

    • Note: If the client does not complete the interview, schedule an appointment in CalSAWS. 

  • Proceeds to Step 4.
Not available for an on-the-spot interview, 
  • An interview is scheduled in CalSAWS.
  • Proceed to Step 3.

    • Note: Intake Appointment Task will be auto-assigned one day prior to the interview.

 
CalWORKs only, 
  • Schedules an Interview. 
  • Updates the Case Journal. 

 

  • Completes the Intake Task and updates Case Journal.

 
3 CalSAWS

The Intake Appointment Task is auto-created.

  • One day before the Interview, or
  • The same day, if the Interview was scheduled within 24 hours.

 
4 Intake SSBS

When Task is received:

  • Reviews the application.
  • Prepares for the interview. 

 

Day of the Intake Interview:

If... Then...
The client no-shows for the interactive interview,
For Action
CW,
  • Keeps the Intake Appointment Task until the following business day. 
  • Deny CW the following business day.
  • Updates Case Journal. 
  • Marks the Intake Appointment Task as complete.
    • If there is an active program, proceeds with case transfer (Step 7).
    • If MC is pending, requests a CW 2200 for MC as appropriate (Step 5).
    • If MC can be authorized, process the MC application and proceed to Step 7.
       
CF,
  • Updates Case Journal.
  • If no active program, marks the Intake Appointment Task as complete. 
  • If active MC exists, edit the Intake Appointment Task:  
    • Type: Transfer Ready.
    • Due Date: 10 business days or follow the internal workflow.
    • Assign to Program Worker: No.
    • Worker ID: EWS Worker ID.
    • Long Description: Include Program Composition (e.g., CF No-Show, active MC).

 

Important:

  • Pending CF remains in the SSBS’s caseload.
  • If the client contacts the office before day 30 and the Interview is scheduled or completed:
    • An Intake Appointment Task is auto-created based on the scheduled interview (see Step 3).
    • Self-assign or request MC program to be assigned
    • Proceed with CW 2200 (Step 6) or
    • Proceed to application disposition (Step 7), as appropriate.

Note: The case auto-denies and will auto-transfer out on the 31st day.

Refer to No Show Business Process topic. 

 
The client is available for the interactive interview, 
  • Conducts the interactive interview. 
    • If verifications are needed, sends out the CW 2200 from CalSAWS (must be generated from the CalSAWS Verification List page).
    • If verifications are not needed, dispositions the application.
  • Updates Case Journal.
  • Marks the Intake Appointment Task as complete. 

Refer to Day of the Interactive Interview for the detailed interview process. 
 

 
5 Intake SSBS 

Interactive Interview:

  • Refer to the After the Intake Interactive Interview 
If verifications are... Then...
Not needed,  Proceeds to Step 7.
Needed,

Sends out CW 2200 from CalSAWS (which must be generated from the CalSAWS Verification List page. 

Note: The Intake CW 2200 Due Task is auto-created based on the verification due date. If the application is already disposed, the CW 2200 Due Task will not be generated. 

 
6 Intake SSBS 

Processing Intake CW 2200 Due Task:

If verification(s)... Then...
Is received but case is still in pending status, 
  • A Task is auto-generated. 
  • Reviews the verification(s) received.
  • Disposes the application, as appropriate.
  • Updates Case Journal.
  • Marks the Intake CW 2200 Due Task as Complete.
Is partially received,
  • A Task is auto-generated. 
  • Reviews the verification(s) received.
  • If the partial verifications are received before the CW 2200 due date, process verification received and wait until CW 2200 due date.
  • Updates Case Journal.

Reminder: A Task is auto-generated when missing verifications are submitted.
Is not received, 
  • Denies the application. 
  • Updates the Case Journal.
  • Marks Intake CW 2200 Due Task as Complete. 

Note: The Worker Name/number will auto fall off on the 31st day. 

Reminder: A Task is auto-generated when missing verifications are submitted.

 
7 Intake SSBS

 

Case Disposition: 

If... Then...
All programs are approved,
  • Intake MEDS Review Task is auto-created on the second business day after approval.  
  • Reviews MEDS. 
  • Edits the Intake MEDS Review Task:  
    • Type: Transfer Ready.
    • Due Date: 10 business days or follow the internal workflow.
    • Assign to Program Worker: No.
    • Worker ID: EWS Worker ID.
    • Long Description: Include Program Composition (e.g., Approved MC, Denied MC, Approved CF/MC, Approved MC/Denied CF, etc.).
Approved with a pending program, 
  • Intake MEDS Review Task is auto-created on the second business day after approval.  
  • Reviews MEDS. 
  • Mark the Intake MEDS Review Task as complete.
    • The case will remain with the worker while the worker processes the pending program.
Denied with no active programs,
  • Marks the applicable Task as complete:
    • Intake Appointment Task, or
    • Intake CW 2200 Due Task.

Note: The Worker Name/number will auto fall off on the 31st day.
Denied but has an active program, 
  • Edits the Intake Appointment or the Intake CW 2200 Due Task as appropriate:
    • Type: Transfer Ready.
    • Due Date: 10 business days or follow the internal workflow.
    • Assign to Program Worker: No.
    • Worker ID: EWS Worker ID.
    • Long Description: Include Program Composition (e.g., Approved MC, Denied MC, Approved CF/MC, Approved MC/Denied CF, etc.).

 

 

Medi-Cal Only Application

Steps  Who Process 
1 CalSAWS  

 The Intake Task is auto-created when the application is app reg’d.
2 Intake SSBS 
  • Reviews application in CalSAWS along with:
    • CalHEERS,
    • Images,
    • MEDS,
    • IEVS, as applicable.
  • If needed, contact the client for any clarifications that may be needed. 
  • Marks the Intake Task as complete and updates Case Journal.

 
3 Intake SSBS 

Review of verifications: 

If verifications are... Then...
Not needed,  Proceed to Step 5.
Needed,
  • Sends out CW 2200 from CalSAWS (which must be generated from the CalSAWS Verification List page. 
    • This action must be repeated per Medi-Cal Program rules related to verification due dates. 

Note: The Intake CW 2200 Due Task is auto-created based on the verification due date. If the application is already disposed, the CW 2200 Due Task will not be generated. 

 
4 Intake SSBS 

Processing Intake CW 2200 Due Task:

If verification is... Then...
Received,  A Task is auto-generated when verifications are received. 
Not received, 
  • A Task will be auto-generated.

    • Note: This is repeated for every CW 2200 generated per Medi-Cal Program rules.

 
5 Intake SSBS

Case Disposition: 

If... Then...
Approved,
  • Intake MEDS Review Task is auto-created on the second business day.  
  • Reviews MEDS.
  • Edits the Intake MEDS Review Task:  
    • Type: Transfer Ready.
    • Due Date: 10 business days or follow the internal workflow.
    • Assign to Program Worker: No.
    • Worker ID: EWS Worker ID.
    • Long Description: Include Program Composition (e.g., Approved MC, Denied MC, Approved CF/MC, Approved MC/Denied CF, etc.).
Denied,
  • Marks the applicable Task as complete:
    • Intake Task, or
    • Intake CW 2200 Task 

 

 

Intake Interactive Interview Process

Scheduling the Intake Interactive Interview

Who  Action
Intake SSBS
  • Receives and closes the Intake Task.
  • Schedule the interview appointment within processing time frames for CalWORKs and CalFresh, as applicable.
  • When scheduling appointments, staff must:
    • Prioritize timely processing by offering the soonest available appointment dates.
    • Evaluate the feasibility of the applicant's ability to attend the scheduled appointment.
      • For example, the applicant does not answer the call, and the worker leaves a message regarding an appointment scheduled for the following day. The applicant may not have enough time to make necessary arrangements (e.g., adjusting their work schedule, securing childcare, etc.) to attend the appointment. 
  • Same-day appointments can only be scheduled if the client agrees to a same-day appointment; otherwise, the soonest an appointment can be scheduled is 24 hours before the appointment if unable to contact the applicant.  

    • Important: The applicant has the option to have an in-person appointment if the applicant requests one.

Note: For policy specific to flexible CalFresh interview scheduling under Assembly Bill (AB) 79, refer to CalFresh HB Chapter 4 Application; Scheduling Interviews.

 

If... Then...
The applicant answers the call, 
  • First, offer an on-the-spot interview before offering to schedule the regular interview for a mutually agreed-upon time within processing time frames.
  • Schedule the appointment in CalSAWS. 
  • Document in the case Journal Detail page that the applicant was notified of the agreed-upon regular interview appointment by phone, or an on-demand interview was conducted. 
    • Documentation must include the date and time of the scheduled appointment. 
The applicant does not answer the call,
  • Notify the applicant of their appointment by:
    • Voicemail (Do not include PII),
    • Message Media (Do not include Personal Identifiable Information (PII)), or
    • BenefitsCal.
  • Schedule the appointment in CalSAWS. 
  • Document in the case Journal Detail page the date and time of the scheduled appointment and how the applicant was notified of the regular interview appointment. 

 

Important: If the applicant calls back, offer an on-demand interview or schedule the regular interview at a mutually agreed-upon time and complete a journal entry with the appointment outcome. 

 

Reminder: Cancel/Reschedule appointment in CalSAWS to avoid NOMI from being mailed out erroneously. 
The applicant does not have any other contact information (e.g., a phone number, or email address) besides a mailing address,
  • Notify the applicant of their appointment by mailing an appointment letter.
    • The county requires applicants to be provided 7 days' notice before a scheduled interview if the appointment letter is mailed.
    •  If the 7th day falls on a weekend or a holiday, schedule the regular interview appointment for the next business day.

    • Note: The GEN 102 and the CF 29A appointment letters are interchangeable for CF-only cases. 

  • Schedule the appointment in CalSAWS. 
  • Document in the case Journal Detail page the date and time of the scheduled appointment and how the applicant was notified of the regular interview appointment. 

 

Important: If the applicant contacts the worker before the scheduled appointment, offer an on-demand regular interview or reschedule the regular interview at a mutually agreed-upon time, and complete a journal entry with the appointment outcome. 

 

Reminder: Cancel/Reschedule the appointment in CalSAWS to avoid the NOMI from being mailed out erroneously. 

 
CalSAWS

The Intake Appointment Task is auto-created:

  • One day before the phone interview, or
  • The same day, if the Phone Interview was scheduled within 24 hours.

 

Day of the Intake Interactive Interview 

Who  Action
Intake SSBS

Important: If the county received the signed CalFresh application, we cannot capture another Telephonic Signature (TS), as that would be considered to require a duplicate signature. 

 

   
Answers the call, and the interview is conducted,

Follow the Interview Script for CW & CF for detailed information on interactive interview verbiage. The Interview Script for CW & CF is located under Scripts in Reference Materials.

  • Click on the assigned Intake Task.
  • Conduct the interactive intake interview with the applicant(s). Refer to the CalSAWS Job Aid: Change Reason for instruction for Establishing a Change Reason when updating information on the Non-Financial data collection pages.
  • Review for IN/ES eligibility, if applicable.
  • Inform the applicant of the required verifications on specific questions.
  • Record the intake interview summary and the attestation via eSign in CalSAWS, including any additional required forms. Refer to Chewable Byte CB 2023-43: Telephonic Signature-Non Contact Center(b) for system entries. 
  • Explain the next steps to the client and answer any questions the client may have before concluding the interview.

Note: If, for technical reasons, a TS signature cannot be captured, SSBS can revert to Non-TS by sending the forms via DocuSign, explaining the R&R verbally, and adding a detailed case journal explaining that the TS interview was unable to be completed due to technical reasons.

After the Intake Interactive Interview:

  • In CalSAWS, ensure the intake interview summary and the attestation is recorded correctly by listening to the audio recording and verifying under the Signature History-SAWS 2A SAR status is Received.
    • If the recording is not audible and/or the intake interview summary and the applicant's attestation is not recorded:
      • Contact the applicant to record the intake interview summary and the applicant(s) attestation again. The new recording only needs to indicate that R & R's were previously explained and ask the applicant(s) the TS questions again.
        • For situations when the TS was not recorded, follow procedures for mailing the Statement of Facts (SOF) to the applicant for their signature.
  • After the intake interview has been conducted, the completed Statement of Facts (SOF) SAWS 2 Plus must be manually sent to the applicant by the next business day with a self-addressed return envelope.
    • Cover Letter, Notification of Completed Yearly Review (SCD 2403) must be included when mailing SOF. The applicant has 10 days after the interview to review the SOF for corrections or changes.
      • If the applicant has an email address, the SOF and SCD 2403 may be sent via DocuSign as view only; otherwise, the SOF must be printed and mailed to the client with a self-addressed stamped envelope. 

Important: If the applicant submitted a signed application, the interview must still be conducted, but a telephonic signature must not be obtained.

  • Change the Attendance of interview status to Showed in the Customer Schedule page (If the case contains a CF component, this will prevent a NOMI from being issued erroneously).
  • Dispositions case.
Does not answer the call or is unavailable,
  • Make at least three additional attempts to contact the applicant during their scheduled TS Intake Interview time period.
    • If unable to contact the applicant, document in the case Journal Detail page.
  • Indicate in CalSAWS that the applicant was a No-Show for the interview. 
  • Ensure the appropriate NOAs or denial NOAs are sent. Refer to the No-Show Business Process.

Important: The MC application must be processed without an interview. Refer to the No-Show Business Process.
Says they no longer wish to continue and declines to reschedule the TS Phone Interview,
  • Indicate in CalSAWS on the Negative Action Detail page that the client withdrew the application.

Note: Refer to Chewable Byte CB 2023-29: How to Withdraw/Cancel/Terminate an Application for system entries. 

  • Ensure the appropriate NOAs are sent.
  • Document in the case Journal Detail page.
  • Explain to the applicant that they may either apply online, by phone, by mail, or in person in the future.

Important: The MC application must be processed without an interview.
Chooses a Face-to-Face interview instead,
  • Schedule the Face-to-Face interview.
  • Document in the case Journal Detail page that the applicant requested a Face-to-Face on the day of the scheduled interview.
Needs to stop the interview, but wishes to continue at a later date or time,
  • Schedule and inform the applicant of the 2nd interview date and time before disconnecting the call.
  • Ensure the appointment is scheduled in CalSAWS. 
  • Document in the Journal Detail page the date of the incomplete TS interview. Documentation must also include the date and time of the rescheduled appointment.

 
   

 

Case Dispositions 

Who  Action
Intake SSBS

Change the Attendance of the interview status to Showed in the Customer Schedule page (If the case contains a CF component, this will prevent a NOMI from being issued erroneously).

If Benefits... Then...
Cannot be authorized due to missing verifications,
  • Generate the Request for Verification (CW 2200) form in CalSAWS, indicating the missing verifications and the due date (10 days from the mailing date). If the 10th day falls on a holiday or weekend, the due date is the next business day. Refer to CB 2026-140: How to Generate a CW 2200 for Pending Verifications for guidance on system entries. 
Are denied, 
  • Ensure CalSAWS auto-generates and sends the correct denial NOA.
  • Edit the Intake Appointment Task, or Intake CW 2200 Due Task, as applicable:  
    • Type: Transfer Ready.
    • Due Date: 10 business days or follow the internal workflow.
    • Assign to Program Worker: No.
    • Worker ID: EWS Worker ID.
    • Long Description: Include Program Composition (e.g., Denied MC, Approved MC/Denied CF, etc.).
Are approved,
  • Ensure benefits have the correct issuance method and the correct EBT card delivery method. Refer to the CalSAWS Job Aid: EBT Clarifications for instructions.
  • Issue benefits as appropriate. 
  • Issue appropriate Notices of Action (NOAs).
  • Process IEVS and MEDS alerts.
  • Complete SCATL review for CW cases.
  • Document Intake Interview summary in the CalSAWS Journal Detail page using the Case Narration Tool. The Short Description and body of text must contain the following: 
    • Short Description: [Enter Date of Intake Interview] Intake Interview Summary. 
    • Body of the text: Intake Interview Summary. 
  • Review MEDS after two (2) days. 
  • Edit the Intake MEDS Review Task:  
    • Type: Transfer Ready.
    • Due Date: 10 business days or follow the internal workflow.
    • Assign to Program Worker: No.
    • Worker ID: EWS Worker ID.
    • Long Description: Include Program Composition (e.g., Approved MC, Denied MC, Approved CF/MC, Approved MC/Denied CF, etc.).
Social Services Benefits Specialist Supervisor (SSBSS)
DEBS MA
  • Create daily reports from the Task Bank. 
  • Distribute to clerical. 
Clerical
  • Reassign the case to the appropriate continuing bank caseload.