| Intake EW |
Prior to the Interview:
- Receives Intake Task.
- Calls applicant(s) to schedule intake interview (applicant has the option to have an in-person appointment if the applicant requests one).
- Ensures the appointment is scheduled in CalSAWS. Refer to Chewable Byte CB 2023-25: How To Schedule An Appointment or Chewable Byte CB 2023-18: How To Reschedule An Appointment for system entries.
- Sends out the Appointment Letter (GEN 102) or, for CF-only cases, the (CF 29), through CalSAWS at least 10 days prior to the appointment date. These appointment letters are interchangeable for CF.
- Documents in the case Journal Detail page appointment outcome and if appointment letter is not sent, documents the reason appointment letter was not sent to the applicant (i.e., scheduled appointment is sooner than when the appointment letter would be received by the applicant).
- If unable to contact the applicant to schedule the intake appointment, schedules the intake appointment and sends out the appointment letter at least 10 days prior to the scheduled appointment.
- Documents in the case Journal Detail page appointment outcome.
Note: For policy specific to CalFresh (CF), refer to CF HB Chapter 4 Application; Scheduling Interviews for information related to AB 79.
Day of the Interactive Interview:
- Reviews the case information in CalSAWS through the Case Summary page.
- Calls the applicant(s) for interactive TS interview.
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. Refer to In-Person or Phone (Non-TS) Intake Interview Process.
| If the applicant... |
Then... |
| Answers the call and the TS Interview is conducted, |
The day of the TS Interactive Interview continued:
Follows 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.
- Clicks on the assigned Intake Task on the Worklist page.
- Conducts the interactive intake interview with the applicant(s). Refer to CalSAWS Job Aid: Change Reason for instructions for Establishing a Change Reason when updating information on the Non-Financial data collection pages.
- Reviews for IN/ES eligibility, if applicable.
- Informs the applicant of the required verifications on specific questions.
- Records the attestation via eSign in CalSAWS, including any additional required forms. Refer to Chewable Byte CB 2023-43: Telephonic Signature-Non Contact Center for system entries.
- Explains the next steps to the client and answers any questions the client may have before concluding the interview.
Note: If, for technical reasons, a TS signature cannot be captured, EW can revert to Non-TS by sending the forms via DocuSign, explaining the R&R verbally and adding a detailed case journal explaining the TS interview was unable to be completed due to technical reasons.
After TS Interactive Interview:
- In CalSAWS, ensure the attestation is complete 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 applicant's attestation is not recorded:
- Contact the applicant to record their 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 is unable to be recorded, follow procedures for mailing the 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. Refer to In-Person or Phone (Non-TS) Intake Interview Process.
|
| Does not answer the call or is unavailable, |
- Makes at least three additional attempts to contact the applicant during their scheduled TS Intake Interview time period.
- If unable to contact applicant documents in the Journal Detail page.
- Indicates in CalSAWS that the applicant was a No-Show for the interview.
- Ensures the appropriate NOAs or denial NOAs are sent. Refer to the No-Show Business Process.
Important: 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 TS Phone Interview, |
- Indicates in CalSAWS on the Negative Action Reason 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.
- Ensures the appropriate NOAs are sent.
- Documents in the Journal Detail page.
- Explains to the applicant that they may either apply online, by phone, by mail, or in person in the future.
Important: MC application must be processed without an interview.
|
| Chooses to do a F2F interview, |
- Schedules the F2F interview.
- Mails an appointment letter to the applicant.
Note: If there is not enough time to mail the appointment letter to the client, there must be clear documentation stating so. Documentation must include the that the client agreed to the appointment.
|
| Needs to stop the interview, but wishes to continue at a later date or time, |
- Schedules and informs the applicant of the 2nd interview date and time before disconnecting the call.
- Documents in the Journal Detail page the date of the incomplete TS interview. Documentation must also include the date and time of the rescheduled appointment.
- After the call has ended with the client, review the TS recording to ensure the client's consent was recorded.
|
| If Benefits... |
Then... |
| Cannot be authorized due to missing verifications, |
- Provides the applicant the “Request for Verification” (CW 2200) form 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.
- If verifications are not returned by the due date, must manually deny the appropriate program(s) application. Refer to Chewable Byte CB 2023-29: How to Withdraw/Cancel/Terminate an Application for system entries.
|
| Are denied for failure to provide, |
- Create Failure to provide Task:
- Category: Manual
- Type: Failure to provide
- Due Date: Dependent on program-specific regulation (e.i., 30 days for CW and 60 days from the application date for CF).
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| Are denied for reasons other than failure to provide (i.e. over income), |
- Ensures CalSAWS auto-generates and sends correct denial NOA.
|
| Are approved, |
- Ensures benefits have the correct issuance method and EBT card delivery method through the Issuance Method Detail page. Refer to CalSAWS Job Aid: EBT Clarifications for instructions.
- Issues benefits as appropriate.
- Issues appropriate Notices of Action (NOAs).
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- Changes the Attendance of interview status to Completed in the Customer Appointment Detail page (If the case contains a CF component, this will prevent a NOMI from being issued erroneously).
- Marks all outstanding tasks as Completed.
- Creates manual task to notify the supervisor that the intake application is processed and ready for review. Refer to Chewable Byte CB 2023-12: How to Create Manual Task in CalSAWS for systems entries.
- Program(s): If the application includes multiple programs, creates a Transfer Ready Task for a single program using the current Program Hierarchy.
- Status: Assigned (auto-populated).
- Category: Manual.
- 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 (i.e. Approved MC, Denied MC, Approved CF/MC, Approved MC/Denied CF, etc.).
- Processes IEVS and MEDS alerts.
- Completes TOA review for CW cases.
- Documents Intake Interview summary in 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.
- Reviews MEDS and TRAC after two (2) days.
- Submits TRAC screens to be Imaged into CalSAWS.
- Updates Intake task Status to Closed.
- Creates a manual “Intake Review/Reassignment” task and assigns it to their EW Supervisor.
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