Cases in a Closed Status Requiring Action

The following are procedures that must be adhered to when a case is in a closed status and requires inquiry/action.

Note: Although a program in question may be in a discontinued status, there may be other programs associated with the case in an active status. These inquiries should be referred to the worker of record.

The expectation is that Recovery and Legal will address calls from debtors on closed cases to the extent possible. If a client is questioning eligibility issues, the client will be referred to the “Designated Staff Person” as indicated below.

Designated Staff Person

It is necessary for SSPMs to designate staff in each district office to address inquiries on closed cases that may need to be referred to other district offices. That person will be referred to as a “Designated Staff” member throughout this policy:

District Office	Designated Persons	Phone Number
Assistance Application Center (AAC)	Primary- Closing Supervisor Secondary- Info Supervisor	P - 817-6000
Continuing Benefit Services (CBS)		P - 271-4100 S - 271-4199
Foster Care		P - 975-5760
General Assistance		P - 793-8900 S - 793-8887
North County District Office		P - 1-650-988-6100 S - 1-650-988-6278
South County District Office		P - 846-3900 S - 846-3919
Medi-Cal Benefits Assistance DC - CompreCare Health Center DK - Gardner Health Center DM - 770 South Bascom Avenue DN - East Valley Health Center DQ - Tully Valley Health Center DS - St. James Health Center DV - Bascom Valley Health Center	Primary - Closing Supervisor Secondary - Info Supervisor	M - 278-2400 S - 278-2421
Benefit Service Center (BSC)	Outreach Staff	M - 1-800-753-0024 S - 792-1601

Client Service

In the spirit of delivering optimal client service, it is imperative that all SSA staff address inquiries/case actions, whenever possible. Clients perceive our Agency as one entity and not several district offices. As such, uniform processes must be developed to avoid delays in processing times.

Intake Cases

If the case is in intake, the following action must be taken:

If the case...

Then...

Is currently assigned to an Intake Worker (regardless of the program status or office where originally closed),

The intake worker of record is responsible for process- ing the inquiry and/or taking action on the case in a closed status.

GA EXCEPTION: Inquiries for the General Assistance program received in other district offices must be referred to Designated Staff at the General Assistance Bureau.

MBA EXCEPTION: If the case is currently assigned to a MBA Intake Worker and the inquiry involves close cash program(s), then the inquiry should be referred to the office in which the cash was closed.

Was closed by an Intake Worker and no programs are currently in an active status,

The case must be reassigned to the closing office (unit/worker whenever possible) of record, if the closing supervisor cannot address the issue.

Cases Closed By Benefit Service Center (BSC)

If the case is closed by the BSC, the following action must be taken:

If the inquiry/case action is for a...	Then Designated BSC Staff...
Cash aid program (regardless of the case status),	Addresses the inquiry if it is in a general nature. Has the BSC Information Supervisor contact Designated Staff in the office where the cash aid was closed, if unable to address the issue, and refers the inquiry to that Designated Staff member.
Medi-Cal and/or CalFresh program (regardless of the program status),	Handles the task or inquiry.

Note: The term “cash aid” refers to CalWORKs, Refugee Cash Assistance (RCA), Cash Assistance Program for Immigrants (CAPI), General Assistance and Foster Care/Adoption Assistance.

Cases Closed By Medi-Cal Benefits Assistance (MBA)

If the case is closed by the MBA, the following action must be taken:

If the inquiry/case action is for a...	Then MBA Intake Worker who closed the case...
Cash aid (regardless of the case status),	Addresses the inquiry if it is in a general nature. Has his/her supervisor contact the Designated staff in the office where the cash aid was closed.
CalFresh or Medi-Cal program (regardless of the program status),	Handles the task or inquiry.