Procedures for Rejecting Cases

When rejecting a case, follow these procedures:

Step Who Action
1 Rejecting EW
  • Reviews and rejects the case within 20 working days.
  • Completes SCD 1096 indicating all errors, if the case meets the criteria for rejection. It is recommended that handbook sections be listed for immediate reference. The error(s) which meet the rejection criteria MUST be listed first. Other errors may also be listed.
  • Emails the SCD 1096 to their Supervisor for review. E-mail subject should read “SCD 1096 - CASE NUMBER - CASE NAME - WORKER NUMBERS - CASE REJECTION.”

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 Rejecting Supervisor
  • Reviews the SCD 1096 and CalSAWS/imaging system and/or the case record.
  • Validates the findings and makes a determination as to where the case should be rejected, based on the chart summary. Refer to Chart Summary of Where to Reject. 
  • Forwards the email to the Receiving Supervisor to negotiate the case rejection.
If the Receiving Supervisor... Then...
Has not responded to the rejection by the 3rd business day,
  • Creates and assigns the case and the DOCPROCESSING.CaseCorrection.CaseRejection task to the Receiving EW.
  • The dates that contacts were attempted must be documented on the SCD 1096.
  • Emails the SCD 1096 to Receiving Supervisor and copies both Rejecting and Receiving SSPMs without a discussion having occurred.
  • Sends a copy of the SCD 1096 to CATR.WEBB@ssa.sccgov.org
Reviews and agrees to the case rejection,
  • Creates and assigns the case and the DOCPROCESSING.CaseCorrection.CaseRejection task to the Receiving EW on the same day.
  • Emails the SCD 1096 to Receiving Supervisor and copies both Rejecting and Receiving SSPMs.
  • Sends a copy of the SCD 1096 to CATR.WEBB@ssa.sccgov.org
Does not agree to the case rejection,
  • Consults with the Rejecting SSPM for a resolution between SSPMs.
  • Documents in CalSAWS Journal Detail page that discrepancies were found and the SCD 1096 has been forwarded to the appropriate district office. Do not include the specific EW name/number or unit number nor the specific discrepancy being disputed.
3 Rejecting SSPM Negotiates disputes/disagreements between Receiving and Rejecting Supervisors with Receiving SSPM.
4 Receiving Supervisor
  • Receives the SCD 1096.
  • Establishes follow-up criteria with Receiving EW and develops a monitoring system to ensure the corrections are completed.
  • Note: The Receiving Supervisor has the discretion to reassign a task request for “Case Correction” to another EW within the unit, if the Authorizing EW is not available (e.g. on vacation, leave, etc.) or no longer in the unit.
5 Receiving EW
  • Receives the SCD 1096 and case assignment.
  • Corrects all errors listed on the SCD 1096 within 10 working days from the date of the SCD 1096.
  • Documents action taken on the SCD 1096 and returns to the Supervisor.

    • Note: Journal entries must only include actions taken, client correspondences sent, and budget revisions made to correct the case. Journal entries should not include worker names or numbers.

  • Updates the task status to “Corrected.”
    • Reminder: The EW is responsible for all case activity created during the period the case is reassigned for corrections.

    • Note: Tasks that existed prior to the rejection and do not pertain to the error, or otherwise affected by the error, will be retained by the rejecting EW (unless otherwise communicated between supervisors). Tasks that are generated while the EW has the rejection will be the responsibility of that EW.
6 Receiving Supervisor
  • Reviews the case for corrections.
  • E-mails the SCD 1096 with notated corrections to the Rejecting Supervisor.
7 Rejecting Supervisor
  • Receives a copy of the SCD 1096 with annotated corrections.
  • Receives the case assignment and reviews for corrections with the rejecting EW.
  • Contacts the Receiving Supervisor within 3 business days to accept the corrections or provide any additional questions or concerns regarding the corrective actions taken by the Receiving EW.

    • Important: If the Rejecting Supervisor fails to respond to the Receiving Supervisor within the specified time frame then the Receiving Supervisor may reassign the case back to the Rejecting EW as a corrected case rejection.

    • Note: If for any reason the 3 business day time frame cannot be met by the Rejecting Supervisor, the Rejecting Superior will contact the Receiving Supervisor prior to the 3rd business day and discuss a mutually agreed upon time frame for a response to be provided.
If the Case Corrections are... Then...
Agreed on, Assigns the case back to the Rejecting EW, as appropriate
Not agreed on, Contacts the receiving Supervisor for further discussion.

If the SCD 1096 has not been received with the corrected case within 10 working days and the Case Correction task has been closed or there are no case comments, contacts the receiving Supervisor to follow up via email. Courtesy copies the rejecting and receiving SSPMs.

Failure to complete the rejection within 10 working days (unless an alternative time frame is discussed between parties) will result in all tasks connected to the case, regardless of connection to the error, to become the responsibility of the correcting party.

Note: There are circumstances that may require more than 10 working days to make corrections (i.e. verifications requested). The reason should be clearly documented in case comments.

Reminder: When a case is rejected from Intake to Continuing, do not return the case to Intake. It is the responsibility of the Continuing Supervisor to verify all corrections listed on the SCD 1096 were corrected prior to reassigning the case to the appropriate continuing worker/office.

Chart Summary of Where to Reject

The following is a chart summary of where a case is to be rejected:

ACTIVE AID TYPE

TYPE OF ERROR

REJECT TO

Medi-Cal Only

Medi-Cal error

District Office where error was caused in the following order:

  • EW who caused error, or
  • Unit where error was caused, or
  • Information Supervisor if neither of the above exist.

Medi-Cal Only

Previous Cash Aid and/or Cal- Fresh error

Medi-Cal and/or CalFresh

Medi-Cal and/or CalFresh

Medi-Cal with Cash Aid and/or CalFresh

Medi-Cal, Cash Aid and/or CalFresh error

Cash Aid

Cash Aid and/or CalFresh

Cash Aid

Previous Medi-Cal error

Same as above except, if an error occurred in a Medi-Cal only office, the SSPMs will come to an agreement on a case by case basis.

Note: If office no longer exists, then return the case to the District Office where the zip code is assigned and assign it to that District Office’s caseload number.

Related Topics

Case Rejection Criteria Overview