Intake Interview Process

Prior to the Interview

The Clerical Team:

• Receives and reviews the application.
• Completes the Application Registration process. [Clerical HB, "Application Registration" ].
• Schedules a telephone interview (unless client opts to have an in-person interview) and ensures appointment is scheduled in CalSAWS. [CB 23-25].
• Sends out appointment letter GEN 102 at least 10 days prior to the appointment.
• Assigns the application/task to the EW for the scheduled interview date. [CB 23-12].

The EW:

• Receives the task.

During the Interview

The EW:

• Calls the client (or meets the client if in person) at the scheduled interview time.
• Updates attendance status of the interview in CalSAWS. [CalSAWS JA "Customer Schedule"].
• Has CalSAWS ready to input the client's reported information. [CalSAWS JA "Change Reason"].
• Refers to the Interview Script for GA and GA/CF. 
• For telephone interviews:
  • Follows the Interview Script for GA and GA/CF and the steps below.
    • Follows the instructions below to play the recording of the Rights and Responsibilities (R&Rs) through Finesse:
      • During an active call press [CONF] soft key on the display screen.
      • Dial the appropriate extension, press the [CONF] soft key again.
        • For GA/CF combo, dial 10010003
        • For GA only dial, 10010004
      • Recording will play after language is selected.
        • For English, press 1
        • For Spanish, press 2
        • For Vietnamese press 3
    • Follows the instructions below to capture the telephonic signature (Reminder: do not capture a TS signature if the client returned a signed packet):
      • Press the [Start Recording] button at the bottom of the TS screen and ask/state the below to the client giving time to respond in between:
        • "Did you understand your Rights and Responsibilities?"
        • "Do you have any questions?"
        • "Do you certify under penalty of perjury under the laws of the United States of America and the State of California that you understand the questions and statements read to you, and your answers are correct and complete to the best of your knowledge?"
        • "Please state your full legal name, today's date and the current time."
        • Press the [Stop Recording] button at the bottom of the TS screen.
  • Answer any questions the client has before terminating the call.

If client does not answer the phone or show up for the interview, the EW:

• Continues to call the client during the scheduled time frame.
• Makes appropriate CalSAWS entries to indicate a no-show.
• Ensure appropriate notices are sent by CalSAWS.
• For applications requesting Medi-Cal, process the MC if applicable.

After the Interview

The EW:

• Reviews TS recording in Calabrio.
• Enters "Telephonic Signature" and the date on the client's signature line for the appropriate forms and sends to Imaging.
• Ensures all necessary entries were made in CalSAWS and all necessary referrals were completed.
• Authorizes the appropriate case results and issues the appropriate benefits.
• Processes IEVS and MEDS alerts.
• Sends the CW 2200 for any missing verifications.
• Sends the SOF, and appropriate R&R(s)/informational notices to the client.
• Documents intake interview in a CalSAWS Journal Entry using the CNT and adds a sentence stating which forms were telephonically signed by the client along with the date they were signed.
• Reviews MEDS after two days.
• Updates task to "Closed".
• Creates a manual "Intake Review/Reassignment" task and assigns it to their EW Supervisor. [CB 23-12].

The EWS:

• Reviews the case as appropriate.
• Reassigns the task to the "Intake Reassignment" task bank.

The Clerical Team:

• Monitors the "Intake Reassignment" task bank.
• Assigns the task to themselves and moves the case to the appropriate continuing caseload.

Closes the "Intake Review/Reassignment" task.