Scheduling of Interviews

Notice of Expiration of Certification (NEC)

The CalFresh Notice of Expiration of Certification (CF 377.2) must be used to end the certification period and is the only notice required if the household does not complete the recertification process.

Note: If the recertification interview is completed and the application is signed by the client, an eligibility determination must be made and an approval or denial NOA must be issued.

Telephonic Contact to Schedule an Interview (AB 79)

EWs must call the client to schedule an interview at a time that is mutually convenient for both the EW and the client. If an agreed-upon time cannot be determined, the EW will inform the client an interview will be scheduled for a later date, and an appointment letter will be sent. The EW should also inform the client that they may contact the worker before their appointment if they need to reschedule. A written notice of interview appointment must be sent in addition to scheduling an RC interview by telephone contact.

When scheduling an interview with the client, EWs must inform clients that a face-to-face interview option is available for them.

EWs must document when and how the interview was scheduled with the client. If the EW attempts to make telephonic contact and cannot reach the household, the EW must document the case record of the attempt to contact the household.

Recertification Appointment

EWs must send clients an Appointment Letter (GEN 102) to notify the scheduled interview for recertification. The GEN 102 informs the client of the date and time of the telephone interview and the option to request a paper application to be mailed.

Scheduling CalFresh Recertification interviews in the Prior Month 

For CalFresh only recertifications, interviews may be conducted prior to the recertification (RE) month if:

• The Notice of Expiration of Certification (NEC) has been sent, and 
• The Appointment Letter has been issued with sufficient notice. 

Important: System entries must not be completed until the RE month in order to preserve the original certification period.

Example:Example:

Notice of Missed Interview (NOMI)

When a client misses a recertification interview, EWs are required to send a Notice of Missed Interview (CF 386).

The following chart provides examples about when to send a NOMI:

IF...	AND...	THEN...
The County sends a: NEC, RRR packet or GEN 102 with the date and time of a scheduled interview	The household mails the re-application form back but does not attend the scheduled interview,	The EW must send a NOMI because the household missed the interview.
The County sends a: NEC, RRR packet or CalSAWS with the date and time of a scheduled interview	The household fails to return the recertification packet back and fails to attend the scheduled interview,	The EW must send a NOMI because the household missed the interview.
The County sends a: NEC, RRR packet or GEN 101 with the date and time of a scheduled interview	The household contacts EW to reschedule the face-to-face or the telephone interview,	The EW must send a NOMI because the household missed the first scheduled interview.

Personal Contact after Sending the NOMI

EWs must attempt to make personal contact with a household for RC before terminating benefits. When a household misses its scheduled interview, the EW must call the client no later than the 20th of each month and ask if the household can complete the RC interview over the phone. If yes, process the RC following the normal business process.

If the EW cannot reach the household, the EW must document in the case record that an attempt to contact client was made to complete the RC interview.

If the EW calls the household to complete an interview, but the client cannot complete the interview, schedule the interview at a mutually feasible time for both the EW and the household and case comment.