Telephone Answering Guidelines

The following provide guidelines for situations in general. Specific situations can be handled as per district office procedures.

  • All incoming telephone calls should be answered from 8:00 a.m. to 5:00 p.m. by a designated clerk, including the lunch hour. 
  • Calls regarding cases must be identified to verify the status of the case and the current worker. Use CalWIN to identify every client using their case number or SSN or Name and DOB. 
  • If a client has an active case in another district office and would like to speak to his/her case worker, use CalWIN Inquiry to give the client the worker’s name and phone number.
  • If a client has an active Medi-Cal case with CalFresh and/or cash aid discontinued more than one FULL calendar month, and the client would like to apply for CalFresh and/or cash aid, advise the client of their options;
    • Apply online through MyBenefits CalWIN, or
    • Call into the nearest intake office to apply for CalFresh and/or cash aid by telephone, or
    • Come in to apply in person between 8:00 am and 5:00 pm at the district office located closest to them.
  • If a client indicates an emergency situation exists and the worker is not available, the caller will be referred to the unit supervisor or designated worker. 
  • If a caller indicates that the worker has not responded to previous messages, notify the designated person, as per district office procedures.
  • Clerical staff perform an invaluable service in screening calls, but should NEVER act as a substitute for others having primary responsibility.
  • Direct telephone numbers for supervisors or managers must NOT be given to callers, unless instructed otherwise as per district office policy.
  • If a client indicates that he/she has been transferred several times, assist the caller by staying on the line until the situation is resolved. 
  • Do NOT give out the telephone number to Fiscal or the Control Clerk.
  • If the case worker is out of the office, advise the client that their worker is not in today and ask if they would like to leave a message on their voice mail. If they agree, transfer the call. If the client states it is an emergency, find the OD or Supervisor for the unit and transfer the call to him/her. 
  • If a client has a pending case with an EW assigned, you may transfer the call to that EW.
  • If no record is found and the caller wishes to apply, advise the caller to:
    • Apply online through MyBenefits CalWIN, or
    • Call into a district office to apply for CalFresh and/or cash aid by telephone, or
    • Come in to apply in person between 8:00 am and 5:00 pm at the district office located closest to them.
  • If the caller wants to apply for Medi-Cal only, let him/her know he/she can apply by mail, phone or online at MyBenefits CalWIN.

Related Topics

Introduction

Telephone Answering Policy

Telephone Technique

Telephone Answering Procedure

Telephone Answering Guidelines

California Relay Services (CRS)

Personal Telephone Calls

Department of Employment and Benefit Services Collect Calls

Threatening Calls/Bomb Threat Procedures

Confidentiality