Intake Office Lobby

Clients come to Intake offices to apply for benefits or employment services. All applications must be processed quickly and accurately.

Clerical staff are responsible for assisting clients with the processing of all types of applications.

Purpose of Visit

The client will enter the lobby and check in with the kiosk or greeter. If the client uses the kiosk for self-service for scanning documents, they will receive a receipt for the scanned documents. If a client wishes to be seen, the client may continue to interact with the kiosk or with the greeter. The kiosk or greeter will place the customer in the Reception Log, and a ticket will be printed and provided to the client who will then wait to be called. Clerical will monitor the Reception Log and call the client to the window, perform a Person Search, and determine the visit purpose.

Note: Kiosk choices will vary based on district office business process. For additional guidance, please see your supervisor or OMC.

If the Client...

Then the Clerical Staff will...

Has an appointment,

Initiate the Appointment via CalSAWS and follow the bulleted steps below to verify purpose of visit.

Is submitting an application and the case is unassigned,

Checks MEDS and CalHEERS databases information by using Social Security Number or name to identify the client.
If this is an emergency application, assign to a Worker to be seen on the same day.
If this is not an emergency, accept application and provide receipt if requested by the client and provide the application to the App Reg team for processing.

Has a pending case, and it is assigned,

Attempt to assist client and complete request and if able to do so, will generate a receipt as needed. Clerical staff will schedule appointment on behalf of client, if needed.
If Clerical cannot complete client request,
1. Assign to Worker ID in Reception Log.
2. Send Notification via CalSAWS.
3. Clerical will receive notification from CalSAWS when the worker updates the customer status in the Message Center.
4. Update the Message Center Alert or Reception Log.

Has an active, open case,

Direct client to assigned Contact/EW.
Assign to Worker ID in Reception Log.
Send Notification via CalSAWS.
Clerical will receive notification from CalSAWS when the worker updates the customer status in the Message Center.
Update the Message Center Alert or Reception Log.

Would like to apply for assistance,

Provide the client with a SAWS 1, SCD 41, and GEN 1365.
Ask the client to complete the forms and return them to the designated basket.
Checks MEDS and CalHEERS databases information by using Social Security Number or name to identify the client.
If records are found, prints MEDS screens and attach them to the SCD 41.
Provide the application to the App Reg team for processing.
NOTE: Refer to Courtesy Application section when client is applying and resides in another county.

Has been denied or discontinued and would like to reapply,

The case should be referred back to the EW based on these timelines.

	CalFresh	CalWORKs	Medi-Cal
Discontinued	Within 60 day	Within 30 days	Within 90 days
Denied	Within 60 days, only if the denial was due to a missed interview and occurred within 30 days of the application date, or if the initial appointment was missed but there's documentary evidence that the household contacted the county within 30 days of the application date, refer the client to the Eligibility Worker (EW) who denied CF.	Within 30 days	Within 90 days, if EW has given good cause

Is requesting a BIC,

Issue a temporary BIC
If Clerical cannot complete client request,
- Assign to Worker ID in Reception Log.
- Send Notification via CalSAWS.
- Clerical will receive notification from CalSAWS when the worker updates the customer status in the Message Center.
- Update the Message Center Alert or Reception Log.

Is dropping off documents

Copy, accept, and date stamp documents.
Place the forms in the designated inbox for the designated clerical team.
Assign to Worker ID in Reception Log.
Send Notification via CalSAWS.
Clerical will receive notification from CalSAWS when the worker updates the customer status in the Message Center.
Update the Message Center Alert or Reception Log.

Requesting EBT and has ID,

Complete "Client Electronic Benefits Transfer Request Form".
Provide instructions to complete PIN (form SCD2562).
Assign to Worker ID in Reception Log.
Send Notification via CalSAWS.
Clerical will receive notification from CalSAWS when the worker updates the customer status in the Message Center.
Update the Message Center Alert or Reception Log.

Requesting EBT but has no ID,

Ask client or EW (if necessary) questions to identify case.
Complete "Client EBT Request Form".
Provide instructions to complete PIN (form SCD2562).
Assign to Worker ID in Reception Log.
Send Notification via CalSAWS.
Clerical will receive notification from CalSAWS when the worker updates the customer status in the Message Center.
Update the Message Center Alert or Reception Log.

Is receiving aid in another county,

Complete cover form (SCD 41).
Update the Message Center Alert or Reception Log.
Create Task for eICT Request to Sending County.

Is known to CalSAWS,

Confirm the status of the assigned case:
- If CalWORKs/General Assistance (GA)/CalFresh (CF) has been discontinued less than one month, refers the client to the continuing worker.
- If Medical only and has been discontinued less than three months, refer the client to the closing worker at BSC.
- If CalFresh has been denied, refer the client to the intake worker.
- If the case is active at BSC for Medi-Cal and the client is not applying for Cash/CF/GA, contact BSC and forward documents/application.

Would like to see the worker and the worker is in the office,

Refer the client to the phones to call his/her worker directly.

Would like to see the worker and the worker is out of the office,

Refers the client to phones to contact the Officer of the Day (OD).

Note: For Minor Consent Medi-Cal, client is referred to triage with the MC 210 form.

Special Accommodations

A Reasonable Accommodations poster titled “Need Additional Assistance” (SCD 2372) is required to be displayed at office lobbies. The poster informs clients of their rights to notify county staff of a disability such as:

hearing or speaking impairment;
difficulty walking, sitting, or standing for a long time;
the need for a sign language interpreter;
the need for information in Braille;
assistance with completing a form or understanding complicated instructions.

Staff is required to work with the client to find a way to help and accommodate the client. The contact information for SSA’s Civil Rights Coordinator is included in the reasonable accommodations office poster.

Special Accommodation Case Flags

At the point of contact with the client, SSA staff must identify individuals who may require a reasonable accommodation. This identification is done through the selection of a case flag that is linked to Special Accommodation (SA) indicators, or American's with Disabilities Act (ADA) disability Worker Action flags, which ensures that SSA staff offer and continue to provide reasonable accommodations without the client having to re-request the accommodation, or the worker having to re-identify the client’s need for an accommodation. When the indicator is selected in the Case Flag List page, an ADA disability icon (red wheelchair) will be displayed to the worker on certain pages. The following are some Case Flag usage examples:

Visual Accommodation (Examples: Requires large font, or braille services.)
Audio Accommodation (Examples: Requires hearing devices and/or tape recorders, or is hearing impaired and needs other audio aids.)
Physical Accommodation (Examples: Requires client be seen sooner when standing in line using crutches, or needs a home visit, or comes into office with service animal.)
Literacy Accommodation (Examples: Due to cognitive, speech impediment, learning disability, requires reading out loud and/or repeating phrases; or due to inability to read/write in their primary language, needs an accommodation.)
Language Accommodation (Examples: Requires a special accommodation pertaining to the language, such a request for providing his/her own interpreter.

Important: The Language Accommodation Special Indicator is to be used only when the client requires a special accommodation pertaining to the language. The indicator is also to be used to specify the following CalSAWS language codes that are general and not language specific: “Other Chinese,” ‘Other Sign Language,” or “Other Non-English.” The language indicator is not to be used to duplicate existing CalSAWS language coding procedures, or to be used to replace existing case language coding procedures.

Refer to JA Flagging - Create and Assign to Cases for additional instructions for case flagging.

Note: For information on requesting document translation, please refer to the Common Place Handbook, chapter 23, the topic for Document Translation Requests by DEBS Staff.

Documentation

When the special accommodation/ADA case flag is used, the accommodation needs to be narrated in the Journal Detail page and should describe how the client will be accommodated.

Example:Example:An English speaking client discloses that due to illiteracy, he is not able to read forms and has difficulty listening when spoken to at a fast pace. The ADA case flag is created and Journal entry as follows, “Client is illiterate and needs to have forms and notices read slowly.”

Cell Phone Charging Station

A charging station is available for client use in the Benefits Assistance Center (BAC) lobby. Clients may plug their phone in and let it charge while they wait nearby. Charging cords are available at the charging station and are first come first serve.

Client
1. Inquires on possibility of using the charging station to charge their personal cell phone.
CST/Greeter/EW
1. Informs client the charging station is available for use.
2. Explains where the station is and informs client to read the Charging Station sign located at the charging station prior to using the charger.
3. Asks client to use the clip board located at the charging station to note the date, time and type of phone they are using. Informs client that the type of phones being charged are being collected to better serve clients in the future.
4. Informs the client to stay nearby while charging their phone. The County is NOT responsible for lost or stolen cell phones.
Client
1. Reads Charging Station sign.
2. Writes Date, Time and Type of Phone on clip board.
3. Uses the appropriate charging cord for their phone type.
4. Stays nearby the Charging Station while their cell phone is being charged.
CWES Helper
1. Monitors the Charging Station and ensures clients are completing the clip board information.

Do’s and Don’ts of Charging Station Usage

Don’t allow phones to be left unattended (client’s must stay nearby at all times).
Do encourage clients to read signage posted at the charging station.
Don’t pull or cut charging cords.
Do inform Greeter or CST if there is a problem with the station.
Don’t allow children to hang on the shelf.
Report destructive activity to the Protective Services Officer immediately.

Inter-Office Applications

When the aid for which the client is requesting is specialized in another office, or the client’s zip code belongs to another District Office, the office where the client is applying must take an inter-office application. Follow the steps below when an inter-office application is taken:

Inform client that the aid requested is specialized however, the initial paperwork will be taken at this office and an appointment scheduled for the client.
Obtain an application and SCD 41 from the client.
Call the office where the client will be interviewed and schedule an appointment for the client.
Provide the client with an intake packet and the appointment letter. Directions must also be provided if the client does not know where the new office is located.
Scan and email the application and SCD 41 to the appropriate District Office.
Scan and Image the application and SCD 41 to the case and follow office procedures to destroy original application.

Courtesy Applications

The following steps must be followed when the applicant who resides in another county applies for aid in our county, or when the applicant is requesting aid on behalf of a relative or friend who resides in a county outside of Santa Clara.

Provide and obtain standard paperwork (Application, SCD 41 and the appropriate application packet), as if the client were applying for aid in Santa Clara County.
Handwrite “Courtesy Application” on the top right-hand corner of the application.
Schedule a regular appointment for the client with an Eligibility Worker:
1. If the client is applying for Medi-Cal only, then...
  1. place the application in the designated inbox for Application Registration.
  2. Note: The initial county must determine Medi-Cal eligibility, issue benefits, then initiate ICT to the client’s county of residence as appropriate.
2. If the client is applying for other assistance program (CalWORKs, CalFresh, etc.), then...
  1. Note: The assigned worker forwards the complete set of paperwork to the county of residence.