Telephone Applications

To preserve the application date for individuals applying for benefits, an application may be initiated by telephone. In these situations, designated clerical staff will gather the client’s essential information (names, DOBs, SSN’s, address, phone numbers etc.), perform Application Registration (App Reg) using the applicant’s Social Security Number and record the client’s telephonic signature. Refer to Contact Center Infographic - Electronic Signature Video (must be logged into CalSAWS).

Reminder: This process must also be used for GA apps.

App Reg Team
1. Receives warm transfer from the Application Phone Support Team and greets the applicant on the phone.
2. Identifies client in CalSAWS and MEDS to ensure application is valid.
3. Completes an Identification Intake Record (SCD 41) form and SAWS 1 or CF 285 for the applicant to establish the beginning date of aid.
4. Date stamps the SCD 41 and SAWS 1/CF 285 forms
5. Initiate process for Telephonic Signature, if not already completed.
6. In the event the Telephonic Signature could not be obtained, then follow these steps:
  1. If the Applicant has an email address, Then
    1. Send the applicant a SAWS 1 or CF 285 via Docusign to capture their signature.
    2. Review Docusign process with applicant if necessary.
  2. If Applicant Does not have an email address, Then
    1. App Reg application and assign to EW noting "Signature Needed" on application.
7. Ask the client if they already have an EBT card for Santa Clara County.
  1. If They already have one, Then
    1. A new card is not needed. Write “Has EBT Card” on the top of the SCD 41.
  2. If They already have one, but it is not for Santa Clara County or they do not have one, Then
    1. A new EBT card is needed for the applicant.
    2. Write “EBT Card Needed” on the top of the SCD 41

Telephone Applications

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