Escalation Process

Any questions concerning the ICT case must be addressed to the EW of record in the sending county.

  • Counties are expected to respond to ICT questions from other counties with seven (7) working days.
  • Failure on the part of the sending county to respond to requests from the EW within 7 working days should be escalated to the EWS.
  • EWS will attempt to contact the EWS in the sending county to resolve any outstanding issues.
  • If the EWS does not receive a response from the sending county after three (3) working days, they will escalate the issue to the SCC ICT Coordinator.

The SCC ICT Coordinator will contact and work with the ICT Coordinator from the sending county to resolve the outstanding issues.

  1. The EW:
    1. Attempts to contact sending county EW by phone and/or email.
    2. Clearly provides the name and direct phone number for the other county to return the call or respond by email.
    3. Documents in Journal Entry each attempt, including the name, phone number, and email address of the EW in the other county.
    4. If no response is received after 7 working days, emails the supervisor with the case details and requests to follow up.
  2. The EWS:
    1. Attempts to contact sending county EWS by phone and/or email.
    2. Clearly provides the name and direct phone number for the other county to return the call or respond by email.
    3. Documents in Journal Entry each attempt, including the name, phone number, and email address of the EWS in the other county.
    4. If no response is received after 3 working days, emails the SCC ICT Coordinator (at ICT@ssa.sccgov.org) the case details and request to follow up.
  3. The SCC ICT Coordinator contacts the other county (EW, EWS, and/or ICT Coordinator) to help resolve the outstanding ICT issues.

Note: Always check MEDS to see if the case has been updated by the other county.

ICT Coordinators

A list of ICT Coordinators is maintained by the CalSAWS/SAWS Consortia. EWs should not contact other county’s ICT Coordinators directly. Only the designated ICT Coordinator for Santa Clara County should contact an ICT Coordinator in another county.

The contact information for the SCC ICT Coordinator is as follows:

Benefits Assistance Center
1867 Senter Rd.
San Jose, CA 95112

email: ICT@ssa.sccgov.org

Telephone: (408) 758-4524

Fax: (408) 295-9177

Related Topics

Inter-County Transfer (ICT) Overview

eICT Procedures

Overpayment Claims and Redeterminations