ICT Escalation Process

Any questions concerning the Intercounty Transfer (ICT) case must be addressed to the Social Services Benefits Specialist (SSBS) of record in the sending county.

As a reminder:

  • 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 SSBS within 7 working days should be escalated to the Social Services Benefits Specialist Supervisor (SSBSS).
  • The SSBSS will attempt to contact the SSBSS in the sending county to resolve any outstanding issues.
  • If the SSBSS does not receive a response from the sending county after three (3) working days, they will escalate the issue to the Santa Clara County (SCC) ICT Coordinator.
  • The SCC ICT Coordinator will contact and work with the ICT Coordinator from the sending county to resolve the outstanding issues.

 

The following details Santa Clara County's internal process when escalating ICT cases:

Who Action
SSBS
  1. Attempts to contact sending county SSBS 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 SSBS 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.
SSBSS
  1. Attempts to contact sending county SSBSS 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 SSBSS 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.
SCC ICT Coordinator Contacts the other county (SSBS, SSBSS, and/or ICT Coordinator) to help resolve the outstanding ICT issues.

 

Refer to Section 14 of the CalSAWS-ICT Protocol for additional information. 

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 CalSAWS. SSBSs 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