Phone Support

All incoming calls received through FC general number (408) 271-7400 are answered by FC Clerical and forwarded to the appropriate staff.

FC Clerical
1. Answers call,
2. Identifies case in CalWIN,
3. For active assigned cases, transfers call to assigned FC EW staying on line until FC EW answer call.
  1. Note: Forwards the call to Info EWS when there is no assigned FC EW.
4. Asks client if they want to leave a message when the assigned FC EW is not available.
  1. Transfers call to assigned FC EW or
  2. Transfers call to FC OD EW and when not available, then
  3. Transfers call to the assigned EWS or Info EWS.
5. Screens call to determine if the client has temporary or permanent letters of Legal Guardianship (LG):
  1. If the individual has the letters of guardianship or Temporary Guardianship through Juvenile court and there is no active case, then Advise client to contact assigned SW.
  2. If the individual has the letters of guardianship or Temporary Guardianship through Juvenile court and there is an active case, then
    1. Refer to assigned FC EW or
    2. Refer to FC OD EW or,
    3. Refer to Info EWS.
  3. If the indivudal Probate Legal Guardianship is not a Relative, then
    1. Forward LG packet to LG
  4. If the individual does not have the letters of guardianship, then
    1. Instruct the individual to call back when he or she receives the documents.
  5. If the individual Probate Guardian is a Relative, then
    1. Refer individual to apply for CalWORKs in district office.
6. Call is from a Legal Guardian (LG) and is potentially eligible for FC fundings.
  1. Sends the LG a packet which includes the following forms:
    1. SAWS 2 PLUS - Application for CalFresh, Cash Aid, and/or Medi-Cal/Health Care Programs,
    2. SCD 508 - Would you like to Vote,
    3. GEN 1365 - Language Services
    4. SCD 836 - Notice Cash Aid Lump Sum,
    5. CW 2.1 - Notice and Agreement for Child Support, and
    6. CW2.1 (Q) - Support Questionnaire

Phone Support

Related Topics