Escalation Process For Payments

The Escalation Process was developed to handle missing or incomplete information from FCE to DFCS/JPD for all Foster Care related programs, which includes ARC, Adoption Assistance and Kin-GAP. The Escalation Process was designed to ensure documents are processed in a timely fashion for both Intake and Continuing FCE related cases. 

  1. Triage
    1. Reviews documents and determines they are incomplete.
    2. E-mails from the Triage in-box assigned SW and SWS.
      1. E-mail must include “First Request” in the Subject Line.
      2. E-mail must include the sender’s name and the CalSAWS Case Number.
        1. If No Response Received five (5) working days after 1st e-mail is sent, then
          1. Sends a 2nd e-mail to the assigned SW and SWS, including the sender’s name.
          2. Includes “1st Resolution Request” in Subject Line and CalSAWS Case Number.
          3. Includes the FC EWS, FC SSPM, DFCS SSPM names on the Cc line of the e-mail.

          4. Note: Use “ssaPeopleSearch” on the intranet to find DFCS staff contact information.

        2. If no response received five (5) working days after the 1st Resolution e-mail is sent to the DFCS Resolution In-box, then 
          1. Sends a 3rd e-mail to the DFCS Resolution in-box.
          2. Includes “2nd Resolution Request” in the Subject Line and CalSAWS case number.
          3. Includes all previous e-mails with the sender’s name.
          4. Attaches the “Notice of Non-Payment” form (SCD 28) to the e-mail.
          5. Includes the FC EWS, FC SSPM, DFCS SSPM names on the Cc line of the e-mail.
          6. Prints copies of all e-mails and the SCD 28 and files them in the Temporary Folder.
    3. For verification(s)/document(s) received during Escalation, do the following:
      1. If ocuments are complete, then 
        1. E-mails DFCS Resolution in-box.
        2. Adds “Resolved” to the Subject Line.
        3. Forwards document(s) to FC Control Clerk for Intake Case Assignment.
      2. If Documents received are incomplete, then
        1. E-mails DFCS Resolution
        2. Includes “Urgent - Escalation Documents Incomplete” in the Subject Line.
        3. Returns document(s) to Pending Location.
  2. Intake FC EWs
    1. Intake EWs will follow the above Escalation Process and the Temporary Folders will remain with the assigned Intake EW.
      1. If additional documents needed, then follow the escalation process.
      2. If additional documents are not received at the end of escalation period, then forwards document(s) to FC Control Clerk to reassign case to “Pending Caseload.”
    2. FC EW Continuing.
      1. For ARC, Foster Care, and Kin-GAP cases:
      2. For DFCS cases, sends an e-mail 45 days before RD is due to the SW.
      3. For Probation cases, sends an email 45 days before RD is due to JPD_Foster_Care_Desk@PRO.SCCGOV.ORG.
      4. Reviews case on the first working day of the RD month when RD documents have not been submitted to FC EW.

        1. Note: There is no escalation for AAP, Wraparound, County Specific and Medi-Cal only cases.

        2. If no response on the first working day of the RD month, then 
          1. Sends a 2nd e-mail to the assigned SW.
          2. Includes in the subject line:
            1.  Re-determination
            2.  Due Date, and
            3.  CalSAWS Case Number.
          3. Includes the FC and SW Supervisors names on the Cc line of the e-mail.

          4. NOTE: Use “ssaPeopleSearch” on the intranet to find DFCS staff contact information.

        3. If no response 25 days before the end of the RD month, then 
          1. Sends a 3rd e-mail to the DFCS Resolution in-box.
          2. Includes “Urgent Re-Determination Request is Due” in Subject Line.
          3. Includes all previous e-mails with the sender’s name and CalSAWS Case Number.
          4. Includes the FC and SW Supervisor names and the names of the FC, DFCS SSPM on the Cc line of the e-mail.
          5. Example: RD is due in May. The RD documents were not received by May 5th. The FC EW will send the 3rd e-mail to the DFCS Resolution in-box.
        4. If no response Prior to NOA cutoff, then 
          1. Completes the RD for Medi-Cal Only. (Checks intranet for NOA cut off date) http://intranet.ssa.co.santa-clara.ca.us/calwin/calwin_calendars.html
          2. Allows CalSAWS to terminate benefits.
          3. Verifies Medi-Cal is still open.
          4. Forwards a copy of the discontinuance NOA to the assigned SW.
        5. If documents are received, then
          1. E-mails DFCS Resolution in-box.
          2. Adds “Resolved” to the Subject Line.
          3. Prints and sends e-mails to IDM.

Related Topics

Processing FC Relative Denial Including Miller v Youakim Intake and Continuing EW