107-2          ACCEPTING CHANGE REPORTS

Clients may report changes in person, in writing, by email, or by phone. When clients report a change, staff must accept and document each report of change and examine the nature of the change to determine if action is required.

If action is required, it must be taken within the timeframe allowed by the specific program. Staff must also examine the reported change to determine if it affects any other public assistance case. The caseworker is responsible for seeing that changes are made on all related cases.

107-2 A.      INFORMATION TO DOCUMENT WHEN ACCEPTING A REPORT OF CHANGE

It is important that the person who receives the change report documents the following information:

• Who reported the change

• Who received the report

• The date the report was received

• The date the change took place

• The method used to report the change

• Verification received or requested

• Action taken

Staff responsible for accepting reports of change will be trained in basic program requirements and interviewing techniques. It is essential for staff to obtain all the necessary and available information when accepting reports of change.

When someone other than the client reports a change, staff should attempt to gather as much information as they can, always taking care to avoid violating the client’s right to confidentiality.

Reports from representatives of other agencies, public or private, may also involve protecting client confidentiality.  In taking these reports, use every opportunity to instruct the reporter in what type and extent of change information is necessary, so that he or she can better serve the client in the future by giving the agency the best and most complete information.

107-2 B.      PROCEDURE FOR PROCESSING REPORTS OF CHANGE

The office that receives the report of change will work the case. When a report of change is received, the caseworker will review the change and determine if more information or verification is needed to determine eligibility. The caseworker must do a CANO Case Notes entry of the action taken. The caseworker is also responsible to check if there are other related DPA Division of Public Assistance cases, Native TANF Temporary Assistance for Needy Families cases in EIS Eligibility Information System, and case managers who need to know about the reported change. Refer to the HowWe Guide for additional information about processing a report of change. Also refer to the program manuals for specific program instructions.

1. CHANGE IS REPORTED IN-PERSON

If a client comes into a DPA Division of Public Assistance office to report a change, the client will be given a GEN 55 Report of Change form. Date stamp the completed GEN 55 Report of Change and route it to the functional unit assigned to the case.

2. CHANGE IS REPORTED BY PHONE:

Changes reported by phone must be documented on CANO Case Notes. Staff accepting the report must ask pertinent questions while the reporter is on the phone. This alleviates the need for making a second phone call and ensures the change is processed timely and accurately.

3. CHANGE IS REPORTED IN WRITING

Date stamp written reports of change the same day they are received in a DPA Division of Public Assistance office.  If the clerical unit receives the report of change, immediately forward reports of change to the appropriate functional unit for processing. The change must be worked to the fullest extent possible.

4. CHANGE IS REPORTED BY EMAIL

If a change reported by email is not received in the appropriate functional unit email box, forward the email

immediately to the appropriate functional unit.

5. ADDRESS CHANGE REPORTS

Staff may act on a report of mailing and/or residence address changes by updating the ADDR Address Screen screen, documenting the action on CANO Case Notes, and forwarding the report to the appropriate functional unit either through email or setting an alert on ETAL ET Alerts.

Exception:

This procedure does not apply to cases assigned to OCS Office of Children's Services (060). Reports of address change received for cases assigned to OCS Office of Children's Services must be forwarded to the OCS Office of Children's Services eligibility staff to be processed.

Important note for SNAP Supplemental Nutrition Assistance Program cases: The SNAP Supplemental Nutrition Assistance Program benefit amount is based on the household’s residence address. Caseworkers must go through the FSAD Food Stamps Allotment Determination screen to update the change on EIS Eligibility Information System whenever a residence address is made on the ADDR Address Screen.

107-2 C.      FLOWCHART FOR PROCESSING REPORTS OF CHANGE

Addendum A outlines the workflow process on how changes are handled as they are received.

107-2 D.      STANDARD ALERTS aND TASKS USED IN EIS Eligibility Information System AND ARIES Alaska's Resource for Integrated Eligibility Services

Staff must use the standard format for alerts and tasks in EIS Eligibility Information System and ARIES Alaska's Resource for Integrated Eligibility Services as outlined in the HowWe Guide Addendum 9 Job Aid.