102-3          TELEPHONE INTERVIEWS

Interviews can be conducted face-to-face, by phone or, in rare circumstances when a face-to-face or phone interview is not possible, by correspondence. The caseworker may require a face-to-face interview if they determine it is appropriate to the situation unless attending in person is a harship to the household. A face-to-face interview must be requested by the household.

When conducting telephone interviews, staff must verify the identity of the person over the phone to ensure client confidentiality. Staff must ask the person to verify the last four digits of their Social Security Number and date of birth, and ensure that it matches with the information the applicant provided on their application. This information must also be documented in EIS CANO Case Notes. Refer to Addendum 109 A for additional information on documenting this information.