104             CASELOAD MANAGEMENT

DPA Division of Public Assistance offices must establish and maintain an effective caseload management system.  Effective caseload management provides families with quality and responsive customer service. Each office is responsible for:

• Providing clients with as much knowledge as possible about the requirements and benefits of the programs;

• Informing clients about their responsibilities;

• Establishing workflow procedures that ensure easy client access for reporting changes and obtaining information;  

• Ensuring that reports of change, complaints, and inquiries are acted upon within required timeframes;

• Maintaining and using the EIS Eligibility Information System system for tracking ongoing casework and anticipated changes;

• Reviewing caseload reports on a regular basis to monitor the status of each case and the authorization and issuance of benefits; and

• Utilizing forms and logs to ensure benefits are issued correctly and timely.