1004              SUPPORTIVE SERVICES

Supportive Services (SS Supportive Services) are financial, social or other services which help families to go to work and improve their quality of life.  Work Services include a variety of supports to help clients get, keep, and advance on the job.  SS Supportive Services are used to aid in client engagement in activities appropriate to employment or employment readiness.  The need must be specific, identified in the FSSP Family Self Sufficiency Plan, directly related to an approved activity, employment opportunity, or the potential for job advancement or work readiness activity.

The need for SS Supportive Services will be proactively assessed and discussed during the intake and employability assessment as case managers identify a client's potential challenges to achieving full engagement in their FSSP Family Self Sufficiency Plan.  Planned use of SS would consider the full range of the family's issues and abilities to meet their own needs.  All planned SS Supportive Services should be listed on the FSSP Family Self Sufficiency Plan.

All requests for SS Supportive Services and the authorization or denial of SS must be fully documented in CLNOs, including a reflection of these discussions.  

It is a DPA Division of Public Assistance requirement that supportive services be either provided or formally denied by the WSP Work Service Provider within three working days from the date of request by the client.

1004-1           WHEN TO PROVIDE SUPPORTIVE SERVICES

1. Supportive services are expected to be provided in a proactive manner according to the client's current or anticipated need, and must include consideration of local resources and partner agencies that can provide services without charge or in partnership.  The urgency of the client need must also be considered.

Case managers and clients will regularly reassess changes in circumstances and how this affects work-related needs.  There are also some critical stages clients go through as they move from welfare to self-sufficiency.  Some examples of times when new work related needs should be discussed are:

• Starting (or ending) a job;

• An increase or decrease in hours or wages;

• Change in job duties at work;

• When updating their Family Self-Sufficiency Plan (change work, work readiness or family support activities);

• If the client moves;

• Gets (or loses) a vehicle; or,

• A change in who lives with them.

The client's personal resources, such as Permanent Fund Dividends (PFD Program Integrity & Analysis/Research Analysis) and income tax returns are to be considered prior to authorization of a service.  Engage in a conversation regarding their plans for use of their financial resources early to help the client plan ahead and consider their options to maximize their resources.

Each request must be examined to determine if the client truly has a need for the service and if it will assist the family in progressing towards self-sufficiency.  If the WSP Work Service Provider has questions regarding appropriateness of service use, clarification can be requested from WSTA@alaska.gov.

Thorough documentation must be noted in CLNO Client Notes's for each authorization of SS Supportive Services.

2. Supportive Services are not an entitlement.  Work Services staff will determine when the issue SS Supportive Services to clients.  Payments are based on individual circumstances and individualized FSSP Family Self Sufficiency Plans, so there is no simple and clear way to identify whether an individual payment should be made beyond the general guidelines given here.

Some agencies have their own procedures to determine when to authorize SS Supportive Services.  The Work Services Provider (WSP Work Service Provider) will follow their agency's protocols as well as the guidance below:

 It may be appropriate to provide SS Supportive Services to clients who are working and/or engaged in other approved work or self-sufficiency activities when:

• Meeting the identified need is essential to maintaining their work and/or participating in their FSSP Family Self Sufficiency Plan activities;

• The unmet need is interfering with their ability to work or progress in their self-sufficiency goals;

• Meeting the need is expected to significantly improve their changes in job advancement, increase their income, or progress in their FSSP Family Self Sufficiency Plan; and,

• There is no other way to meet the need.

NOTE:  Clients are not eligible for supportive services while in penalty until they express willingness to re-engage in their plan.  Supportive services must be made available as necessary for their re-engagement.  Supportive services may never be withheld to force compliance with administrative expectations, for example:  turning in Work Verification paperwork.

3. Before providing SS Supportive Services payments, case managers will work with the client to explore alternative resources available to meet the need.  This process includes:

• Problem solving - help families to anticipate problems and identify solutions for future needs.  Even when the Case Manager provides SS Supportive Services, he/she must take the opportunity to help the client prepare and plan for the time when supports are no longer available;

• Budgeting and identification of other income - authorize SS Supportive Services when there is no other way to meet the need.  Sometimes budgeting can help the client meet the need on their own.  Ask the client to contribute what they can to the purchase of the service - to "co-pay" for the service or item;

• Identification of natural supports (friends, family, etc.) - every family has different strengths and needs.  Supportive Services should be tailored to each family and determined on a case-by-case basis.  The clients should be able to identify their network of family and friends who may be able to help; and,

• Access of community resources - link clients to community resources.  While charitable organizations and agencies may not have the funds or specific service needed, the client will know who to access that organizations resources when they are self-sufficient and Work Services are no longer available.

4. Case managers will work with clients to ensure they identify and use resources other than SS Supportive Services whenever possible.  However investigation of other resources should not take so long that the unmet need interferes with client participation and success with their self-sufficiency plan.  The urgency of the need and the time the client has available to invest in doing things outside of their job or other activities shall be balanced with the investigation of alternative resources.

 If the Case manager is unsure about whether to authorize a SS Supportive Services, consider the following:

• Discuss the situation with involved partner agency staff or staff from the WSP Work Service Provider team who might offer helpful information or perspectives;

• Talk with a supervisor about the case; and,

• Be as specific as possible in identifying why a question exists about authorizing the service.  Consider whether the client needs to provide more information or do more to help you make a good decision.

5. If Work Services staff decides not to authorize a requested SS Supportive Services, they should discuss the decision with the client and try to help the client meet the need through other resources.  Any denial of SS Supportive Services must be documented in CLNO Client Notess.

6. There are no caps on how much an individual client can receive in SS Supportive Services per program year.  However, SS Supportive Services funds are a finite resource; each agency shall have protocols in place to manage their budgets to ensure SS Supportive Services are available to all clients throughout the program year.  Some supportive service categories have maximum allotments as defined in WSPM section 1004-2.

NOTE:

If an adult family member is employed at the time the Temporary Assistance case closes, the family is eligible for up to 12 months of extended case management services.  Supportive services may be provided during the Post-TA period if the client demonstrates the need for assistance in connection to maintaining employment or advancing on the job.  If a case closes because they no longer have an eligible child in the home, as opposed to closed with employment, they are not eligible for Post TA.  However, if a case closes with employment, and the eligible child has an allowable absence from the home the client may continue to receive Post TA SS for the remainder of the 12 months (ATAP Manual section 711-7).

1004-2           USING SUPPORTIVE SERVICES TO SUPPORT GOALS OTHER THAN EMPLOYMENT AND SAFETY

While SS Supportive Services are intended to help a client progress in getting, keeping or advancing in a job, they may sometimes be used to meet needs which directly support a client in attaining self-sufficiency through an avenue other than employment, or when the safety of the family depends on meeting a specific need.  The most common uses of SS Supportive Services in these cases are:

• When a client is disabled and is pursuing self-sufficiency through application for SSI Supplemental Security Income, SS Supportive Services may be used to provide for professional application and benefits counseling when needed (WSPM 1010-3).

• When a family needs immediate assistance to flee a domestic violence situation and family, friends or a shelter are not an option for the family, Emergency Shelter or Relocation SS Supportive Services may be used to provide safety for the family.

1004-3          WHAT SUPPORTIVE SERVICES CANNOT BE USE FOR:

Basic needs, such as heat, telephone service and electricity are to be funded by a family's Temporary Assistance grant and therefore may not be funded with SS Supportive Services.  Court-ordered fees and fines are the responsibility of the client.

1. Heat & Electricity for their home is not something a family should be without.  If a client cannot pay to maintain their heat and/or electricity, they may apply for help from DPA's Heating Assistance Program (HAP) or other charitable organizations.  Weatherization assistance may be available through the Rural Alaska Community Action Program (RurAL CAP), Weatherization Assistance Program (WAP Weatherization Assistance Program) or other programs which can help reduce the cost of heating in the future.

2. Telephone service can be vital in searching for employment.  If a client cannot pay to maintain their phone, or cannot afford to pay for initial and installation costs, they should apply for Lifeline & Link Up, which works with local telephone companies to significantly discount phone and installation fees.  Internet service, cable or satellite television, cell phone, long distance telephone services, caller ID, call waiting, and other add on services are NOT basic services.

3. Court-ordered fees and fines are the responsibility of the client, including but not limited to surcharges, restitution, DMV fees, attorney fees, electronic monitoring fees, or fees for court-ordered classes such as anger management and drug and alcohol education.

4. Subsistence activities as a community work experience (CWE Community Work Experience) supportive services are not available (e.g., gas for snow machines, bullets, or fishing gear) for CWE Community Work Experience subsistence activities, due to their voluntary nature (Lack of penalty for non-compliance).

5. Internet services for self-employment purposes may be considered on a case by case basis and must be approved by Work Services through the WSTA@alaska.gov.

1004-4             SUPPORTIVE SERVICE CODES AND DEFINITIONS

Auto Repair (AR)

Auto repair is one of the most costly SS Supportive Services.  Repairs may be minor, or be significant and beyond the value of the vehicle.  Authorize reasonable car repairs only when other methods of transportation to and from work or approved activities are unavailable or unreliable.  Pay only for the cost of an automotive mechanic's labor charges and/or the cost of replacement parts necessary to repair a participant's personal vehicle.  Expect the repairs to return the vehicle to a safe and reliable working condition.

An auto repair shop must confirm in writing the need for the repairs and their estimated costs, and must conduct the repairs or supervise them.  Use discretion in requiring additional estimates.

Assessment Testing (AT)

Professional assessment and evaluation of strengths, challenges to employment, and/or eligibility for community services needed (not covered by Medicaid).

Basic Education (BE)

Cost of approved basic education including workshop fees, tuition, books, and lab & activity fees not covered by WIA, DOL Department of Labor, UA or other available resources.

Bus Tokens (BT)

Lack of transportation is one of the most common challenges to employment.  For clients who do not have their own vehicle, the bus or other alternate public transit system may be their primary means of getting to and from work.  Use the Bus Transportation code (BT) when SS Supportive Services are used to pay for public transportation.

Car Insurance (CI)

Liability car insurance policies can be paid by SS Supportive Services.  Car insurance is an ongoing expense that must be worked into the family's budget.  It is extremely important to review this with clients to ensure that they can cover the ongoing cost of maintaining car insurance.  SS Supportive Services for liability insurance cannot exceed a 12-month term.

In rare cases Work Services can provide comprehensive car insurance funds.  Funding of comprehensive insurance cannot exceed 3 months and may be issued under the following circumstances:

1. It is required by their employer.  Budgeting must include looking at wage progression and job advancement to ensure that the client will be able to take over the insurance costs in the future and that the job is one that can become the basis of, or is a step towards, long-term self-sufficiency.

2. They are making loan payments on their vehicle; work with the client to plan how they will pay their own car insurance payments within three months.  If the client cannot maintain the insurance payments on their own in this period of time, the client may need help to explore the option of selling or trading the vehicle in on one they can afford.

NOTE:  High-risk liability insurance (SR-22) cannot be purchased under any circumstance.

Counseling Services (CL)

This Service is used when an assessment, medical referral or case history identifies counseling (individual or group) as a way to develop and build on strengths which will support employment or remediate challenges that interfere with employment.  It may also be used to purchase assistance for disabled clients who are pursuing self-sufficiency from the Temporary Assistance program through application of SSI Supplemental Security Income benefits.

Individual or group counseling supports client employability through improved life skills, safety, health or abilities.  For clients with certain challenges, such as mental health, substance abuse or domestic violence, Medicaid may pay for a limited number of counseling visits if recommended by a health care professional.

Counseling services may be provided with SS Supportive Services funds while a client is on a waiting list for a Medicaid provider or when Medicaid approved sessions have been exhausted but are still documented as necessary by the counseling or medical provider.

Community resources are often available and are sometimes available at a sliding fee scale or at no charge (for instance, Alcoholics Anonymous support groups are free).  Supportive Services may assist clients with co-pays and the cost of visits recommended by health professionals if those visits are not covered by Medicaid.

Disabled clients who need assistance in applying for SSI Supplemental Security Income benefits may receive counseling services to fund individualized assistance and benefits counseling.  Assistance in applying for SSI Supplemental Security Income and benefits counseling is sometimes provided by non-profit agencies (such as the Disability Law Center) for free.  Supportive Services may be used when the vendor's service is the client's best option at establishing eligibility for SSI Supplemental Security Income benefits.

Case Management Services (CM Case Manager)

Intensive and specialized case management, outside the scope of Work Services, and provided by an entity other than the WSP Work Service Provider.  Services provided by the WSP Work Service Provider are not billable as SS Supportive Services.

Driver's License (DL)

If the client lacks a driver's license and needs one to engage in assigned activities, then authorize payment for the actual cost of fees charged by the Alaska Division of Motor Vehicles.

The cost of a commercial driver's license, or another license needed to enter a driving occupation, must be paid through the "Professional License" Supportive Service.

Emergency Shelter (ES)

Housing must be addressed immediately during the intake assessment.  As soon as a family presents with a housing need, every effort should be made to assist them in finding or maintaining safe and affordable housing.  This may include a referral to local housing assistance programs and application assistance if necessary.

If a family is homeless refer them to a shelter, if space at a shelter is not available in your community, or their place on a Housing Assistance wait list makes it unlikely that they will receive subsidized housing assistance soon, every effort should be made to help the family find an alternate housing arrangement.  Options include family, friends, relocation or finding an apartment with a short-term or monthly lease which would help build positive rental references.

When due diligence has been exercised and no alternative resources or shelter can be found, it is appropriate to provide emergency shelter SS Supportive Services.  Emergency shelter is intended to:

1. Assist clients who are working or pursuing employment with moving to a place closer to their work or potential employment.  This is intended for clients whose commute to work and childcare is excessively long, prohibitively expensive, or a challenge to self-sufficiency;

2. Assist clients who are engaged in full time activities, and cannot meet the high costs of initially securing housing such as paying first and last month's rent and it is necessary for them to relocate to maintain their job;

3. To assist families who have already paid rent, but who have an immediate need to change their housing for reasons outside of their control i.e., to accept employment, to escape domestic violence, leave unsafe living conditions or their rental or lease agreement has been vacated by the property owner; or,

4. To pay unmet housing costs caused by unanticipated losses of income.  This should only be done when there are no other resources available and a family's living arrangement is in jeopardy.

NOTE:  This SS Supportive Services is to help families with an immediate emergency, or one-time need for initial funds to secure housing, using emergency shelter funds in excess of first and last month's rent is not appropriate.  This service cannot be used to pay deposits.

Grooming (GR)

Grooming SS Supportive Services typically includes haircut and style, or beard grooming.  Pay for grooming costs, if doing so improves the client's chances at getting, or if needed, to accept paid employment.  Adult hygiene supplies such as soap, shampoo, deodorant, feminine hygiene products, and laundry supplies may also be included in this category.

Gas Voucher (GV)

For clients who have their own vehicle or are getting reliable rides from someone within their support system, gas vouchers (or cards) may be used to subsidize their fuel expenses.  While this is one of the most common and important SS Supportive Services Work Services offers, it should not be provided to clients automatically.

As working clients increase their income, they should be able to pay for more of their own transportation expenses.  Help clients budget for ongoing fuel costs, pay what they are able, and plan for when this supportive service is no longer available to them.

Interview Clothing (IC Incapacatated)

To be successful in work search, clients must wear the appropriate clothes.  Clearly, what is appropriate for an interview depends entirely upon the job the client is applying for and the customs of the local labor market.  Advise the client to use discretion in selecting clothing so that the clothing need can be met at a reasonable cost.  Clients may also choose amount approved vendors to find the clothes that best suit their need for the best price.

Only the clothing essential for success at the interview(s) can be authorized.  This is not a general clothing allowance.

Job Development and Placement (JD Job Developer)

Development of a job or placement performed by a vendor, outside the scope of Work Services, and not available through partner agencies such as DOL Department of Labor or DVR.  JD Job Developer activities through the WSP Work Service Provider are not billable as SS Supportive Services

Job Search Assistance/Placement (JS Job Search)

Specialized or intensive job search assistance, development and placement outside the scope of work services and not available through partner agencies such as DOL Department of Labor or DVR.  JS activities through the WSP Work Service Provider are not billable as SS Supportive Services.  

Life Skills Training (LS Life Skills)

Cost of approved life skills training including workshop fees, tuition, books, and lab & activity fees not covered by WIA, DOL Department of Labor, UA or other available resources.  LS Life Skills activities through the WSP Work Service Provider are not billable as SS Supportive Services.

On-The-Job Training (OJ)

Reimburse employers for their costs while clients are working in On-the-Job Training programs (WSPM 1005-4).

Professional License (PL Professional License)

Professional license encompass a range of occupations, from Plumbers to Certified Nurse's Aide.  Pay the cost of a professional or commercial license the client needs to engage in a specific occupation.  Pay the actual cost of the license as charged by the Alaska Division of Occupational Licensing.

Post-Employment Services (PO Post Employment)

Specialized or intensive services (job coaching, job skills evaluation), outside the scope of Work Services, and not available through partner agencies such as DOL Department of Labor, or DVR Division of Vocational Rehabilitation.  PO Post Employment activities through the WSP Work Service Provider are not billable as SS Supportive Services.

Pre-Employment Skills Training (PR Pre-Employment Skills)

Cost of approved pre-employment training, including testing for specialized occupational license and workshop fees, tuition, books, lab and activity fees, and not covered by WIA Workforce Investment Act, DOL Department of Labor, UA or other available resources.  PR Pre-Employment Skills activities through the WSP Work Service Provider are not billable as SS Supportive Services.

Relocation (RL)

Relocation funds may be provided in the event that the client needs to take part in a specialized and locally unavailable training or work experience activity that leads directly to a paid employment opportunity in the community in which they intend to live.

Relocation can also be provided if the client has been offered a job in a different community or from a rural community to a hub community or city in which the employment opportunities are substantially better.

Before authorizing Relocation SS Supportive Services, ask the following questions:

1. Can the client get a job where they currently live?  Compare the local job market, current openings and potential jobs over the next six months to the client's employment qualifications, work history, education/training, skills, knowledge and abilities.

2. What has the client done to find work locally?  Has the client been actively seeking work?  Is an OJT On the Job Training with a local employer feasible?  Is there suitable training that would help the client get a job locally?

3. Will the client be able to go to work (or training) as soon as they relocate?  Are there other reasons the client is requesting to leave the area such as substance abuse, DV or other issues that need to be addressed before the client is ready for employment?  Are there legal issues that preclude relocation?  Does the client have a current resume, social security card, driver's license and other necessary documents and certificates required for the specific job, or the types of jobs they will seek?  If for a training or educational opportunity, are they committed and how will they pay for the training they want to attend?

4. Will this job advance them in their goal to achieve self-sufficiency?

5. If the client does not have a job already what are the client's job opportunities in the area where the client wants to reside?  Does the client clearly meet the requirements for jobs available in that community?  Have they applied for any jobs long-distance (on-line, fax, phone interviews)?

6. Do they have a plan and are there resources to meet their family's needs in the new community?  Are there family members or friends in the new location?  Where will they live, how will they get to work, is there child care available?

7. What are the alternatives to paying for travel?  Does the client have other resources (i.e., PFD Program Integrity & Analysis/Research Analysis, tax return, etc.)?

When authorizing payment for relocation:

1. Out-of-state moving costs may not be authorized;

2. The assigned activity or employment opportunity must remain unavailable in the client's community of residence, or within a reasonable commute from their residence;

3. Use the least costly means of relocation;

4. Check with the Work Services supervisor before authorizing.

NOTE:  No more than $3,000.00 per program year per household (July 1 through June 30) may be authorized for this service.

Remedial Medical/Dental (RM)

Remedial medical and dental covers care typically seen as cosmetic in nature and not covered by Medicaid.  Although Medicaid may not find the care essential, this type of care is often essential in gaining paid employment.  The three most common services are:  eye glasses, dentures, and hearing aids.  All three are costly, and should be authorized when other resources are not available and employment prospects are in the near future.  Substance abuse evaluations also can be covered.

NOTE:  Authorize no more than $1,500.00 per program year per adult (July 1 through June 30) for this service.

Special Tools, Clothing and Equipment (ST)

Some occupations and trades require special tools, clothing, or equipment.  Typical requests are for safety equipment, outdoor clothing, boots, or gloves.  This can include appropriate business clothing specific to the  employer's standards.  

Authorize purchase of special gear only when needed by the participant to take part in specialized occupational training, or to enter paid employment or unpaid work experience.  Clients must obtain an itemized list of necessities from their employer.

Start-up Costs (SU)

Start-up expenses include low-cost items or services not otherwise listed in this chapter.  Such items include alarm clocks, child car seats, school supplies, criminal history background checks, and fingerprinting costs.

Items or services authorized for purchase must relate directly to accepting or retaining employment, or to participate in an assigned work activity.

Transportation (TR)

Lack of transportation is one of the most common barriers to employment.  The most frequently authorized transportation services are bus passes and gasoline allowances.

Transportation service can cover part or all of the costs of local travel by personal vehicle, public transportation, car pool, or for-hire vehicle when needed by the participant to travel to and from any assigned activity.  For-hire vehicles include taxis and private carriers, and cars driven by others who require payment in return for the ride.  Use prudent judgement when authorizing use of for-hire vehicles, to assure that the provider's charges remain reasonable.

Consider the cost of bringing dependent children to and from a child care provider when determining a participant's transportation needs.  When participants living in different households use a car pool to travel to activities, authorize each participant to receive their share of the car pool's cost.

When more than one household member participates in a required activity, each can receive a transportation payment.  However, shared rides among household members to the same activity reduces their combined travel costs.

Depending on local resources and needs, the WSP Work Service Provider may elect alternative means of purchasing services for participants.  Contact WSTA@alaska.gov if necessary when serving clients who reside in difficult areas.

Vocational Training (TU)

Cost of approved post-secondary or other education (not BE, LS, PR) including workshop fees, tuition, books, lab and activity fees not covered by WIA Workforce Investment Act, DOL Department of Labor, University of Alaska or other available resources.  The course of study must meet the DPA's approved education or training programs (WSPM 1003-2).

Wage Supplementation (WS)

Reimburse employers for their costs while clients are working in Job Start subsidized employment (WSPM 1005-5).

Youth Enrichment Activities (YE)

This service is used to support before and after school activities or other extra-curricular activities of dependent children who are included in the Temporary Assistance case.

As with all other SS Supportive Services, use this service to promote a parent's participation in employment or approved work activities.  A child's participation in before and after school activities, such as Boys and Girls clubs, may help ensure the parent has adequate time to get to work or provide opportunities for parents to pursue evening or weekend classes and training.

NOTE:  This supportive service is not considered childcare and may not be used as a substitute for childcare.

1004-5             DOCUMENTING SUPPORTS

Work Services staff uses the following tools to document plans, actions and outcomes of client activity:

• FSSP Family Self Sufficiency Plan services needed to complete the plan, must be specific and included in the Support section of the FSSP Family Self Sufficiency Plan.

• Client notes (CLNO Client Notes's) in CMS Case Management System document specific support, amount of support, need, and date issued.

Other documentation when appropriate may include budget worksheets, work schedules, etc.  Each request must be examined to determine if the participant truly has a need for the service;

• Consider if the activity will progress toward the client's self-sufficiency;

• Consider if partner agencies, natural supports or non-profits have been maximized; and

• Consider the urgency of the client's need.

Due diligence must be exercised when providing SS Supportive Services.

NOTE:  Any supportive service provided outside the scope as outlined in the section above must be pre-approved through WSTA Work Services Technical Assistance.

1004-6               SUPPORTIVE SERVICE INVOICING

Supportive Service invoicing must be submitted by non-DPA Division of Public Assistance Work Services Providers in accordance with the guidance provided in (WSPM 1004-6).

DPA Division of Public Assistance Work Services will process supportive services through JAS Jobs Automated Payments System.