Common-Place Handbook Intake Processes 59. Intake Processes · Intake Processes 59. Intake Processes This section describes the functions and procedures of Intake Eligibility Workers

Common-Place Handbook page 59-1Intake Processes

59. Intake Processes

This section describes the functions and procedures of Intake Eligibility Workers in the following areas:

• Triage/Screener

• Emergency Workers / Scheduling.

Note:Processes may vary in district offices due to staffing and other considerations.

59.1 Triage/Screener

Triage/Screeners will perform a variety of miscellaneous tasks. Triage/Screener workers will be responsible for the following tasks:

• Screening IN/ES, walk-in and My Benefits CalWIN (MyBCW) applications.

• Screening the “Application for Cash Aid, CalFresh, and/or Medi-Cal” (SAWS 1) or "Application for Health Services" (CCFRM 604) for Medi-Cal applications and explaining options to clients.

• Denying Supplemental Security Income (SSI).

• Completing the "Request for Verification" (CW 2200) for CalWORKs and CalFresh applicants or “Eligibility Verification Checklist” (SCD 1121) for Medi-Cal only. These forms list the verifications that must be provided at the intake interview.

• Answering questions.

• Providing clients with the appropriate application and/or intake packet. (Clerical may be responsible for providing this to the client in some offices.)

Update # 16-08 Date Issued: 05/09/16

2 Common-Place HandbookIntake Processes

59.1.1 Medi-Cal Screening

The following process must be adhered to when a client applies for Medi-Cal in district office:

Who Action

Client • Appears at a district office to apply for Medi-Cal.

• Receives a ticket from the self check-in kiosk.

Clerical • Accesses the lobby application tickets in TMT.

• Announces the service ticket number from the lobby application tickets.

• Initiates the queue and enters the window # on the marquee display.

Client • Approaches displayed window when TMT service ticket is announced.

• Provides TMT service ticket to clerical staff.

Clerical • Confirms and takes TMT service ticket by changing status to "Initiate."

• Performs an ID.

• Provides the client with a CCFRM 604 packet or an SCD 41, SCD 1264 and SAWS 1 form for Minor Consent.

• Provides the client with an option to complete the CCFRM 604 packet in the office or to take it home to complete.

• Encourage the client to complete the CCFRM 604 and turn it in whenever possible to avoid delay.

• Ensure the application is date stamped to reflect the date the CCFRM is provided to the client.

• For Minor Consent Medi-Cal, client is referred to triage with CCFRM.

Triage • Determines if the client is applying for Medi-Cal only.

• Determines if the client has an IN (Minor Consent or pregnancy termination).

Triage • Receives client’s paperwork if urgent, NOTE: If the client has a medical emergency (IN), the same procedures written to schedule an IN/ES appointment in must be followed.

• Screens the application and provides the client with additional Medi-Cal forms, appropriate to his/her individual circumstances.

Clerical Minor Consent - Same day or next day appointment given.

Other Urgent Service - Client completes CCFRM in lobby, returns and is assigned same day or next day appointment.

Date Issued: 05/09/16 Update # 16-08


59.1.2 Mail-In CalFresh and/or Medi-Cal Applications

Who Action

Applicant • Completes the application and mails it to the Social Service Agency.

Clerical • Receives the application

• Registers the application in CalWIN

• Makes the first attempt to contact the applicant via phone; if not successful, assigns to intake EW within 3 days.

EW • Receives case assignment.

• Attempts to contact the client by phone 2 more times.

• If contact is not made, schedules interview appointment and mails appointment letter to client.

On the day of the appointment, the applicant interviews with the EW.

• If all verifications are submitted, an EW authorizes benefits (within 3 days for ES and 30 days for all other).

• If all verifications are not submitted, the applicant is informed to submit remaining verifications within 10 days. If all verifications are received, EW authorizes benefits.

• If not submitted within 10 days, the case is denied.

• If the applicant does not show for the appointment, a Notice of Missed Interview (NOMI) is sent for CF.

59.1.3 Phone-In CalFresh and Medi-Cal Applications

Who Action

Applicant • Calls the Social Services Agency to apply for benefits.

Clerical • Provides client options to apply; Online MyBCW, in the office or by mail.

• If the client chooses to apply by mail, send them the CF 285A with a return envelop.



59.2 Miscellaneous Priority Tasks

There are several miscellaneous assignments and follow-up tasks that are received in intake offices and do not follow the typical assignment flow. These assignments may be received via e-mail or other venues, such as the Board of Supervisors, Advocates, Program or Executive Management. The various miscellaneous assignments will be assigned to EW staff. The following are some examples of miscellaneous assignments that may be received:

• Inter-County Transfers (ICTs)

• Administrative Support Bureau Requests

• CalWORKs Employment Services (CWES) Requests

• Disability Determination Services Division (DDSD) Assignments

• Fred Referral Follow-ups

• Program Requests/Clean-Up Listings

• Board of Supervisor Requests

• Executive Management Requests.

Clerical staff will pull requests from specialized e-mail boxes throughout the day to prepare assignments for the next morning. A TMT assignment will be created for the various assignments each morning.

59.3 Intake Supervisor Roles & Responsibilities

59.3.1 Information Supervisor

The role of the Information Supervisor is to primarily answer eligibility questions from the general public and community partners and handle irate and/or disgruntled clients regarding their public assistance matters in a manner that is dignified, courteous, respectful and culturally sensitive.



Responsibilities

The Information Supervisor may perform the following on any given day, including but not limited to:

• Addresses questions/inquiries/complaints from clients with pending public assistance programs (e.g. CalWORKs, CalFresh, Medi-Cal, etc.).

• Provides identity verification for clients who are unable to provide photo identification for purposes of public assistance matters.

• Researches all public assistance systems (e.g. CalWIN, Task Management Tool (TMT), IDM Retrieval, CalHEERS, MEDS, etc.).

• Makes determinations of client's circumstances for emergency/urgent appointment scheduling (e.g., client is homeless).

• Inquiries on cases closed more than 30 days and 90 days for Medi-Cal cases closed for not completing the Redetermination.

• Emails requests for TMT creation to clerical staff.

• Emails other EW Supervisors for assigned cases/TMT.

• Other discretionary actions as warranted by public assistance rules and regulations and/or office policies and procedures.

• Checks the Information Supervisor basket or Information Supervisor emails on a regular and ongoing basis to assist clients.

Note:For any erroneous denials, the client is referred to speak to the authorizing worker or the worker's supervisor.

Schedule/Shift

Information Supervisor coverage is conducted on a rotational basis among all supervisors and/or Work Out of Class (WOOCs). An Information Supervisor monthly calendar is available on the Microsoft Outlook Calender. Information coverage is provided for all 8 hours of the day. Supervisors are expected to adjust their work shift to provide adequate and continuous information supervisory coverage. The shifts are as follows: 8:00 AM to 12:30 PM and 12:30 PM to 5:00 PM.



Any changes in the Information Supervisor coverage after the calendar is disseminated must be shared with clerical managers and leads for adequate informing of the changes.

59.3.2 Triage Supervisor

The role of the Triage Supervisor is to primarily oversee all functions of the Triage process/operation and ensure all applicants are informed of the general eligibility regulations for emergency benefits (e.g. Immediate Need (IN) for CalWORKs, and Expedited Services (ES) for CalFresh). Complete all required preliminary application forms, and refer clients for a face-to-face appointment, while ensuring staff provide service in a manner that is dignified, courteous, respectful, culturally sensitive, and language specific. Also, works in tandem with Information Supervisor and clerical staff.

Responsibilities

The Triage Supervisor performs the following:

• Creates staff schedules for AM and PM Triage coverage.

• Creates staff schedules for breaks, lunch periods, etc.

• Consults with Clerical OMCs/Leads regarding form inventory and required supplies for daily operation.

• Determines if back up staff is needed for any Triage coverage shortages.

• Trains staff on the Triage process.

• Addresses all client complaints, questions and concerns related to Triage.

• Maintains a harmonious working relationship with staff and clients alike.

• Works with all other work function supervisors and clerical staff, as needed.

Schedule/ Shift

Triage Supervisor coverage is 8:00 AM to 5:00 PM. In the absence of the supervisor, a Work Out Of Class (WOOC) will assume all the responsibilities.

[Refer to “Triage/Screener,” page 59-1, “Triage Business Process,” page 59-9 and “Face-to-Face (F2F) Interview Business Process,” page 59-16 for additional Triage information.]




59.3.3 Emergency Unit Supervisor

The role of the Emergency Unit (EU) Supervisor is to oversee all clients meeting the criteria for an emergency appointment are seen by an Emergency worker in a timely manner. The EU Supervisor also ensures all emergency benefits are strictly dispositioned within the stringent time frames and monitors assignment of TMTs.

Responsibilities

The Emergency Unit Supervisor performs the following:

• Monitors all “emergency benefits,” (e.g. Immediate Need (IN), Expedited Services (ES) and ensures they are dispositioned timely within the appropriate time frames.

• Assists workers with application registration errors, omissions, discrepancies and/or changes.

• Consults with workers regarding missing forms, and/or eligibility factors/regulations.

• Runs EDBC, troubleshoots difficult cases and assigns programs to proper office caseload IDs.

• Monitors all Gadwin tickets, benefit issuance problems, and overnight batch cases.

• Addresses any client complaints related to business process, procedure and staff.

• Assists workers with homeless assistance (e.g. Temporary Shelter, Permanent Housing, etc.) regarding check/warrant issuance.

• Works with all other work function supervisors and clerical staff, as needed.

Schedule/Shift

Emergency Unit Supervisor coverage is from 8:00 AM to 5:00 PM. In the absence of the supervisor, a WOOC will assume all the responsibilities.

[Refer to “Face-to-Face (F2F) Interview Business Process,” page 59-16]


59.3.4 Transition Plan

Units are scheduled to rotate to different functions. In order to ensure that it is a smooth transition for both the Supervisors as well as Eligibility Workers while minimizing disruption of services to clients, the following process must be followed:

Step Action

1. The unit meeting prior to moving into a new function should be devoted to reviewing the workflow for the upcoming new function, in order to ensure both Supervisors and Eligibility Workers are familiar with the process.

Eligibility Workers should be given time to read the workflow for the new function, prior to or at the beginning of the unit meeting.

2. For Units that have not performed their next assigned function: Unit Supervisors transitioning in and out of functions should make arrangements with the appropriate supervisor(s) to have their Eligibility Workers shadow other EWs currently working in next month’s function, as appropriate.

3. • Supervisors must monitor their unit’s queue regularly (at least once a day).

• If an EW is having difficulty keeping up with the number of TMTs in their queue:

• Time should be given to the EW in the beginning of the new function for the EW to do wrap-up work on already authorized cases from the previous function to move them to “Transfer to Supervisor” as appropriate.

• The EW should ask their Supervisor for assistance.

• The EW and Supervisor should arrange time to clear up the TMTs.

• The Supervisor should discuss with the EW and develop a plan for completion.



59.4 Intake Business Processes

This Section includes the workflows that apply to Intake only.

59.4.1 Triage Business Process

Step Who Action

1. Client • Walks into the lobby

2. Greeter • Greets the client.

• Asks the client for the reason of their visit.

• Asks the client the following:

If the Client... Then...

Does not have an open or pending case,

Selects the “Application” option on the Ticket Kiosk.

Has open and/or pending case and wants to add a "higher" program,

Selects the “Application” option on the Ticket Kiosk.

Requests other services (e.g. EBT card replacement, SFIS, etc),

Selects the appropriate option on the Ticket Kiosk.

• Ensures the client receives a service ticket.

• Instructs the client:

•That his/her ticket number will be announced via the paging system.

•To be seated in the lobby.

3. Client Takes service ticket and has a seat in the lobby.



4. Clerical • Accesses the lobby application tickets in TMT.

• Reviews the lobby application tickets for oldest service ticket.

• Announces the service ticket number from the lobby application tickets in sequential order or by priority.

• TMT service ticket # will be announced a minimum of three (3) times prior to closing the TMT service ticket.

• Initiates the queue and enters the window # on the marquee display.

5. Client • Approaches displayed window when TMT service ticket is announced.

• Provides TMT service ticket to clerical staff person.

6. Clerical • Performs an ID in all systems (CalWIN, MEDS and CalHEERS)


Has submitted an application within the last 45 days,

ID's case and determines appropriate person to be contacted (e.g., Information Supervisor, EW, etc.).

Has not submitted an application within the last 45 days,

• Write the TMT service number on the right corner of the SCD 41. If applicable, also writes the case number on the SCD 41.

• Provides SCD 41, SAWS 1, and SCD 1264.

• Instructs client to have a seat in the lobby and return completed forms to the appropriate window.

Requests Medi-Cal Only,

• Provides the client with CCFRM 604.

• If applicable, also writes the case number on the SCD 41 for Minor Consent.

• Instructs client to return forms to appropriate window.

Note: If the client completes the CCFRM 604 in the lobby and has verifications, the client returns to the appropriate window or drop box.

Step Who Action



6. Cont’d

Application Support (Cont’d)

Is receiving aid in another county,

• Provides the client with SCD 41, SAWS 1, and SCD 1264.

• Medi-Cal only, provide client a CCFRM with a return envelope.

Has a pending case, • ID's the client.

• If the client’s application is pending, refer them to the appropriate office.

Note: Client may drop off verification for their worker at any district office.

Has an open case at any district office,

• Directs the client to contact the correct district office and provides assigned EW’s phone number. Reminder: A telephone is available in the lobby for clients to use.

• Closes the TMT service ticket.

Step Who Action



Requests Refugee Cash Assistance (RCA)

Note: The client may be accompanied by a representative or an interpreter.

• Takes the service ticket from the applicant.

• Writes the service ticket number on the right corner of the SCD 41. If applicable, also writes the case number on the SCD 41.

• Provides SCD 41, SAWS I, and SCD 1264 to the client.

• Instructs the client to have a seat in the lobby and return the completed forms to the original window.

Note: If the representative has more than one client the following must be done:

• Takes all of the service tickets from the representative.

• Writes the service ticket numbers on the right corner of each SCD 41. If applicable, also writes the case number on the SCD 41.

• Provides SCD 41, SAWS 1, SCD 1264 for each application.

• Instructs the representative to have a seat in the lobby and return the completed forms to the original window.

• Provides a CW 2200.

• Places the application packet at the appropriate window.

• Enters additional comments in the remarks section of the TMT service ticket.

• Updates the TMT status.

• Performs the following for TMT service tickets that are invalid:

•Changes status to “Closed or Void” as appropriate.•Enters in the “Notes” section of the TMT, a brief explanation.

7. Client Completes the application packet and returns it to the designated window.

Step Who Action



8. Clerical • Reviews the application forms for completeness, signatures and dates.

• Date-stamps the SAWS 1.

• Places applications in the designated area for “ES Screening” by Triage.

• Instructs the client to have a seat in the lobby.

9. Client Takes a seat in the lobby and waits for an available Triage worker.

10. Triage EW • Retrieves the application forms.

• Reviews the application forms.

• Pages the client via intercom (3 times intermittently).

• If the client does not respond, forwards the forms/applications to the Appointment Desk.

• Confirms the clients’ identity.

• Reviews CalWIN (e.g. Sanction Screen), MEDS, CalHEERS, IDM Retrieval, as appropriate, for pertinent information.

• Performs the eligibility IN/ES screening.

• Determines IN/ES eligibility as follows:


Meets IN/ES eligibility, • Indicates on SCD 41 and on the SAWS 1, DFA 285/SAWS 2 Plus “IN/ES approved".

Step Who Action



10. Cont’d

Triage EW (Cont’d)

Does not meet IN eligibility,

• Completes an IN denial notice.

• Issues the original IN denial notice to client and retains a copy with the application packet.

• Indicates on SCD 41 “IN Denied.”

Does not meet ES eligibility,

• Indicates ES denial on SCD 41.

• Reviews verifications and makes copies as needed. (Return originals to client.)

• Completes and gives a CW 2200 to the client requesting any missing verifications and a copy of the SAWS 1.

• Provides the client with respective applications and forms to be completed (e.g. SAWS 2 Plus, CCFRM 604 etc.).

• Instructs the client to have a seat in the lobby and wait to be called for their Return Appointment Letter.

• Places the application packet with a copy of CW 2200 in a folder.

• Date-stamps the application/forms and places the folder in the “Ready for Appointment or MC Only” area.

11. Client Waits in the lobby for an appointment letter.

12. Appointment Desk

• Retrieves the folder timely from the “Ready for an Appointment” basket.

• Calls/Pages by ticket number.

• Schedules an appointment.

• Completes a Return Appointment Letter (SCD 2316).

Note: If Triage is not available, the client will be provided with a CW 2200 and respective application, packet of forms and an appropriate appointment letter.

Step Who Action



CalWORKs Immediate Need (IN) Eligible

Step Who Action

1. Clerical • Gives the client the SAWS 2 Plus application packet.

• Schedules the client for the next available IN appointment (within 1 working day), as per office schedule.

• App Reg’s the application.

2. Client Returns on the date/time of their scheduled appointment.

3. EW Performs the F2F interview, determines eligibility and dispositions (approves or denies) all benefits the client applied for, appropriately.

CalFresh Expedited Services (ES) Eligible Same Day Appointment

Step Who Action

1. Clerical • Gives the client the CF 285 or SAWS 2 Plus series application packet, as appropriate.

2. Client • Completes the application forms. Waits in the lobby to be called by an EW for a F2F interview.

3. Clerical • Performs the Interactive Application Registration.

• Creates a TMT.

• Assigns to the next available EW.

• Drops off the application packets in the EW mailbox.

4. EW • Checks TMT.

• Picks up the application from their mailbox.

• Calls client in the lobby.

• Performs the F2F interview, determines eligibility, and dispositions (approves or denies) appropriately.



59.4.2 Face-to-Face (F2F) Interview Business Process

Who Action

Intake EW • Checks TMT for program assignment.

• Calls the client from the lobby and escorts him/her to an interview booth for a F2F Interview.

• Conducts a review of the SAWS 2 Plus/CF285/CFRM 604/MyBCW application.

• Informs the client of the required verifications on specific questions.

• Reviews the following:

• Completes the signature section on all forms. (Workers must sign all signature forms using their name and own worker number.)

• If the case is incomplete, documents the missing verifications on the CW 2200, gives the original to the client with a 10-day due date and submits a copy to be scanned into IDM.

• Prints the INQM (and all other pertinent: INQ1, Q2, AE, etc.) MEDS screen for all adults in the Assistance Unit (AU).

• For CalWORKs cases only, informs clients SFIS will be conducted as follows:

• SFIS Room location.• Paged by first or last name only.• Identification requirement - checks for proper identification.

• Escorts clients to the lobby and instructs them to be seated.

• Submits EBT On-Line Request (SCD 2201).

• Places the INQM Screen in SFIS basket in the SFIS Room for CalWORKs cases.

• Documents in the Maintain Case Comments window after the face-to-face interview.

• Processes the case to disposition (approval or denial).

• Verifications,

• Signature Packet- signed and dated, and

• SAWS 2 Plus/ CF 285/ MyBCW/CCFRM 604 application- questions, signatures, dates and completeness.



59.4.3 No-Show Business Process

This process applies to the CalWORKs (CW) and CalFresh (CF) component of the application. For the Medi-Cal component of a combo application, [Refer to “Process for Medi-Cal Component of No-Show CalWORKs and/or CalFresh Application,” page 59-18].

Step Who Action

1. Clerical • Change No-Show (NS) client caseload in CalWIN for CalFresh only cases.

• Keeps the NS folders at the assignment desk until the end of the day.

• At the end of the day:

• Enters case comments "No Showed for scheduled intake appointment on Date/Time"

• If CF only "No Show", gives folders to the Listing ("L") unit or EW supervisor and follows office procedures.

• If CW/MC or CF/MC "No Show" assigns to Intake EW for processing.

2. CalWIN (Automatically)

At the end of the business day:

• Denies the CalWORKs (CW) component of the application and issues the appropriate denial NOA(s).

• Issues a “Notice of Missed Interview (NOMI)” (DFA 386), if appropriate for the CalFresh (CF) component of the application.

30 days from the date of No-Show:

• Denies the CalFresh component of the application and issues the appropriate denial NOA(s).

CF/ MC are Active, • Scans all application documents including the appointment letter to F1 in IDM.

• Enters case comments "No Showed for scheduled intake appointment on Date/Time"

• Transfers the active CF/MC programs back to the appropriate District Office.

• Closes TMT.



59.4.4 Process for Medi-Cal Component of No-Show CalWORKs and/or CalFresh Application

This process must be followed for the Medi-Cal (MC) component of CalWORKs/CalFresh or CalFresh/Medi-Cal No-Show.

3. Eligibility Worker (EW)

• Follows the Process for the MediCal portion of No-Show CalWORKS and/or CalFresh applications outlined in [section 59.4.4 on page 18].

• Ensures that CalWIN has issued the CF NOMI and CalWORKs denial NOA with the appropriate date.

• Enters comments in the Maintain Case Comments window of CalWIN.

Reminder: When the appointment is scheduled in CalWIN, CalWIN automatically does the following:

• Denies CalWORKS • Issues a CF NOMI • Denies CF after 30 days

Who Action

Intake EW • Receives an application assignment.

• Determines the type of application. (i.e CW/MC or CF/MC, etc.)

• Reviews to see if RFTHI forms were submitted with the application.

Note: RFTHI forms include: SCD 2350, SCD 2350 Supplement, MC 01-2014, CSC 91, MC 216, SAWS 2 PLUS, CCFRM 604

If the RFTHI form... Then...

Is available, • Process the MC portion of the application.

• Documents in the Maintain Case Comments window, the outcome of the MC application.

Is missing, • Calls the applicant to obtain the tax household information needed to process the MC application.

• If unable to speak with the applicant, mails out the SCD 2350. Allows 10 calendar days for the applicant to provide the information.

• Documents in the Maintain Case Comments window, the forms (i.e. SCD 2350 and MC 210 PS) mailed out and the due date.

Step Who Action



If the information requested is...

Then...

Provided by the due date,

• Process the MC portion of the application.


NOT provided by the due date,

• Sends out an SCD 50 reminding the applicant to provide tax information (and/or property information), allowing an additional 10 calendar days.

• Documents in the Maintain Case Comments window, that the SCD 50 was mailed out and the due date given.

If the information is...

Then...

Provided, • Process the MC portion of the application.


Not provided after the second 10 day request,

• Denies the MC portion of the application for failure to provide.

• Documents in the Maintain Case Comments window that the MC application was denied due to the applicant not returning the information requested by due date.

• Reviews IDM for appropriate documents.

• Changes the Status of the TMT accordingly.

Example #1: Mom (35 yrs. old) and child (10 yrs. old) submit CF 285 for CF & MC on 1/10. The applicant was a no-show for the CF intake appointment on 1/18. On 1/18 EW mails SCD 2350 to the applicant and allows 10 calendar days to return. By 1/28, the applicant has not returned the SCD 2350. The EW mails an SCD50 reminding applicant to provide the SCD 2350 information and allows an additional 10 calendar days (until 2/7) for the applicant to provide the information. If the information is not provided by 2/7, the applicant is denied for failure to provide the requested information.

Intake Supervisor

Changes the TMT status from "Transfer to Supervisor" to "Transfer Pending" for control to transfer the case to the appropriate District Office.

Who Action




59.4.5 Program Denial Transfers

When a client applies for additional programs at Intake, all open cases and existing programs at other district offices are transferred to the Intake worker number the day of the appointment.

Business Process

When Intake Eligibility staff deny the additional program(s), these cases remain in Intake worker number; therefore, the Intake office becomes responsible for the existing programs that should be returned back to the originating district office. In order to transfer cases back, staff must follow the following process:

Step Who Action

1. Eligibility Worker • Follows existing business process for denials.

• Denies CalFresh and/or CalWORKs in an open case that has Medi-Cal and/or CalFresh.

• Documents in the Maintain Case Comments window the reason for the denial.

• Changes TMT status to "Transfer to Supervisor".

2. Supervisor • Receives TMT and reviews case in CalWIN.

• Changes TMT status to "Transfer Pending".

3. Clerical • Searches TMTs for "Transfers Pending" at their designated office.

• Goes to the Manage Case Assignment window in CalWIN and transfers program back to appropriate district office.

• Closes TMT.

Note: The county should attempt to contact the applicant to determine the reason for the delay if requested information is not returned by the due date.

Who Action


59.4.6 Intake/Continuing Phone Support Business Process

Step Who Action

1. Clerical • Receives call.

• Checks for caller language and answers accordingly.

• ID’s the case by asking for:• Case Number, • Name and • Social Security Number.

Note: Always verify the current Phone and Address.

If there is... Then...

No open case, • Offers assistance for general information.

• Refers the caller to the correct office and phone number and transfers the call, if applicable.

An open case, • Transfers call to the assigned EW.




59. Intake ProcessesThis section describes the functions and procedures of Intake Eligibility Workers in the following areas:59.1 Triage/ScreenerTriage/Screeners will perform a variety of miscellaneous tasks. Triage/Screener workers will be responsible for the following tasks:59.1.1 Medi-Cal ScreeningThe following process must be adhered to when a client applies for Medi-Cal in district office:

59.1.2 Mail-In CalFresh and/or Medi-Cal Applications59.1.3 Phone-In CalFresh and Medi-Cal Applications

59.2 Miscellaneous Priority TasksThere are several miscellaneous assignments and follow-up tasks that are received in intake offices and do not follow the typical assignment flow. These assignments may be received via e-mail or other venues, such as the Board of Supervisors, Advocat...Clerical staff will pull requests from specialized e-mail boxes throughout the day to prepare assignments for the next morning. A TMT assignment will be created for the various assignments each morning.

59.3 Intake Supervisor Roles & Responsibilities59.3.1 Information SupervisorThe role of the Information Supervisor is to primarily answer eligibility questions from the general public and community partners and handle irate and/or disgruntled clients regarding their public assistance matters in a manner that is dignified, co...ResponsibilitiesThe Information Supervisor may perform the following on any given day, including but not limited to:

Schedule/ShiftInformation Supervisor coverage is conducted on a rotational basis among all supervisors and/or Work Out of Class (WOOCs). An Information Supervisor monthly calendar is available on the Microsoft Outlook Calender. Information coverage is provided for...Any changes in the Information Supervisor coverage after the calendar is disseminated must be shared with clerical managers and leads for adequate informing of the changes.

59.3.2 Triage SupervisorThe role of the Triage Supervisor is to primarily oversee all functions of the Triage process/operation and ensure all applicants are informed of the general eligibility regulations for emergency benefits (e.g. Immediate Need (IN) for CalWORKs, and E...ResponsibilitiesThe Triage Supervisor performs the following:

Schedule/ ShiftTriage Supervisor coverage is 8:00 AM to 5:00 PM. In the absence of the supervisor, a Work Out Of Class (WOOC) will assume all the responsibilities.[Refer to “Triage/Screener,” page 59-1, “Triage Business Process,” page 59-9 and “Face-to-Face (F2F) Interview Business Process,” page 59-16 for additional Triage information.]

59.3.3 Emergency Unit SupervisorThe role of the Emergency Unit (EU) Supervisor is to oversee all clients meeting the criteria for an emergency appointment are seen by an Emergency worker in a timely manner. The EU Supervisor also ensures all emergency benefits are strictly disposit...ResponsibilitiesThe Emergency Unit Supervisor performs the following:

Schedule/ShiftEmergency Unit Supervisor coverage is from 8:00 AM to 5:00 PM. In the absence of the supervisor, a WOOC will assume all the responsibilities.[Refer to “Face-to-Face (F2F) Interview Business Process,” page 59-16]

59.3.4 Transition PlanUnits are scheduled to rotate to different functions. In order to ensure that it is a smooth transition for both the Supervisors as well as Eligibility Workers while minimizing disruption of services to clients, the following process must be followed:1.2.3.

59.4 Intake Business ProcessesThis Section includes the workflows that apply to Intake only.59.4.1 Triage Business Process1.2.3.4.5.6.7.8.9.10.11.12.CalWORKs Immediate Need (IN) Eligible1.2.3.

CalFresh Expedited Services (ES) Eligible Same Day Appointment1.2.3.4.

59.4.2 Face-to-Face (F2F) Interview Business Process59.4.3 No-Show Business ProcessThis process applies to the CalWORKs (CW) and CalFresh (CF) component of the application. For the Medi-Cal component of a combo application, [Refer to “Process for Medi-Cal Component of No-Show CalWORKs and/or CalFresh Application,” page 59-18].1.2.3.

59.4.4 Process for Medi-Cal Component of No-Show CalWORKs and/or CalFresh ApplicationThis process must be followed for the Medi-Cal (MC) component of CalWORKs/CalFresh or CalFresh/Medi-Cal No-Show.

59.4.5 Program Denial TransfersWhen a client applies for additional programs at Intake, all open cases and existing programs at other district offices are transferred to the Intake worker number the day of the appointment.Business ProcessWhen Intake Eligibility staff deny the additional program(s), these cases remain in Intake worker number; therefore, the Intake office becomes responsible for the existing programs that should be returned back to the originating district office. In o...1.2.3.

59.4.6 Intake/Continuing Phone Support Business Process1.