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i. Update the ISP to better reflect the client’s needs. ii. Create clear, specific, and measurable goals with the client. iii. Document the discussion and plan updates in CBMS case comments. b. When a client continues to not meet program or activity requirements after the actions above are taken, the client should be exited from the program with the “EF-Declined Program Services” program status. i. Reference the EF Data Entry Desk Aid when updating a client’s program status. c. Reminder: a PD should not be used when the issue can be addressed through case management or ISP adjustments. 2. The client stops engaging with the program and has not responded to the EF worker for more than 60 days. a. Correct Action: i. Document in CBMS case comments that two attempts (via email, phone, or written notification) to re-engage the client within 60 days were unsuccessful. ii. Close the client’s activities.* 1. Reference the EF Closure Reasons: Not Completed and Unable to Complete Guide when closing activities for an unresponsive client. 2. *EF POs should only edit their own activities. iii. Update the client’s program status to “EF-Declined Program Services.” 1. Reference the EF Data Entry Desk Aid when updating a client’s program status. 3. An EF worker believes the client may qualify for a work requirement exemption. a. Correct Action: i. EF POs do not determine exemptions; however, within five days, the EF PO must: 1. Refer the client to SNAP eligibility staff for rescreening. 2. Document the referral in CBMS case comments. ii. Within 10 days, SNAP Eligibility Staff must then rescreen the client for possible exemptions. 1. If no exemptions apply, the client shall be rescreened for EF. 4. An EF PO proactively communicates capacity limits to the county and state EF team. a. Correct Action: i. EF POs must proactively communicate capacity limits to the county and state EF team. ii. This may include: 1. Informing referral partners that new referrals should not be made. 2. Coordinating with eligibility and referral sources until capacity is available. Last updated: July 9, 2026

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