UPM P-1505.20 - Telephone and Mail Inquiries

CONNECTICUT DEPARTMENT OF INCOME MAINTENANCEPRIVATE UNIFORM POLICY MANUAL ______________________________________________________________________________ Date: 7-1-87 Transmittal: UP-87-2 P-1505.20 ______________________________________________________________________________ Section: Type: Eligibility Process PROCEDURES ______________________________________________________________________________ Chapter: Program: AFDC The Application Process AABD _______________________________________________________________ MA Subject: FS Telephone and Mail Inquiries ______________________________________________________________________________

P-1505.20 Telephone Inquiries

1. If a telephone inquiry is made:

° inform the caller of pertinent application requirements;

° explain how the date of application is established and the need to file an ARF;

° tell the caller how and where to obtain application materials;

° encourage the caller to apply as soon as possible.

2. Generally, attempt to complete the initial ARF screening unless the caller indicates that he or she will apply in person.

3. If the screening is conducted, set up an appointment for an application interview if one is required for AFDC or FS applicants and it is feasible to do so.

4. Review the policy for waiver of the office interview if one is requested. Take steps to set up a telephone interview or home visit if the in-office visit is waived.

5. Mail a complete application (ARF and EDD) along with instructions, the appointment schedule and other pertinent materials to the applicant.

Mail Inquiries

1. If a mail inquiry is received, attempt to contact the applicant by telephone.

2. If a telephone contact is made, follow the procedures beginning with step 1. above.

3. If phone contact is not established mail the application materials to the applicant, including the EDD.

4. Maintain a copy of the ARF if a telephone screening is completed.