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Application Interview 1.5.3 In order to process applications as quickly as possible, each applicant shall be interviewed on the date burial assistance is requested or, if that is not possible, on the following business day. The SSR shall provide the applicant with a written request specifying the information needed to complete the application and discuss how to obtain the needed information. The SSR shall not request documentation that they can obtain more easily than the person applying for burial assistance. This would include information available through agency records, ACEDS interfaces, or collateral contacts with organizations that typically share information with IMA.

The application may not be denied if the applicant is attempting to obtain and furnish the required information, and has informed IMA accordingly. The application is considered complete when all requested information has been furnished.

Time Standard 1.5.4 An eligibility determination must be made within 3 days of receipt of all information. The day on which all information is received counts as the 1st day. (That is, if the SSR has all the needed information on a Monday, the eligibility determination must be made and a notice of denial or approval issued by Wednesday.) If possible, the SSR should attempt to make an eligibility determination when the relative submitting the application provides the final information so that the relative does not have to return to the Service Center to get the forms s/he will need to access the assistance with an undertaker under contract with DHS.

Relatives submitting an application should be encouraged to leave a phone number with the SSR and the SSR should attempt to call the relative when an eligibility determination has been made so the relative does not have to wait until the notice arrives in the mail.

SSRs should make every effort to accommodate families, including expediting cases in which the family is attempting to hold the funeral in less than two days from the date of application.

If all required information has not been submitted within 14 days of the date of application, the application should be considered abandoned and the SSR should send a denial notice to the relative submitting the application.

Notices 1.5.5 A notice of approval or denial must be issued for each application for Burial Assistance. The Authorization for Burial Assistance (see Section 1.5.5: Approved Applications in this Chapter) serves as the application approval notice.

Approved Applications 1.5.6 When an application is approved, the Authorization for Burial Assistance form must be completed. This form documents the funeral home selected by the customer and serves as a "receipt" for the customer to take to the funeral home. The original form must be given to the recipient, a copy kept in the case file, a copy faxed to the selected funeral home, and a copy forwarded from the Burial Unit to the agency's Chief Financial Officer who will provide payment to the funeral home.