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If these information services do not provide sufficient information for FSSA to determine a need for bilingual staff of interpreters they may record the number of single language minority groups visiting the office to make inquiries about programs, file an application or be recertified. 1415.00.00 OUTREACH

Outreach promotes education and public awareness of assistance programs as well as increases access to services. Outreach includes: • Providing program information. • Providing referrals to other agencies. • Training community organizations that provide program information to the public to promote assistance programs. • Eliminating the social and geographic barriers to participation. • Encouraging continued participation by AGs. • DFR will work with community-based organizations to provide outreach to potentially eligible populations. 1420.00.00 INQUIRIES FOR INFORMATION

Individuals inquiring about assistance are to be given information in written form and orally, as appropriate, regarding eligibility requirements, scope of the program, and the rights and responsibilities of applicants/recipients.

Responses to inquiries regarding eligibility should be general. Information regarding agency procedures, income and resource standards, and program requirements may be provided.

In no event should individuals requesting information be told that they are eligible or ineligible unless that individual has filed an application and an official determination has been made.

A worker who makes an eligibility statement without receiving an application and/or completing a thorough investigation of an individual's or family's situation puts the agency at risk of providing benefits to ineligible people and denies the client the right to proper notice which is required by federal law.

The notice establishes and supports the client's right to appeal. Verbal communication without written notification serves to interfere with the client's rights. 1420.05.00 PRINTED MATERIAL

Written information that describes basic financial and non- financial eligibility criteria, the application process, and participant rights and responsibilities, are to be available.

This written information shall be distributed by the DFR and shall be made available to other local agencies upon request. This information is also available on the DFR website.