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1835.00.00 SCHEDULING/CONDUCTING THE INTERVIEW

Interviews may be scheduled same day (if applying in person) or as soon as possible for clients eligible for expedited services. Expedited interviews may be in office or via telephone.

All other clients will be scheduled with sufficient time (at least 6 days in advance) for a system generated notice to be mailed from the eligibility system regarding appointment date, time, and method.

Clients may select an office or telephone appointment on the application. If no selection is made, clients are scheduled for telephone appointments. Clients who would prefer an office interview may call the customer service line and request the change.

Individuals requiring interpretive services, whether a language other than English, or those needing services for hearing impairment, will be provided with appropriate services upon request. Professional interpretive services are the preferred method of communicating with clients who require interpretive assistance. At no time should children be used as interpreters for DFR related business. Exceptions may be made for brief interactions such as dropping off documents, when there is no further communication required.

During the interview, as a client’s needs are made known to the eligibility worker, the worker should make appropriate referrals to services and service brokers (such as 211, food banks, etc.) to assist the client in meeting their needs.

Clients must be informed that if they wish to apply for additional programs, an application must be completed.

Clients who fail to attend a scheduled appointment will receive a notice of missed appointment that is system generated and mailed the business day following the missed appointment. 1835.10.00 TRACKING THE APPLICATION

Application timeliness is tracked by the eligibility system. If an application has not been processed a task is generated to eligibility staff 2 days prior to the 30th day as a reminder that the case is due. 1835.15.00 DENYING AN APPLICATION

If an individual does not keep an appointment within 30 days of the application date, the eligibility system generates an alert to the eligibility worker. The eligibility worker must then take action to deny the application on the 30th day, or the following business day if the 30th day is a non- business day. An applicant may voluntarily withdraw the application at any time.