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1410.20.00 SUFFICIENT STAFF The DFR should employ sufficient staff to perform eligibility and benefit issuance functions accurately and process fair and timely in accordance with the standards set forth in this manual. 1415.00.00 OUTREACH Outreach is intended to promote 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. 1420.00.00 INQUIRIES FOR INFORMATION An inquiry is a request for information regarding the eligibility requirements for assistance. Individuals inquiring about assistance are to be given information in written form and orally, as appropriate, regarding eligibility requirements, scope of the program, coverage, and the rights and responsibilities of applicants/recipients.1 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 individually 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.