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MS 0870 (2)
4. Select claim type under the Category Type drop-down.
5. Select refer or not refer to claims.
6. Enter specific details regarding the discrepancy in the comment box, including why the claim was referred or not referred, including all relevant details regarding the referral.
7. Click Next to submit the discrepancy.
E. Potential claim referrals are submitted at the case level on IEES.
Exception: MA, SNAP Employment & Training (E&T), SNAP trafficking, Kentucky Works Program (KWP), and referrals with no associated case are submitted and entered on IEES under the individual level.]
F. RCWs are required to enter all available information for the potential claim on IEES within 10 days of the discovery date. The discovery date of the claim is the date that the RCW starts the task.
G. Scan claim information into the Electronic Case File (ECF). See MS 0850.
H. RCW staff will schedule an appointment with the household on IEES, if needed:
1. The scheduled appointment is to occur no later than 30 days from the discovery date.
2. Appointment notices should be sent to the household within 10 days of the discovery date of the claim.
3. Appointments are not required to be scheduled for Agency Error (AE) claims. Appointments are required for Inadvertent Household Error (IHE) and Suspected Intentional Program Violation (SIPV) claims and can be scheduled as a face-to-face or phone interview (except when a phone number is not available). See MS 1020 for SNAP trafficking procedures.
4. The RCW is responsible for contacting the individual at the time the phone interview is scheduled. The face-to-face interview is scheduled in the local office of the county where the client is active or last received in. If the individual is not currently receiving benefits and has moved out of the county that has the claim, the individual may travel to the county for the interview, be given a phone interview, or the new region may be asked to handle the claims interview.
5. Comments regarding the scheduling of the interview are required to be entered when it is scheduled and at the completion of the interview. If the individual is not reachable at the time of the scheduled interview, the RCW is required to leave a message on how to contact them and update comments regarding the outcome. Do not leave any confidential information on the voice recording.