Page 258

Volume II OMTL-478 Supplemental Nutrition Assistance Program R. 12/1/14 MS 6340 CONDUCTING OUT-OF-OFFICE INTERVIEW (1) Waiver of the face-to-face interview does not exempt the household from providing a signed application or providing necessary verification. Special procedures such as substituting collateral contacts for verification are used to allow the household to obtain its benefits timely. Waiver of the face-to-face interview does not affect the length of the household's certification period. Use the following procedures for conducting out-of-office interviews: A. If a telephone interview is held: 1. [Ask the caller qualifying questions to ensure the identity of the client, such as first and last name, case number, date of birth, or social security number. 2. Ask all questions and enter the client's responses on the system. 3. If a case is potentially expedited, type “EX” in the notes area of the Request for Information (RFI), before disposing of the case. Asterisks may be used to further draw attention to the expedited nature of the case. When the RFI and the application are gathered from the printer, write “EX” across the top of each page of the application, if the client did not sign electronically or by voice signature. This is done in the event that the client returns just the application (in whole or in part) without the RFI. 4. Mail all necessary pamphlets to the client. 5. Mail all necessary forms, including the application form, if not signed electronically or by voice signature, no later than close of business the day after the phone interview is completed. 6.] The case is pended for return of mandatory information and the signed application, if necessary. Do not approve the case without a signed application. B. If a home visit is conducted: 1. Take all necessary forms to the interview. 2. Provide all necessary pamphlets at the interview.