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Overpayments determined to be a household-caused error must be evaluated for Intentional Program Violations (IPVs). Quality Assurance Division staff determine if an IPV occurred; eligibility staff members do not make this determination. Household errors must have a case note documenting whether an IPV referral has been completed. The case note must include justification to substantiate this decision. If an IPV is not being pursued the case note must include justification to substantiate this decision. Case notes must be entered at the point of discovery, throughout the investigation and when the claim is established. Clients are informed about their rights and responsibilities (SNAP 103-3) and their reporting requirements (SNAP 1501-1). Therefore, the household cannot simply state they did not understand their reporting requirements, forgot to report changes or unintentionally caused the error. For the error to be considered an ‘inadvertent’ household error, substantiated circumstances must be documented that confirm the error was inadvertent; examples include, but are not limited to: 1. Client has a documented mental condition that causes comprehension or memory problems. 2. Income was reported untimely, but the client relocated to a domestic violence shelter during the reporting time frames, causing the untimely reporting. All possible IPV disqualifications are referred to the Program Compliance Unit even when an over issuance is not established (SNAP 1505-1). All household-caused over issuance claims are initially established as inadvertent household-caused errors. REFUSAL TO COOPERATE: When the eligibility staff member discovers information not reported according to the client’s reporting requirements, a request for information notice is sent requiring the household to submit information/verification within 10 days of the notice. This notice must stipulate specific information being requested. If the household refuses to provide the required information/verification (e.g., actual wage amounts) the case must be closed (timely notice must be provided). A program and person alert should be set. The client may be required to respond to the request in writing or over the telephone, but not in person. The eligibility staff member should attempt to obtain the information from the source (e.g., employer). If the information/verification cannot be obtained, a case note is entered stating there is an outstanding claim issue and include specifically what information/verification is needed to determine the claim amount. If the case is closed and the household later reapplies, it must cooperate by providing information necessary to calculate the claim. The new application is denied if the household continues to refuse to cooperate with providing verification of actual income during the overpayment period.