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60 (a) When requested, the social services agency must provide assistance to applicants and recipients in making a request for a fair hearing. (b) 1. Upon notification by OAH that a fair hearing has been requested and that the appellant's public assistance, medical assistance, SNAP benefits, or services must be continued or reinstated in accordance with 18 NYCRR 358-3.6 until the fair hearing decision is issued, the social services agency, except as provided in 18 NYCRR 358-3.6(b) and (c)(6), must take immediate action to assure that the appellant's public assistance, medical assistance, SNAP benefits and services continue unchanged until the fair hearing decision is issued. 2. Upon receipt of such notification, if public assistance, medical assistance, SNAP benefits or services already have been discontinued, reduced, restricted or suspended, the social services agency must take whatever action is necessary to restore the appellant's public assistance, medical assistance, SNAP benefits or services to their previous level. Such action must be taken as soon as possible but no later than five business days from notification that appellant's public assistance, medical assistance, SNAP benefits or services must continue or be reinstated. (c) Upon oral or written request, including request by telephone, the social services agency must provide to the appellant and the appellant's authorized representative copies of the documents to be presented at the fair hearing. Such copies must be provided at a reasonable time before the date of the hearing. If the request for copies of documents is made less than five business days before the hearing, the social services agency must provide the appellant and the appellant's authorized representative such copies no later than at the time of the hearing. Such documents must be provided without charge and must be provided to the appellant and the appellant's authorized representative by mail within a reasonable time from the date of the request if the appellant or the appellant's authorized representative request that such documents be mailed; provided however, if there is insufficient time for such documents to be mailed and received before the scheduled date of the hearing such documents may be presented at the hearing instead of being mailed. (d) Upon oral or written request, including request by telephone, the social services agency must provide to the appellant and the appellant's authorized representative copies of any documents from appellant's case file which the appellant or the appellant's authorized representative identifies and requests for purposes of hearing preparation. Such copies must be provided at a reasonable time before the date of the hearing. If the request for copies of documents is made less than five business days before the hearing, the social services agency must provide the appellant and the appellant's authorized representative such copies no later than at the time of the hearing. Such documents must be provided without charge and must be provided to the appellant and the appellant's authorized representative by mail within a reasonable time from the date of the request if the appellant or the appellant's authorized representative request that such documents be mailed; provided however, if there is insufficient time for such documents to be mailed and received before the scheduled date of the hearing such documents may be presented at the hearing instead of being mailed. (e) The social services agency must encourage the use of agency conferences to settle disputes and complaints concerning actions regarding an applicant's or recipient's public assistance, medical assistance, SNAP benefits, request for an exemption from work requirements, HEAP benefits or services so as to eliminate the need to hold fair hearings