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1016 Chapter 7:Worker guides • Section 1: Multiple program worker guides (07/2026) qualify, the individual’s phone bill must be under their name, and the total household income must be at or below 135% of federal poverty guidelines, OR receiving any of the following programs: • Supplemental Nutrition Assistance Program (SNAP); • Medicaid; • Supplemental Security Income (SSI); • Veterans Assistance; • Survivors Pension Benefits (SSB); • Federal Public Housing Assistance. How individuals may apply At application and renewal for any of the above programs, ODHS staff should inform applicants that Lifeline services may be available to them. Information is available at: https://www.oregon.gov/puc/Pages/Oregon-Lifeline. aspx. Interested individuals may also contact Oregon Lifeline via phone by calling 1-800-848-4442 Monday through Friday 9am – 4pm or emailing puc.rspf@state.or.us. Note: Eligibility for Lifeline services is re-determined on an annual basis. If individuals do not use their phone (making a call, sending a text message, using data, or buying additional minutes or data) for a 30-day period, they will receive notice(s) from their service provider; if no action is taken, their Lifeline service will be canceled, and they will need to re-apply. Individuals must report if they move or disconnect their service to keep their file updated. More information can be found at: https://www.puc.state.or.us/Pages/rspf/otap.aspx. Out of state verification The National Directory of Contacts can be used to verify benefits received in another state, duplicate benefits, or receipt of out-of-state benefits for all programs. The National Directory of Contacts is currently posted to Self-Sufficiency Program OWL page, but should be used for all programs, including Medical. Narration & case note guidelines It is important to provide, clear and complete narration or case notes on all cases. Good narration or case notes can make a difference when your coworker needs to respond in your absence, to support continuity of service when the case is transferred to or worked by a different office and can be a major factor in the outcome of hearings, reviews, and audits. This worker guide is not intended to be a template, but a guideline for elements to be addressed in eligibility narratives or case notes. They are listed below with specific categories that should be considered under each. Refer to the ‘Other resources’ section for additional resources regarding case notes. SITUATION: Any circumstance that affects program eligibility or benefits and is not captured within systems screens or notices. For example, an exception or waiver has been granted by policy, information entered that differs