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117 (07/2026) Chapter 2:Eligibility • Section 1: Application Other resources Phone Contact: Describes the process for support staff and Eligibility Workers on how to serve Oregonians calling into local office and ONE Customer Service Center Cold Call: Describes Cold Call and Outreach Pre-call process Crisis Response and Statewide Crisis Hotline: Covers helpful tips and best practices for managers and workers when crisis situations arise. Scheduling on Community Appointment Boards’: This process walks Eligibility Workers through conducting an eligibility appointment in the community. Complete Medicare - Medicaid Choice Counseling: Provides guidance for staff assisting individuals with Medicaid and Medicare choice counseling. Includes internal and external resources . Interview Guide for Non-MAGI and LT Services: *includes screenshots: Describes key data and processes involved in conducting an APD interview, including income, expenses, and non-financial information. Appointment Checklist: Describes information to review prior to or during an appointment with an Oregonian ADRC Community Resources: Describes resources available to Aging and Disability Resource Connection staff with a particular focus on 211 info. Head of household Head of household means a “primary person.” SNAP A primary person means an adult in the filing group who is designated by the group to serve as the primary person. When there is no adult, the group can designate another responsible person in the filing group. Once the primary person has been designated, the filing group cannot choose a different individual to be the primary person during the same certification period or job quit disqualification period, unless there is a change in the composition of the household group. TANF A primary person means the filing group member who is responsible for providing information necessary to determine eligibility and calculate benefits. ERDC A primary person means the filing group member who is responsible for providing information necessary to determine eligibility and calculate benefits. REF A primary person means the filing group member who is responsible for providing information necessary to determine eligibility and calculate benefits. MSP A primary person means the filing group member who is responsible for providing information necessary to determine eligibility and calculate benefits. OSIPM A primary person means the filing group member who is responsible for providing information necessary