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Page | 30 1630 CASE TRANSFER NOTIFICATION

The notification of the need to transfer the case occurs when: A. The customer contacts the office where the case is currently located; or B. The customer contacts the new county of residence to report a move; or C. Mail is received back in an office that indicates a new forwarding address; or D. Another valid source (i.e. another division/agency/authorized representative, etc.) reports the move to another county.

Regardless of how the office is notified of the move, the case transfer must be facilitated for the customer.

1640 CUSTOMER REQUESTS NO TRANSFER

Transfers are completed for the new residence county office unless the customer requests that a case transfer not occur. The customer must have a valid reason for requesting the case not be handled by the new residence county office.

The reason for not transferring the case to the new residence county office must be documented in the narrative.

1650 RESPONSIBILITY - CURRENT COUNTY OFFICE

When the office where the case is currently handled is notified of a customer’s move, the following process must be followed:

A. Benefits Specialists may complete the case transfer form (DSS-EA-350) to gather information needed following program guidelines for continued eligibility. Even though completion of the case transfer form is optional, changes still need to be obtained and discussed with the customer (e.g. household composition, residency, shelter, income, etc.). B. Within 1 working day, contact the receiving office (supervisor/lead/specialist of the day) prior to transferring the case. During the contact, an EABS will be identified to receive the transfer. A case transfer cannot be completed without this contact. C. Make sure all case documents are scanned into file director prior to completing the transfer on ACCESS. Within 1 working day after the move is known, complete the residence code on the STAT panel, ADDR, shelter panels, other reported/known change, and narrative. Also change the county number on File Director. If questionable and verification is required (Eats form, for example), send or give the form to the customer with a request for information form to be returned to the new county office. Documentation is essential. D. Complete the ACCESS transfer within 1 working day after the contact is made. Remember the transfer cannot be completed on ACCESS until the receiving EABS is notified of the transfer. If the transfer cannot be completed within 1 working day, notify the receiving office EABS why the transfer was not completed and when it is anticipated to be completed.

Examples of valid reasons:  Customer works or attends school in a different county than he/she resides  Customer has a relative who works in the residence county DSS office