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CalWORKs
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40-131.1 Interview Requirement
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Purpose
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( ) To release a new policy
( ) To release a new form
( ) To convert existing policy to new writing style only – No concept changes
(X) Revision of existing policy and/or form(s)
This release is to provide policy and procedures that must be followed by CalWORKs Eligibility staff when conducting the CalWORKs interview.
What changed?
Executive Order N-59-20 suspends the interview requirement only for applicants whose identity has been verified, have submitted all required verifications and when information on the application is not questionable. This includes interviews for applicants who have requested an Immediate Need (IN) payment. In addition, Executive Order N-59-20 grants a verbal attestation for the SAWS 2A SAR, Rights, Responsibilities and Other Important Information, and child support forms (CW 2.1, Notice and Agreement for Child, Spousal and Medical Support and CW 2.1 Q, Support Questionnaire). The suspension became effective May 1, 2020 which was originally scheduled to expire June 30, 2020; however, the suspension was subsequently extended to August 14, 2020. Most recently, as a result of Executive Order N-71-20, the suspension has been extended until further notice.
Note: Changes are shown highlighted in grey throughout the document.
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Policy
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CalWORKs regulations require applicants to be personally interviewed prior to being determined eligible to receive cash aid.
The application interview is an official and confidential discussion of the applicant’s circumstances, which is directly related to the determination of eligibility and benefit issuance. The purpose of the interview is to review the application, clarifying, noting, and resolving changes and discrepancies. In addition, the applicant must be provided with information on their rights and responsibilities, conditions of eligibility and program requirements and informational materials.
For any applicant who chooses to apply for both CalWORKs and CalFresh, a single interview for both programs must be conducted. CalWORKs applicants should not see a different Eligibility Worker (EW) or have to complete two interviews to obtain the benefits of both programs.
IN RESPONSE TO NOVEL CORONAVIRUS (COVID-19)
CalWORKs application face-to-face interviews changed to telephone interviews effective March 16, 2020, as a result of district office closures. The Customer Service Center (CSC) staff will also begin assisting individuals apply for CalWORKs through Your Benefits Now (YBN) and capturing a telephonic signature. This release also provides instructions for case actions when conducting telephone application interviews.
The changes are expected to increase the County’s preparedness with regard to health concerns associated to the novel coronavirus (COVID-19), allowing applicants the flexibility to complete the CalWORKs interview requirement without the need to travel to the district office. The changes will be implemented and continue on a trial basis until further notice.
There is no change to the CalWORKs interview requirement and eligibility determination process. Refer to Administrative Release (AR) 40-103.3 Application, for information and instructions regarding application processing.
For purposes of this release, reference to CalWORKs also refers to the Trafficking Crime Victims Assistance Program.
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Background
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Senate Bill 947 (Chapter 798, Statutes of 2016), implemented via All County Letter 16-119, provides counties with the option to use technology to conduct interviews for CalWORKs applicants and existing participants. A county who chooses the electronic/telephone interview option may continue to conduct face-to-face interviews as needed for the benefit of the applicant or upon the applicant’s request. Counties electing to conduct the interview electronically must have a set of procedures in their county plan for conducting these interviews to ensure applicants are provided with the same information provided to the individuals who have in-person interviews.
In response to health concerns regarding the novel coronavirus (COVID-19), Los Angeles County has opted to conduct telephone application interviews beginning March 16, 2020, on a trial basis. Moving to telephone application interviews aligns with departmental efforts to provide services that are accessible, applicant-focused and delivered in a timely and accurate manner.
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Definitions
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Term
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Definition
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Telephone Application Interview
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When the CalWORKs application interview is conducted over the telephone following submission of the SAWS 2 PLUS, Application for CalFresh, Cash Aid, and/or Medi-Cal/Health Care Programs, online through YBN or in person at a CalWORKs district office.
For temporary exceptions to the interview requirement, see Temporary Changes Due to Executive Order N-59-20.
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Face-to-Face Application Interview
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When the CalWORKs application interview is conducted in person following submission of the SAWS 2 PLUS online through YBN or in person at a CalWORKs district office.
For temporary exceptions to the interview requirement, see Temporary Changes Due to Executive Order N-59-20.
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Requirements
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Requirement
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Limit/Condition
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Methods for submitting a CalWORKs application
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Due to district office closures effective March 16, 2020, as a result of the novel coronavirus (COVID-19), CalWORKs applications will not be submitted in person and can only be submitted online through YBN.
Individuals will be able to submit applications through YBN under the existing process.
Effective March 16, 2020, CSC staff can also initiate a CalWORKs application for persons through YBN and obtain a telephonic signature. Below is a high-level overview of the steps the CSC staff will take as part of this process. Detailed information is found within AR 40-103.3 Application.
The CSC representative will follow a script which will include the following:
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Ask the applicant the following six questions:
- What is your full name?
- What is your address?
- What is your telephone number?
- Do you have an email address?
- What is your social security number?
- What is your date of birth?
Note: “Next” must be selected at the bottom of the page to go to the next screen where the applicant’s spoken and written language and IN request is captured. CSC staff should not select “Send Application” at this point in the process.
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Ask the applicant the IN Qualifying questions:
- Do you have an eviction notice or a notice to pay rent or leave?
- Have your utilities been shut off or do you have a shut-off notice?
- Will your food run out in 3 days or less?
- Do you need help with transportation to get food, clothing, medical care, or other emergency item(s)?
- Do you need essential clothing, such as diapers or clothing needed for cold weather?
If the applicant indicates yes to any of these questions, indicate “Yes” to the YBN question “Is this an emergency request?” This will trigger an IN request that will be addressed by the Case Opening Clerk and EW.
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Update the responses on YBN;
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Obtain a telephonic signature from the applicant that will be associated to the application and retrievable within the context of the case in the system; and
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Complete submission of the application in YBN.
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Advise the applicant on how to upload documents through YBN or the DPSS Mobile App;
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Note: Although an individual can file a CalWORKs application by providing only their name, address, and signature, if an applicant refuses to answer the additional questions above, the application must still be submitted.
The district office staff must ensure the following steps are completed for applications for which a telephonic signature was obtained. Detailed information is found in AR 40-103.3 Application.
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The Case Opening Clerk will follow existing procedures for assigning/selecting a CIN, assigning/selecting a case number and assignment of the application to an EW for processing;
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During the application interview the EW will complete, all remaining responses not obtained by the CSC representatives during the submittal of the application, and will update the system screens with the information;
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Advise the applicant on how to upload documents through YBN or the DPSS Mobile App;
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Print a copy of the SAWS 2 PLUS for which a telephonic signature was obtained and mail it to the applicant; and
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Evaluate eligibility for IN, homeless, and CalFresh Expedited Services within required timeframes.
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See procedures for additional information.
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Determine Interview Method
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Upon receipt of the CalWORKs application through YBN, the interview will be scheduled over the telephone. For temporary exceptions to the interview requirement, see Temporary Changes Due to Executive Order N-59-20.
Note: If IN/Expedited Services were not initially requested and applicant was identified to be eligible for IN/Expedited Services over the phone, the IN/Expedited Services benefits should be assessed and issued within the required timeframes.
A face-to-face interview will be scheduled in the following instances, provided DPSS offices are open for business. Face-to-face appointments will not be scheduled during periods when district offices are closed as a result of the novel coronavirus (COVID-19).
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The applicant requests a face-to-face interview; or
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CalWORKs IN, homeless benefits, or CalFresh Expedited Services has been requested, and it would be most advantageous for the applicant to receive the requested benefits the same day in person.
This includes but is not limited to situations in which the applicant does not have an Electronic Benefit Transfer (EBT) card and cannot wait for it to be mailed due to the nature of the emergency.
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Temporary Changes Due to Executive Order N-59-20
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Executive Order N-59-20 suspends the interview requirement only for applicants whose identity has been verified, who have submitted all required verifications, and when information on the application is not questionable. This includes interviews for applicants who have requested an IN payment. In addition, Executive Order N-59-20 grants a verbal attestation for the SAWS 2A SAR and child support forms (CW 2.1 and CW 2.1 Q).
The suspension is applicable as follows:
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Executive Order N-59-20: The suspension became effective May 1, 2020 and was originally scheduled to expire June 30, 2020.
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Executive Order N-69-20: Extended the suspension until August 14, 2020.
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Executive Order N-71-20: Extends the suspension until either the Executive Order is rescinded or modified, or the State of Emergency is terminated, whichever occurs first.
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Staff will be informed of any changes in the future.
Note: The interview requirement will remain suspended until further notice.
Verification requirements and policy have not changed under this Executive Order. For purposes of securing required verifications, workers must proactively use electronic verification when available. Additionally, when verifications do not exist, a sworn statement is considered adequate, except for verification of citizenship or noncitizen status (and medical verification of pregnancy, also waived under this Executive Order which can be referenced within AR 82-836 Pregnant Women Only).
See procedures section for steps to follow when waiving the interview requirement.
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Who must participate in the application interview
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The following person(s) must participate in the CalWORKs application interview:
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Applicant;
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Both parents in a two-parent household;
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Stepparent, if included as an optional Assistance Unit (AU) person;
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Caretaker/Caretaker relative; and
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Senior and Minor Parent in the AU when the Minor Parent has care and control of their child(ren).
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Required Forms/CalWORKs Application Packet
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Certain forms and pamphlets are required to be part of the CalWORKs application packet and must be distributed and reviewed with the applicant as part of the CalWORKs application process. Applicants will receive the same forms and information regardless of the interview method. This includes the SAWS 2 PLUS application when it was not completed through YBN.
For a complete list of forms that must be included in the CalWORKs application packet see AR 40-103.3 Application.
YBN Applicants
Applicants submitting a CalWORKs application through YBN should be mailed a CalWORKs application packet upon assignment of the application to the EW.
Since the SAWS 2 PLUS was completed electronically through YBN, the application packet that is mailed should not include a blank-hard copy of the SAWS 2 PLUS. This will prevent Quality Control errors related to duplicate applications on file.
Applications submitted by CSC Staff:
For YBN applications submitted by CSC staff (for which a telephonic signature was captured), Eligibility staff must obtain all information from the applicant during the application interview that was not obtained by CSC staff when the application was submitted. The CSC staff will only capture minimal information to submit the application.
In-Person Applicants
Once district offices reopen, applicants submitting a CalWORKs application in person must be provided with a CalWORKs application packet on the day of the application. The completed and signed hard copy of the SAWS 2 PLUS must be obtained from the applicant before they leave the district office. The applicant should be informed that the remaining forms in the packet must be signed after they complete the application interview with the EW. This includes the SAWS 2A SAR, Rights, Responsibilities and Other Important Information, form.
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Interview Contents
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The interview must include the following:
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A review of the SAWS 2 PLUS application, ensuring that a response to all questions has been obtained and updated in the system;
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An explanation of the information on the SAWS 2A SAR, Rights, Responsibilities and Other Important Information. This includes the following information:
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Rights and responsibilities with regard to the application for benefits, eligibility determination process, and reporting requirements; and
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Conditions of eligibility and program requirements, including the availability of CalWORKs employment and supportive services.
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Informational materials required per program regulations. For a complete list of materials that must be included as part of the CalWORKs application packet see AR 40-103.3 Application.
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Information about the Self-Service options available through YBN and the DPSS Mobile App, see attached flyer for instructions,
Applicants should be made aware and encouraged to access the self-service options to the extent possible in order to minimize the need for travel to the district office or calls to the CSC.
Self-Service options available through YBN (www.yourbenefits.laclrs.org):
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Apply for benefits;
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Upload verification documents for applications or cases;
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Complete periodic reporting online (SAR 7 or Redetermination;
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Case status information;
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EBT account balance;
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Cash or CalFresh benefits information;
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Generate verification of benefits;
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View electronic notices/forms;
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Update phone number and email address;
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Case worker information; and
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Go Green — opt in or out to paperless notification.
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Self-Service options available through the DPSS Mobile App:
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Case status information;
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Cash or CalFresh benefits information;
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EBT account balance;
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Automated Teller Machine (ATM) locator find no surcharge ATM;
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Upload verification documents for applications or cases; and
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Upload verification documents for a YBN submitted SAR 7.
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IN Timeframes
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IN timeframes remain unchanged. When IN is requested, the IN eligibility determination and benefit issuance must be completed within one working day.
For detailed information, see AR 40-129 Immediate Need.
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In-Person Photo Identification (ID)
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CalWORKs applicants are required to provide a photo ID in person when a copy is not already on file.
When an applicant’s photo ID is not on file, a telephone application interview may be conducted although the applicant will need to come to the office to provide the photo ID in person.
Exception
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The applicant should not be asked to come into the office to provide the photo ID when they are making a good faith effort to provide the ID but are unable to do so due to circumstances beyond their control. This includes but is not limited to situations in which the district office is closed due to health concerns associated to the novel coronavirus (COVID-19).
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In this instance, the CalWORKs application can be approved, and the participant must provide the photo ID in person within 15 calendar days after case approval. Ask the applicant to complete the PA 853, Affidavit, included as part of the intake application packet and control for receipt.
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If the participant cannot provide the photo ID in person after 15 calendar days of case approval, but continues to make a good faith effort, the case should not be discontinued, and staff must continue to follow up in 30-day intervals.
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For detailed information, see AR 40-131 Photo Identification In-Person Requirement.
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Verification Documents
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Upon completion of the interview, if verification documents or other forms are needed to complete the determination of eligibility, staff must initiate the CW 2200-LA, Request for Verification, specifying the document(s)/form(s) that are needed and for whom. The EW must:
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Control for receipt of verification;
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Be specific and consistent about deadlines for verifications;
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Ensure that only information required to determine eligibility is requested; and
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Inform the applicant that requested verifications or forms can be returned by mail or submitted via document upload via YBN at www.yourbenefits.laclrs.org or the DPSS Mobile App.
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See procedures section for detailed information.
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