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Show paper copy of new Mailout. 3
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During the spring meeting with OHCS there was a request to limit who can email the help desk. They don’t know who everyone is and some requests have not needed to be routed to the Help Desk and could have been handled by the coordinating agency – in our case, HSD. 5
When an agency waits until the deadline for their deliveries, HSD is automatically behind on authorizing. 6
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Tour website 8
Limiting the clients on each month’s WL will make it more manageable and give clients a more reasonable idea of when they might be called. With pushing clients who do have access to the online waitlist, we automatically free up phone and walk-in spots to those that cannot use the online option. Everybody wins! Other reminders: Retain all names, served and not served. Don’t delete after they are served. Retain waitlist for entire program year When an agency’s list closes, don’t refer households to another agency. Advise them to call back the first working day of the next month. 9
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Remember, Mailout applications should be a benefit for our most vulnerable populations 11
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Homebound question – what is homebound? Adding transportation question for disaster relief. 14
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LIHEAP and OEAP every time!! 21
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Demo calculator tool. 23
Keep an eye on checks for Senior & Disabled Services which are often irregular and need to be calculated in this way to make sure there are no missing checks. 24
Calendar – ideally current and previous month at least; year at a glance Scheduling – a more detailed conversation at scheduling will ensure accurate documents are brought to the appt and less client’s will need to be rescheduled. Idea: ask for email address to send appt reminder and what to bring. 25
Note: Knowing about and asking client about other listed income is better during intake rather than a Pended application later. “County requirement” – put the awkwardness on us. Reminder : Some people may have income that they don’t realize is considered income. 26
More on Alimony and Child Support requirements below. 27
To be completed by intake worker. Added check boxes in Comments line. Must check called HSD even if person wasn’t in FSRN screen; make comment. 28
Other informal income: Saturday market, under the table income, Etsy 29
To be completed by intake worker. Review in detail 30
Schedulers should request that clients bring in official documents. 31
Read the whole letter! The document will state when benefits are paid (same or following month) and if there are withholdings. Other examples include - 2 types of SS on the same document - Current and past benefits listed on same document Sometimes the SS letter states if client is disabled. Must add into OPUS. 32
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For scanned NOAs DO NOT send paper also! Special Mailout Deny NOA – agency decision to use or not; must be consistent. 34
Agencies have a few extra days co complete CAR (15 -> 18 days). Client is informed of Hold both by mail (NOA) and phone call. Deadline must be made clear via both methods. After the timeframe is over there is no extension unless it has been arranged before the deadline. After 45 days utility companies can & do drop off pledges. That’s why it’s very important to stick to the timeline. Also reason why should deliver applications to HSD as often as possible. Clients may owe funds back if the application is denied after it has been pledged. See Life of a Payment handout. MEB to speak to consequences (escalate to ED of Agency). 35
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Refer to Quick Guide to Comments on website. 38
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Select the correct payment type in OPUS. To jump the line 2x in a program year (once for crisis criteria and once for a crisis payment), they must use 2 different criteria. 41
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Medical condition – the utility may have a form on file. They have standard timeline DV – letter from Agency doesn’t need to state the event happened within any timeframe (back to previous requirements) 43
Changes in RED. Use the form as a checklist for requirements Chronic crisis – intake workers must review all past combo and crisis payments to determine the criteria used and to be sure it is not used more than 2x. 44
Restoring energy with outstanding water charges depends on the utility. 45
Comments always require date and intake worker initials also. Noting on the application and on the pledge sheet is important because HSD will pull these applications to review first. 46
No need to enter sensitive info in comments, i.e. “name change due to transgender”; only put “Bobby and Becky are same person”. 47
Refer to Energy Programs at a Glance on website. 48
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