INSTRUCTIONS TO STAFF 340:65-3-2.1
1. The worker gives or sends the client Form 08AD092E, Client Contact
and Information Request, to request needed proof. The worker only checks the items required to
determine the client's eligibility based on program specific policy. For example, the worker does not check
resources when resources are not an eligibility factor or self-employment when
the client did not report that someone in the household was self-employed.
(1) When the client fails to
provide all or part of the requested proof, the worker does not send a new Form
(2) When the worker requests
additional proof not listed on the original Form 08AD092E, he or she must
provide a new Form 08AD092E giving the client at least 10-calendar days to
provide the additional information.
(3) When the client contacts the
worker to check the status of the application and the client has not provided
all required proof, the worker verbally informs the client what proof is needed
and by what date it must be provided before the worker denies the
application. The worker may resend the
original Form 08AD092E with remaining required proof circled when there is
sufficient time for the client to receive the form and respond.
(4) In order to provide better
customer service when time permits, the worker may initiate a call to the
client to inform him or her of remaining required proof and by what date it
must be provided. The worker does not
resend the original Form 08AD092E unless he or she is first able to explain why
it is being sent and there is a reasonable period of time for the client to
receive the form and respond. Per OAC 340:65-1-2 Instructions to Staff # 7, an email reminder may also be sent.
(5) The worker records all face-to-face,
verbal, and written client contacts in Family
Assistance/Client Services (FACS) Case Notes including:
date of the contact;
(B) if the
contact was worker or client initiated;
(C) if the
contact was face-to-face, verbal, or in writing; and
information provided by the client regarding eligibility;
the worker advised the client regarding remaining required proof, when
the worker resent the original Form 08AD092E or sent a new Form 08AD092E
requesting additional proof; and
other information the worker gave regarding the application process and time
2. (a) When an interview is required for
Supplemental Nutrition Assistance Program (SNAP) and the type of proof needed
is unknown, the worker sends Form 08AD091E, Interview Notice, or Form 08AD093E,
Support Center Interview Notice, to schedule the interview.
(1) The county office worker
uses Form 08AD091E instead of Form 08AD093E because it:
provides the option of an office or phone interview; and
instructs the applicant to send proof to the local county office address.
(2) The support center worker
sends Form 08AD093E because it only provides the phone interview option and
instructs the applicant to send proof to the Customer Services Center address.
scheduling interviews for all programs except SNAP, send Form 08AD092E because
this form allows the worker to schedule an office or a phone interview and
request proof at the same time.
(c) When an earlier interview date
is agreed upon and the client misses the interview, FACS Case Notes must document when the client
agreed to the earlier interview date.
For SNAP, when a scheduled interview is missed, the worker uses the
FDENY transaction to future deny the application and issue the Notice of Missed
3. (a) When the client has at least 10-calendar
days to comply with eligibility requirements, the worker may deny the
application on or before the last day of the application time limit unless one
of the reasons apply per OAC 340:65-3-5(2)(A)-(D).
(1) When the client complies
with eligibility requirements on the last day of the time limit, the worker
approves benefits back to the first day allowed by specific program
(2) When the Oklahoma Department
of Human Services (DHS) offices are closed on the last day of the time limit
and the client complies with eligibility requirements by the next business day,
the worker approves benefits back to the first day allowed by specific program
(b) When FDENY is used for SNAP
and the last day of the application time limit falls on a day DHS is not open,
the system waits to deny the application until the next business date. When FDENY is used, the timeliness report
shows the application was completed timely.