(a) Face-to-face interview.  All households initially applying for food benefits, including those submitting applications electronically or by mail, must have a face-to-face interview with a worker except when the household:

• (1) requests the face-to-face interview be waived because the household is unable to appoint an authorized representative and does not have a household member able to come into the human services center (HSC) because of hardship conditions.  Hardship conditions include, but are not limited to:
  • (A) education, training, or work hours that make it difficult to come into the HSC during office business hours;
  • (B) illness or the need to care for a family or household member;
  • (C) bad weather conditions;
  • (D) transportation problems of any kind;
  • (E) residence in a rural area; or
  • (F) advanced age or disability; or
• (2) is being recertified for food benefits.  At certification renewal, the interview may be conducted face-to-face or over the telephone.  Certification renewal interviews may be waived for households when all adult members are elderly or disabled and have no earned income.  • 1

(b) Waiver of face-to-face interview.  When the face-to-face interview is waived, the worker conducts the interview as soon as possible either by phone or at a location convenient to the household, such as a home visit.  • 2

• (1) The seven day expedited service or 30 calendar day processing standards apply.
• (2) The home visit or telephone interview is scheduled in advance with the household.
• (3) The household must provide the required verification.  If the household is unable to furnish the required verification, the worker provides assistance.

(c) Postponed interviews.  Households applying for food benefits that complete and sign an online application or drop off, mail, or fax a complete and signed Form 08MP001E, Request for Benefits, to the HSC and appear eligible for expedited services per OAC 340:50-11-1 may have the interview postponed in certain circumstances.

• (1) The interview may be postponed when the:
  • (A) applicant's identity is verified; and
  • (B) worker is unable to contact the household or determines that an interview cannot be scheduled within seven calendar days.  • 3
• (2) When the interview is postponed, the worker sends the household Form 08AD092E, Client Contact and Information Request, setting an interview date and listing verification that must be provided before further benefits are approved.  Per OAC 340:50-3-1 and 340:50-11-5, the interview must be completed and postponed verification provided within 30 calendar days of the application date in order to avoid a break in benefits.  If the household completes the interview and provides postponed verification within 60 calendar days of the date of application, a new application is not needed.  Benefits are prorated from the date the interview is completed and verification provided.  • 4

(d) Who must be interviewed.  The person interviewed may be the head of the household, spouse, any other responsible member of the household, or an authorized representative who knows the household's circumstances.  The household may bring any person of their choice to the face-to-face interview.

(e) Worker responsibilities during the interview.  During the face-to-face interview, the worker:  • 5

• (1) reviews with the household the information on the application and resolves unclear and incomplete information;
• (2) inquires whether changes have occurred in the household's income, deductions, or other circumstances since the application was filed;
• (3) advises the household of its rights and responsibilities, including reporting requirements;
• (4) conducts the face-to-face interview as an official and confidential discussion of household circumstances limited to facts related to food benefit eligibility factors;
• (5) gives Form 08MP006E, Information for Benefit Renewal, to the household and explains benefit renewal procedures; and
• (6) ensures the household's right to privacy is protected.

(f) Scheduling interviews.  The worker schedules the face-to-face interview or alternate interview method as promptly as possible after the filing of the application to ensure the household, if eligible, may participate within 30 calendar days following the date of application.  When the person to be interviewed is employed, the worker schedules an appointment to minimize the person's absence from work even if it must be scheduled outside normal business hours.  When the person is unable to attend a scheduled face‑to-face interview for any of the reasons stated in (a) of this Section, the worker offers to waive the face-to-face interview and schedule a telephone interview or home visit.

• (1) Timely certification renewals.  When the household submits a timely certification renewal, the worker schedules the interview as early as possible, but not later than the last day of the month.
  • (A) If the household fails to appear for the first interview, the worker does not reschedule the interview unless the household requests another appointment by the 30th calendar day after the application date.  • 6
  • (B) Upon request, the worker reschedules the interview at the earliest possible date.
• (2) Untimely certification renewals and initial applications.  When the household submits an untimely certification renewal or an initial application, the worker schedules an interview as early as possible, but not later than 20 calendar days from the application date.
  • (A) If the household fails to appear for the scheduled interview, the worker does not reschedule the interview unless the household requests another appointment by the 30th calendar day after the application date.  • 6
  • (B) Upon request, the worker reschedules the interview at the earliest possible date.

(g) Household cooperation.  To determine eligibility, the application must be completed and signed, the household or its authorized representative must be interviewed, and required information on the application verified to determine eligibility.

• (1) If the household refuses to cooperate with the worker in completing this process, the application is denied at that time.
  • (A) For a determination of refusal to be made, the household must be able to cooperate, but clearly demonstrate that it will not take the necessary actions required to complete the application process.
  • (B) The household is also ineligible if it refuses to cooperate in any subsequent benefit renewal, review generated by reporting changes, certification renewals, or an Office of Inspector General Quality Control (QC) review.
• (2) If an application is denied or food benefits are closed for refusal to cooperate, the household may reapply, but may not be determined eligible until it cooperates.
• (3) If food benefits have been closed for refusing to cooperate with the QC reviewer and the household reapplies after 125 calendar days from the end of the QC review period, October 1 through September 30, the household must provide verification of eligibility factors only for the new application.  For example, if a household had a QC review during the October 2010 through September 2011 annual QC review period and food benefits were closed for refusal to cooperate with the QC review, the household is required to only provide verification for the new application if it is filed after February 2, 2012.