INSTRUCTIONS TO STAFF 340:65-3-4
1. When the client
requests help with social service needs, the worker may give or send the client
Oklahoma Department of Human Services (DHS) Publication No. 09-454, Statewide
Helpline Numbers, containing statewide hotline numbers. There is space on Publication No. 09-454 for
the worker to enter contact information regarding appropriate local community services
and the statewide 211 information and referral phone number.
2. (a) When the client
fails to present complete or consistent proof needed to determine eligibility,
the worker attempts to contact the client to:
resolve the remaining questions; and
decide if the worker or the client will obtain necessary proof.
When the client is unwilling to help resolve the question or permit the worker
to seek necessary information, the worker denies or closes the benefit per
Oklahoma Administrative Code (OAC) 340:65-3-1 or OAC 340:65-3-8.
(c) The Office of the Attorney General administers the
Address Confidentiality Program (ACP) to assist victims of domestic violence.
(1) Per 60.14 of Title 22 of the Oklahoma Statutes , the ACP
prohibits state agencies from requiring an ACP participant to provide his or
her finding address.
(2) The ACP provides victims of domestic violence with an
ACP authorization card. The ACP
authorization card includes the:
(A) participant's name;
(B) participant's date of birth;
(C) participant's authorization number;
(D) participant's substitute address; and
(E) ACP toll-free telephone number.
(3) The substitute address may be used as the participant's
residence, school, and work addresses.
It may also be used when applying for public utilities, registering to
vote, or transferring school records.
The substitute address is a post office box number and the same address
is assigned to all participants.
(4) When the client presents an ACP authorization card, the
(A) does not require the client to provide his or her actual
(B) does not make a home visit; and
(C) uses the substitute address as if it were the client's actual address
when inputting information into the DHS system, sending DHS forms or notices to
the client, or when making service referrals.
(5) For more information concerning ACP refer to the Oklahoma Office of the Attorney General E. Scott Pruitt - Victim Services .
the worker needs to contact a client outside of normal business hours because
of an emergency, the worker obtains permission from his or her immediate
supervisor or the county director or designee prior
to contacting the client. When
the immediate supervisor and county director or designee are not available, the
worker takes care of the client's emergency need and notifies appropriate
supervisory personnel of the situation as soon as possible.
4. Per OAC 340:10-2-2, the worker makes a home
visit to determine the family's circumstances and social service needs following
5. When a collateral contact requests anonymity, information obtained from the collateral contact
cannot be used to reduce or close benefits unless the worker is able to verify
the information by another source.
6. (a) The worker documents in the Family
Assistance/Client Services (FACS) Case Notes, information obtained from
collateral contacts and the client's explanation
(b) When the worker
unsuccessfully attempts to contact the client to explain inconsistencies, the
worker documents what attempts were made and the action taken in FACS Case
7. (a) Data exchange
information is obtained by matching the client name, Social Security number
(SSN), Social Security claim number, date of birth, and address from DHS
records with other state and federal agency records. The results of the match are posted to the
Information Management System (IMS) and are viewed by using various
transactions. An online description of
any IMS transaction is viewed by entering M space and the transaction
name. For example, M space PY.
is an index of data exchange information and case data for a particular person.
access the information, the user enters PY space and the SSN of the person
being queried or enters PY space case number and person code.
user may also access PY from the EF page of the PS-2 for the person being
queried by typing PY at the bottom of that page and pressing the enter key.
upper portion of the PY screen lists records from the PS-2 database for the SSN
middle portion of the screen lists records from the ALFX client database.
lower portion of the screen lists types of data exchange information available
for the person.
user may also enter the PY transaction code at the bottom of any data exchange
screen and return to the PY screen.
worker views data exchange information by:
moving the cursor to the line of information desired, typing in the transaction
code, and pressing the enter key; or
entering a transaction code and SSN of the person at the top of a blank IMS
is a history screen of all data exchange discrepancy messages found on a
particular person. The user may access
this screen by entering DXL space SSN.
The DXL screen lists the:
type of error;
date error was discovered;
date AFS staff resolved the error;
system code; and
comparison between case income and income shown on the data exchange system.
worker is able to obtain AXL/G1DX, Case Scan and case worker activity (CWA)
from the automated caseload evaluation system (ACES) by clicking on the Infonet
Job Functions tab/Adult and Family Services/ and ACES under Tools. When the worker clicks on AXL/G1DX, he or she
is able to request an AXL or a G1DX report by entering the county
number/supervisor number/worker number and clicking on the type of report
generates a list of all cases assigned to the worker by case name, case number,
Zip code, open benefits, and the phone number listed on the case.
G1DX shows the differences between information reported to DHS and information
reported to agencies that share information with DHS through data exchange,
including the Oklahoma Employment Security Commission, Social Security Administration
(SSA), the Internal Revenue Service (IRS), and the United States Post Office.
G1DX generates a report showing a list of discrepancies on cases assigned to
the worker by case number. The report
shows the name and SSN of the person with discrepant information, the type of
discrepancy, the date the discrepancy posted, and the number of days pending.
After analyzing the discrepancy and updating case information as needed, the
worker clears the discrepancy using DXL.
When the worker clicks on case scan, he or she is able to select up to six CWA
reports to view or may request a case scan on up to six cases. The case scan shows the:
case number, name, status, address, phone number; and
SSN, date of birth, age, gender, and any data exchange information available
for each person on the case.
When the worker clicks on CWA, he or she may enter the county office number,
supervisor number, worker number, check all reports, and types ok to view
current CWA reports available for his or her caseload.
When the worker clicks on MICAL, he or she can calculate income for a person
and print the results for the case record.
8. Beneficiary and
Earnings Data Exchange System (BENDEX).
BENDEX provides verification of Social Security benefits and Medicare
entitlement. To view, enter BEN space
Social Security claim number. The worker
may view BENDEX code information by clicking on the Infonet Job Functions tab,
choosing Adult and Family Services, and clicking on Systems Help under
When using BENDEX to verify Social Security benefits, the worker drops any
cents from the gross benefit amount in BENDEX Field B27 and uses only the whole
dollar figure. For example, round
$349.50 to $349.00. (2) When a person is
dually entitled to receive Social Security benefits under two claim numbers,
the person may receive benefits under one or both claim numbers.
(A) When the person receives a combined benefit, BENDEX
displays two records for the person.
Each record displays a D for dual entitlement in Field C21 and the cross
referenced claim number in BENDEX Field B20.
(i) The worker counts
the income displayed under the BENDEX record with a CP payment status code in Field
B20. The CP means current pay. The
person receives the combined Social Security benefit amount under this claim
(ii) The worker does not
count the income displayed in the BENDEX record with the AD in payment status
code Field B20. The AD means adjusted
for dual entitlement and the person does not receive income under this BENDEX
benefit issuance process used by the SSA may cause a $1 or $2 difference in the
actual payment made to a person who receives combined benefits.
(C) When the person receives benefits under both claim numbers, each BENDEX
record displays a CP in the payment status code Field B20. The worker adds the whole dollar figures in
Field B20 together and drops the cents to arrive at the person's SSA income. For example, when one record shows $202.51
and the other shows $361.23, the worker adds $202 to $361 to arrive at the
person's countable income of $563.
9. Buy-in data
exchange (BIL). To view buy-in data for
Part A and Part B Medicare, enter BIL space Medicare claim number. Additional information is located at the DHS
InfoNet/Job Functions/ Adult and Family Services/Systems Help/Data
10. (a) SSI/State Data
Exchange System (SDX). The SDX file
contains data for Supplemental Security Income (SSI) applicants and recipients
that is viewed by entering SDX space SSN. When
using SDX to verify SSI income, the worker rounds the amount shown to the
nearest dollar. For example, 1¢ to 49¢
is rounded down and 50¢ to 99¢ is rounded up.
list (SDL). The SDL transaction is a
shortcut that reduces keystrokes and provides a history list of the current and
previous SDX records. To view, enter SDL
space SSN. To view a particular record,
move the cursor to the line of the record date selected, type SDX, and press
the enter key.
11. SSA Beneficiary
Earnings Exchange Record (BEER/BWG). AFS
staff accesses the SSA earnings record file through the BENDEX system for all
applicants by entering BWG space SSN.
SSA earnings record data is from 18 to 24 months old when received.
12. New Hire Employee
list (NHL). The NHL transaction provides
information obtained from employers reporting new hires to the Oklahoma
Employment Security Commission (OESC).
AFS staff enters NHL space SSN to view new hire data.
13. SSN enumeration
(ENU) transaction. ENU sends the
client's name, birth date, and reported SSN to SSA to match with SSA records
when the person is required to have a SSN and the SSN is not shown or is shown
but not verified. SSA returns one of 12
possible messages to indicate the results of the match. The message is posted to ENU, G3, and
PY. When the SSN is verified, ENU
updates the FACS Interview Notebook/Household tab/SSN field, PS-2 block F42,
with Y. Detailed information regarding
ENU is available at the DHS InfoNet/Job Functions/Adult and Family
Services/Systems Help/Data Exchange/SSN enumeration.
14. Wage Data Exchange
(OWG). DHS receives wage data from OESC
and compares it to case data.
Discrepancies are posted to the G1DX screen. When a discrepancy exists, the worker
contacts the client or employer to confirm the employment, wages earned, and
available medical insurance information on the employee and his or her
dependents. To view available data,
enter OWG or OWC space SSN.
Compensation (UIB). A
computer match is made weekly of DHS cases in active or application status with
Unemployment Insurance Benefits (UIB) files.
To view, enter UIB space SSN.
16. Federal Tax
Information (FTI). Select Adult and Family Services staff,
designated as FTI specialists, may view certain FTI received through IRS
matched records by using the IEV transaction.
(1) The IEV transaction displays unearned income as reported by the tax
payer on a federal income tax return.
The unearned income may include income types not considered on the case
or income already reported and used in determining benefit amounts.
(2) The FTI specialists may view more detailed
information on the FTI, such as the payer's address and a brief explanation of
the document type code by using the WGD transaction.
(3) Local county office and support center staff must not
delay processing application and renewal determinations because of an IEV
(4) FTI specialists are responsible for clearing IEV
discrepancies. Until the client provides independent verification of FTI shown on the
IEV screen, the FTI specialist does not:
(A) document or
reference anything about FTI in FACS case notes, imaged documents, or the
physical case record; or
(B) reference FTI on
any form or notice sent to the client.
(5) Once the client
provides independent proof of the unearned income, it is no longer considered
FTI and staff may document the income in FACS case notes and the case record.
(5) When staff must prepare an overpayment referral, hearing documents,
or an investigative report that includes FTI, the FTI specialist assists in
preparing and securing necessary documents as appropriate. The case record must indicate that such
documents were secured by the FTI specialist and do not reference the specific
17. Online query
transactions available on IMS for requesting specific types of data on a person
Oklahoma Wage Link (OWL). The OWL
transaction is an online query received from OESC that lists the last two
quarters of employment and current UIB information. The worker MUST access available data at
initial application and at each renewal by entering OWL space person's SSN;
Quarters covered (QTRC/QTRI). The worker
uses the QTRC transaction to query the SSA earnings file for a determination of
covered quarters of employment. When
requesting the information, the worker enters QTRC space SSN.
worker enters identifying information about the person on the screen and
After a confirmation screen appears, the worker presses the enter key a second
time to release the query. Normally, the
response is returned in two- to three-business days and displays on the QTRI
access the data, the worker enters QTRI space SSN or by using the PY
screen. When using PY, move the cursor
to the line marked QTR, type in QTR, and press the enter key. This screen displays the number of covered
quarters for the person as well as other information.
When information does not return within three-business days, the worker
re-initiates the request; and
Third Party Query (TPQYC/TPQYI).
Verification of SSI, Social Security cash benefits, Medicare, and the
person's SSN may be obtained through the automated Third Party Query
procedure. This procedure accesses the
same file that produces SDX and BENDEX data. A SSA
verification record may also be requested by using the TPQYC transaction.
access this online transaction, type TPQYC, space, and case number, enter the
SSN when prompted, and confirm the information entered.
When no response is received within 48 hours of the request, repeat the
TPQYC transaction generates online data that is returned to the requester
Information verified with this procedure is generally the most current because
Social Security records may be updated at various times during any given
month. Therefore, data on TPQYC
responses may or may not agree with data appearing on the SDX or BENDEX file
for the same person.
view the returned data, the worker enters TPQYI space SSN or enters the TPQ
transaction code while on the PY screen.
A detailed explanation of this procedure is available on DHS Infonet/Job
Functions tab/Adult and Family Services/Systems Help/Data Exchange/TPQY.
When using TPQYC to verify:
(I) Social Security benefits, the gross benefit amount is
rounded down to a whole-dollar figure; or
(II) SSI income, net amounts are given. This figure is rounded to the nearest
dollar. For example, 1¢ to 49¢ is
rounded down and 50¢ to 99¢ is rounded up.
18. Data exchange
information is routinely compared with DHS records. When discrepant information is detected, an
automated system of notification posts discrepancy messages to IMS. These messages are accessible by using
transactions G1DX, G3, and PY. All
discrepancy messages must be cleared using the DXD transaction within 45-calendar days of the error posting.
(1) G1DX displays a list of discrepancy messages by DHS
office number. The worker accesses
discrepancies by entering G1DX space DHS office number and location code. A more detailed list is obtained by entering
G1DX space, DHS office number, location code, supervisor number, and district
number. Refer to Instructions to Staff #
8 of this Section for more information.
(2) G3 displays an expanded message. The user accesses this screen by entering G3
space case number.
(3) One of the G1DX discrepancies that may appear on a
worker's G1DX report is an address discrepancy.
An address discrepancy starts with the letters 'AD.' When an address discrepancy appears, the
worker must contact the client to verify the current address before updating
the address in FACS and clearing the discrepancy. More information regarding address validity
and integrity is available under Systems Help/Data Exchange/Address Validity
worker uses DXD to clear the data exchange discrepancy after documenting the
information in FACS case notes and taking appropriate action. The user accesses this screen by entering DXD
space case number. When the screen
appears, the user enters his or her SSN, system type, and a reason code to show
the error caused a reduction (reason code 7), an increase (reason code 9), or
no change in benefits (reason code C) and presses enter. After pressing enter, the system requests confirmation. When the user selects Y, the transaction
clears the error from G1DX and G3 and posts a resolution date on the DXL
19.(a) The worker accesses the Alien Status
Verification Index (ASVI) through a web-based online system at https://save.uscis.gov/Web/vislogin.aspx?JS=YES. Online responses are returned for the initial
verification inquiry and the additional verification inquiry. The worker images and files the online
verification number or entire verification record in the case record or copies
and pastes the information into FACS Case Notes.
(1) Initial verification responses are returned in three to
five seconds. Initial verification is
initiated when at least one of the documents in (A) through (J) appears to be
valid, is available, and has an A-number of A0000001 through A59999999,
A70000000 through A79999999, or A90000000 through A9999999. Documents include forms:
(D) I-688, I-688A, or I-688B;
(I) I-181a, less than 1 year of age; or
(J) I-94, endorsed, in a foreign passport, less than 1 year
worker uses the same website to request additional verification as initial
verification or submits Form G-845, Verification Request, to the United States
Citizenship and Immigration Services (USCIS).
The website method is preferred since a response is returned in
three-federal business days as opposed to a 10-business day paper response time
using Form G-845. Benefits of persons who
are otherwise eligible are not delayed, closed, or reduced due to the
non-receipt of a response from USCIS.
worker initiates additional verification immediately, when:
person provides documents that appear counterfeit or altered;
is no A-number on any document;
A-number in the A60000000 or A80000000 series appears on any document;
USCIS fee receipt other than I-689 is presented; or
Form I-181a or I-94 in a foreign passport has an endorsement processed more than
one year ago from the current date.
(b) USCIS is responsible for determining immigration
status. AFS reports the names and
addresses of persons applying for or receiving benefits who are determined to
be residing in the U.S. unlawfully to USCIS.
The worker reports to AFS program staff the names and addresses of
applicants or recipients who:
(1) admit illegal aliens are present in the household and
present USCIS information that appears to be forged; or
present a formal order of deportation or removal.
20. The worker images
and files the court document in the case record and documents any case action
in FACS Case Notes.
21. The availability of
new birth records within a previous five-month period is dependent upon
reporting time frames of hospitals, midwives, and birth centers. When a data match occurs, the system updates
the "citizenship verification" and "citizenship verification
22. To display the FSD
screen, enter FSD space SSN.
(1) The FSD is indicated on the PY screen so a separate
transaction is not necessary when the PY transaction is used first.
When fraud is determined for the Supplemental Nutrition Assistance Program
(SNAP) or Temporary Assistance for Needy Families (TANF) this information is
updated on the FSD screen.
(3) For SNAP rules, refer to OAC 340:50-15-25 and 340:65-9-4
for TANF Program rules.