CalWORKs Policy - Department of Public Social Services

• Review LEADER claims. Identify cash
overpayments and CalFresh (if applicable)
overissuance claims that need to be referred to the
District Adjustment Unit for review and validation.
Note: As part of the Outbound Dialing System,
participants receive a reminder call of the upcoming
redetermination appointment. LEADER populates the
Case Comments screen regarding the reminder.
How must the EW conduct the telephone
redetermination interview?
The EW must conduct the telephone redetermination
interview by completing the following actions:
• Call the participant on the “Day,” “Home,” or
“Msg/Cell” telephone number on the FS29 LA 3,
redetermination appointment letter on the
designated date and time. If unable to reach the
participant, three additional efforts should be made
in 10 minute intervals:
‣ If the participant is available for the interview,
select the Tel Interview Comp button in the
Appointment Details screen. When exiting the
appointment screens, the RD Driver Queue
screen automatically opens. Complete the RD
Driver Queue while the participant is on the
line;
Note: The Tel Interview Comp button will not be
enabled if the redetermination packet has not
been entered as “Received” in the Forms
Management/History screen; or
‣ If the participant is not available for the
telephone interview, select the Tel Interview Not
Comp button. LEADER will schedule a second
redetermination appointment;
• Conduct an effective interview:
‣ Introduce yourself (name, title, department,
office);
‣ Identify the participant: Ask for Name, Case
Number and one other identifying information
found in the case record such as the last four
digits of the social security number, birth date of
a child, etc.;
‣ Explain the purpose of the redetermination
interview;
‣ Give an estimate of how long the interview will
take;