Rights and Responsibilities
| DHS clients have the right to – | |
| Equal Treatment | Regardless of race, age, sex, disability, religion, political belief, or national origin. |
| Receive help from DHS staff to complete the application process | Ask clients if they understand all the questions on an application, and clarify any misunderstandings. Provide help when the applicant asks for help obtaining verification or completing required paperwork. |
| Receive information about all DHS services | It is important for you to be a student of your profession and have a basic knowledge of what programs we offer. |
| Quick processing of applications | Strive to resolve all applications with the first contact. Each program has its own timeframe, and we must complete applications and renewals within that timeframe (or faster if possible). |
| Apply for benefits at any time | Refer clients to www.okdhslive.org to apply for benefits at any time. |
| Confidentiality | You should only share relevant information within the office if you need assistance and never share client information with anyone outside the agency. |
| A fair hearing | Clients may ask for a fair hearing any time we take or fail to take action on a case. They may request one orally or in writing depending on the program and may choose anyone to represent them at a hearing. |
| DHS clients have the responsibility to – | |
| Be truthful | This is a two-way street, encourage truthfulness by having empathy for our clients. |
| Cooperate with OIG and SNAP QC when asked to do so | The Office of Inspector General (OIG) and SNAP Quality Control (QC) conduct investigations and may need to contact the client. |
| Provide all documents necessary to establish eligibility | You must tell the client what is needed in order for them to provide it. Provide help when the applicant asks for help obtaining verification. |
| Report changes in Household Circumstances within 10 days | You can see the list of required Child Care changes here and SNAP changes here. |
| Let DHS share information with other organizations to obtain help for them | Other government agencies and private organizations provide a similar role in client’s lives – you may need to share relevant information with them |
| Let DHS investigate or request to verify information given | When you process an application or renewal, you may need to follow-up with employers and collateral contacts to do your job. |
