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Rights and Responsibilities Script

Increasingly, DHS conducts much of its business online and by telephone.  When completing your interview face-to-face, the pace can be slower.  You have access to a video to show clients the rights and responsibilities and have more opportunities to help clients fill out the application and explain what comes next.

With telephone interviews, you may face difficulties explaining to clients what their rights are and what they are required to do. Below, you will find a sample script that you can read to explain to clients their rights and responsibilities.  Although we suggest that you should not print the Handbook because of constant updates, feel free to print this and personalize it to make it work for you in your office.  Check back occasionally to see if any updates have been made on rights and responsibilities

Sample Script

Let's talk about your rights and responsibilities. You have the right to equal treatment no matter what your race, color, age, sex, disability, religion, political belief, or national origin, the right to receive information about all DHS programs, and the right to apply for benefits at any time and to receive help on your application.  The information you give to DHS will remain confidential and your application will be completed on time. If eligible, we will approve you for SNAP beginning the date you apply and for Child Care beginning the day you interview and provide all required proof. If you do not agree with the outcome of your case or any of these rights are not met, you have the right to ask for a fair hearing. If you believe you have been discriminated against, you have the right to file a civil rights complaint with DHS or the federal government.  If you want to file a complaint, DHS staff will explain the complaint process to you and provide you the forms to complete – or you may write your own statement.  If you ask, staff will help you fill out the complaint form and send it to the correct address for you. Do you have any questions about your rights? Now, we will go over your responsibilities. It is your responsibility to be truthful, cooperate with any investigations and requests for information by DHS. We may need to request documents to help us determine if you are eligible for benefits. If you are unable to obtain any documents we request, contact your worker for assistance. You must report all changes to your household circumstances within 10 days from when that change occurred. Finally, you must allow DHS to give information to other government agencies or private organizations to get help for you. If you receive SNAP benefits, you must agree to register for work unless you are exempt and to never sell or trade your benefits or the EBT card they come on. You must never use someone else's card for yourself, and you cannot use food benefits on groceries that are not considered food, such as: alcohol, tobacco, or paper products. If you receive Child Care Subsidy, you must accurately swipe your child’s attendance at an approved child care provider. Do not swipe attendance hours outside your approved schedule or for days your child does not attend child care. Do not give your EBT card or personal identification number to anyone. Contact us if you receive a “pending” or “denied” message on the point of service machine. You will have to pay for child care when you do not swipe the correct days and times your child attends child care, when you do not resolve a “denied” message within 10 calendar days, or when your provider loses an absent day payment because you did not swipe correctly. Your provider may require you to pay any copayment you owe on the first day you use child care each month. Do you have any questions about anything we have spoken about today?
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