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Customer Service

  • Explaining the availability of other programs – child care subsidy benefits, Early and Periodic Screening, Diagnosis, and Treatment (EPSDT), child support enforcement services – in order to help clients meet the expected outcome of self-sufficiency.
  • Reviewing previous applications, FACS case notes, and recent verification provided.
    • Ensure that identity documentation has been received at some point before certifying a case.
  • Informing the applicant of their legal responsibility for reporting all facts pertinent to eligibility
  • Reviewing the information on the application and resolve unclear or incomplete information with the client.
  • Asking the client about changes that have occurred since filing the application. 
  • Contacting other persons who may be able to help you establish eligibility if the client is unable to participate in eligibility determination because of an incapacity / disability or an inability to speak English (or any other difficulty)
  • Recognizing needs of clients for crisis intervention, social services needs, and making appropriate referrals
    • You can give clients the #211 number.  Let them know that they will be asked to put in their zip code and then will be able to speak to a live representative about programs not covered by DHS. 
    • Ask your supervisor about flyers and pamphlets that can be posted around the agency.   
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