Responsibility for Providing Verification
Client households have the primary responsibility to provide documentary evidence in support of their declared income and to resolve any questionable information. Clients can supply documents in person, by mail, or through an authorized representative.
Your primary goal is to assist the client in obtaining verification as long as the household is cooperating with you. Accept documentary evidence provided by clients and use your judgement on how much the verification confirms statements made during the interview and on the application. Your peers and supervisor can be an asset in helping to determine this when questionable.
If you see that a client has a hardship in obtaining documentary evidence and it appears difficult or impossible, it is your duty to offer assistance to the household in obtaining this evidence.
Do not require a client to provide multiple sources of verification when a client provides information that adequately supports the statements on the application. However, if the verification provided does not validate the application, you may require additional verification to determine eligibility.
Never deny a case solely because a person or entity outside the household does not cooperate in providing information or verification. If non-household members withhold information, you should find alternate ways to verify the application or take the client's first party statement as best available. Disqualified or ineligible household members living with the clients are considered household members when thinking about getting second or third-party verification.
Some circumstances simply cannot be verified. If a client resigns from a job due to discrimination practices, do not push the client back into that environment and it is unlikely that a company will work with you. Occasionally, businesses make odd or unreasonable demands. The client should not be punished for this. If an employer cannot be located, due to going out of business or any other reason, take the client's first party account off the situation or request a collateral contact from a reasonable source.