Building Foundations - Traincolorado

Building Foundations Participant Guide

Building Foundations Participant Guide Version 3

Release Date: December 2014

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Building

Foundations Participant Guide

Health Care and Economic Security

Staff Development Center 7800 East Orchard Road, Suite 280

Greenwood Village, CO 80111




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Acknowledgements The Health Care and Economic Security Staff Development Center (SDC) would like to acknowledge all

the individuals and agencies that provided assistance during the Building Foundations development

process. First, the SDC would like to extend its gratitude to Colorado’s Departments of Human/Social

Services for their support throughout the development of Building Foundations. Numerous county

departments have hosted the SDC for site visits, shared training content, reviewed training material, and

attended meetings in the support of training development. Without this support from county

departments, Building Foundations would not have been possible. The SDC would also like to thank staff

from the Colorado Department of Human Services (CDHS), the Colorado Department of Health Care

Policy and Financing (HCPF), and the Governor’s Office of Information Technology (OIT). Their

willingness to share their program knowledge with the SDC has been invaluable. Finally, the SDC would

like to recognize the Integrated Project Team (IPT) Training sub-committee for providing guidance,

recommendations, and support throughout the development of Building Foundations.

Introduction Welcome to Building Foundations. We encourage you to use this guide throughout this training to

participate, challenge yourself, take notes, reflect and action plan. We recommend that you browse

through it now so that you get a feel for the training. If you have any questions regarding this guide,

please contact your facilitator (trainer). All Desk Aids in this Participant’s Guide will be available as

separate documents for use and printing at http://traincolorado.com > Document Library.

Thank you for assisting individuals in the state of Colorado in becoming self-sufficient!

Common Terms and Phrases

There are terms and phrases found throughout this Guide that have other common names associated

with them. We have chosen these terms and phrases based on accuracy, appropriateness, and general

understanding in order to provide consistency. The terms and phrases are listed below with other

associated common names.

Cash Assistance: Colorado Works (CW) and Adult Financial (AF)

Client: Applicant, customer, recipient, household

Colorado Works: Temporary Assistance for Needy Families (TANF; this is the federal program)

Eligibility Worker or Public Assistance Professional: User, eligibility technician, program

specialist, eligibility professional, worker

Food Assistance: Supplemental Nutrition Assistance Program (SNAP; this is the federal

program), Food Stamps

Medical Assistance: Medicaid and Child Health Plan Plus (CHP+); not Medicare

Public Assistance: Food, Medical, and Cash Assistance programs; Human Services, Social

Services

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Table of Contents

Acknowledgements ....................................................................................................................................... 2

Introduction .................................................................................................................................................. 2

Common Terms and Phrases ........................................................................................................................ 2

Table of Contents .......................................................................................................................................... 3

Understanding Poverty and Engaging Individuals ........................................................................................ 6

Objectives: ................................................................................................................................................ 6

Who Are You? ....................................................................................................................................... 6

Inspired Introduction ............................................................................................................................ 6

Group Expectations and Housekeeping ................................................................................................ 6

What’s Your Mental Model of Poverty? ............................................................................................... 7

Videos & Discussion .............................................................................................................................. 8

Key Terms & Definitions ........................................................................................................................ 9

About Poverty ..................................................................................................................................... 10

Action Planning & Networking ............................................................................................................ 10

Three Strategies for Building Effective Relationships ......................................................................... 11

Effective Relationship Strategies ........................................................................................................ 11

Why Do Effective Relationships Matter? ............................................................................................ 12

It Could Happen to You ....................................................................................................................... 12

The Big Three: Food, Medical and Cash Assistance .................................................................................... 13

Objectives: .............................................................................................................................................. 13

What Do You Know? ........................................................................................................................... 13

Food Assistance: What Can You Buy? ................................................................................................. 13

Food Assistance Facts ......................................................................................................................... 13

Food Assistance Overview .................................................................................................................. 14

Medical Assistance Introduction ......................................................................................................... 14

MAGI Medical Assistance .................................................................................................................... 15

Non-MAGI Medical Assistance ............................................................................................................ 15

Paddle Game: MAGI vs. Non-MAGI .................................................................................................... 17

Cash Assistance Introduction .............................................................................................................. 17

Cash Assistance: Colorado Works ....................................................................................................... 18

Acronym Call-Out ................................................................................................................................ 18




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Cash Assistance: Adult Financial ......................................................................................................... 18

What Do You Know Now? ................................................................................................................... 19

Applying for Public Assistance ............................................................................................................ 19

Objectives: .............................................................................................................................................. 19

Introduction to Public Assistance Applications ................................................................................... 20

Find and Submit .................................................................................................................................. 20

Application Components..................................................................................................................... 21

Application Exploration Workshop ..................................................................................................... 22

Public Assistance Applications: Rules and Policies ............................................................................. 23

Application Scenarios .......................................................................................................................... 25

Applications Are… ............................................................................................................................... 26

Interviewing for Public Assistance .............................................................................................................. 26

Objectives: .............................................................................................................................................. 26

Info Race ............................................................................................................................................. 27

What is an Interview? ......................................................................................................................... 27

Five Techniques for Conducting Effective Interviews ......................................................................... 28

Paddle Game: Interview Requirements for High-Level Program Groups (HLPGs) ............................. 29

Interview Questions for High-Level Program Groups (HLPGs) ........................................................... 30

Phone Interviews ................................................................................................................................ 34

Practice Positivity ................................................................................................................................ 34

Practice Interviews .............................................................................................................................. 35

What Have I Learned? ......................................................................................................................... 36

Documentation: Creating Effective Case Comments .................................................................................. 36

Objectives: .............................................................................................................................................. 36

What is a Case Comment? .................................................................................................................. 37

The Purpose of Case Documentation ................................................................................................. 37

What is (or isn’t) in a Case Comment? ................................................................................................ 37

Case Comment Case Studies ............................................................................................................... 38

What Did I Learn?................................................................................................................................ 40

Application Initiation (AI) ............................................................................................................................ 40

Objectives: .............................................................................................................................................. 40

Matching Terms .................................................................................................................................. 41




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Inquiry ................................................................................................................................................. 41

Application Initiation (AI) Overview .................................................................................................... 42

AI Review ............................................................................................................................................. 42

When to Complete an AI ..................................................................................................................... 43

Application Initiation (AI) Tour ............................................................................................................ 44

Questions ............................................................................................................................................ 46

Hands-On Application Initiation .......................................................................................................... 46

Finding a Case through Quick Search .................................................................................................. 50

Finding a Case through Inquiry ........................................................................................................... 51

Case Practice ....................................................................................................................................... 51

Debrief ................................................................................................................................................ 52

Closing ................................................................................................................................................. 52

Appendix ..................................................................................................................................................... 53

Interviewing for Public Assistance .......................................................................................................... 53

Fictional Client Profiles ....................................................................................................................... 53

Interviewing Desk Aid ................................................................................................................................. 54




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Goal

Participants will

possess the awareness

and skills required to

professionally engage

clients experiencing

some form of poverty.

Understanding Poverty and Engaging Individuals

Objectives:

After this course, participants will:

Develop a mental model of poverty

Recognize at least five key terms associated with poverty

Use three proven strategies for building professional relationships with

clients

Discuss the connections between relationships and outcomes

Who Are You?

Inspired Introduction

Group Expectations and Housekeeping

Notes:

Notes:

Notes:




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What’s Your Mental Model of Poverty?

Poverty is…

Poverty is caused by…

People in poverty typically…

My thoughts about poverty are shaped by…

Public Assistance is…

Public Assistance should be for…

Notes:

Note

This will not be

shared, so you can

be completely

honest.




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Videos & Discussion

What are your initial reactions to each family’s situation?

What resources do these families lack?

What are the strengths of each family?

Notes:




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Key Terms & Definitions

Match the below terms with the correct definitions.

Poverty (A) Approach refers to policies, practice methods, and strategies that identify and draw upon clients’ strengths

Situational Poverty

(B) Verbal exchange characterized by complete sentences and specific impersonal word choice that avoids slang expressions (recommended for professional, technical or formal settings)

Resources (C) Connections existing between people

Casual Register (D) Minimum amount of gross income established by the Federal Government that a family needs for food, clothing, transportation, shelter and other necessities

Strength-Based Model

(E) A stock or supply of money, materials, support, and other assets that can be drawn on by a person in order to function effectively

Formal Register (F) Lack of resources due to a particular event (i.e., death, illness, loss of job, divorce, abuse)

Federal Poverty Level

(G) Verbal exchange characterized by general language with simple sentence structure (recommended for casual or informal settings)

Relationships (H) Poverty experienced for at least two generations

Generational Poverty

(I) A concept that refers to the deposits and withdrawals that are made by an individual in the process of developing a relationship

Emotional Bank

(J) The extent to which an individual goes without resources (Examples of resources include: financial, emotional, mental, spiritual, physical, support systems, relationships/role models, knowledge of hidden rules, coping strategies)

Notes:




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About Poverty

Poverty is 1) _________________

Poverty occurs in all 2) _________________ and countries

Research and conclusions about poverty are based on 3) _________________; all patterns have

4) _________________

The causes of poverty are 5) _________________ and we should reject simple explanations

It is unproductive to support 6) _________________ about the poor

People experiencing poverty should neither be 7) _________________ nor

8) _________________ for their situations

A better understanding of poverty will 9) _________________ public assistance professionals’

effectiveness

Action Planning & Networking

Your Service Goal:

Service Goal from another participant:

Notes:

Notes:

Note

Action Planning is the

process of focusing ideas

and creating concrete goals

with steps to take. Return

to your action plan

regularly.




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Three Strategies for Building Effective Relationships

Fill in the blanks:

Use _________________ Register (Inviting tone using simple sentence structure)

Use the Strength-_________________ Model (Focus on strengths, not weaknesses)

Make Deposits in an _________________ Bank (Genuine compliments, appropriate humor,

openness to feedback)

Effective Relationship Strategies

Notes:

Notes:




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Why Do Effective Relationships Matter?

Why effective relationships lead to better outcomes for clients:

It Could Happen to You

You have income of $2,000/month, which just covers your expenses of $1,900. Now an unexpected life

event decreases your income or increases expenses:

Life Event:

Resources

If you were applying for assistance, how would you want to be treated?

What standards of service would you recommend?

Notes:




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Goal

Participants will explain the

primary benefits available to

clients through Food, Medical

and Cash Assistance programs.

The Big Three: Food, Medical and Cash Assistance

Objectives:


Identify Public Assistance programs available to Colorado citizens

Differentiate between High-Level Program Groups (HLPGs)

Explain basic benefits associated with each HLPG

What Do You Know?

Food Assistance: What Can You Buy?

Food Assistance Facts

Notes:

Notes:

Notes:




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Notes:

Food Assistance Overview

The _________________ program provides food benefits to _________________households,

ensuring that they have access to a _________________

What are the three categories of Food Assistance benefits?

1) ________________________________________

2) ________________________________________

3) ________________________________________

Individuals have access to Food Assistance benefits with __________________________issued

and used like a debit card at most grocery stores to buy food

Households that meet the following Expedited criteria are required to have their application

processed within _________________ days:

Liquid resources are less than _________________ and gross monthly income does not

exceed _________________

Combined monthly gross income and liquid resources are less than the household’s

monthly _________________ and _________________

An individual in the household is a migrant or seasonal _________________

________________________________________

Medical Assistance Introduction

Notes:




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MAGI Medical Assistance

Match the below definitions with the correct terms, which will be mentioned during the MAGI overview.

Pregnant women age 19 and over A Parent/Caretaker Relative

Qualified individuals age 19 through the end of the month they turn 65

B CHP+ Pregnant

Qualified individuals under age 19 who exceed the FPL C Adult

Qualified individuals who have a dependent child D Pregnant

Pregnant women age 19 and over, who exceed the FPL E Child

Qualified individuals under age 19 F CHP+ Children

Select the appropriate category for each of the below scenarios.

Scenario 1: An application is received for a woman, her husband and her two children. What

category of Medical Assistance would she most likely be eligible to receive?

Adult

Child

Parent/Caretaker Relative

Scenario 2: An application is received by a single man who is 27 years old. He has no children.

What category of Medical Assistance would he most likely be eligible to receive?

Pregnant

CHP+ Children

Adult

Scenario 3: An application is submitted by a grandmother who is applying for her grandson who

is 15 years old. What category of Medical Assistance would he most likely be eligible to receive?

a. CHP+ Children

b. Parent/Caretaker Relative

c. Child MAGI

d. Both A and C

Non-MAGI Medical Assistance

Non-MAGI Medical Assistance programs do ________ use the MAGI methodology to determine

income and household composition

Many Non-MAGI programs look at _________________ and _________________ status in

addition to income and other factors when determining eligibility

Long Term Care (LTC)

Long-Term Care includes _________________ care and Home and Community

Based Services (_________________) where medical providers come into the




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home to render the necessary services to keep a disabled individual from being

institutionalized in a nursing facility or hospital

Aged, Blind and Disabled (ABD)

Medical Assistance that serves low-income individuals who are: Aged

_________________, Blind, or Disabled by _________________standards

SSI Mandatory

Mandatory category of Adult Medical Assistance which provides

individuals who are eligible for ________________________________

(SSI) payment with medical coverage

Pickle

Category of Adult Medical Assistance which may _________________

Medical Assistance to former SSI or _________________ Medical

Assistance recipients who lost SSI or OAP under certain circumstances

Disabled Adult Child (DAC)

Category of Adult Medical Assistance which may restore Medical

Assistance to former SSI recipients who receive a _________________

Qualified Disabled Widower (QDW)

Category of Adult Medical Assistance which may restore Medical

Assistance to former _________________ recipients who receive a

QDW benefit

Old Age Pension Medicaid (OAP-A, OAP-B, OAP HCP-A, and OAP HCP-B)

Category of Medical Assistance provided to _________________

recipients

OAP HCP-1 and OAP HCP-B are provided by the _________________,

and are not part of a federal program

Adult Buy-In program: Working Adults with Disabilities (WAwD)

Enables the State to offer Medical Assistance benefits to individuals:

Aged 16 through _________________ with a disability

Who are _________________ and earn below the income limit

Who would be _________________, except for earnings and

resources

A monthly _________________ is required and is based on income

Children’s Buy-In: Children’s Buy-in with Disabilities (CBwD)

Provides Medical Assistance benefits for children who are under

_________________, have a qualifying _________________, and whose

adjusted family income is at or below _________________ of the

Federal Poverty Level (FPL)

A monthly premium may be required based on _________________

Breast and Cervical Cancer Program (BCCP)

Category of Adult Medical Assistance for women who are

_________________ with breast or cervical cancer (or a precancerous




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condition) at Women’s Wellness Connection (_________________)

screening clinics (not determined at a County)

Coordinated between the Department of Health Care Policy and

Financing and the Department of Public _________________ and

Environment

Refugee Medical Assistance (RMA)

Category of Medical Assistance available to _________________,

Asylees, Cuban/Haitian entrants, Victims of Trafficking, and Special

Immigrant Visa recipients who are _________________ eligible for

other Medical Assistance

Medicare Savings Program (MSP)

Medical Assistance program for elderly _________________ recipients that

________________in payment of some of their health care costs

Low Income Subsidy (LIS)

Financial assistance provided to individuals who have limited financial means to

pay for copayments, deductibles or premiums as a supplement to

_________________

_________________ through the Social Security Administration (SSA)

Paddle Game: MAGI vs. Non-MAGI

Cash Assistance Introduction

Notes:

Notes:




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Cash Assistance: Colorado Works

Select True or False for each of the below questions.

1) Colorado Works is the same thing as Temporary Assistance for to Needy Families (TANF).

True

False

2) One of the main goals of Colorado Works is to lead families towards self-sufficiency.

True

False

3) County and State Diversions are continuous benefits received monthly.

True

False

Acronym Call-Out

Cash Assistance: Adult Financial

The _________________ program provides financial assistance for low-income adults age 60 or

older

Which of the following provides assistance to disabled clients age 18-59 or blind clients age 0-

59?

a) Old Age Pension

b) Colorado Supplement to SSI

c) Aid to the Needy Disabled State Only

Notes:

Notes:




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Goal

Participants will be

familiar with

applications for Public

Assistance programs.

True or False: the Adult Foster Care program provides 8-hour care and supervision for frail,

elderly or physically or emotionally disabled adults

Home Care Allowance provides a cash payment to clients:

a) With high functional abilities

b) Who do not have a care provider

c) With the lowest functional abilities and the greatest need for paid care

The Burial Assistance Program provides benefits covering reasonable and necessary costs for

_________________, burial or cremation services

The Repatriation Program assists:

a) Legal Permanent Residents (LPRs)

b) Refugees and Asylees

c) U.S. Citizens and their Dependents

d) Undocumented Immigrants

What Do You Know Now?

Applying for Public Assistance

Objectives:


Recall where applications can be found

Describe how clients can submit applications

List the types of applications available to clients

Identify the sections on common applications

Explain the rules and policies for applications

Notes:

Notes:




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Introduction to Public Assistance Applications

Purpose:

Types:

What are the different common applications used for Public Assistance programs in Colorado:

Single _________________ Application (SPA)

Single _________________ Application (SSAp)

Program _________________ Application Kit (PEAK)

_________________ (Medical Assistance only)

Find and Submit

Where can individuals find applications?

Where can individuals submit applications?

How can individuals submit applications?




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Application Components

Applicant/Demographic Information:

Household Composition:

Income and Employment:

Resources:

Expenses:

Rights and Responsibilities

SSAp Only

Privacy Statement (SSAp only):

Worksheets (SSAp only):

Appendix (SSAp only):

Notes:




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PEAK:

Application Exploration Workshop

Single Purpose Application (SPA)

What easy and difficult things did you encounter while completing the application?

Teach back:

Has this exercise changed anything about how you know your job? How?

What was similar and what was different about the two applications?

Notes:




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Public Assistance Applications: Rules and Policies

What is required for an application to be accepted?

All programs:

Food Assistance:

Medical Assistance:

Colorado Works:

Adult Financial:

When is an application considered received?

All programs:

Medical Assistance:

Food and Cash Assistance:




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Who needs to sign the application?

Food Assistance:

Medical Assistance:

Colorado Works:

Adult Financial:

Application processing guidelines:

Food Assistance:

Medical Assistance:

Cash Assistance:

How long are applications valid?

Food Assistance:




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Medical Assistance:

Cash Assistance:

Application Scenarios

Application submitted for Food Assistance on 01/02/2014. Applicant lives alone. The only

information on the application is name and address and signature.

1. Is there enough information on the application to schedule an interview?

2) How long is the application valid?

3) What are the processing guidelines

Application for Medical Assistance (MA) on 01/02/2014. Applicant is applying for himself, his wife,

and their child. Application is completed, except the section that requests tax information

1) Is tax information required in order to accept the application?

2) Can the applicant use the SPA to submit an application for Medical Assistance (MA)?

3) Who is required to sign the application?

A complete application for Colorado Works was submitted on 01/02/2014. The application was

denied on 01/15/2014.

1) Who needs to sign the application?




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Goal

Participants will

identify the techniques

and processes for

effective and efficient

Public Assistance

interviews.

2) How long is the application valid?

3) What are the application processing guidelines for this case?

Applications Are…

Applications are important because…

Applications are available...

Applications are submitted at…

Interviewing for Public Assistance

Objectives:


Define an interview

Discuss five techniques for conducting interviews

Recall interview requirements for High-Level Program Groups (HLPGs)

Identify strategies for conducting phone interviews




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Note

The first two questions will not be

shared, so please be completely

honest.

Info Race

Was the dialogue comfortable or uncomfortable and

why? What does that reveal about your own biases?

What was your first impression of your partner? How did that influence your interactions and

what questions you asked?

What methods did you use to make the situation more comfortable? When meeting new

people, what can you do to make the conversation more fluid?

How can you create good first impressions?

What is an Interview?

1) Definition of an Interview:

_________________-way exchange, a conversation, in which both parties have some

_________________ (U.S. Department of State, Bureau of Human Resources)

2) Interview goals:

Clarify the _________________ that the client provides on the application

Gather _________________ information, if missing

Answer _________________ about program benefits, rules, rights and responsibilities,

verifications, etc.

Review application for potential ____________ for other programs

Notes:




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3) 5 Phases of an Interview:

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

4) Professional Standards:

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

Five Techniques for Conducting Effective Interviews

Create a welcoming environment:

Set goals:

Break down problems into manageable pieces:

Notes:




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Note

If a client applies for

multiple programs that

require an interview,

he or she can only be

required to attend one

interview.

Use open-ended and closed ended questions appropriately:

Check for shared understanding:

Paddle Game: Interview Requirements for High-Level Program

Groups (HLPGs)

High-Level Program Groups (HLPGs) face-to-face interview requirements for

eligibility determination:

Food Assistance

Within 7 calendar days of application for expedited

Within 30 calendar days of application for regular

Can be completed via phone interview if client requests

Financial Assistance

Adult Financial

Must be completed before eligibility determination can be made, which is no

later than 45 calendar days after an application was submitted (60 calendar

days for AND)

Colorado Works

Interview required within 45 calendar days of application submission

Assessment within 30 calendar days of application submission

The assessment is an evaluation conducted to determine a client’s skills,

education, work history, and potential barriers to employment

Medical Assistance (MA)

No interview required (eligibility must be determined in 45 or 90 calendar days

depending on if a disability determination is necessary)

Notes:




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Interview Questions for High-Level Program Groups (HLPGs)

Questions that are mandatory are bold and have an *. Please ask questions appropriately

based on who the client is and what programs he or she is applying for. HH = Household.

****************** ALL PROGRAMS ****************

Application date

Interview date

CBMS Case Number and Case Name: (Last name, First name, MI)

List programs requested

DEMOGRAPHICS

*Is anyone in the HH a non-U.S. citizen? If yes, provide name(s) and sponsor’s name, date of birth, and address. Sponsor’s income, resources and HH comp requested?

CASE INDIVIDUAL

*List the name and age of each HH member

*Is anyone in the HH disabled? If yes, who?

*Is anyone in the HH pregnant? If yes, provide due date and number of babies expected

Are there others that live in the home that are not included on this application?

RESIDENCY

*Are you a Colorado Resident?

*What is your living situation?

*Do you have an address where you can receive mail?

*Do you have a phone number we can reach you at? If so, is it OK to leave a message at

Notes:




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this number?

*Are you or any member of your HH hiding or running from the law? Note: this agency will not report you if this is the case. It may impact your eligibility, but should not prevent others in your home from receiving benefits.

*Are you currently receiving Food, Cash, or Medical Assistance benefits or have you received them in the last 90 days? If yes: who, where and when (need a phone number for the agency where benefits were received and/or a letter of termination of benefits)? Were you receiving benefits in another state?

INCOME

*How do you and your family get money? If anyone is receiving income, ask all Earned Income or Unearned income questions below.

EARNED INCOME

Earned Income for (name)?

Current employer name?

Hours worked per week?

Pay frequency (e.g. weekly, every 2 weeks, twice a month, monthly)?

Hourly rate?

Date and gross amount of most recent check?

Is this check representative?

Gross income received in the month of application?

If Collateral Contact, provide contact name, title and phone number?

Is this income from self-employment? If yes, gross monthly amount?

Amount of tips received from this employment? UNEARNED INCOME

Recipient and type?

Gross amount?

Date of last check received?

Amount of last check received?

EXPENSES

Does anyone in the home pay day care expenses? Receive Child Care Assistance Program (CCAP)? If yes, how often and how much?

Does anyone in the home have medical expenses? If yes, amount paid?

SHELTER/UTILITIES

*How much do you pay (or are you supposed to pay) in rent or mortgage? If you pay mortgage, how much do you pay for home-owner’s insurance, property taxes, and/or Homeowner’s Association (HOA) fees?

Do you pay any other expenses related to your shelter?

If Collateral Contact, provide contact name, title and phone number?

*How do you meet your basic living needs?

REMINDERS




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Referrals? If yes, name, date/time?

*Review of Rights and Responsibilities – Read “What I Should Know”. If you require assistance reading or understanding this part of the application, please let us know. After the interview, provide this part of the application to the client.

*Offer voter registration (to U.S. citizens only).

<<<<<<<<<<<<< EXPEDITED FOOD ASSISTANCE >>>>>>>>>>>>>

*What is the total amount of money the HH expects to get this month (before deductions)?

*Are you responsible to pay rent or mortgage? If yes, amount?

*How much cash do you have on-hand or in checking/savings accounts?

*Is anyone in the home a migrant or seasonal farm worker?

>>>>>>>>>>>> FOOD ASSISTANCE <<<<<<<<<<<<<<

*Who lives in the home?

*Who is applying for Food Assistance?

Are you homeless? If yes, where do you sleep? Who else lives there? Are you responsible to pay anything?

*Did you receive LEAP at this address this year or last year? If no, do you pay for heating or cooling costs? If yes, are those costs included in rent? If no, do you pay any other utilities (electric, trash, sewer, water, phone, etc.)?

*Who buys and cooks food together?

*What is your race/ethnicity?

*Has anyone in the HH applied for SSI or other Social Security benefits? If yes, who?

Has anyone applied for Unemployment Insurance Benefits (UIB)? If yes, who?

*Does anyone in your HH pay or receive child or adult day care or child support? If so, who, how often and how much?

*Is anyone in the HH currently in Foster Care? If yes, who and for how long?

*Is anyone in the HH currently on strike? If yes, who?

*Is anyone in the HH attending: High school, College, Vocational or Trade School? If yes, who? Is Financial Aid received? Is that individual participating in Work Study or the Workforce Investment Act (WIA) program?

*If you are under age 22, please tell me who else is living in the home (e.g. parents, spouses, children, etc.)

*Is anyone applying for Food Assistance currently living in a battered women’s shelter? If yes, is that individual already receiving benefits?

$$$$$$$$$$$$$$ ADULT FINANCIAL ASSISTANCE $$$$$$$$$$$$

*Are you paying at least $260.00 in shelter expenses (rent/utilities)? Note: exclude this question if the applicant owns their own home, lives in subsidized (Low-income/Section 8) housing, or is homeless.

*Are you now or have you ever been married?

*Are you or your spouse currently or have either of you ever been in the military?

*Do you have a disability? If yes, do you need assistance with Self-Care activities?




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Has your medical or developmental condition lasted or is it expected to last 12 months or longer?

*Has anyone in the HH applied for SSI or other Social Security benefits? If yes, who?

*Has anyone in the HH received SSI or SSDI and it has been terminated? If yes, when did it stop (date)?

*Has anyone in the HH received a Lump Sum payment?

*Resources are considered for Adult Financial Assistance. Do you have resources? If yes: Resource Name, Type and Value?

*Have you given away or sold anything of value in the last 3 years? If yes: Resource Name, Type and Value?

*Is anyone in the HH temporarily out of the home in a medical facility?

*If you need help to pay for Burial/Funeral costs in the future, would you prefer: Cremation, Burial or No Preference?

+++++++++++++++++ COLORADO WORKS ++++++++++++++++++

*Are you or have you ever received cash benefits? If yes: who, where and when (need a phone number for the agency where benefits were received and/or a letter of termination of benefits)?

COLORADO WORKS continued

*Have you or any member of your HH been convicted of a Felony under Federal or State Law for possession, use or distribution of a Controlled Drug Substance (Felony Drug Conviction) or for a crime while under the influence of a Controlled Drug Substance after August 22, 1996?

*Do you live with any children under the age of 19? If yes, are you the main person taking care of them?

*Is anyone in the HH temporarily out of the home in a medical facility?

*How is everyone in your HH related?

*Is anyone in the HH pregnant? If yes, provide due date, number of babies expected and father’s name

*If anyone in the HH is employed, is the employment temporary and expected to last less than 3 months?

*List the highest grade in school completed for each HH member:

*Is anyone in the HH attending: High school, College, Vocational or Trade School? If yes, who?

*Are there any children in the HH with absent parents? If yes, is there good cause or non-disclosure? What are the names of the child(ren) and absent parent(s)?

*Does anyone in the HH pay child support? If yes, what is the amount paid and frequency? Is it paid directly or court ordered?

*Is anyone in the HH currently in Foster Care? If yes, who and for how long?

*If you may need help to pay for Burial/Funeral costs in the future, would you prefer: Cremation, Burial or No Preference?




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Phone Interviews

Opportunities:

Challenges:

Helpful Hints:

Practice Positivity

“It’s not my fault that you did not send in the verifications we requested. You waited too long

now and you’ll have to start everything over again.”

“I won’t process your application until it is complete, and right now I don’t know if you are a

citizen.”

Notes:

Notes:




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“I don’t know the answer to your question. Try looking it up on our website or in the rules.”

“You aren’t going to be eligible.”

Create your own example:

Practice Interviews

Interviewee 1:

Interviewee 2:

Where can you improve?

What worked well?




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Goal

Participants will

compose appropriate

case comments in

CBMS.

What Have I Learned?

Identify at least three program rules:

Identify two interviewing techniques:

Documentation: Creating Effective Case Comments

Objectives:


Describe the basic theory of case documentation

Recognize the components of effective CBMS case comments

Write detailed case comments

Notes:

Notes:




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Notes:

What is a Case Comment?

Definition:

The Purpose of Case Documentation

1) Assist in valid determination of _________________ and payment amounts

2) Provide for _________________ and understanding by eligibility workers other than the

_________________ intake worker (if a case is reopened, transferred to another county, a new

worker is assigned, etc.)

3) Provide accountability for the _________________ taken or decisions made regarding a case

4) Tell the _________________ of the case

5) Denote information a _________________ has provided to an agency

6) If there is not a case comment, it could be perceived that ____________ was not provided by

the client

7) Eligibility workers _________________ case comments to avoid _________________ on cases

8) Case comments can be used in _________________ _________________ when a client is

appealing a decision made by a County or MA site

9) Case comments are _________________ during State audits and/or case file reviews

What is (or isn’t) in a Case Comment?

What should be included?

Notes:




Page 38 of 54

Note

Be mindful and use spellcheck!

What should not be included?

1) Protected _________________ Information (PHI). Case comments are subject to

_________________. Personal information regarding health, illnesses, etc. should not be

included in case comments

2) Case comments should not include the author’s _________________ or inferences about the

client

3) Acronyms (_________________ these out the first time if they are necessary)

Case Comment Case Studies

1) Case Comment:

FS RRR Received on 09/03/2013 - 720-628-0226 - Phone

Int w/ (last name, first name) on 09/13/2013 @ 11:00 –

(Case worker name and office). 09/04/2013

Identify information provided in the case comment that is not needed

What information is missing from the Case Comment?

Rewrite the Case Comment to increase readability

Notes:




Page 39 of 54

2) Case Comment:

04.09.2012- Client submitted CRF with letter from employer stating that client is on Medical

leave and also reporting that (name) is no longer in home. I updated case making the necessary

changes. ran edbc and authorized Fa benefits in the amount of 793.00. (Case worker name and

worker id).

Identify information provided in the case comment that is not needed

What information is missing from the Case Comment?

Rewrite the Case Comment to increase readability




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Goal

Participants will

complete the

Application Initiation

(AI) phase of case

processing for all

programs.

What Did I Learn?

Application Initiation (AI)

Objectives:


Recall key terms associated with AI

Discuss the purpose of AI

Decide when AI must be completed

Summarize the steps for completing Client and Case Inquiry

Identify the pages associated with AI

List all of the steps for completing the Individual Clearance process

Recall basic policy knowledge when completing data entry in AI

Notes:




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Matching Terms

Match the terms on the left with the correct definitions on the right.

1 - Companion Case A - A new Case Number should be requested in CBMS based on case-by-case circumstances

2 - Existing Case B - Requested for individuals who do not have an existing Client ID

3 - Existing Client ID C - When an individual is a household member on a case but is also included on another case

4 - New Case D - Unique identifier assigned to an individual who is or has requested services or benefits through the State for programs which require a State ID

5 - New Client ID E - Requested for individuals who do not have an existing State ID

6 - Research/Inquiry F - Unique identifier assigned to an Individual who is known to CBMS.

7 - New State ID G - Process used to determine whether or not an individual is known to CBMS. Also used to research case information

8 - Existing State ID H - Client has a case in CBMS. The case can be Pending, Open, or Closed

Inquiry

The Importance of Inquiry

Always complete a _________________ inquiry before starting an application or creating a

case to see if a person is known to CBMS

If you do not perform a thorough inquiry before starting a new Application, you may create

_________________ IDs

Inquiry Tips:

The following actions are recommended when conducting Inquiry:

Search all possible name combinations

Search by the client’s _____________name (if available)

If the client or family has two last names, search ___________________________,

reversed, and together




Page 42 of 54

Search for nicknames (e.g. Kate and Katherine, John and Jonathan, Maggie and

Margaret

True or False: It is recommended to only complete one search

Application Initiation (AI) Overview

AI is where data entry in CBMS _________________ for new applications

The _________________ for starting an Application is the _________________ for all programs,

whether the applicant is applying for Medical, Cash or Food Assistance

The _________________ when the application was _________________ is entered into AI

AI is where to determine whether an applicant is _________________ or new to CBMS. This is

known as _________________ Clearance

AI is where to identify in CBMS for which_________________ the client is applying

AI is where to enter information regarding _________________ Food Assistance

AI is where a new case number for the applicant(s) can be _________________ or the new

application can be attached to an existing case

AI is where to enter household _________________ for each individual on the application

Once information is saved at the end of AI, it cannot be _________________ or

_________________

AI Review

Notes:

Notes:




Page 43 of 54

When to Complete an AI

When to complete an AI:

An AI should be completed when a client is applying for a program

Example:

An AI should be completed when a client is receiving benefits from one High Level

Program Group (HLPG) and then applies for another HLPG

Example:

A new AI should be completed for a Food Assistance application that was initially denied

due to a client providing information or completing his or her interview 31-60 days after

the application was originally submitted

Example:

An AI should be completed when a recertification packet is provided late because the

case will have closed

Example:

An AI should be completed when a married couple receiving benefits together separates

or divorces and the person who was not the case payee on the initial case applies for

benefits on his or her own

Example:

An AI was completed using incorrect information

Example:

An AI should be completed for a new Adult Financial application for a client who was

active with MA only in order to issue Burial Assistance

Example:

When NOT to complete an AI:

An AI should not be completed when adding a person to an existing case

Example:




Page 44 of 54

An AI should not be completed when a client is receiving benefits in another county and

then applies for the same benefits in your county. Instead, an inter-county transfer

should be completed following the policies outlined in the guide on the portal and the

processes of your County or MA Site

Example:

An AI is completed with the incorrect information that does not affect eligibility

Example:

Application Initiation (AI) Tour

Home Page

Applicant Information

Search Case Address

Clear/Inquire on Individual

Notes:




Page 45 of 54

Household Members

Programs Requested

Emergency Details

Special Indicators

Application Status

Get Case Number

Household Relationships Details

Household Relationships Summary




Page 46 of 54

Purchase and Prepare

Application Wrap Up

Home Page

Questions

Hands-On Application Initiation

Client information tracking:

Adult:

Name:

SSN:

DOB:

Gender

Application Number:

Case ID:

Child:

Name:

SSN:

DOB:

Gender:

Notes:




Page 47 of 54

Applicant Information

The Effective Begin Date field should be completed using the date _________________

on the application

The application date cannot be _________________or_________________ dated

Under the Type field, use the following for a new AI:

a) Initial/New

b) Recertification

c) Redetermination

d) Restoration

e) Special Situation

SSN is not a required field, but __________________________if the applicant provides

a SSN on the application

Complete the following statements regarding the Ethnicity section.

You ___________ enter multiple ethnicities

When an applicant does not declare an ethnicity, select ___________________

__________________requires that you enter an ethnicity

It is recommended that ethnicity be completed for Medical Assistance

Search Case Address

CBMS assigns an _________________ Number when you save the Applicant Information

page

Household Members

The Summary section _________________ the applicant’s information that was entered

on the Applicant Information page

The Requesting Aid and In the Home fields default to _________when the Applicant is

displayed

During the client clearance process, CBMS will search to see if the client is

_________________ to CBMS

After selecting the Clearance button, a ___________ table will be display

A State ID is required for all individuals requesting _________________ with the

exception of the _________________ HLPG.




Page 48 of 54

Programs Requested

Use the Programs Requested page to _________________ programs the applicant has

applied for

If you select a cash program, CBMS automatically selects _________________

Only one _________________ program can be selected on each case

Emergency Details

The information on the Emergency Details page is used only to determine whether the

household meets the _________________ Assistance criteria

Special Indicators

True or False: Use the Special Indicators page for automatic case assignment

Application Status

Use the Application Status page to enter a signature _________________ for the

Application for Public Assistance

The Signed Date Indicates the date the Application was signed; CBMS defaults to

_________________ date

The Application Comments ___________carry over to Case Comments

The ___________________button enables when you indicate an Application Signature

Status of Signed or Signature not Required and save the page

Selecting the Case Clearance button displays the Get _________________ Number

page

Get Case Number

This page is used to create a new Case # or to _________________ an Application to an

existing Case




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Household Relationships Details

This page must be completed if there is more than one _________________ on the case

Program areas use this information to _________________ the individuals in the case

for eligibility purposes

True or False: the Exercises the Responsibility for field is only used by Colorado Works

Household Relationships Summary

The Household Relationships Summary page provides a read-only _________________

showing the relationships of the individuals on the case

Purchase and Prepare

This page must be completed if there is more than _________person on the case for

Food Assistance

If an individual is in the home, but purchases and prepares food separately, a separate

_________________ should be created

True or False: if creating a new group, use the Application Date

If a person is no longer in the Purchase and Prepare group enter the Effective End Date

equal to the _________day of the month in which the person left the group

Application Wrap Up

The Application Wrap Up page provides:

a) A list of the programs the client has applied for

b) The program status for the program(s) applied for

c) A Due Date of when the case must be processed by

d) ALL OF THE ABOVE

On the Application Wrap Up page, the Program Status defaults to:

a) Approved




Page 50 of 54

b) Pending

c) Denied

d) None of the above

Application processing guidelines:

Adult Financial =

Colorado Works =

Expedited Food Stamps =

Food Stamps =

Medical Assistance =

Finding a Case through Quick Search

Notes:

Notes:




Page 51 of 54

Finding a Case through Inquiry

Inquiry

Inquire on Case Information

Case Information

Case Practice

Notes:




Page 52 of 54

Debrief

Closing

Key Points:

Action Planning:

Notes:




Page 53 of 54

Appendix

Interviewing for Public Assistance

Fictional Client Profiles

Jon Doe:

You are a 38 year-old male first-time applicant for Food Assistance. You live alone and your rent is

$700/month. You are responsible for utilities, which covers heating and cooling and your last bill was

$88. Your only source of income is working 30 hours/week at Home Depot earning $9.00/hour. You have

a checking account with $79 and your mode of transportation is public transportation.

Jane Doe

You are a 31 year-old female with two children, Billy Doe (9 years old) and Melissa Doe (7 years old). You

are applying for Colorado Works (CW), Food Assistance (FA), and Medical Assistance (MA). You receive a

Section 8 voucher for your home and Low-income Energy Assistance Program (LEAP). Your rent is

$78/month. You are unemployed, but receive $180/month in child support for Billy Doe. You have a car.

Raymond Doe

You are a 43 year-old homeless, disabled male applying for Aid to the Needy Disabled (AND). You have

no income and no expenses.

Scenario 4

Female applicant (Choose ethnicity), age 42, applies for Colorado Works and Medical Assistance on

5/1/14, with the application date stamped the same day. Included on the application are the applicant’s

40-year old husband and 15-year old son. The family is not homeless; the parents file taxes jointly and

claim their son as a tax dependent.

Scenario 5

Male applicant (ethnicity unknown), age 25, applies for Food Assistance. The application is signed and

date stamped on 4/30/2014. The applicant is not homeless, with shelter expenses of $500 rent and

heating and cooling costs separate from rent. He has $1500 in a checking account, and $1000 income

anticipated in the month of application. The application was signed on 4/30/2014.

Scenario 6

Male applicant (ethnicity unknown), age 63, is applying for Adult Financial and Food Assistance. The

application is signed and date stamped 5/1/2014. The client has $750 in a checking account, no income,

and $1000 in rent, plus he pays heating and cooling separately.




Page 54 of 54

Interviewing Desk Aid

Documents

Building Foundations - Traincolorado