Semi-Annual Report (SAR) Process

Policy

A semi-annual report (SAR) is a review to determine ongoing eligibility and the correct benefit amount for the next SAR payment period. The Eligibility Status Report (SAR 7 ) is the form that is used in this process. Accurate and timely processing of a SAR 7 can help reduce payment errors.

Timely Processing 

Processing a SAR 7 report is a priority and:

  • Clerical staff image and assign incoming SAR 7 reports to EW staff.
  • Continuing and Intake Eligibility Workers (EWs) must process all SAR 7 reports received.
  • All SAR 7 reports received, must be processed timely to generate a timely adverse notice of action (NOA).
  • The Eligibility Work Supervisor (EWS) ensures that the SAR 7 report is processed when the assigned EW is out on the day of NOA cutoff. 

SAR 7 Process

The following process must be adhered to when processing SAR 7s. For detailed program-specific SAR 7 policy refer to: CW HB Ch 10, CF HB Ch24, and GA HB Ch 17.

 

Who Action
Clerical

Scans the SAR 7 bar code and saves the document to CalSAWS Imaging.

 

Note: A SAR 7 Task will be auto-generated and auto-assigned to an EW.

 
EW
  • Receives the Task in CalSAWS.
  • Reviews SAR 7:
    • Compares with CalSAWS, the prior periodic report, (IEVS) or New Hire Report (NHR) Reports, Overpayments/Overissuances, previously reported changes including Voluntary Mid-Period Changes, etc.
    • Ensures all necessary signatures are present.
    • Confirms the SAR 7 is signed and dated (any date) by the person(s) specified by the assistance unit (AU), household (HH), or Authorized Representative (AR).
    • Reviews and confirms all required verifications are received.

 

If the SAR 7 is... Then
Complete,
  • Updates CalSAWS, as appropriate.
  • Documents action taken in the CalSAWS Journal Detail page. Refer to Case Narration Tool, in the DEBS forms library.
  • Updates Task status to Completed.

 

Incomplete, 

Attempts to call the client to complete the SAR 7 over the telephone.

 

Note: TS is acceptable when the original SAR 7 is altered (i.e., missing information, etc.) from what was originally submitted by the client.

 

  • If client contact is unsuccessful, follow the incomplete SAR 7 process as follows:
    • Updates CalSAWS, as applicable.
    • Updates Search for Periodic Report window status from Received to Returned and the date returned.
    • Sends reprint of SAR 7 and NA 960Y SAR, if SAR 7 is missing signature or incomplete. Refer to Chewable Byte CB 2023-22: How To Reprint SAR 7.

 

Note: Sends Client Correspondence and prints NOA in Immediate Mode if received before X NOA cut-off date.

 

  • Documents action taken in the CalSAWS Journal Detail page.
  • Updates Task Status to Completed.

 

 

Note: If the ’X’ NOA has already been sent to the client send SAR 90.

SAR 7 Telephonic Signature (TS)

The following process must be followed when a client contacts the county to complete the SAR 7 by telephone. For detailed program-specific SAR 7 policy refer to: CW HB Ch10, CF HB Ch 24, and GA HB Ch 17.

A SAR 7 may be completed by the EW with the client(s) on the telephone. When all the questions on the report have been answered and entered into the SAR 7, the EW will obtain and record the client’s verbal attestation and complete a telephonic signature (TS) by following the process below: 

  • Verify the client(s) name, case number, address, and report month on the SAR 7.
  • Ask the client(s) each question as they are listed on the SAR 7 and make appropriate entries. 
  • Refer to Chewable Byte CB 2023-43: Telephonic Signature-Non Contact Center for system entries. 
  • The following three steps must be recorded via eSign in CalSAWS: 
  1. Read the "Certification - Fraud Warning:" section exactly as written on the SAR 7 form to the client(s):
  2. Ask the client(s) if they understand the "Certification - Fraud Warning:" section just read to them. 
  3. Inform the client that a signature over the phone has the same legal effect and can be enforced in the same way as a written signature. 
  • After the recording has been completed and the telephonic signature has been captured, ask the client(s) if they have any questions. 
  • Inform the client(s) that they must submit any missing verification(s) within 10 days and send the client a CW 2200 with a return envelope. If applicable, inform client(s) that the case will not be restored until the required verification(s) are received.
  • Make necessary changes in CalSAWS based on the answers provided by the client(s).
  • The completed TS SAR 7 must be added to CalSAWS imaging.
  • Enter applicable case information in the CalSAWS Journal Detail page.

 

Reminder: CalWORKs two-parent AUs require two telephonic recorded signatures.

SAR 7 Not Received by the 11th of the Submit Month

The SAR 7 is due to the County between the 1st and the 5th of the submission month. If the recipient fails to return a correctly completed SAR 7 within this period, the EW is required to contact the client by the 15th of the month to determine current eligibility.

On the first working day after the 11th calendar day of the submit month, or on the first working day following the 11th, if the 11th falls on a weekend or holiday, an ‘X’ NOA will be generated through the Auto-X Hold process in CalSAWS.

Assembly Bill (AB) 79

Assembly Bill (AB) 79 mandates that the EW must contact the household after the X Discontinuance NOA has been sent to complete the SAR 7. Personal contact with the client must be made before the monthly “Immediate NOA Cutoff” date. For program-specific policy refer to: CW HB ch 10 or CF HB ch 25.

Per AB 79, personal contact is a phone call or text/email message. If a text/email message is used, a signed SCD 2551 consent form must be on file and case comments must clearly state that the consent was received. The Message Scripts are listed below.

  1. Text/Email Message: When sending a text, the message must include the EW’s direct telephone number for the client to call for assistance in completing the report.
  2. Telephone Contact: If the EW successfully reaches the AU/household, the EW must:
    1. Explore any missing or unclear information with the household and complete the report over the phone if the household agrees.
    2. Attempt to collect the information needed to complete the report, except for signing the report on behalf of the client. If necessary, the EW must also collect a wet or electronic signature (Telephonic Signature) to ensure the SAR 7 is complete.

For any unassigned cases that have a SAR 7 due that month, a monthly listing will run to automatically send a reminder text/ email/robocall to any client that has not yet submitted a SAR 7 on the 14th of the month.

Message Scripts

When sending a personal contact message to a client to assist in completing their SAR 7, please use the following message scripts, enter the EW’s direct desk phone number, and document the attempt on the CalSAWS Journal Detail page.

 

Message Type Script
Text

“From Santa Clara County Social Services: We have not received your report that is due. To continue getting benefits please return the completed report. If you need help, please call your worker at XXX-XXX-XXXX.”

 
Email

Subject Line:

“Report Not Received”

Message:

“This email is from Santa Clara County. We have not received your report. Do not submit verifications through email. Please return the completed forms and required verifications to continue receiving your benefits. You may submit the report online through a secure website via BenefitsCal. If you need assistance, please contact your worker at XXX-XXX-XXXX.”

 

 

Important: Verifications of any kind must not be submitted via email. If a client needs to submit verifications to their worker virtually, the EW must only provide the BenefitsCal website for uploading documents securely.

Reminder Letters

For AU/HH's that did not provide consent for electronic communications (SCD 2551), or do not have a working phone number, the Reminder Letter (SAR 90) for an incomplete SAR 7 or SCD 50 must be sent. The reminder contact letter must be scanned into CalSAWS Imaging.

  • SCD 50 Reminder Letter: The SCD 50 must be sent to AU/HH who failed to submit their SAR 7. This reminder letter must be sent after the X NOA is sent prior to the Immediate NOA Cutoff date.
  • SAR 90 Reminder Letter: When an incomplete SAR 7 is received after sending an NA 960A SAR or NA 960Y SAR, send a Reminder Letter (SAR 90) specifying:
    • What questions need to be answered,
    • What verifications need to be provided for the SAR 7 to be complete,
    • Which program(s) are affected (CW, CF, or GA ),
    • Benefits will still be discontinued on the effective date.

 

Important: Enter a CalSAWS journal entry that states the following: “SAR 7 reminder message (text/email/phone call) has been sent to the client with EW’s contact information for any assistance with completing the SAR 7 report. SCD 2551 consent form signed and on file.”