Case Movement and Phone Support

Case movement may occur under the following circumstances:

• Case is discontinued
• Program composition changes (i.e. CalWORKs to CalFresh)
• Language needs
• Disbanding of a unit
• Death of a client
• Office reconfiguration
• Census tract changes
• Assigned worker goes on leave, retires, is promoted or transfers.

Case Transfers

Cases will be transferred to a CalFresh or Medi-Cal unit after a case is converted to CalFresh or Medi-Cal only after the cash aid or CalFresh programs have been denied/discontinued for one month. A one month holding period is defined as a calendar month beginning the month after the cash aid program (CW, GA, CAPI) or CalFresh has denied/discontinued.

Note: The GA/GR Employment Services program block must be manually deregistered in CalSAWS when GA is denied/discontinued. Refer to Chewable Byte 23-69: How to Deregister GA/GR Employment Services.

Phone Support

EWs are responsible for handling phone calls from clients with cases in their caseload. Calls not made directly to an EW will be handled by the centralized clerical Phone Support (PS) staff.

The PS will ID cases and route them to the assigned EW if the case is assigned. If the case is in control, PS will send an email to a designated district office email box and inform the client that they will be contacted within 2 bussiness days. The client’s call will be documented by PS in the CalSAWS Journal Detail page.

Related Topics

Case Responsibility, Transfers, & Closed Cases Overview