Community Inquiry or Report (SCD 16) Procedure

The following chart illustrates the process for Community Complaints. Detailed descriptions of duties are listed in subsections of this chapter.

WHO ACTION
Designated Person
  • Completes the Community Inquiry or Report (SCD 16).
  • Completes a separate SCD 16 for each area if the inquiry/complaint pertains to more than one area (i.e., DEBS and Children's Services).

    • Note: Be sure to indicate on each SCD 16 that an additional SCD 16 has been sent to another area.

  • Makes entries on Inquiry/Complaint Log (SCD 466), recording the date the response is due, no later than 15 working days from the date the SC 16 is completed.
  • Retains the pink copy of the SCD 16 for control purposes.
  • Routes all copies of the SCD 16 to the appropriate SSPM/Administrative Assistant, if the inquiry/complaint pertains to a client whose case is in a different District Office than the one receiving the inquiry/complaint.
  • Forwards the original (white) and yellow copies of the SCD 16 to the appropriate Supervisor for monitoring and distribution to the responsible worker for action.

    • Note: The SCD 16 must be completed by the worker and returned through the supervisor and the SSPM to the Inquiry/Complaint Desk per D.O. procedures but not to exceed a maximum of fifteen work days.
Eligibility Work Supervisor
  • Receives the SCD 16.
  • Establishes a control for follow-up to ensure action is completed within 15 working days.
  • Forwards the SC 16 to the Eligibility Worker of record.
Eligibility Worker
  • Sets a CalWIN alert for when SCD 16 is due.
  • Contacts the client to resolve the complaint.
  • Thoroughly documents actions in the Case Comments subsystem in CalWIN.
  • Notifies the Unit Supervisor and SSPM/Administrator on the sixteenth work day if the SCD 16 is overdue.
  • Submits the completed SCD 16 with attached documentation to the EW Supervisor for review.
Eligibility Work Supervisor
  • Receives and reviews the SCD 16 with attached documentation.
  • Signs the SCD 16.
  • Submits to the SSPM for signature/approval.

    • Note: The paperwork will be returned to the EW if the Supervisor determines further action and/or corrections are needed.
SSPM
  • Receives and reviews the SCD 16 with attached documentation.
  • Signs the SCD 16.
  • Returns to the Designated Person to log it in the SCD 466.
Designated Person
  • Receives the signed SCD 16.
  • Logs the SCD 466 indicating that the Community Complaint is complete.
  • Returns the SCD 16 with attachments to the EW.
EW
  • Receives the signed SCD 16.
  • Follows District Office procedures to prepare the documents to be scanned into the IDM system.
  • Submits paperwork to be scanned into IDM.
Clerical
  • Receives paperwork.
  • Scans paperwork into IDM.

Worker Responsibility

The Worker resolves the inquiry/complaint as follows:

Step Action
1 If the inquiry/complaint is an allegation or suspicion of fraud, the worker shall contact the recipient to set up a meeting to discuss the allegation. Without violating the complainant's right to confidentiality, the worker shall advise the recipient of the information which has come to the Agency's attention, and ask for a response. Eligibility Workers must thoroughly document the dialogue on the Maintain Case Comment window in CalWIN.
2 Takes other appropriate action(s) to verify or negate the allegation.
3

Based on the results of “1” and “2” above, either closes the investigation or proceeds with a referral to Child Protective Services (CPS) or the (DA).

If the... Then...
Complaint indicates that a child is in danger (i.e.; Mother's boy-friend lives with her, is always drunk and beats her up and molests the children), A CPS referral must be made.
Worker is UNABLE to determine from the information available that the allegation is true or false,  A DA referral must be made. Refer to Fraud Referrals. 
Complaint indicates that the husband is in the home and fully employed, 
  1. DO NOT DISCONTINUE.
  2. CalWORKs: Send an “Appointment Notice & Brief Message to Customers” (SCD 50) to request spe- cific information by a certain date. (Allow at least 10 days to provide it.) If there is no response, terminate CalWORKs benefits for failure to provide requested information following QR/PB rules.
  3. CalFresh: Send the required “Request for Information” (DFA 387) requesting the missing information and/or verification and allowing the household at least 10 days to provide it. If there is no response, terminate Food Stamp benefits for failure to provide requested information following QR/PB rules.
  4. Medi-Cal: Send an SCD 50 to request specific information by a certain date. If there is no response by that date (allow 10 days to provide it), terminate Medi-Cal for the parent(s) for non-cooperation. Children remain eligible until the next RRR.
4

Record on the SCD 16, PART II all actions taken. The “Action Taken” section should include:

  • When and how the responses were determined (e.g., home visit, telephone call, office visit, case record, etc.).
  • Document what occurred during the interview.
  • If necessary, a brief statement of the case plan should be included.
  • Statement of evidence in the case record to substantiate or negate complaint.
5 Return both copies of the SC 16 for review to the Unit Supervisor.

Reminder: EWs are NEVER to take negative action based solely on information received from a community complaint. The client must be ALWAYS contacted first and given the opportunity to respond to the complaint prior to any action being taken.

Refer to CWES Handbook, Community Inquiry, for additional information regarding the CWES procedures.

Unit Supervisor

  • Review to determine whether the worker's action(s) is appropriate,
  • Approve and initial both copies of the SCD 16, and
  • Forward both copies of the SCD 16 to SSPM for review and signature.

Social Services Program Manager (SSPM)

The SSPM:

  • Ensures appropriate action is taken and reviewed by the supervisor.
  • Reviews the SC D16 to determine whether the worker's action is appropriate,
  • Initials the SCD 16 and returns it to the designated person.

Designated Person

The designated person will:

  • Maintain a log of activities utilizing the SCD 466.
  • Receive the completed SC D16.
  • Log the SCD 466 indicating the receipt of the completed SC D16.
  • Destroys the control pink copy.
  • Returns the original SCD 16 and attachments to the EW for IDM scanning.
  • Retains the SCD 466 log for six months.

Reminder: If the client wants to review a physical case (or documents printed out of IDM) which contains an SCD 16, the SCD 16 form must be removed if the complainant has requested anonymity.

Related Topics

Fraud Referrals