RE Interview Process

Prior to the Interview

The MA Team:

• Generates RE related reports and distributes to the appropriate staff.

The EWS:

• Shares the RE reports with their unit.

The EW:

• Receives the report and contacts the client(s) listed to schedule a telephone interview (unless client opts to have an in-person interview) and informs them not to complete the packet.
• Note: EW will still schedule an appointment if unable to reach the client. The client must reach out to reschedule if needed.
• Ensures appointment is scheduled in CalSAWS. [CB 23-25].
• Sends out appointment letter GEN 102 at least 10 days prior to the appointment.

During the Interview

The EW:

1. Calls the client (or meets the client if in person) at the scheduled interview time.
2. Updates attendance status of the interview in CalSAWS. [CalSAWS JA "Customer Schedule"].
3. Has CalSAWS ready to input the client's reported information. [CalSAWS JA "Change Reason"].
4. Refers to the Interview Script for GA and GA/CF. 
   1. For telephone interviews:
      1. Follows the Interview Script for GA and GA/CF and the steps below.
         1. Follows the instructions below to play the recording of the Rights and Responsibilities (R&Rs) through Finesse:
            1. During an active call press [CONF] soft key on the display screen.
            2. Dial the appropriate extension, press the [CONF] soft key again.
               1. For GA/CF combo, dial 10010003
               2. For GA only dial, 10010004
            3. Recording will play after language is selected.
               1. For English, press 1
               2. For Spanish, press 2
               3. For Vietnamese press 3
         2. Follows the instructions below to capture the telephonic signature (Reminder: do not capture a TS signature if the client returned a signed packet):
            1. Press the [Start Recording] button at the bottom of the TS screen and ask/state the below to the client giving time to respond in between:
               1. "Did you understand your Rights and Responsibilities?"
               2. "Do you have any questions?"
               3. "Do you certify under penalty of perjury under the laws of the United States of America and the State of California that you understand the questions and statements read to you, and your answers are correct and complete to the best of your knowledge?"
               4. "Please state your full legal name, today's date and the current time."
               5. Press the [Stop Recording] button at the bottom of the TS screen.
      2. Answer any questions the client has before terminating the call.

If client does not answer the phone or show up for the interview, the EW:

 

• Continues to call the client during the scheduled time frame.
• Makes appropriate CalSAWS entries to indicate a no-show if applicable.
• Ensure appropriate notices are sent by CalSAWS.
• Calls the client no later than the 20th of the month and asks if they can complete the interview over the phone. If yes, follows telephone interview process above.
• If the client complies within 30 days of the termination date for the no-show and the RE task is closed, the case is referred back to the originally assigned RE EW to process the reapplication.

Note: For cases with a Medi-Cal RD due, if the RE packet was returned, process the MC RD. If the packet was not returned, sends the MC RD packet to the client.

After the Interview

The EW:

• Ensures all necessary entries were made in CalSAWS and authorizes the appropriate case results.
• Reviews TS recording in Calabrio.
• Enters "Telephonic Signature" and the date on the client's signature line for the appropriate forms.
• Processes IEVS and MEDS alerts.
• Sends the CW 2200 for any missing verifications.
• Documents RE interview in a CalSAWS Journal Entry using the CNT and adds a sentence stating which forms were telephonically signed by the client along with the date they were signed.
• Reviews MEDS after two days.
• Updates task to "In Process" and reassigns the task to their supervisor for review. [CalSAWS JA "Task Management"].

The CRPS team:

• Sends the SOF, and appropriate R&R(s)/informational notices to the client the following business day.

The EWS:

1. Receives the RE task and selects which cases to review.
2. Reviews the cases and updates the task status as appropriate.
   1. Use "Completed" status for cases with accurate and complete information or for cases that were not selected for review.
   2. Use "Assigned" or "In Process" status for cases with inaccurate or incomplete information.

The EW:

• Receives the RE task back and makes the necessary case corrections.

Updates task to "In Process" and reassigns the task to their supervisor for review.