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State of Wisconsin |
HISTORY |
The policy on this page is from a previous version of the handbook.
2.1.3.1 Scheduling the Interview
2.1.3.1.1 Notice of Missed Interview (NOMI) Requirements
2.1.3.2 Completing the Interview
2.1.3.3 Use of an Authorized Representative
2.1.3.6 Completing Telephone Interviews
2.1.3.7 Post Interview Process
7 CFR 273.2(e)(3)
Agencies must make every attempt to schedule interviews to ensure that an initial FoodShare eligibility determination can be completed within the 30-day processing time frame. Priority Service interviews must be completed unless postponed (2.1.4 Expedited Service at Application).
FoodShare applicants have the right to complete a face-to-face or phone interview (2.1.3.5 Telephone Interviews). If an applicant requests a face-to-face interview, the interview is typically held at the local office but may be held at a mutually acceptable location such as the applicant's residence.
If a home-based certification interview is scheduled with the applicant or member, a hardship must exist (including but not limited to) and must be case commented:
Agencies are required to schedule and provide written notice of an interview for an initial FoodShare application. Notice of the interview must be in writing and mailed to the applicant unless the notice cannot be received by the applicant prior to the date of the interview. Verbal notification of the interview is only allowable if an interview letter cannot be received prior to the interview and only if the agency provides this information directly to a responsible adult household member. If verbal notice is provided the agency must document in case comments that a verbal notice was provided, the name of the person who received the verbal notice, the date and time of the interview, and whether the interview will be conducted by telephone or face-to-face.
If the applicant is physically present when the appointment is scheduled, the agency must provide the applicant a print out of the written notice.
The IM worker must make two attempts to contact the applicant or an adult member of the food unit at the time of the scheduled interview. If the first attempt to contact the food unit is unsuccessful, make a second attempt 15 minutes after the first call. If the second attempt is unsuccessful, the IM worker must document in case comments that he or she was unable to contact the food unit at the appointment time, that the follow-up call was made, and the length of time between calls. Send the Notice of Missed Interview (NOMI), directing the food unit to contact the agency to reschedule.
NOMI requirements must be met if the applicant or member misses the interview.
The agency must notify each applicant or member who misses the application or renewal interview that they missed the scheduled interview and that the applicant or member is responsible for rescheduling a missed interview. The use of Client Scheduling in CWW will ensure that the NOMI is generated by CWW and sent to the applicant or member, see Process Help 1.8.9.7 for details on the automated NOMI process. If Client Scheduling is not used, a NOMI must be manually issued by the local agency. A copy of the agency notice must be scanned to the electronic case file. Agencies may not deny an application prior to the 30th day after the application filing date if the applicant fails to appear for the first interview.
For applicants who miss a scheduled appointment and contact the agency to reschedule within the 30-day application processing period (2.1.2 Application Processing Time Frame), the agency must schedule another interview.
An application must not be denied prior to the 30th day, unless the interview has been completed, even if other information has been reported on the application that would make the FoodShare assistance group ineligible.
On-Demand Interviews
Wisconsin received federal approval for a waiver that allows IM consortia to implement an on-demand, or unscheduled, interview model. Under the on-demand interview model, FoodShare applicants and renewing members may call their IM agency to complete the required FoodShare interview during the agency-designated FoodShare on-demand hours.
A consortium must apply this model across all agencies within the consortium. An on-demand interview must be offered at both application and renewal. A consortium implementing the on-demand interview model must continue to provide scheduled face-to-face or telephone interviews upon request.
All FoodShare applications must be screened for expedited service. A consortium must meet the following application and renewal processing standards:
Note: IM workers must allow at least 15 minutes between the first and second attempt to contact the applicant or member.
Notice of Interview for On-Demand Interviews
If an IM worker is unable to complete the interview at the time he or she contacts a household as described above, the IM worker must send a Notice of Interview. For on-demand interviews, the Notice of Interview language will be generated on the verification checklist (VCL). The household has nine calendar days from the VCL mailing date to call and complete the FoodShare interview. The Notice of Interview provides instructions to complete the interview. If the last day of the on-demand interview time frame falls on a weekend or CARES holiday, the due date will be the next business day. The on-demand interview timeframe of “10 days to call to complete” will not be adjustable in CWW. Verification due dates for other types pended after the interview will continue to be based on policy requirements and IM worker action.
Application:
Not expedited
The agency must send a separate NOMI letter to each applicant who does not meet the criteria for expedited issuance and misses the scheduled interview appointment. The NOMI letter must inform the applicant that he or she missed the scheduled appointment and is responsible for rescheduling the interview. If the applicant contacts the agency within the 30-day application processing period, the agency must schedule a second interview. The application may not be denied due to an incomplete interview prior to the 30th day after the application filing date.
Expedited regular
A NOMI must be sent when: the household misses the interview that was scheduled and a second interview cannot be scheduled within the seven day expedited processing period due to household delay.
Expedited with postponed interview
A NOMI is not needed when a household misses the scheduled interview for ongoing benefits after there has been a postponed interview (expedited benefits issued already).
On-demand interview
If an applicant does not complete the required FoodShare interview by the last day of the on-demand interview time frame specified on the VCL, a NOMI will automatically be generated from CWW. The NOMI will include the date by which the interview must be completed and will indicate that the household will not get FoodShare benefits if the interview is not completed.
If an interview is scheduled using Client Scheduling, the NOMI will be automatically generated when a scheduled interview appointment is missed.
Renewal:
Language contained in the CARES generated Renewal Notice and closure notice meets NOMI requirements, therefore an additional NOMI letter does not have to be sent if the member misses the scheduled interview appointment.
On-demand interview
If a member does not complete the required FoodShare interview or verification requirements before adverse action of the renewal month, a Notice of Termination with NOMI language will automatically be generated from CWW. The notice will include the date when the member’s FoodShare benefits will end due to not completing the required interview and will indicate that the member should call the agency to complete the interview.
7 CFR 273.2(e)(1); 7 CFR 273.2 (b)(4)(iv)
The interview needs to be completed by a responsible adult applicant, member of the food unit, or an authorized representative. If the applicant is an individual under age 18, the youth must be the primary person, emancipated or homeless and not under the care and control of another adult in order to complete the interview.
During an interview, the agency must not simply review the information that appears on the application, but must explore and resolve with the applicant all unclear information. The interviewer must also advise applicants of their rights and responsibilities during the interview.
Although CWW provides a means for an individual to apply for several programs of assistance, FoodShare eligibility must be based solely on the requirements and regulations governing the FoodShare program. Applications for FoodShare may not be denied solely on the basis that an application to participate in another program has been denied. Similarly, ongoing FoodShare benefits may not be terminated solely because benefits from another program have been terminated. During an interview, the interviewer must advise applicants for joint W-2/FoodShare that W-2 requirements do not apply to FoodShare and households that lose or decline W-2 benefits may still qualify for FoodShare.
The agency must ask the applicant/member/authorized representitive to identify all household members and their relationship to each other, and if they share food.
Providing Social Security numbers (SSNs) [3.13.1 Social Security Number (SSN) Requirements] for each household member is voluntary. However failure to provide an SSN will result in the denial of FoodShare benefits to each applicant or member failing to provide an SSN. Although SSN and immigrant status information is not required for household members not applying for benefits, the agency must determine if the non-applicant household member has income or assets that affect the applying applicants' eligibility. If so, that information must be provided and verified in order to determine FoodShare eligibility for the applicant(s).
The agency must ask applicants and members to provide ethnicity and race information for all food unit members. Applicants and members are not required to provide a response for ethnicity or race in order to complete an application or receive a decision about their program eligibility or benefits; individuals may provide information on ethnicity, race, both, or neither.
Agencies must inform individuals that responses may be used to help improve the State of Wisconsin’s public assistance programs and ensure the program will not discriminate based on ethnicity or race. This may include reporting ethnicity and race data to federal agencies or sharing ethnicity and race information with managed care organizations to support monitoring of health disparities.
Required Interview Topics
All FoodShare interviews must include a discussion of these items in addition to standard financial and non-financial criteria:
When six month report form will be sent
When the report form is due
Changes that must be reported on the six month report form
Address and shelter utility costs associated with the move
Household composition
Income
Court ordered child support payments for a non-household member
Consequences for failing to file a report
It is not necessary for applicant signatures to be witnessed by an agency representative for a FoodShare application to be considered complete.
7 CFR 273.2(n)
The local agency must inform applicants and prospective applicants, who indicate that they may have difficulty completing the application process, that a non-food unit member may be designated as the authorized representative for application processing purposes. The authorized representative designated for application processing purposes may also carry out food unit responsibilities during the certification period such as reporting changes in the food unit’s circumstances. If an authorized representative applies on behalf of a household, the identity of both the authorized representative and the primary person must be verified. An authorized representative must be designated by the primary person in writing before he or she is authorized to take action on a case. When an authorized representative completes an application or renewal for the food unit, they also register the food unit for work (3.16.1.4 Registering for Work).
A non-food unit member may be designated as an authorized representative for the food unit provided that the person is:
An adult who is sufficiently aware of relevant food unit circumstances, and
The authorized representative designation has been made in writing by the primary person, spouse, or another responsible adult member of the food unit. The authorized representative designation may be made in ACCESS or by completing the form F-10126.
The following groups may not serve as authorized representatives:
Homeless meal providers may not act as an authorized representative for a homeless food unit.
Agency employees who are involved in the certification process or issuance process may not act as an authorized representative. Special written approval may be granted by the State of Wisconsin in extenuating circumstances.
Retailers who are authorized to accept FoodShare benefits may not act as an authorized representative.
Residents of drug addiction or alcoholic treatment and rehabilitation programs that are certified as authorized retailers by FNS or authorized to receive funding under part B of title XIX of the Public Health Service Act (42 U.S.C 300x et seq), which supports block grants for substance abuse prevention and treatment, must apply and be certified for FoodShare eligibility through the use of an authorized representative. The drug addiction or alcoholic treatment and rehabilitation program must employ an individual for the purpose of being the authorized representative.
Residents of group living arrangements have the option to apply and be certified through the use of an authorized representative independent of the facility or who is an employee of the facility. A residential group living facility must employ an individual to be the authorized representative.
See 3.2.1.5 Group Living Arrangement for additional information regarding these housing situations.
If the state agency has determined that an authorized representative has knowingly provided false information about a food unit’s circumstances or has made improper use of FoodShare benefits, it may disqualify that person from being an authorized representative for up to one year. Any drug and alcohol treatment centers and the heads of group living arrangements that act as authorized representatives for their residents and intentionally misrepresent food unit circumstances, may be prosecuted under applicable federal and state statutes.
7 CFR 273.2 (b)(1)(iii)
A signature is required indicating that all the information provided is true and complete and that the food unit understands their rights and responsibilities. Only one signature is needed for a FoodShare application or request. The applicant, or authorized representative, or a responsible adult member of the food unit can provide a signature in written, verbal, or electronic format via:
An electronic signature on an ACCESS RFA or application,
On the completed CWW generated Application Summary,
On the FoodShare Wisconsin Application (F-16019A or F-16019B), or
A telephonic signature.
In order for a signature to be valid from an individual under age 18, the youth must be the primary person, emancipated or homeless and not under the care and control of another adult.
A signature is required when a six-month report form is submitted. A telephonic signature is not allowable for six-month report forms.
It is not necessary for an applicant's written signature to be witnessed by an agency representative for a FoodShare application or renewal to be considered complete. However, the signature of a witness is required when the application is signed with a mark. A copy of the FoodShare applicant or member's case summary showing that a telephonic signature was collected will be stored in the electronic case file.
Any responsible adult food unit member or a food unit's authorized representative may sign the FoodShare application, renewal, or six month report form.
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Example 1: Eve applies and sets the filing date for FoodShare. Jule, Eve’s roommate, who is also an adult, completes the intake interview and signs the case summary signature page. The FoodShare application is valid because Jule is a responsible FoodShare assistance group member. |
7CFR273.2(e)(2)(i - ii)
Applicants/members who request a face-to-face interview must be granted one.
IM agencies should be conducting most interviews by telephone unless an applicant/member requests a face-to-face interview.
Telephone interviews do not exempt the applicant/member from verification requirements (1.2.1 Verification Introduction).
A filing date must be set for all new FoodShare requests (2.1.1.4 Setting the Filing Date).
At the start of the telephone interview, explain that if a written or electronic signature is not on file, a signature will need to be collected in order to set the filing date for an application or to establish a request for continued benefits in the case of a renewal. If the member is not willing to provide a telephonic signature, a written signature will be accepted but the worker needs to inform the member this may cause a loss and delay of benefits until the signature is received by the agency. Document the agreement and understanding in case comments [2.2.1 Certification Periods (Renewals)].
A signature is needed before the agency can certify the food unit for benefits. The date the signature is received for an application sets the filing date. A signature is needed to recertify a food unit for continuation of benefits at the time of renewal.
See 2.1.3.2 Completing the Interview for required interview topics.
If verification is needed after the interview, mail out a verification checklist and send it to the applicant/member with instructions to provide the listed documents to the local agency within 10 calendar days or by the end of the application or renewal processing period, whichever is later. The agency must always provide the applicant with a copy of the case summary after the interview is complete.
If the food unit claims deductible expenses during the interview, the food unit must verify certain claimed deductions or the deduction will not be allowed (1.2.4.5 Expense Verification). If verification of the deductions is not provided, do not allow the deduction and do not close the case.
Applications
At the end of the telephone interview, the agency must record the telephonic signature if they do not already have a written, telephonic, or electronic signature, and then generate a copy of the case summary to be mailed to the applicant. The applicant must review the case summary and notify the agency within 10 calendar days if corrections are needed.
If a telephonic signature is not provided at the time of application, inform the applicant during the interview he or she must sign the case summary and return it or an application document to set the filing date for FoodShare. The application is not complete and a filing date is not set until a signature is on file. The application should pend for the signature.
Renewals
At the end of the renewal interview, collect a telephonic signature if a written, telephonic, or electronic signature has not already been collected. If the member refuses to provide a telephonic signature, instruct the member that you will be mailing the printed case summary to him or her for his or her signature. In this situation, the case summary needs to be signed and returned to the agency within 10 calendar days or by the end of the renewal processing period, whichever is later. The renewal is not complete until the signed case summary signature page is returned to the agency.
If the signed case summary is not returned within the 10-day period or by the end of the renewal processing period, whichever is later, the case needs to be closed for failure to return the FoodShare renewal signature.
This page last updated in Release Number: 20-01
Release Date: 02/03/2020
Effective Date: 02/03/2020
Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.
Publication Number: P-16001