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How to do case follow up

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Jake Solomon edited this page Apr 3, 2015 · 13 revisions

Your Mission

You now have clients. Your mission is to make them super happy. If that means dropping off an EBT card at their work, do it. Remember that clients are like customers but more important because they can't shop around.

How to do case follow-up

Before you start, here are a few things to keep in mind:

  • Always be super nice to eligibility workers. Ask hard questions but understand what they can't do and remember they are on our team but stuck in a frustrating system. If they go out of their way to help remember their name and we'll send them a thank you card later or something.
  • You can use your personal phone or the burner app http://www.burnerapp.com/ (I'll be using personal for now)

1) Get info from HSA

First we need to get some info from HSA to understand what is going on with the case and what the client needs to do next.

  1. Open clean-concierge and find your cases via the owner column:
  2. Check the clean-cases to see what info we already have. If you need more info...
  3. Call SF CalFresh at (415) 558-1001 and introduce yourself. Be prepared to share case # OR name + DOB so the EW can find the case. There should be a Release of Information to Code for America in iFiles. If the EW does not see it ask them to check again in Q-Flow or iFiles. If not just note that and move on.
  4. Once you're discussing a case, aim to understand exactly what the client needs to do next:
  • If the case is denied, figure out why and what the client can do next. Note that in SF, clients have 30 days from the application date to complete the interview and 60 days to turn in verification docs.
  • If the case is pending it's usually for one of 3 reasons:
    • Waiting for interview > Get the scheduled interview date/time from the EW > Client needs to pickup their phone when the time comes
    • Missed interview > Client needs to call to schedule (415) 558-1001 another interview appointment
    • Missing verification docs > Understand exactly what they need. Push if you don't think it should actually be required. So far I've got 2 cases approved by pushing at this step.
  1. Update the blue columns in the concierge sheet and move on to the next case.

2) Follow up with client

  1. Open clean-concierge
  2. Note the client's contact preferences: language, phone, email, and text. Don't contact anyone in a language or channel that they didn't select.
  3. Intro yourself...open to ideas here. Maybe: "Hi my name is [NAME] and I'm calling about your CalFresh case, do you have a minute to talk?" If they ask say you
  4. Be helpful:
  1. If you did something that impacted the case, note it in the last blue column of clean-cases

Resources

How to help EWs find our CF-285 and Release of Information

  • "It is attached to the CF-285 PDF"
  • Check iFiles first
  • If nothing is in iFiles, check Q-Flow. How to find our stuff in Q-Flow: Open Q-Flow > Tools > Customer Search (not Case Search) > Search by CWIN of head of household > Click Attachments.
  • If they still can't find anything, move on to the next case and let Jake know the case details via DM in Slack

How to submit verification docs

  • Email is preferred: [email protected] (include full name, DOB and case # if you have it in the email)
  • MMS/picture text it to me: [personal or burner, your preference]
  • Fax (bleh): (415) 355-2300
  • Mail (bleh): CalFresh, P.O. Box 7988, San Francisco, CA 94120

Feedback/problems/questions

  • Slack small questions/notes to @jake or the group in #health-working
  • If you have a policy/eligibility question or see a common problem, open an issue with the concierge label and assign it to @lippytak
  • If your case is too complicated or messed up, we can escalate it to the Food Bank and/or HSA. Change the owner to Jake and leave some notes in the Escalate column. I'll escalate accordingly.

Escalation process

  1. E1 = Jake: If your case is too complicated or messed up, we can escalate it to the Food Bank and/or HSA. Change the owner to Jake, leave some notes in the Escalate column, and ping me on Slack. I'll review these at least weekly on Mondays
  2. E2 = James/Tiana: Basic process is to email James (CC Beverly, Tiana) with first name, case number, app date, issue description, suggested next step. Follow up in 3 days + 7 days (via Boomerang)
  3. E3 = Leo/Tiana escalates to Leo/Tiana: If there are reepeat, training, or policy issues, I'll go to Leo/Tiana to address.
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