Worker Availability
1. Caseworkers are not available in the afternoons. This gives them uninterrupted time in which to complete their paperwork. If you have an emergency which can’t wait until the next morning, explain the problem to the receptionist.
2. Workers usually do not take calls if they have another customer with them. Caseworkers give their full attention to the customer they are interviewing at the time, and to you when they return your call. Your call will be answered by our voice mail system. Whenever you call your worker, describe the problem you want solved and leave a number where the worker may reach you. This will speed up service. If you leave a detailed message, it may not be necessary for the worker to call you back.
3. We take new applications on a walk-in basis. You may file an application any time we are open. However, your application usually cannot be considered complete unless you have participated- in a face-to-face interview with a caseworker. Workers have reserved time for these interviews from 8:00 a.m. to noon, Monday through Friday. If possible, we will try to arrange for you to see a worker on the day you file your application.
4. After your case is opened, you will need an appointment in order to see your caseworker. If you drop in without an appointment, you probably will not be able to see your worker. Please call first to make an appointment. This reduces your waiting time.
5. Workers sometimes have appointments with customers and then are assigned to see a new customer at the same time. They will usually see the customer who has an appointment first. This is part of the reason you may sometimes have a long wait.
Worker Assignment
Cases are assigned to workers on a random basis. The receptionist will tell you who is going to handle your application. Usually, your case will stay with the same worker even after your application is approved. All persons living in the same household should have the same worker.
Child Care in the Office
Whenever possible, we have a volunteer available to watch your children while you talk to your worker. You are welcome to take your children with you to the interview, but please feel free to take advantage of the child care option. You may do this by asking the receptionist or your worker.
You Can Help Us Be More Efficient
1. If you call about a letter that you have received from us, it’s a good idea to have the letter with you when you make the call.
2. Write your case number and your recipient ID number on a piece of paper and keep it with you. Your worker can serve you faster if you can tell them these numbers when you call.
3. When a worker asks you to provide verifications, it is absolutely essential that you do this by the due date. If you don’t do this, your application may be denied or your case may be closed.
4. For your convenience we have a drop box in front of the building. You may leave verifications in this box and save time by not having to wait in line in the lobby. It’s not a good idea to do this, though, if your worker has said that they will need to see you or if the due date for the verification is today or tomorrow.
NOTE: ITEMS PUT IN THE DROP BOX AFTER 4:00 P.M. WILL BE COUNTED AS BEING RECEIVED ON THE FOLLOWING WORK DAY.
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