3.5 Contacting the Participant

3.5.1 Initial Contact, Appointment Scheduling, and Notification
3.5.2 Number of Contacts

3.5.1 Initial Contact, Appointment Scheduling, and Notification

The FSET worker is expected to contact the referred FoodShare member by letter or by telephone within five business days of the FSET referral. The five business days start the day after the FSET referral date. As part of the initial contact, the FSET worker must attempt to schedule an initial appointment for FSET enrollment and orientation. If the FSET agency reaches the referred member by phone, the FSET agency should share with the member an estimate of the duration of the enrollment and orientation appointment. If the FSET worker attempts, but is unsuccessful in making initial contact by phone, the FSET worker is responsible for sending an appointment letter within five business days of the FSET referral.

The FSET worker must schedule the initial appointment for FSET enrollment and orientation to occur within 12 calendar days of either the FSET referral or the FoodShare eligibility effective date, if the referral is sent prior to the FoodShare eligibility effective date. The 12 calendar days start the day after the FSET referral date or the FoodShare eligibility effective date, whichever is later.

For referrals in which the effective date of FoodShare eligibility is on or before the date the referral was received:

The FSET worker must contact the member within five business days of the referral date.
If the FSET worker tries to contact the individual by phone but is unable to reach the individual, the FSET worker must send an appointment letter within 5 business days of the FSET referral.
The FSET worker must schedule the initial appointment so that it occurs within 12 calendar days of the referral date.

Note: For appointments scheduled to occur within 12 calendar days of the current date, CWW will automatically send the FSET appointment letter the day after the FSET worker schedules the appointment. For appointments scheduled to occur greater than 12 calendar days of the current date, CWW will send the FSET appointment letter 12 days prior to the appointment.

Example 1: On 7/10/17, a TLB referral is received for an ABAWD with a FoodShare effective date of 7/1/17. The FSET worker calls the member on 7/11/17 and schedules an enrollment appointment for 7/17/17. CWW will automatically send an appointment letter on 7/12/17 for the scheduled appointment on 7/17/17. The worker contacted the member within the five business day time frame, which expires on 7/17/17. The worker also scheduled the appointment within the 12 calendar day time frame, which expires on 7/22/17.

Example 2: On 7/10/17, a TLB referral is received for an ABAWD with a FoodShare effective date of 7/1/17. The FSET worker is unable to reach the member by phone on 7/11/17 and 7/13/17. On 7/13/17 the worker schedules the initial enrollment appointment for 7/21/17 so that the member receives the appointment letter prior to the date of the appointment. The appointment letter will automatically be sent on 7/14/17. The worker contacted the member within the five business day time frame, which expires on 7/17/17. The worker also scheduled the appointment within the 12 calendar day time frame, which expires on 7/22/17.

For referrals in which the ‘Effective Date’ of FoodShare eligibility is after the date the referral was received:

The FSET worker must contact the member within five business days of the referral date.
The initial appointment must be scheduled to occur within 12 calendar days of the FoodShare eligibility effective date.

Example 3: On 7/10/17, a TLB referral is received for an ABAWD with a FoodShare effective date of 8/1/17.The FSET worker calls the member on 7/12/17 and schedules an enrollment appointment for 8/2/17 (the member is ineligible for FoodShare in July and so cannot begin participating in FSET until August 1). The worker complied with the five business day requirement, which expires on 7/17/17. The worker also complied with the 12 calendar day requirement, which expires on 8/13/17. CWW will automatically send an appointment letter 12 days prior to the date of the enrollment appointment.

If a member misses their initial appointment, the FSET worker must schedule a second appointment. The second appointment must be scheduled to occur within 12 calendar days of the initially scheduled missed appointment.

For more information about appointment correspondence, see Process Help 1.8.9 Client Scheduling – Appointment Correspondence.

3.5.2 Number of Contacts

At a minimum, FSET workers must schedule a second appointment for individuals who miss their initial appointment.

The Department of Health Services strongly encourages FSET agencies to continue scheduling additional appointments beyond the required two appointments for ABAWDs who fail to attend these scheduled appointments.

The FSET worker should document in PIN comments information relating to each contact that is attempted.

This page last updated in Release Number: 18-01

Release Date: 12/14/2018

Effective Date: 12/14/2018