1. Interviewer Responsibilities Caseworker responsibilities and tips for conducting an effective interview.

2. Interviewing Basics... Always present a professional image Practice active listening skills Rephrase confusing questions Never assume you know the answer to a question before you ask. Maintain control of the interview.

3. Setting Up the Interview Interview one of the following: The head of household Other responsible household member The authorized representative. Schedule the interview at the earliest possible time.

4. Limited English Proficiency (LEP) Requirements and Procedures required when dealing with individuals with a limited understanding of English.

5. It’s the Law! The Civil Rights Act of 1964 and Executive Order 13166 of August 2000 mandated that individuals with Limited English Proficiency (LEP) be provided language access to all federally funded programs and services. This includes ALL programs we administer.

6. What is LEP? LEP means that an individual is limited in his/her understanding of the English language either verbally or written. This lack of understanding can be a barrier to accessing programs or services.

7. LEP Requirements 1. Identify LEP individuals/language needs. 2. Inform LEP individuals that interpreter services are available at no cost. 3. Provide interpreter services, without unreasonable delay and at no cost. 4. Provide translated copies of essential forms and informational materials.

8. Identifying Language Needs You can use the Interpretation Service Available poster (“ I Speak ” poster). It has a message in various languages such as: “Point to your language. An interpreter will be called.” “I Speak” posters are available at: http://chfsnet.ky.gov/os/ohrm/lep/http://chfsnet.ky.gov/os/ohrm/lep/ Select “LEP Office Signage and Telephone Resources”

9. Informing the Client Inform LEP individuals that interpreter services are available at no cost to them: Post notices in appropriate languages in the local offices Use “I Speak” posters Provide information in appropriate languages in outreach materials.

10. Providing an Interpreter There are four options to access services: 1.CHFS Language Access Section (LAS) Interpreters 2.CHFS Deemed Qualified Interpreter Service 3.CHFS Approved Community Based Partner Interpreters 4.Language Line Interpreter Service For more information on these options: http://chfsnet.ky.gov/os/ohrm/lephttp://chfsnet.ky.gov/os/ohrm/lep And Select “Interpretation Resources”

11. Cabinet Approved Interpreters One of those 4 interpreter services must be provided, even if the individual wants to use an unapproved interpreter. The Cabinet approved interpreter would sit in on the interview to ensure all questions and responses are interpreted correctly.

12. Authorized Representatives If an English-speaking representative is not accompanied by the LEP individual, no interpreter is needed. If the LEP individual is present with the English-speaking representative, a qualified interpreter must be present to ensure the accuracy of interpretation.

13. Office Interpreter? Time to Stretch Your Legs: Go ask your supervisor or a tenured worker if there are any interpreters in your office, and if so, what languages are they approved to translate? Many offices have a Cabinet approved interpreter on site.

14. Providing Translated Forms Translated forms may be accessed at: http://chfsnet.ky.gov/dcbs/dcbsforms/ If a needed form is not listed on the website, request translation by sending the Translation Request Form (on the LEP website) through your Regional Office.

15. Conducting the Interview Elements of an Effective Interview

16. It’s All About Them... Help the client feel at ease and assist them in completing the application process. Explain any portion of the application process that the client does not understand.

17. Entering the Application Complete the client stated fields on the appropriate KAMES screens. Review the client’s responses on the application, and clarify any incomplete or conflicting information.

18. Explanations to the Client Use of the EBT system and card Prorated benefits for application month Timeframes for application processing Intentional Program Violation (IPV) Fair hearing process Enumeration

19. Documentation of the Case Document the comments screen at the time of the interview to explain household situation, responses to questions and verification requested. Copy any verification provided by the applicant, as appropriate.

20. Be sure to Ask the Client... About any possible claims on their case. About any prior disqualifications. If they expect any changes in their household situation or income.

21. Completing the Paperwork Complete, explain and provide all appropriate forms. Ensure the printed application is signed and dated by the client.

22. Explain and Provide the Following Forms to all SNAP Households: FS-120, Required Information Fact Sheet PAFS-99, Child Care Assistance Facts PAFS-130, Earned Income Tax Credit PAFS-252, Immunization Fact Sheet PAFS-706, Voter Registration FS-8, Simplified Reporting or PAFS-14 Requirements for Reporting Changes

23. Requesting/Obtaining Verification Issue an RFI (Request For Information) for all verification required to process the case, and file a copy in the case record. Assist the household in obtaining verification, if needed.

24. Client Referrals If an individual appears to have a disabling health condition, refer the individual to apply for SSI and/or RSDI benefits using form PAFS-5.1 Provide resource information for any additional needs the client may have.

25. Final Thoughts Keep all information about the household circumstances confidential. Process the case within the appropriate time standard.

26. Now it’s time to check for understanding... Return to the Blackboard folder for “Observing Client Interviews” and complete the “ LEP Activity ”.