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2. Pre-penalty and Sanction Process 2

3. Failure-successful oral attempt without good cause 3 MONDAYTUESDAYWEDNESDAYTHURSDAYFRIDAYSATURDAYSUNDAY 1 Customer fails 2 Notice of Failure (2290) mailed/oral attempt successful (customer has good cause)34 567891011 12131415161718 19202122232425 2627282930 31

4.  In OSST End the pre-penalty with “Good Cause” The pre-penalty end date would be the same as the failure date Case note the event(s)  What if the participant fails again? Follow the same pre-penalty process 4 Failure with successful oral attempt and Good Cause exists or is accepted

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9. Successful oral attempt and good cause does not exist or is not accepted 9

10. Failure occurred and 2290 mailed Yes Oral attempt successful? No Good Cause exists or accepted? Offer services, if needed. If the participant wants to comply, establish a compliance activity with a due date Counsel Participant on Noncompliance 10

11. Ten Day Contact Period 11 MONDAYTUESDAYWEDNESDAYTHURSDAYFRIDAYSATURDAYSUNDAY 1 Failure Occurs 2 Notice of Failure (2290) mailed/oral attempt successful (customer agrees to comply on July 5th)34 567891011 12131415161718 19202122232425 2627282930 31 Now that you have counseled the customer, what happens to the 10 day contact period?

12.  What are the ten days about? Counseling Pulling the customer back into program engagement Providing services or referral to other services, if needed, to get back into compliance 12 Ten Day Contact Period

13.  Oral Attempt is successful and customer agrees The purpose of the 10 day contact period has been served ○ Notification of failure ○ Offering services, if needed to participate ○ Giving the participant the opportunity to reengage ○ Setting up a compliance activity 13 Ten Day Contact Period

14. MONDAYTUESDAYWEDNESDAYTHURSDAYFRIDAYSATURDAYSUNDAY 1 Failure Occurs 2 Notice of Failure (2290) mailed/oral attempt successful (customer agrees to comply on July 5th)34 5 Customer didn’t show 67891011 12131415161718 19202122232425 2627282930 31 Compliance Activity Failure 14

15. Customer agrees to comply but doesn’t show  The customer agreed to attend a compliance activity, but didn’t show, what do I do in the system? Note: this is a second failure 15

16. Customer agrees to comply and doesn’t show for compliance activity  Set an alert or “to-do” for three days from the date of the failure of the compliance activity Alternative: place it on your outlook calendar  DO NOT end the pre-penalty in the system  If the customer does not contact with Good Cause, request the penalty 16

17. MONDAYTUESDAYWEDNESDAYTHURSDAYFRIDAYSATURDAYSUNDAY 1 Failure Occurs 2 Notice of Failure (2290) mailed/oral attempt successful (customer agrees to comply on July 5th)34 5 What do you do if she doesn’t show? 6789 Request Penalty 91011 12131415161718 19202122232425 2627282930 31 Customer agrees to comply but doesn’t show 17 Mail the Notice of Failure to Demonstrate Satisfactory Compliance. Form 2292.

18. Question…  In the last slide it states that I need to request the penalty for the 2 nd failure and mail the 2292. The letter doesn’t automatically generate. What do I do? 18

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27. You may enter the SSN You may enter the customer’s name 27

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