1. 1 Closing Welfare Transition Cases and Changing Welfare Transition Case Status One-Stop Service Tracking (OSST) System 2007-2008

2. 2 Topics of Discussion  Reasons Welfare Transition (WT) cases close or the case status changes  Appropriate time to close cases or change the case status in the One-Stop Service Tracking (OSST) system  Closure reasons entered on the Case at a Glance screen

3. 3 Reasons for Case Closure  Individuals stop getting cash assistance or stop having to cooperate with the WT program for a variety of reasons The individual fails to cooperate with Child Support Enforcement (CSE) The individual fails to cooperate with Child Support Enforcement (CSE) The individual decides to stop getting cash assistance or “opts off” The individual decides to stop getting cash assistance or “opts off” The individual becomes exempt and no longer has to participate with WT program requirements The individual becomes exempt and no longer has to participate with WT program requirements

4. 4 Reasons for Case Closure - Continued The individual fails to cooperate with the WT program, and a work penalty or sanction is imposed The individual fails to cooperate with the WT program, and a work penalty or sanction is imposed The individual fails to meet or turn in documents to the Department of Children and Families (DCF) The individual fails to meet or turn in documents to the Department of Children and Families (DCF) The individual gets a job and has too much income to continue getting cash assistance The individual gets a job and has too much income to continue getting cash assistance

5. 5 Reasons for Case Closure  Over the next few slides We will review each reason for case closure or status change We will review each reason for case closure or status change We will provide the steps staff should take to close the case appropriately We will provide the steps staff should take to close the case appropriately We will provide the steps staff should take to change the case status in OSST appropriately We will provide the steps staff should take to change the case status in OSST appropriately We will discuss engagement information in an effort to improve both performance and customer service We will discuss engagement information in an effort to improve both performance and customer service

6. 6 Child Support Enforcement (CSE) Sanctions  A case closure To-Do (alert) is received for a mandatory WT case because the individual did not cooperate with CSE Review the case on the FLORIDA system Review the case on the FLORIDA system Determine the last month the family will receive cash assistance Determine the last month the family will receive cash assistance Because the individual received assistance for the month and is included in the denominator of the participation rate, attempt to engage the participant through the last month of cash receipt Because the individual received assistance for the month and is included in the denominator of the participation rate, attempt to engage the participant through the last month of cash receipt

7. 7  Determine the last month the individual will receive cash assistance using the FLORIDA system  Set a To-Do on the OSST system for the first day after the last month of cash assistance For example, the last month the family will receive cash assistance is October 2007 For example, the last month the family will receive cash assistance is October 2007 Child Support Enforcement (CSE) Sanctions

8. 8 Continued Set a To-Do to review the case around the last day the family receives cash assistance Set a To-Do to review the case around the last day the family receives cash assistance The Start Date of the To-Do should be a few days before November 1, 2007The Start Date of the To-Do should be a few days before November 1, 2007 The Due/End Date of the To-Do should be November 1, 2007The Due/End Date of the To-Do should be November 1, 2007

9. 9 Child Support Enforcement (CSE) Sanctions  Always review the case in the FLORIDA system before closing the case  The individual may have subsequently cooperated with CSE  DCF may have reopened the cash assistance

10. 10 Quick Question  The CSE sanction To-Do was received. The family’s cash assistance is still open for another month. While engaging the individual in the WT program, the individual fails to participate. What action should be taken?

11. 11 Child Support Enforcement (CSE) Sanctions  If the individual fails to cooperate with the Individual Responsibility Plan or refuses to participate with program requirements before the last month of cash assistance has ended Begin the counseling process Begin the counseling process A sanction may be requested through the last month of cash assistance A sanction may be requested through the last month of cash assistance If the cash assistance terminates prior to a sanction being requested, close the case with the appropriate closure reason on the Case at a Glance screen If the cash assistance terminates prior to a sanction being requested, close the case with the appropriate closure reason on the Case at a Glance screen

12. 12 Closing the Case Select “Close” using the Select an Action drop down box. The case status in OSST will not change if the user closes the WT case. If the case is reopened, the user must review the case status and update appropriately.

13. 13 Closure The user will be prompted to confirm any unconfirmed To-Dos, close open services, activities, trainings, etc. Essentially, the user must satisfy case requirements before closing the case.

14. 14 Closure Enter the appropriate closure reason in the Reason Code drop down box. Enter the date the case was closed. This date should reflect the date the action was taken on the case. Do not forget to select Save.

15. 15 Opting Off  The individual closes his/her cash assistance or “opts off” of cash assistance  The closure To-Do is received Review the case in the FLORIDA system Review the case in the FLORIDA system Determine the last month the participant will receive cash assistance Determine the last month the participant will receive cash assistance Because the individual received assistance for the month and is included in the denominator of the participation rate, attempt to engage the participant Because the individual received assistance for the month and is included in the denominator of the participation rate, attempt to engage the participant

16. 16  Determine the last month the family will receive cash assistance using the FLORIDA system  Set a To-Do on the OSST system for the first day after the last month of cash assistance For example, the last month the individual will receive cash assistance is October 2007 For example, the last month the individual will receive cash assistance is October 2007 Set a To-Do to review the case around the last day the family receives cash assistance Set a To-Do to review the case around the last day the family receives cash assistance The Start Date of the To-Do should be a few days before November 1, 2007The Start Date of the To-Do should be a few days before November 1, 2007 The Due/End Date of the To-Do should be November 1, 2007The Due/End Date of the To-Do should be November 1, 2007 Opting Off

17. 17 Opting Off  Always review the case in the FLORIDA system before closing the case  The individual may have subsequently requested cash assistance  DCF may have reopened the cash assistance and referred the individual to the WT program

18. 18 Opting Off  If the individual fails to cooperate with the Individual Responsibility Plan or refuses to participate Begin the counseling process Begin the counseling process A sanction may be requested through the last month of cash assistance A sanction may be requested through the last month of cash assistance If the cash assistance terminates prior to a sanction being requested, close the case with the appropriate closure reason If the cash assistance terminates prior to a sanction being requested, close the case with the appropriate closure reason

19. 19 Opting Off  What if the individual cooperates through the end of the last cash assistance month and does not have a job or does not begin getting assistance again Update the hours of compliance on the “JPR” screen Terminate services, activities, trainings, jobs, deferrals and satisfy other required program elements Go to the Case at a Glance screen and select the action “Closure” Select the correct closure reason - “Assistance Cancelled”

20. 20 Quick Question  What if the individual started a job before the cash assistance closure To-Do was received and continues to receive services after the last month of cash assistance is received? Continue to engage the participant through the last month of cash assistance Update the hours of compliance on the “JPR” screen Terminate services, activities, trainings, deferrals and satisfy other required program elements Do not close the job on the Skill Development screen Go to the Case at a Glance screen Change the case status to transitional after the last month of cash assistance is received

21. 21 Changing the Case Status On the Case at a Glance screen, Select the “Edit” icon under the section “Demographic Information”.

22. 22 Changing the Case Status Select “Transitional” from the Change OSST Registration Status drop down. Do not forget to select “Save”.

23. 23 Changing the Case Status  The OSST case header will now show the OSST status as transitional  Transitional services, activities and training can be entered on the Skill Development screen  Blocks to enter hours of participation will not be generated, so do not change the case status to transitional until after the last month of cash assistance is received

24. 24 Changing the Case Status The case header looks a manila folder. A benefit status called “FLA Status” shows if the cash or food stamps case is “open” in the FLORIDA system based on the latest interface record. The case header also displays the status of the OSST case and the household affiliation. In the example above, the OSST case is transitional (TS) and open. The “PA” indicates that the case is located in a WT unit and is a single parent family.

25. 25 Exemption  Case Closure “To Do” is received when the individual is exempt from WT program participation Close the case in OSST immediately Close the case in OSST immediately Do not wait until after the last month of cash assistance is receivedDo not wait until after the last month of cash assistance is received If the individual is still receiving TCA and wants to participate in the WT program, the individual must ask DCF to change the referral code to “exempt volunteer” or “57” If the individual is still receiving TCA and wants to participate in the WT program, the individual must ask DCF to change the referral code to “exempt volunteer” or “57”

26. 26 Quick Question  Case Closure “To Dos” often include language stating the case is “exempt.” Should we close all cases with this language immediately? No, before closing the case or setting a “To- Do” to close the case after the last month of cash assistance is received, check the FLORIDA system to determine the reason the cash assistance is closing No, before closing the case or setting a “To- Do” to close the case after the last month of cash assistance is received, check the FLORIDA system to determine the reason the cash assistance is closing

27. 27 Exemption  Terminate the services, activities, trainings, jobs, deferrals and pre- penalties  Go to the Case at a Glance screen  Select “Closure” in the Select an Action drop- down box  The user should enter the Reason Code “Became Exempt”

28. 28 Quick Question  The individual is not in compliance. The individual has been counseled, and a sanction should be requested tomorrow if (s)he does not contact the Career Center. Should the case still be closed if the case has become exempt? First, check the reason the case is closing on the FLORIDA system First, check the reason the case is closing on the FLORIDA system Verify the individual is exempt from participation Verify the individual is exempt from participation If the individual is exempt based on a referral code entered on the referral screen, yes If the individual is exempt based on a referral code entered on the referral screen, yes

29. 29 Welfare Transition Sanction (Work Penalty)  Work program sanction is requested by the RWB and the sanction is imposed by DCF  Case Closure “To Do” should be received when DCF actually imposes the sanction Case closure and/or Case closure and/or Sanction imposed Sanction imposed  Verify the closure reason in the FLORIDA system  Close case immediately in OSST  Sanctioned individuals are not eligible for transitional services

30. 30 Quick Question  What happens if staff are not receiving closure or sanction imposed To-Dos on a regular basis? Create a Case Closure or Special Alert To-Do for ten days after the sanction is requested Create a Case Closure or Special Alert To-Do for ten days after the sanction is requested Give DCF ten days from the date the sanction is requested in the system to take action Give DCF ten days from the date the sanction is requested in the system to take action If a closure or sanction imposed notice has not been received in the ten days, the Case Closure To-Do will remind the user to check the case If a closure or sanction imposed notice has not been received in the ten days, the Case Closure To-Do will remind the user to check the case

31. 31 Quick Question If the case is still open in OSST when the reminder to review the case, the To-Do, appears on the To-Do list, review the case in the FLORIDA system If the case is still open in OSST when the reminder to review the case, the To-Do, appears on the To-Do list, review the case in the FLORIDA system If the sanction has been imposed by DCF and the cash assistance is closed, the case may be terminated in OSST If the sanction has been imposed by DCF and the cash assistance is closed, the case may be terminated in OSST The screens displaying the imposed sanction, and cash assistance closure must be printed and retained in the case file The screens displaying the imposed sanction, and cash assistance closure must be printed and retained in the case file Enter a case note detailing the case closure process Enter a case note detailing the case closure process

32. 32 Unable to Determine Continued Eligibility (DCF)  The individual fails to cooperate with DCF; as a result, the DCF terminates the family’s benefits and/or closes the case A Case Closure “To Do” is received on a mandatory case when DCF is unable to determine continued eligibility A Case Closure “To Do” is received on a mandatory case when DCF is unable to determine continued eligibility This may be a result of the individual not attending an appointment or providing required documentation This may be a result of the individual not attending an appointment or providing required documentation

33. 33 Unable to Determine Continued Eligibility (DCF)  Steps to close the case in the OSST system Review the case in the FLORIDA System Review the case in the FLORIDA System Determine the last month the individual will receive cash assistance Determine the last month the individual will receive cash assistance Because the individual received cash for the month and the individual is included in the denominator of the participation rate, attempt to engage the participant Because the individual received cash for the month and the individual is included in the denominator of the participation rate, attempt to engage the participant Enter participation information through the last month that cash assistance is received Enter participation information through the last month that cash assistance is received Ensure to record participation in the OSST systemEnsure to record participation in the OSST system

34. 34  Determine the last month the individual will receive cash assistance using the FLORIDA system  Set a To-Do on the OSST system for the first day after the last month of cash assistance For example, the last month the individual will receive cash assistance is November 2007 For example, the last month the individual will receive cash assistance is November 2007 Unable to Determine Continued Eligibility (DCF)

35. 35 Continued Set a To-Do to review the case around the last day the family receives cash assistance Set a To-Do to review the case around the last day the family receives cash assistance The Start Date of the To-Do should be a few days before December 1, 2007The Start Date of the To-Do should be a few days before December 1, 2007 The Due/End Date of the To-Do should be December 1, 2007The Due/End Date of the To-Do should be December 1, 2007

36. 36  If the individual complies through the last month of cash assistance receipt and does not begin to receive assistance again as a result of cooperating with DCF Close all services, trainings, activities, jobs and deferrals Close all services, trainings, activities, jobs and deferrals Close the case with the reason code “Assistance Cancelled” Close the case with the reason code “Assistance Cancelled” Unable to Determine Continued Eligibility (DCF)

37. 37  Always review the case in the FLORIDA system before closing the case in OSST  The individual may have subsequently requested cash assistance and complied with DCF  DCF may have reopened the cash assistance and referred the individual to the WT program Unable to Determine Continued Eligibility (DCF)

38. 38  If the individual fails to cooperate with the Individual Responsibility Plan or refuses to participate Begin the counseling process Begin the counseling process A sanction may be requested through the last month of cash assistance A sanction may be requested through the last month of cash assistance If the cash assistance ends (the last month of receipt expires) prior to a sanction being requested, close the case with the appropriate closure reason on the Case at a Glance screen If the cash assistance ends (the last month of receipt expires) prior to a sanction being requested, close the case with the appropriate closure reason on the Case at a Glance screen Unable to Determine Continued Eligibility (DCF)

39. 39  What if the individual started a job before the cash assistance closed due to failure to recertify? Is the family eligible for transitional benefits?  If the family is eligible, transitional services may be provided Review the family’s information for eligibility for transitional services The family must be determined eligible before transitional services are received Quick Question

40. 40  If the family meets eligibility requirements and is receiving transitional services, the case status should be changed to transitional after the last month of cash assistance receipt has ended  Continue to engage the participant through the last month of cash assistance Update the hours of compliance on the “JPR” screen Update the hours of compliance on the “JPR” screen Terminate services, activities, trainings, deferrals and satisfy other required program elements Terminate services, activities, trainings, deferrals and satisfy other required program elements Do not close the job on the Skill Development screen Do not close the job on the Skill Development screen Go to the Case at a Glance screen Go to the Case at a Glance screen Change the case status to transitional after the last month of cash assistance is received Change the case status to transitional after the last month of cash assistance is received Unable to Determine Continued Eligibility (DCF)

41. 41 Employment  A Case Closure “To-Do” is received because the individual is working and DCF has budgeted the earnings  The family’s cash assistance closes Review case in the FLORIDA System Review case in the FLORIDA System Determine the last month the individual will receive cash assistance Determine the last month the individual will receive cash assistance Because the individual received cash for the month and the individual is included in the denominator of the participation rate, attempt to engage the participant Because the individual received cash for the month and the individual is included in the denominator of the participation rate, attempt to engage the participant Enter participation information through the last month that cash assistance is received Enter participation information through the last month that cash assistance is received

42. 42  Determine the last month the individual will receive cash assistance using the FLORIDA system  Set a To-Do on the OSST system for the first day after the last month of cash assistance For example, the last month the individual will receive cash assistance is November 2007 For example, the last month the individual will receive cash assistance is November 2007 Set a To-Do to review the case around the last day the family receives cash assistance Set a To-Do to review the case around the last day the family receives cash assistance The Start Date of the To-Do should be a few days before December 1, 2007The Start Date of the To-Do should be a few days before December 1, 2007 The Due/End Date of the To-Do should be December 1, 2007The Due/End Date of the To-Do should be December 1, 2007 Employment

43. 43 Employment  Engage the participant and encourage the participant to continue working If the participant indicates that work is not going well, work with the participant to retain employment or get another job instead of quitting If the participant indicates that work is not going well, work with the participant to retain employment or get another job instead of quitting  Continue to update JPRs through the last month of cash assistance receipt  Do not request a sanction for failure to participate or provide requested documentation after a Case Closure To-Do has been received

44. 44 Employment (Continued)  If the participant does not comply with the program Terminate support services, trainings, activities, employment, pre-penalty entries and deferrals Terminate support services, trainings, activities, employment, pre-penalty entries and deferrals The participant must be notified of the ability to request transitional services The participant must be notified of the ability to request transitional services Mail the Transitional Services Reminder letterMail the Transitional Services Reminder letter If the individual subsequently requests transitional services and the family is eligible for transitional services, the case may be re-opened and the status updatedIf the individual subsequently requests transitional services and the family is eligible for transitional services, the case may be re-opened and the status updated Close the case with the reason code “Employment” Close the case with the reason code “Employment”

45. 45 Quick Question  If the employment service has been closed on the job skill screen, and the participant comes back for transitional services, should we enter a new job on the Skill Development screen? No  Then how do we update employment information?

46. 46 Quick Question Follow-up records may be entered on each job entry. A hyperlink is displayed to the right of the job entry. Enter a new employment entry on the Skill Development screen if the individual secures a new job.

47. 47 Follow-up Information The user must enter the date the follow-up was conducted, the name of the contact spoken to (or if documentation was secured), the wages the individual was making at the time the follow-up was conducted, the number of hours the participant is working, etc.

48. 48 Another Question  If the case status is transitional and the individual secures a new job, should the new job be entered in OSST?

49. 49 Subsequent Employment  Yes  Any time an individual is engaged by the WT program and the individual secures a new job, the employment should be entered in OSST

50. 50 Transitional Services  If the individual secures employment prior to cash assistance closing for one of the following reasons, the family may be reviewed for transitional services Earnings CSE sanction Opting off Failure to recertify or comply with DCF  The family must be found eligible for transitional services prior to the receipt of transitional services

51. 51 Transitional Service  If the cash assistance benefit is closed by the DCF, the family must be informed of the ability to receive transitional services Before the case is closed in OSST, the RWB must send notification of transitional services Before the case is closed in OSST, the RWB must send notification of transitional services  Notification must be sent before or at the closure of the OSST case

52. 52 Quick Question  Can you please review the process to change the case status in OSST?

53. 53 Changing the Case Status to Transitional Once the last month of cash assistance is received and all information is updated, the case status can be changed. On the Case at a Glance screen, Select the “Edit” icon under the section “Demographic Information”.

54. 54 Changing the Case Status to Transitional Select “Transitional” from the Change OSST Registration Status dropdown. Select “Save”.

55. 55 Changing the Case Status to Transitional  The case header will now show the OSST status as transitional  Transitional services, training and activities can be entered on the Skill Development screen  Blocks to enter hours of participation will not be generated, so do not change the case status to transitional until after the last month of cash assistance is received

56. 56 Quick Question  An applicant for cash assistance is approved for a diversion payment or diversion service  The individual secures employment in the required period of time based on the guidance paper  Should the case status remain “Applicant”?

57. 57 Quick Question  No Once the individual begins to receive transitional services, the case status must be changed to transitional Once the individual begins to receive transitional services, the case status must be changed to transitional Employment must be recorded in the OSST system Employment must be recorded in the OSST system Eligibility for transitional services must be determined prior to transitional services being received Eligibility for transitional services must be determined prior to transitional services being received Documentation to support eligibility for transitional services must be retained in the case file Documentation to support eligibility for transitional services must be retained in the case file

58. 58 Reminder  Before the case is closed or the case status is changed to “Transitional”, check the case in the FLORIDA system to confirm the case is not referred to the WT program and cash assistance is closed  Do not close the case or change the case status in OSST (with the exception of exemptions or work program sanctions) until the last month TCA received has ended  The OSST closure reason should reflect the reason the cash assistance case closed

59. 59 Reminder  The OSST closure date should reflect the date the RWB provider closed the case in the OSST system  Enter clear case notes regarding the case closure or the change in OSST case status

60. 60 Summary  Cases close for a variety of reasons  Always investigate the reason cash assistance closed on the FLORIDA system before taking any action in OSST  Engage the participant through the last month of cash assistance receipt if appropriate  Close the case or change the case status in OSST when appropriate based on the reason the cash assistance ended An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by persons using TTY/TDD equipment via the Florida Relay Service at 711.