Concluding the Interview

The conclusion of the interview is critical to ensuring that the case will be processed accurately, timely, and in accordance with federal rules.

Summarize the Interview and Next Steps

At the conclusion of the interview, it is good practice to summarize the interview to check both the eligibility worker’s and the household’s understanding of what transpired and what will happen next. Eligibility workers should emphasize the importance of submitting any needed verification and, if possible, tell applicants when they can expect to hear about the household’s eligibility (this can reduce inquiries from applicants checking on their case status). Eligibility workers should inform the applicant about the various ways they can submit information. If households indicate they will need assistance obtaining required verification, eligibility workers are required to assist them. 7 CFR 273.2(f)(5)

Provide Information From the Application

The state must provide households that complete an online electronic application with the opportunity to review the electronically recorded information and obtain a copy of that information for their records. This policy also applies to an interactive application and interview when a household answers the intake worker’s questions either face-to-face or via telephone, and the intake worker records the household’s answers electronically. Eligibility workers must allow applicable households to review and obtain a copy of the information without households having to request this opportunity. Eligibility workers must offer this information to each applicable applicant. 7 CFR 273.2(c)(1)

Document

Eligibility workers must document case records to support eligibility and benefit level determinations. Documentation must be in sufficient detail to permit a reviewer (such as a Quality Control reviewer) to determine the reasonableness and accuracy of the determination. The more complex the household’s composition and financial circumstances are, the more important it is that eligibility workers have clear documentation to substantiate their eligibility and benefit level determinations. 7 CFR 273.2(f)(6)