Chapters and Sections

Number Document Title Published 01 Eligibility Policy and Procedure Guide   01. Standardized Case Comments  9/18/2019   03. Daily Bus Pass Policy  9/1/2018   04. Inter County Transfer (ICT) Procedures  7/1/2018   11. Case Clearance  12/30/2016   12. Case Transfer and Returns Policy and Procedure Guide  8/1/2016   13. HSS On-Boarding Model  6/1/2018   16. Eligibility Automation Systems Access Policy and Procedure  3/8/2016   25. Department of Motor Vehicles (DMV) Clearance  2/1/2019   26. CalWIN Electronic Records Management System (CERMS)  9/27/2019   CalWIN Non System Determined Issuances  8/1/2020   EBT System for CF, CW, GR and CAPI  5/15/2020   Flexible Interview Scheduling  10/1/2021   Imposing and Lifting Child Support Penalities  2/1/2020   Procedures for Accepting Subpoenas and Writs of Mandate  1/1/2020   Systemativ Alien Verification for Eligibility  9/1/2020   WWSD Customer Service Process for FRCs and CRCs  10/1/2020   WWSD Specialiozed Task Standardization Process for FRCs and CRCs  10/1/2020   WWSD Standardized Continuing Process  10/1/2020   WWSD Standardized Intake Process  10/1/2020   WWSD Waiver Request Standardized Process  10/1/2020 02 Civil Rights   1. Complaints of Discriminatory Treatment  12/20/2016   2. Dissemination of Information  5/4/2012   Services to Non-English Speaking Customers and Customers with Disabilities - Reasonable Accommodations/Modifications  2/23/2022 03 General   01. National Voter Registration Act (NVRA)  5/1/2019   04. Accepting Collect Calls  9/1/2018   05. Eligibility Program Guide Material and Approval Policy and Procedure  11/1/2018   06A System Data Agreement Data Extract Template  4/18/2016   06B System Data Agreement Various Template  4/18/2016   07. EPPG Text Messaging Service  1/25/2017   09 Customer Contact Information Validation  5/16/2019   10 U.S. Repatriation Program  5/1/2019   12. Reduced and No Fee DMV Identification Cards  1/1/2022   13 SD Law Clearance Elevation  1/28/2016   14 Eligibility Training  2/21/2017   15 QMATIC Lobby Management System  12/21/2017   CalWIN System Data Use Agreement  1/1/2020   My Benefits CalWIN  4/1/2020   New Hire Registry (NHR) EPPG  6/1/2020   No Wrong Door and Lobby Operations  1/1/2020   Voicemail and E-mail Policy EPPG  3/15/2020   Work Number WN Express Service  7/12/2021 04 Customer Service-Complaint Process   1 Eligibility Customer Service Expecations Process and Survey  8/31/2017   1a Attachment A - Eligibility Customer Satisfaction Survey Posters  8/21/2015   1b Attachment B Eligibility Customer Satisfaction Survey.pdf  2/8/2017 05 Confidentiality   1. Confidentiality in Self Sufficiency Programs  9/1/2018   2. California Witness Relocation and Assistance Program (CalWRAP) Cases Process  2/26/2016   3. Inspection of Case Records  4/12/2016 08 Homeless Policy   Treatment of Homeless Mail Policy.doc  6/1/2018 11 Quality & Eligibility Support Department (QESD)   Administative Disqualification Hearing (ADH) System Policy and Procedures  9/1/2020   Aid Paid Pending for QESD staff Policy and Procedure Guide  10/14/2020   Application of Cal-Learn Sanctions for QESD staff Policy and Procedure  10/7/2020   CalFresh Full Field Reviews Policy and Procedures  10/20/2020   CalWORKs School Attendance Penalties for QESD staff Policy and Procedures  9/16/2020   Case and Procedural Error Rate (CAPER) Policy and Procedures  9/8/2020   Child Support Noncooperation Penalties for QESD staff Policy and Procedures  10/14/2020   Confidential IEVS abstracts Policy and Procedures  2/19/2020   Desk Reviews Policy and Procedures  4/16/2020   Employment Services (ES) Sanctions for QESD staff Policy and Procedures  10/5/2020   Employment Services Supportive Services Overpayments Policy and Procedures  10/14/2020   Fraud Referral for QESD Staff Policy and Procedures  7/25/2022   FTI Incident Response Policy and Procedure  4/16/2020   IFD Policy and Procedures  6/24/2020   Medi-Cal Potential Overpayment Policy and Procedure Guide  10/13/2020   Out of Hearing Resolution (OHR) and Appeals Compliance Decision for QESD staff Policy and Procedures  10/20/2020   QESD Case Comment Template Policy and Procedures  10/19/2020   Safeguard Requirements for FTI Policy and Procedures  3/4/2019   Work Participation Rate (WPR) Policy and Procedures  6/22/2019