1. IS CONTACT WITH THE HOUSEHOLD NEEDED FOR MCR?

Generally, NO.

Do not initiate household contact solely because an MCR has been received and is being processed.  Contact with the household is appropriate when information reported on the MCR requires clarification or when additional information or verification is needed to complete processing of the MCR.

2. IF CONTACT IS NEEDED, WHAT CAN BE ASKED?

DO:

• Ask questions directly related to processing the MCR.
• Clarify information reported on the MCR or provided during the contact.
• Stop asking questions once the questionable information has been resolved.
• Remind household of information or verification still needed to complete processing of the MCR.
• Explain what is needed to finalize the case.

DON’T:

• Re-examine eligibility factors already established in the case, such as identity, citizenship, or residency, unless they are needed to process a reported change.
• Investigate whether unrelated changes may have occurred.
• Conduct a full eligibility interview

Simple Rule: Obtain only the information necessary to process the MCR.

3. WHAT SHOULD BE DOCUMENTED?

When household contact occurs, the case note should document:

• Why was the household contacted.
• What information or verification was needed.
• What information was provided by the household.
• Any verification reminders to the household.
• Any Actions taken to process the MCR.

4. WHAT ABOUT VERIFICATION?

Do not send an ADM-92 for an MCR.

Verification requirements are provided to the household when the MCR is submitted. If additional information or verification is needed to complete processing of the MCR, staff may contact the household and verbally explain what is needed to finalize the case.

Document the contact, including the information reported, reminders of any missing verification, and actions taken to process the case.

5. CASE NOTE EXAMPLES

Income Clarification

MCR reported employment with ABC Company; however, the reported pay frequency was unclear. Contacted the household to clarify the pay frequency reported on the MCR. Household confirmed biweekly pay.

Household Composition Clarification

MCR reported a household member, but it was unclear whether John Doe continues to reside in the home. Contacted the household to clarify information needed to process the MCR. Household confirmed John Doe remains in the household.

Income Verification Needed to Complete the MCR

MCR reported a new employer, but no income verification was provided. Contacted the household to explain that current income verification was needed to complete processing of the MCR. Household stated they will provide their two most recent paystubs.

Shelter Expense Clarification

MCR reported a change in rent; however, the amount reported was unclear. Contacted the household to clarify information needed to process the MCR. Household confirmed monthly rent is $850.

New Information Reported During Contact

Household was contacted for clarification of earned income. During the contact, the household reported that a household member recently started a new job. Advised the household that income verification for the new employment was needed to process the MCR. Household agreed to provide verification.

Simple Documentation Tip: Case notes should reflect the information discussed and any next steps agreed to by the household. For example, document that the household understood what was needed and agreed to provide the verification. Avoid case notes that state, “The worker requested verification of…”  Since an ADM-92 is not issued for an MCR, the focus should be on documenting the discussion with the household, their understanding of what is needed, and their response.

REMEMBER: An MCR is not an interview. Do not use MCR contact to investigate additional changes or information.

Examples of questions and statements that are NOT appropriate during an MCR contact:

• Let’s make sure we verify your identity.
• Can you provide proof that you still live at your current address?
• Let’s re-verify the citizenship status of everyone in the household
• Let’s review all household expenses again
• Have there been any other changes that you didn’t report on the MCR

NOTE TO CASE AUDITORS/2^ND PARTY REVIEWERS: Since contact is not required with the household but can be made to clarify information, it is not an error on the case in either circumstance.  Case notes should explain the situation and action/inaction.