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 only when the information reported or verification needs clarification.

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

DO:

• Ask questions directly related to the questionable information.
• Clarify information the household already reported.
• Stop asking questions once the questionable information has been resolved.

DON’T:

• Conduct an interview.
• Ask about areas that were not reported.
• Solicit new information.
• Investigate whether other changes may have occurred.
• Use contact as an opportunity to review the entire case.

Simple Rule:

Clarify what was reported.

3. WHAT HAPPENS WHEN THE HOUSEHOLD CONTACTS THE AGENCY?

The same rules apply.

Whether the eligibility worker initiates contact or the household contacts the eligibility worker by phone or in person, questions should remain limited to clarifying any questionable information already reported on the MCR.

Do not expand the discussion into other areas of eligibility simply because the household is available.

4. WHAT ABOUT VERIFICATION?

Do not send an ADM-92 for an MCR.

Clear guidance identifying the verification required to complete the MCR is provided to the household when the MCR is submitted. It is the household’s responsibility to review the verification requirements and provide the required documentation.

Staff should not initiate household contact solely to request missing verification.

5. WHAT SHOULD BE DOCUMENTED?

When household contact is necessary, the case note should answer three questions:

WHY was the household contacted?
WHAT specific information needed clarification?
Was the contact limited to that issue?

CASE NOTE EXAMPLES

Earned Income

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. Contact was limited to clarification of the questionable information. No additional information was requested.

Household Composition

MCR listed John Doe in the household, but it was unclear whether he continues to reside in the home. Contacted the household to clarify the household information reported on the MCR. Household confirmed John Doe remains in the home. Contact was limited to clarification of the questionable information. No additional information was requested.

Shelter Expense

MCR reported a change in rent, but the amount reported was unclear. Contacted the household to clarify the rent amount reported on the MCR. Household confirmed monthly rent of $850. Contact was limited to clarification of the questionable information. No additional information was requested.

BEFORE CONTACTING THE HOUSEHOLD, ASK:

Is there specific information reported on the MCR that cannot be processed without clarification?

YES → Contact may be appropriate. Ask only what is necessary to resolve that issue.

NO → Do not initiate household contact.

REMEMBER

An MCR is not an interview.

CLARIFY → DOCUMENT → PROCESS

Do not use MCR contact to search for additional changes or information.