Harmony – Reporting of Benefit or Service Issues

Information to assist in locating the correct mailbox to report benefit or service issues.

Guidelines for Submitting Questions to TANF Mailbox

Prior to emailing the TANF Mailbox, the Worker should always: Have case notes brought up to date Review the subject in TANF policy Review Quest articles Consult with Supervisor If you still need guidance, please email us at the TANF Mailbox at AFS.TANF@okdhs.org  To email the TANF Mailbox the supervisor should include: Subject Line: Type […]

Questionable Information

Questionable information – is information provided by the client that is inconsistent with previous statements made by the client, other information in the case record, or other information received by DHS.  This information must be resolved if it could affect the household’s eligibility to receive the benefit.  Policy regarding this term is located at: LIHEAP: 340:20-1-11. […]


Interview – an interview is required before initial certification for all programs except for the SoonerCare (Medicaid) online enrollment (OE) population.  It may be conducted face-to-face or over the telephone depending on the program.  During the interview the client and worker complete the application or renewal and any other required forms, discuss the client’s household […]

Questions Workers Should Ask During Interviews

Use the following guide for interviews to assist you while you obtain the necessary information you need to determine eligibility for your clients.

Quality Customer Service Gemba

“Customer Service” refers to how we relate to each other daily. Our customers are external (e.g., clients) and internal (e.g.,employees). It is important that we respond to our customers with professionalism, compassion and integrity. It is also important that employees, clients and work places are free from harm or danger. Safety is everyone’s business and […]

Questions Managers Should Ask Themselves

Questions managers should ask themselves while walking the Gemba Why is this process other than how you visualized it? What disrupts the work? Where could mistakes be made? What keeps those mistakes from being made? Is there a mechanism to cue the employee to the correct way or alert them that a mistake has been […]