Responding to Callers Requesting Assistance
Clients may contact the Assistance Line to request assistance for issues that may be related to an ADA Accommodation, Domestic Violence (DV), Heightened Level of Security or other general inquiries.
Case managers must ensure that when these calls are received, assistance is provided to the client. You must annotate the narrative with the client’s circumstances, if applicable. The following procedures apply to all staff conducting business by phone.
ADA Accommodation
The Department must provide reasonable accommodations to qualified individuals with disabilities. These clients may request an Americans with Disabilities Act (ADA) Accommodation to help facilitate interaction with the Department.
When clients calling the Department have an approved ADA Accommodation (The ADA Accommodation icon appears on the Client Search Page), you must provide assistance in meeting Department requirements and using Department services.
If there is an accommodation flag, you must access the Accommodation page by clicking on the ADA Accommodation icon. Once the approved accommodation is reviewed, you must proceed according to existing Department Policy.
Important: Refer to the American with Disabilities Act – ADA books, including Recognizing an ADA Accommodation Request; Responding to Clients Requesting Assistance Due to a Disability; ADA and Assisting Clients; and ADA Accommodation Page.
Disability
If an Americans with Disabilities Act (ADA) accommodation has not been approved or is pending, you must:
- log the accommodation request on the Accommodation/Special Assistance workflow following established procedures. See Accommodation/Special Assistance Request
- complete a Client Assistance Coordinator (CAC) referral, if appropriate following procedures found at ADA Accommodation Process: Case Manager Making Client Assistance Coordinator (CAC) Referral
If the First Available Worker (FAW) gets an action of an available verification for a client, s/he would open it. If it is a document that may have something to do with a disability/accommodation (verified through reviewing the case for a detailed narrative from the CAC or pending accommodation request,) the FAW must dismiss the action. Once the action has been dismissed, you must email the CAC for the TAO covering the client’s catchment area as follows:
Subject line: SECURE: Accommodation Verification
Text content: “Verification for client John Smith Agency ID: 1234567 are available, appears to be relevant to pending ADA request.”
It is the CAC’s responsibility to disposition the verification, review if it’s adequate and/or follow up with the client as appropriate.
Domestic Violence
DTA helps victims of domestic violence achieve economic self-sufficiency, safely. Clients who contact the Assistance Line to inform a case manager of domestic violence issues must be referred to a Domestic Violence (DV) Specialist.
Important: While you are obligated to make a referral to the DV Specialist, the client is not obligated to meet with the DV Specialist.
If a client caller informs a case manager of domestic violence issues, you must:
- inform the client of domestic violence services
- review list of statewide Domestic Violence Specialists and select one based on the client’s catchment area (see Policy, Program and External Relations on DTA Online Intranet for DV Specialists list)
- make a referral to the Domestic Violence Specialist
- provide the client with the option of a Heightened Level of Security Indicator (HLS)
Note: The HLS indicator must not be selected if the client has not returned the HLS-1 form.
Client callers who have informed the Department of domestic violence issues may have an HLS indicator that will appear on the client’s Electronic Case Folder (ECF). If an HLS indicator is present and the client contacts the Department, you must:
- inform the client that information regarding his/her case cannot be discussed over the phone, and
- provide the client with TAO information, if requested
General Inquiries from Non-Clients
Callers that are unknown to BEACON may contact the Assistance Line for questions and information regarding DTA benefits.
For general inquiries about DTA, you must:
- provide the caller with the requested information, including how to apply for DTA benefits
- if requested, mail a SNAP application to the caller or advise the caller to apply online via www.dtaconnect.com
- remind the caller that a SNAP application can be submitted via mail, fax, DTA Connect website (portal) or in-person at a local TAO.
- advise the client of the DTAConnect Mobile application available for download via the App Store for Apple users or Google Play Store for Android users
Non-clients may request other supports that may be non-DTA related. In these circumstances, staff may use Mass211 as a primary source of information.