Schedule Timely Appointment Action
BEACON automatically creates the Schedule Timely Appointment Action to follow up when an interview is not scheduled timely or was scheduled but not completed for a reason that does not appear to be the client's fault. This could be a result of:
- unexpected office closures
- having the wrong number in the case record
- an outbound call that was successfully answered but was not connected to a case manager
- an Action that was previously Dismissed.
Completing Schedule Timely Appointment Actions
When you receive a Schedule Timely Appointment Action, you must:
- review all documents submitted by the client, including web applications, and update the client’s primary phone number if necessary
- attempt to cold call the client to complete the interview. If the cold call attempt is successful, conduct the interview
- if the cold call is unsuccessful, or the client cannot be interviewed at that time, you must schedule an appointment.
If a perform cold call action is pulled for a client who has an appointment scheduled in the future, you must perform the cold call.
Important: Cold calls are a critical step that must be taken before an appointment is scheduled for a SNAP application. You must perform cold calls during DTA operating hours if that is the action you have pulled.
If the cold call is unsuccessful, or the client cannot be interviewed at that time, you must schedule an appointment. For more, see The Application Interview.
Note: If the primary phone number is clearly incorrect or disconnected, an in office interview must be scheduled.
Important: When you receive this action type because an appointment was scheduled but not completed at no fault of the client, a Notice of Missed Interview (NOMI) must not be sent.
When a manual cold call is not answered, the SNAP application interview must be scheduled to take place 4 days from the appointment letter’s generation date and by day 7 whenever possible. This is to ensure the Department will be timely in the issuance of expedited benefits if the client is found to be eligible. For more, see The Application Interview. ExampleExample
Update the Narrative to reflect the actions taken on the case and any next steps that are outstanding.
For step-by-step instructions on how to process a Processing Action, please see Requesting and Completing a SNAP Processing Action.