Heightened Level of Security - Domestic Violence
The heightened level of security indicator (HLS) can be used for cases involving domestic violence; and applicants or clients concerned with compromised security.
When a client in any Department program reports a current or past domestic violence situation, you must:
- inform the client about the availability of domestic violence services
- inform the client about the option to use the HLS indicator
- explain the impact of choosing the HLS option. See Heightened Level of Security Impact
- refer the client to the Domestic Violence (DV) Specialist and
- annotate the Narrative tab indicating a referral to the DV Specialist was made.
Important: Do not activate the HLS indicator without the client’s telephonic or written consent.
The client must be referred to the DV Specialist by e-mail with details on how to safely contact or meet with the client to complete an assessment.
The DV Specialist will help the client decide if using the HLS option is appropriate for the client’s situation. In addition to, or as an alternative to the client choosing the HLS option, the DV Specialist may develop an individualized safety plan with the client.
The DV Specialist will e-mail the referring staff or eligibility worker the client’s decision whether to use or not use the HLS. This information can also be found in the case narrative.
In the event a DV Specialist notifies staff to activate the HLS indicator, staff must do so immediately and update the narrative.
Staff may be informed of a past or present DV situation at any point in the application process or after the application is completed. During the TAFDC, EAEDC and SNAP application interviews, DV information is captured on the Domestic Violence - RFA page in the Request for Assistance (RFA) workflow. See Domestic Violence (RFA).
To activate the HLS indicator during case maintenance or Reevaluation:
- access the Program Administration workflow in the Case Maintenance or Recertification workflow
- select the Domestic Violence page. The Domestic violence situation radio button will default to No, unless the client previously reported Yes
- click the Domestic violence situation Yes radio button if currently set to No
- check the Abusive person in household checkbox if it is known that the abusive person is in the household. If it is not known leave it blank
- check the HLS checkbox. This will change the client’s name, birth date, AP ID Number and Social Security Number (SSN) to red type on all Electronic Case Folder (ECF) pages. A Domestic Violence/Heightened Level of Security alert icon (exclamation point in a yellow triangle) will display at the bottom of the Domestic Violence page as well
- go to the Interview Wrapup workflow and perform the wrap-up process and
- annotate the Narrative tab indicating that the client was provided thorough information regarding the HLS indicator and the client requested HLS.
If the client has declined the HLS option, you must not activate the HLS indicator.
Annotate the Narrative tab, detailing whether the client met or spoke with a DV Specialist and does or does not want HLS.
When DV Specialist is unable to make contact with the client
If the client requests to be contacted by the DV Specialist to further discuss the HLS indicator and the DV Specialist has not been successful with reaching the client, it is the DV Specialist’s responsibility to respond to the referring individual if the client did not speak with the DV Specialist to discuss using HLS.
If the client requested HLS when speaking with staff, or submitted written verification, you must activate the HLS indicator following the instructions above.
Annotate the Narrative tab indicating the client did not meet with the DV Specialist but requested using the HLS indicator when they spoke with you.
When the client declines to meet or speak with the DV Specialist
If the client does not wish to meet or speak with the DV Specialist but wants HLS, staff must activate the indicator following procedures on this page and annotate the Narrative tab.
Reviewing the client’s case at Case Maintenance
If on the Access Online Services page and the ‘Do you want to block access to online services?’ is set to Yes, and/or when the HLS indicator has already been selected on the Domestic Violence page, the Domestic Violence page will require revisit.
Reviewing the client’s case at Reevaluation
At every TAFDC, EAEDC, and SNAP Reevaluation, the Domestic Violence page will require a re-visit in the BEACON workflow and will need to be reviewed before the case can be authorized. This step will only occur if an interview is being held. You must explore with the client if they wish to continue with this indicator.
When the client’s case has been denied or closed and is re-applying
If a client who previously had HLS initiates a new application and has no open programs with DTA, the HLS indicator will be automatically removed but Blocking Online Services will be activated. This will allow you to complete an application interview, if required, for a client who previously had HLS. You will receive a pop-up message when opening the case that states:
“This case was denied/closed with heightened level of security. You are required to review with the client if they want to keep heightened level of security and/or Blocking Online Services.”
The Domestic Violence page and Access Online Services in the BEACON workflows will require re-visit before the case can be authorized. The only time this will not occur is when the client’s application is SNAP-only (no other active program) with No Interview Held. You must include information of this review in the Narrative Tab.
If the client requests the HLS indicator be applied, you must follow the action steps above to ensure the delivery of pertinent information regarding the indicator.
If the client requests to proceed without HLS and otherwise feels it is not necessary at this time, the HLS indicator must be set to No. You must remind the client that this security measure can be requested at any time if needed. You must also explore, with the client, the request to Block Online Services which includes accessing IVR and DTA Connect. Unlike requesting HLS, no written request is necessary. Clients who have had their personal identification compromised, such as victims of identity theft, may also wish to select Block Online Services. With this request, telephonic communications are still permitted. Clients must be advised not to authenticate when calling the DTA Assistance Line.
Blocking Online Services will remain active once a case closes or once a case is denied for all DTA programs.
Reinstating the client’s case after it has been closed
If a case that had HLS is reinstated for TAFDC, EAEDC, or certain SNAP households, on the Reinstatement page a pop-up message will inform staff:
“This case denied/closed with heightened level of security. You are required to review with the client if they want to keep the heightened level of security indicator and/or Blocking Online Services.”
This will require the case manager to re-visit the Domestic Violence page and the Access Online Services page.
The Reinstatement page will also have to be re-visited on the Domestic Violence page and Access Online Services page. There will be no special processing instructions for cases where SNAP Interviews are not required.
Important: Clients must be notified upfront that the HLS indicator will be automatically removed once a case closes or is denied but Blocking Online Services will be activated. Clients may opt to continue HLS once the application interview is held.
Reminder: If a client who previously had HLS initiates a new application and has no open programs with DTA, the HLS indicator will be automatically removed but Blocking Online Services will remain active.
SNAP-Only Cases
If a case that had HLS when all AUs were Denied/Closed is reopened for SNAP-only, when the new application is processed and an Interview is not held, on the Interview page, HLS will automatically be reapplied and the client’s name, birth date, AP ID Number and SSN to red type on all Electronic Case Folder (ECF) pages.
Important SNAP Applications that required No Interview at last case closure, and was coded as HLS, will automatically have HLS be re-applied to the client’s case.
Important: SNAP Applications that required No Interview at last case closure, and was coded as HLS, will automatically have HLS be re-applied to the client’s case.
Related Topics
Heightened Level of Security Policy and Procedures