Collateral Contact
All clients are required to furnish verifications necessary to establish initial and continuing eligibility. When a client states s/he cannot obtain verification via documentary evidence, verification through collateral contact must be explored, where possible.
Collateral contact is a verbal or written confirmation of a household's circumstances by a third party who has firsthand knowledge client’s circumstances and can be used to verify certain types of information. When necessary, you may make a collateral contact to confirm questionable information, or to assist the client in expediting the verification process.
Collateral contact can be made when a client is at the TAO or by placing a three-way call with the client. This allows the third party to hear verbal confirmation from the client that they grant permission to release information to DTA.
When to Use Collateral Contact
Collateral contact can be used when the client indicates they are having trouble obtaining a verification or when the information provided on a verification that has been received is unclear or incomplete. It must not be used as the first method of verification.
SNAP client Makayla submitted a note they wrote indicating they do work around the house for their landlord in exchange for rent. When the case manager informs Makayla that the landlord would need to verify this, they stated that the landlord is away and does not have access to the internet to email a letter but could be reached by phone. Makayla agrees to complete a 3 way call with the case manager and the landlord to verify the arrangement. This must be documented in the narrative and satisfies the verification element.
Saed is an EAEDC applicant who has submitted an EAEDC Medical Provider Statement that is missing the box checked that verifies they have a disability that is expected to last at least 60 days and reduces or eliminates their ability to support themself. The Patient Authorization section of the form is signed. The case manager must contact the provider by phone to confirm the missing information, which must be documented in the narrative. This satisfies the verification element.
Alyssa is paid cash to work for a landscaping company. The employer has written a letter indicating
Alyssa works 20 hours per week but did not indicate the rate of pay. The case manager called Alyssa to explain that the verification is incomplete and they agree to a 3- way call with their employer. This is the last verification needed to process Alyssa’s TAFDC case and Alyssa states that rent is due tomorrow. The case manager is successful in reaching the employer who verified that Alyssa’s rate of pay is $18 per hour and can process the case after writing a detailed narrative.
Melisa is a SNAP applicant who indicates they just stopped working and received their last pay check 2 days before applying for SNAP. The employer is listed in The Work Number and still shows as active employment. Melisa told the FAW worker that the employer will not provide a termination letter because they use The Work Number to verify this and are not able to provide letters to former employees, but told Melisa that they will confirm the employment status and last pay information by phone. The case manager completes a three way call with Melisa and the employer, who verifies the information. The details of the call must be documented in a BEACON narrative and is acceptable as verification of the terminated income.
Although it is preferred to have the client fill out a Request for Employment Information form (DORL-1), a Voluntary Consent to Release Information form (VARI-OI) or write a signed statement indicating DTA can contact the individual or agency to verify information provided by the client, it is not required if you are with the client in person or completing a three way call with them. A detailed narrative must be written detailing the client’s consent for the call and the specific information provided.
There are times that the third-party collateral contact requires a written release from the client. If so, you may have the client complete a VARI-OI form or a DORL-1 form. The VARI-OI form can be centrally printed as a User Entered verification element. To send the DORL-1 form to the client when working remotely, you must send an email to your local office management team and copy your supervisor. You must include the client’s name, APID, and address. The management team will determine which in-office staff will be assigned to send the form to the client.
Once completed and returned, a copy must be sent to the third party directly using the procedure above. In this case, the form will need to be printed from the client’s Electronic Case File (ECF) by the assigned in-office staff. If the client does sign the VARI-OI or DORL-1 form, the client’s presence or a three-way call is not required.
When calling a collateral contact, you must always:
- identify yourself by giving your name, title, and the name of the Department;
- ask only questions which are pertinent to determining the client's eligibility for program benefits; and
- document all the information reported by collateral contact in the Narrative.
The Narrative must include the following elements:
- That the client was in the office or speaking to you on the phone
- The option of collateral contact was offered
- That the client accepted or declined the option of a collateral contact
- If contact was successful or not
If contact was made:
- include the collateral contact person's name, title, relationship to the client, a phone number, and a means of contacting that person in the future.
Important: Clients always have the right to decline the option for you to reach out to a collateral contact.
If the information provided by a collateral contact is questionable, you may need to make additional contacts.
Related Topics
Verifications Policy and Procedures (EAEDC)
Verifications Policy and Procedures (TAFDC)