FEW and SSS Reengagement Responsibilities

Full Engagement Workers (FEW) and Self Sufficiency Specialists (SSS) will use multiple strategies to proactively work with and reengage clients in Pathways to Work activities if challenges come up to participating.

The goals of the reengagement process are for engagement staff to connect with and strategize with clients on addressing challenges prior to a sanction for work or school rules being authorized on their case, whenever possible.

Successful reengagement when able to connect with the client should include revisiting client goals, discussing program progress, strategizing to mitigate challenges and encouraging proactive communication around Pathways to Work activities.

When it becomes known that a client is having trouble meeting their requirements, has stopped attending a program or has communicated a challenge, the assigned FEW or SSS will work with the client to determine next steps. This includes exploring available supports and resources to alleviate challenges to participating, co-case management with a provider, revisiting a client’s goals and Plan or discussing if a good cause reason exists.

Note: SSSs must complete these reengagement activities with clients in their caseload who are subject to work or school rules, and should seek support from the FEW, if needed.

Each month, BEACON will determine whether a client:

has a Pathways to Work Plan and;
if monthly engagement or participation hours have been entered or,
has met their required hours through employment.

If a client appears on the Clients with Pending Work/School Rule Sanctions view, FEWs and SSSs will review the case following the touchpoints outlined below and attempt to contact the family prior to any negative action being authorized on the case.

The following case activities are the minimum touchpoints that must be completed. FEWs and SSSs are encouraged to use regular telephone contact and email, as well as virtual and on-site meetings to support effective communication and goal progress based on the type of interaction and client preference.

No Pathways to Work Plan

If the pending work or education sanction is the result of the client not having a Pathways to Work Plan, the FEW or SSS must:

complete two cold calls
confirm current enrollment status with provider if a pending Pathways to Work activity referral is pending
verify that the client was referred to a FEW by the case manager at application reevaluation or when becoming nonexempt, if the Pathways to Work Planning period ended within the last 30 days
confirm attempts to complete all Planning activities were attempted, if not completed and are indicated in the case narratives
review case narratives and Scanned documents to determine if client has made contact with DTA to report a challenge or request good cause
review Scanned Documents to determine whether client has submitted proof of enrollment in an activity or employment
ensure that no additional information is known to DTA that would require an exemption or compliance reason be entered

Successful Reengagement when a Client Does Not Have a Plan

A work or education rule sanction, in a pending or authorized status, must be removed when a client:

is verified as enrolled in an activity and agrees to a Pathways to Work Plan, including the completion of any Planning activities
is determined to have good cause or a meets compliance reason

No Engagement or Participation

If the pending sanction is the result of a client having an active Pathways to Work Plan but their monthly engagement or participation was unable to be verified, staff must:

complete two cold calls
review case narratives to determine if client has made contact with DTA to report a challenge or request good cause
review Scanned Documents to determine whether there are available documents confirming participation or that they have started employment
review Provider Participation report and/or contact Provider to determine client’s engagement status for reporting month, if a DTA contracted or funded program.
ensure that no additional information is known to DTA that would require an exemption or compliance reason to be entered

Successful Reengagement when a Client Needs to Confirm Engagement or Participation

A work rule sanction will be removed when a client reengages with their activity by confirming their participation with the FEW or SSS, submitting their Participation form, or upon verification by the Provider.

If a client will not continue with the activity in their current Plan, a sanction will be removed when they are connected to a new activity and agree to a new Pathways to Work Plan.

Reengagement for Employed Clients Not Meeting Work Rules

Pathways to Work Planning Activities

Monthly Engagement and Participation to Meet the Work Rules

Removing Work or School Rule Sanctions