No individual or group may receive benefits without filing an application either in person, by fax or through a home visit by the SSR. The information provided on the application and the verification documentation are used for three important purposes:
as the Department's basis for approving or denying benefits,
to determine the amount of benefits, and
as the primary instrument in the Department's initiation of a fraud case or claim against a group.
IMA staff will not alter the group's application in any way. IMA staff shall use dictation and additional information sheets to add information relevant to the group's application. IMA staff must, however, assist individuals who are unable to read, write, and understand the application to complete the necessary forms (see Section 1.5: Assisting Applicants Unable to Read or Write in Submitting an Application in this Chapter).
All interactions between the Department and the applicant, including the intake interview, phone conversations, and any other meetings, shall be conducted in a manner that respects the dignity and privacy of the applicant.
An inquiry is a face to face, telephone, or written request by a person for information about IMA programs and benefits.
When a face to face inquiry is made and the individual expresses interest in filing an application, the SSR shall encourage the group to file and application the same day the group contacts him/her.
When a telephone inquiry is received, the SSR shall do the following:
inform the caller that s/he can apply for benefits at the nearest Service Center on the day of the telephone call, and
if the caller does not wish to come to the office in person, inform the caller that the Department can mail them the application. The SSR shall mail an application and related forms on the day the request is received.
When a written inquiry for assistance is received, the SSR shall mail the application and related forms, including information about expedited Food Stamps, the same day the request is received.
