DPSS ePolicy

To release a new policy.

The purpose of this document is to introduce the availability of the Disability Accommodation Indicator on the California Statewide Automated Welfare System (CalSAWS) to minimize the need for customers who inform the Department of Public Social Services (DPSS) of their long-term disability and request an accommodation to make the same request upon a return visit to the office.

The Disability Accommodation Indicator on CalSAWS must be applied to a case only when the customer requested or was provided a disability accommodation by:

• Calling the Customer Service Center (CSC) or Americans with Disabilities Act (ADA) Hotline and making an accommodation request,
• Verbally requesting an accommodation request to district office staff,
• Sending a completed ADA-PUB 2 (Request for Reasonable Accommodations/ Modifications) form or a written request by mail, fax, or in-person, or
• Documenting their request on an application for benefits.

Accommodations given to customers who did not request an accommodation or provided during the normal course of business do not need to be flagged on LRS.  Customers do not need to formally (written request) request an accommodation to receive one.

DPSS is committed to its ongoing effort to provide excellent customer service to its customers.  The purpose of the Disability Accommodation Indicator is to assist staff to identify customers who are requesting or previously requested an accommodation.

Disability Accommodation Indicator

A LRS indicator alerting district office staff of a customer who requested a disability accommodation(s) due to a disability.

ADA-PUB 4

The “Do you Need Help Because of a Disability” flyer is distributed by the Navigator or Customer Service Representatives (CSR) to every customer entering the district office.

ADA-PUB 2

A DPSS “Request for Reasonable Accommodations/ Modifications” form used by customers who have or may have a disability and wish to request a disability accommodation.

Customer Service Liaison (CSL)

A manager at the level of Human Services Administrator I (HSA I) out stationed in a General Relief (GR) district office lobby who ensures ADA policy compliance, coordinates accommodations for people with disabilities, and supports district office personnel in providing quality customer service.

ADA Liaison

A manager at the level of an HSA I in GR and non-GR district offices, GAIN, IHSS, WFP&I, and ASH offices who ensures ADA policy compliance, coordinates accommodations for people with disabilities, and supports district office personnel in providing quality customer service.

ADA Eligibility Supervisor (ES)

A supervisor located in both GR and non-GR district offices who assist the CSLs and ADA Liaisons to ensure ADA policy compliance, coordinate accommodations for people with disabilities, and support district office personnel in providing quality customer service.

Warm Hand-off

Personally ensuring a customer is handed off from one staff member to another until the customer’s business (in the office or on the telephone) is concluded.

Reasonable Accommodation

Modifications to policies, practices, or procedures to ensure all programs and services administered by DPSS are accessible to customers with disabilities.

The Disability Accommodation Indicator must be added to a CalSAWS case record whenever a customer requests and is provided a reasonable disability accommodation, as stated in the Policy Section of this release.

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