District Staff
Community advocates will first work with the DAL/backup regarding a client’s inquiry. The DAL/backup has the authority to make case decisions based on current regulations, statutes, and other written policies or procedures, such as those included in Administrative Releases, Office Operations, Call-Outs, and Administrative Memoranda.
Centralized Email Address
In November 2023, centralized email addresses for DALs in each district office were created to improve communication between DALs and advocates. DALs/backups must have access to the centralized mailbox for their district office to monitor emails from advocates throughout the day and respond timely to inquiries while ensuring to adhere with existing guidelines for interacting with community advocates.
Note: Staff should communicate with the client/AR in their preferred threshold language or access the appropriate translation/interpretation service, if needed, and document all actions in the case Journal.
For further details about the centralized email address, please reference BWS Call-Out 23-07, District Advocate Liaison (DAL) E-Mail List. If the client/AR disclosed a disability, an accommodation must be offered to determine if a reasonable accommodation is needed.
Staff must document the following:
- An accommodation was offered, and the type of reasonable accommodation agreed to by the client, or
- Staff provided an accommodation based on the existing reasonable accommodation information annotated on the Special Circumstance Detail page.
Rights & Responsibilities of Community Advocates
Provided they do not interfere with the operations of the district office, the Community Advocates may:
- Represent clients upon their request and authorization in matters regarding DPSS programs;
- Distribute legal information;
- Take declarations;
- Conduct interviews;
- Perform surveys;
- Provide voter registration services; and
- Post information in district reception areas upon approval from the District Director (DD)/Regional Services Administrator (RSA).
Although community advocates have the right to communicate with clients in the district office reception areas, as a matter of courtesy, they should:
- Identify themselves upon arrival in a district office. However, community advocates may begin advocacy, or other activities described above, without prior approval.
- Provide the DAL/backup or Customer Service Representative with copies of flyers or leaflets they plan to distribute to clients.
- Inform the DD/RSA/Deputy In-Charge that they will be conducting a survey or other activities;
- Wear an identification badge to distinguish them from County employees.
- Follow the Chain of Command when discussing issues unless a special case with unique circumstances dictates that one or more of these steps be bypassed to meet the client’s needs. The Chain of Command is as follows:
- District Community Advocate Liaison/backup;
- DD/RSA; and
- Division Chief.
- Provide district offices and Program Sections an updated listing of their staff and contact information quarterly. The listing must be provided by the fifth day in January, April, July, and October each year.
DAL Responsibilities
The DAL must:
- Communicate with community advocates in a courteous and professional manner.
- Protect a client’s right to confidentiality. A client must provide authorization to designate a community advocate as their AR before the community advocate can represent them. Authorization may be verbal or in writing.
Clients represented by community advocates maintain their right to confidentiality. See the Designation of AR/Access to Public Assistance Case Records Section for detailed information.
Note: This policy also applies to telephone and email inquiries from community advocates.
- Ensure that community advocates are allowed to enter the interviewing areas when acting as an AR for a client. A community advocate may enter other areas of the DPSS office when accompanied by a DPSS employee.
- Receive case inquiries from community advocates and communicate with the appropriate Eligibility Supervisor (ES), or other staff, to resolve an issue.
- Ensure that a client represented by community advocates is seen in a timely manner. Representation by a community advocate should neither expedite nor delay resolution of an issue.
- Ensure case issues are resolved within four hours, if possible, or provide the community advocate with a status update within four hours, including a report of any actions that will be completed by the end of the day and/or an estimated time that any remaining actions will be completed.
- Evaluate case resolutions disputed by community advocates and make case decisions based on current regulations/procedures.
- Ensure case resolutions and corrective actions (including reference materials, as appropriate) are shared with the ES and Eligibility Worker. Corrective actions can be used for documentation and training purposes.
- Ensure a case corrective action is taken as a result of a complaint/inquiry and ensure the correct policy and procedures are applied.
Note: When designation of the AR is pending, staff should not wait to take corrective actions on the case until the designation of the AR is received. Staff should begin the case corrective actions upon learning of the issue that needs correction.
- Communicate the case resolutions to the community advocate. The backup DAL may also provide resolutions. If this must be delegated to someone other than the DAL or the backup, the community advocate must be notified of the name of the person who will provide the resolution.
Note: See Email Communications for additional information regarding email protocol.
- Adhere to the community advocates' right to resolve case complaints through the Chain of Command.
- Forward copies of flyers/leaflets provided by community advocates to the DD/RSA/Deputy In-Charge, ensuring Safety Police/other employees do not interfere with the distribution of such flyers/leaflets. Approval is not required prior to distribution. However, if staff is concerned about the content, they should ask management to review.
- Forward to the DD/RSA/Deputy In-Charge for approval of any document a community advocate requests to post in the reception area prior to allowing the posting of such document.
- Complete a PA 373 - Record of Participant/Advocate Inquiry, for each complaint.
Note: When the complaint is resolved, upon request, a copy of the PA 373 is given to the community advocate. The original PA 373 is maintained in the district for two years for tracking and reporting purposes.
DD/RSA/Deputy In-Charge - Responsibilities
The DD/RSA/Deputy In-Charge ensures that the responsibilities outlined in this Section are carried out by doing the following:
- Designating one or more staff at the level of Deputy District Director and/or supervisor as the DAL. The DAL is selected based on experience, knowledge of policy and procedures, and public relations skills.
- To maintain continuity, the DAL should be permanently assigned.
- Designating a backup DAL to ensure sufficient coverage at all times. The backup DAL is selected based on experience, knowledge of policy and procedures, and public relations skills.
- Ensuring that the DAL/backup fully understands their responsibilities for communicating with community advocates.
- Ensuring that all public contact staff understand the established guidelines provided in this Section.
- Resolving case complaints that cannot be resolved with the DAL.
- Forwarding complaints to the Division Chief if they cannot be resolved at the district level.
- Informing community advocates if information being distributed in flyers or leaflets is inaccurate or improper. However, disapproval of such information should not interfere with the distribution of flyers or leaflets.
- Notifying and obtaining approval from the Division Chief (who will seek the Bureau Director's approval) on requests from community advocates requesting to post documents in district reception areas.
- Monitoring community advocate activity in the district reception area for reporting purposes.
- Monitoring and tracking to ensure the DAL meets the timely response/resolution of complaints/inquiries.
Customer Service Center (CSC) Staff/IHSS Helpline Staff – Responsibilities
DALs are customarily designated at the Deputy District Director level. Under no circumstances should CSC Eligibility staff or IHSS Helpline staff respond to inquiries from community advocates. Only administrative staff may respond to such inquiries.
All communications with community advocates regarding a case inquiry will be handled by the DAL. When CSC staff or IHSS Helpline staff receives a call from a community advocate making a case inquiry, the CSC staff or IHSS Helpline staff must refer the community advocate to the DAL at the client’s district office/region.
Note: IHSS staff must document case notes on all inquiries from community advocates, including actions taken, within Case Management Information and Payrolling System (CMIPS) II.
Only the DAL has the authority to make case decisions based on current regulations, statutes, and other written policies or procedures.
DAL Listing
The Bureau of Workforce Services (BWS) DAL listing is found within BWS Call-Out 23-07, District Advocate Liaison (DAL) E-Mail List, dated 12/4/2023.
The IHSS DAL listing can be obtained from IHSS Line Operations staff.
CalSAWS - AR
Currently an AR can be identified for the case in CalSAWS by reviewing the Case Journal and/or Images.
IHSS AR Identification
Currently an AR can be identified for the case in CMIPS II, by reviewing the Contacts screen. Staff can also confirm the status of an AR by reviewing the SOC 839, IHSS Designation of Authorized Representative form(s) in the Crooze for Box system.
Designation of AR/Access to Public Assistance Case Records
Authorization must be granted by the client prior to the AR gaining access to case information.
Once authorization has been granted, an AR may receive information about the client, as well as inspect and receive hard copies of non-privileged or non-confidential information contained in the case records regardless of whether the client is present. For a definition of non-privileged or non-confidential information, see Office Operations Release 19-005.1, Access to Public Assistance Case Records.
The following is a high-level overview of the AR designation for the CalWORKs, CalFresh, RCA, TCVAP, CAPI, Greater Avenue for Independence, GR, and Skills and Training to Achieve Readiness for Tomorrow (START) Programs.
The Sections below do not apply for Medi-Cal cases.
For Medi-Cal policy, please see the Medi-Cal Program Section.
- Written Authorization
Written authorization must include the client’s name, mailing address, name of the AR, type of information requested and must be signed and dated by the client.
Written authorization includes, but is not limited to one of the following:
- GEN 853, Sworn Statement;
- The ABCDM 228, Applicant's Authorization for Release of Written Information (cannot be used for Medi-Cal);
- Release of Information portion of the CW 2200, Request for Verification; or
- A written statement/authorization from the client.
Note: For a complete CalFresh list, please see 63-402.6 Authorized Representatives.
The written authorization must be imaged in the case file which is valid for 12 months from the date of signature unless the client expressly limits access by the AR to a shorter period or informs the County that the authorization has been revoked. If the client’s case is discontinued, a new authorization is required.
Note: A written authorization may be provided with an electronic signature, such as but not limited to, the participant typing their name or drawing their signature by using a mouse, a touchscreen, or a handwritten signature submitted by fax, email, or uploaded to the DPSS Self-Service Portal. It may also be completed via telephonic signature.
- Telephone Authorization
This authorization may be accepted in lieu of a written authorization if the client has properly identified themselves. If staff is uncertain about the telephone authorization, or the caller’s identity, they should ask for additional information to confirm the caller’s identity, i.e., case number, Social Security Number (SSN), Date of Birth (DOB), etc.
Any one of the forms mentioned under the Written Authorization Section may be completed by the staff on behalf of the client, and a telephonic signature must be captured, journaled, and imaged.
- Verbal Authorization
A verbal authorization may be accepted in lieu of a written authorization only when the Telephonic Signature software is unavailable.
All verbal authorizations are temporary and must be followed up with a written authorization within 30 days of obtaining the verbal authorization (see above). Staff must add a case Journal entry with the name of the AR and details of the inquiry, should the AR contact the office for follow-up questions.
Note: If an AR contacts the office for a follow-up, only information pertaining to the original inquiry may be released if a written authorization signed by the client is not on file.
IHSS Program
The following is a high-level overview of the AR designation policy for the IHSS Program. For detailed policy and procedures, see Administrative Release Authorized Representative Designation.
- Written Authorization
A client must submit a SOC 839, IHSS Designation of Authorized Representative, to designate an individual as an AR. No other written forms of authorization will be accepted.
The SOC 839 remains valid until/unless the IHSS client submits a SOC 839A, IHSS Cancellation of Authorized Representative.
- Telephone Authorization
A client may verbally authorize an individual to discuss their case or speak on their behalf, but this telephone authorization is temporary (i.e., valid for the communication only). Designation of a long-term AR requires the completion of the SOC 839.
Staff must document the telephone authorization in CMIPS II Case Notes.
Medi-Cal Program
The following is a high-level overview of the AR designation policy for the Medi-Cal Program. The guidance within this Section is associated to Medi-Cal Only cases that are not linked to a cash program or CalFresh case. For detailed policy and procedures, see the following Form Instructions Releases:
MC 382 – Appointment of Authorized Representative;
MC 383 – Authorized Representative Standard Agreement for Organizations;
MC 381 – Cancellation or Change to a Medi-Cal Authorized Representative Appointment; and
MC 380 – Notice of Authorized Representative Appointment.
Written Authorization of an AR
Written authorization must include the name of the AR and must be signed and dated by the client. Written authorization includes, but is not limited to, one of the following:
- MC 382, Appointment of Authorized Representative form (replaces MC 306);
- Medi-Cal application (e.g., Single Streamlined Application [SSApp];
- Statewide Automated Welfare System (SAWS) 2 PLUS, Application for CalFresh, Cash Aid, and/or Medi-Cal/Health Care Programs;
- Covered California;
- Legal documentation of authority to act on behalf of the client under State law (e.g., conservatorship documents, power of attorney, or court documents designating guardianship);
- Any type of written statement provided by the client; or
- MC 306, Appointment of Representative form.
Note: The MC 306 must no longer be provided to a client to designate an AR; however, if one is provided by the client, it must be accepted.
The client may:
- Choose one or more ARs to act on their behalf in the application or redetermination process;
- Choose an individual or organization to be the AR;
- Define the scope of authorized duties each AR will have, such as a limited role or elect that the AR fully act on their behalf; and
- Specify what notices, if any, DPSS must send to the AR in addition to the client.
If the AR is an organization, the individual(s) representing the organization must sign an MC 383, Authorized Representative Standard Agreement for Organization form, to adhere to the AR rights and responsibilities.
The AR appointment is valid for 90 calendar days following a denial or discontinuance of benefits unless:
- Canceled by either party;
- “Good Cause” exists for the AR appointment to continue beyond 90 calendar days because it is in the best interest of the client; and
- A fair hearing is filed, at which time the appointment will continue through the hearing process.
Acceptable signatures for AR forms are wet, telephonic, and e-signatures from approved third parties.
Refer to 5805 Sup I – Authorized Representative, HCR 24-06 Authorized Representative & Release of Information, and MCP 25-21 Implementation of Policy for Electronic Signatures Collected by Third Parties for detailed information.
Appointment of an AR over the Telephone
Appointment of an AR over the telephone may be accepted in lieu of written authorization. The beneficiary must be properly identified. If staff is uncertain about the caller’s identity, or telephone authorization, staff must ask for additional information to confirm the caller’s identity, i.e., case number, SSN, DOB, etc.
Note: For an AR to be added onto the case, the MC 382 is still required when the client appoints an AR over the telephone. Staff must obtain all the required information to complete the MC 382 on behalf of the client over the phone as well as obtain the client’s telephonic signature. The MC 382 must be imaged to the case.
Once the client’s identity has been established, the call may continue with the designated AR and/or organization.
Note that the client may:
- Choose one or more ARs to act on their behalf in the application or redetermination process;
- Choose an individual or an organization to be the AR;
- Define the scope of authorized duties each AR will have, such as a limited role or elect that the AR fully act on their behalf; and
- Specify what notices, if any, DPSS must send to the AR in addition to the client.
If the AR is an organization, the individual(s) representing the organization must sign an MC 383, Authorized Representative Standard Agreement for Organization form. Eligibility staff must read the signature Section on page two of the MC 383. This ensures that by telephonically signing, the AR understands and accepts the rights and responsibilities listed.
When an AR designation is accepted over the telephone, staff must collect a signature by documenting the following in the case Journal:
- The beneficiary’s identity was verified;
- Name of the client appointing the AR;
- Statement that the appointment of the AR by the client was made over the telephone;
- Statement that the AR has telephonically agreed to and signed the information provided under penalty of perjury;
- Identify if the appointment of AR is for the duration of the current telephone call;
- Identify if the appointment is for an ongoing AR;
- Name of the AR and/or organization and individual(s) representing the organization; and
- Date the AR was appointed by the client.
The appointed AR does not have to be on the phone with the client during the telephone call. In addition, staff is reminded that the AR is not required to provide verification of identity to be appointed.
If the signature is captured telephonically, the AR forms must be imaged, and a copy must be sent to the client.
The appointment of an ongoing AR is in effect until:
- The client cancels or modifies the authorization. The MC 381, Cancellation or Change to a Medi-Cal Authorized Representative Appointment form, must be signed;
- The AR informs DPSS that they are no longer representing the client; or
- There is a change in the legal authority on which the authority for the AR was based.
Refer to Form Instructions MC 381, Cancellation or Change to a Medi-Cal Authorized Representative Appointment for details.
Email Communications
Staff SHALL NOT email information regarding the client’s case record to a community advocate without proper authorization from the client as described in this release and referenced materials.
See the Designation of AR/Access to Public Assistance Case Records Section for detailed information.
Personally Identifiable Information (PII)
The following PII is protected; therefore, must not be included by departmental staff in any email communications:
- Client’s name or the names of anyone within the Assistance Unit (AU);
- Case numbers assigned to a client for identification purposes;
- SSN for any of the persons listed in the AU;
- Driver's license or identification numbers;
- Address and telephone numbers;
- Client Index Number; and
- Domestic Violence Victims:
- Reference AM 09-007, Senate Bill 1491 – Prohibitions on Requesting Personally Identifying Information of Victims of Domestic Abuse from Service Providers, dated February 12, 2009, for more information.
The following is a partial list of items not considered PII that may be shared with community advocates via email:
- The name of the program under which the client receives benefits;
- Benefit amounts that the client receives;
- Cause(s) for a denial, reduction, or discontinuance of benefits;
- Amount or cause(s) of a county’s overpayment or over-issuance charge;
- Case status; and
- Existence of a fraud referral and the underlying reason for the referral.
Community advocates will initiate an email to districts that will contain their own agency case number, e.g., LAFLA (LAFLA001), NLS (NLS001), Public Counsel (PC001) or other advocacy organizations to be used when responding to inquiries, on the subject line. The email should not include PII information (including the client’s name) unless it is encrypted. Reference Contract Memo 17-01, Contractor Protection of Electronic County Information, dated March 28, 2017 for more information on email security and encryption.
DPSS staff completing the PA 373 will ensure the assigned case number is annotated on the upper right-hand corner of the form. The DAL will obtain authorization from the client to release information before responding. After proper authorization from the client has been obtained, the DAL will respond to the inquiries via email and continue using the agency assigned number in the subject line.
- Email From Community Advocate Example:
“I am writing to inquire about your office's recent termination of my client, from GR. You claim that they have unreported earned income. I can assure you they are not currently working and have no income other than their GR and CalFresh. Please indicate why you believe they have unreported income. Please call at xxx-xxx-xxxx for additional information.”
- Email Reply from DAL Example:
“In regard to the client with the above-mentioned (Agency Case Number), we have received pay stubs from the…”
Note: Prior to initiating the email response, the DAL must ensure that proper authorization from the client was obtained.
To ensure that PII is protected and that complaints are processed timely, the following steps must be completed:
- The DAL should be aware that to prevent the Department from sending any PII that may be in the email’s history, the DAL should delete any prior history within the email thread when replying to the community advocate’s initial email. Thereafter, all correspondence should continue using the assigned agency case number;
- DDs, Administrative Deputies, Regional Managers, DAL, and community advocates will ensure that PII and associated resources remain private during transmission between the sender and receiver;
- The DAL will receive case complaints via email from community advocates and share information with the appropriate designated ES to resolve the complaint;
- The DAL will provide a status update to the community advocate within four hours, including a report of any actions that will be completed by an established time frame. If the case resolution is delegated to someone other than the DAL, then the name and contact information shall be provided to the community advocate; and
- District staff must continue to follow existing procedures to verify and confirm the identity of the intended party and ensure all details of requests are documented with pertinent information.
Overpayment (OP)
When district office staff receive an inquiry from advocates regarding an OP that was established by the Eligibility Benefits Recovery Section (EBRS) Fraud Computation Taskforce:
- Confirm the advocate(s) have an AR form on file;
- Review the case Journal entry for any comments from Welfare Fraud Prevention & Investigations (WFP&I). If the client is under investigation:
- Inform the advocate that a review will be conducted and a response will be provided shortly.
- Do not share any details about the investigation until a consultation with WFP&I is conducted and they provide next steps.
Reminder: As stated in 20-002 Welfare Fraud Prevention and Investigations Section Processes, under no circumstances should any information regarding fraud investigations be released to the client or AR (advocate). The WFP&I will provide instructions once the inquiry is completed.
- Notify the DAL of the inquiry via email:
- Also notify the DAL if the client is under investigation.
- The DAL will take the following steps:
- Confirms receipt of the inquiry.
- Contacts EBRS to get supporting information regarding the advocate inquiry:
- EBRS administration provides the supporting information that will allow the DAL to provide a response regarding the advocate inquiry. If the client is under investigation, EBRS will work with WFP&I and provide the DAL with the next steps in writing.
- Provides a response to the advocate once supporting information is received unless instructed otherwise by EBRS or WFP&I.
Contact persons for the EBRS unit:
- Laura Silva LauraSilva@dpss.lacounty.gov
- Vardan Poghosyan VardanPoghosyan@dpss.lacounty.gov