The GAIN Services Worker (GSW)/Contracted Case Manager (CCM) initiates a telephone call follow-up when a participant does not show to his/her Appraisal appointment. The GSW/CCM calls the participant 45 minutes after the scheduled appointment time or by no later than the end of the same day. The outcome of the telephone call is documented in the CalSAWS Journal.
Requirement and Limit/Condition
Telephone Call Follow-up
The GSW/CCM discusses with the participant the reason(s) why he/she was not able to attend the appointment and resolves any barriers to facilitate his/her participation.
Re-scheduling the Appraisal Appointment
The GSW/CCM can re-schedule the appointment and/or complete the Appraisal interview over the telephone by updating the Customer Activity Detail page and the Online CalWORKs Appraisal Tool (OCAT) by logging on to https://ocat.calsaws.net. The GSW/CCM must confirm with the participant that the time necessary to complete OCAT over the phone is available and that the participant is in a confidential/safe environment to disclose sensitive information, if necessary.