DPSS ePolicy

To convert existing policy to new writing style

GAIN Case Managers are to contact all participants, except participants receiving Mental Health, Substance Use Disorder, and/or Domestic Violence services in their caseloads by telephone at least monthly. Case Managers that hold specialized files such as Specialized Supportive Services (SSS), Linkages, Homeless, and/or Family Stabilization may be required to make more frequent contact to closely follow-up on the progress and success of the specialized services being offered.

The monthly participant contact is a requirement and an opportunity for the Case Manager to have a meaningful conversation and address Welfare-to-Work (WtW) participation and identify, address, and resolve potential problems as expeditiously as possible to increase participation and decrease compliance problems. The Case Manager is to develop a weekly contact list to systematically call every participant in their caseload.  Taking this systematic action will assists the Case Manager in complying with the monthly participant contact requirement. 

Proactively contacting participants on a regular basis increases the likelihood of problems being identified before they become major barriers to participation, promoting achievement of more positive outcomes and greater levels of success. The Case Manager can use CalSAWS Worklist as a guide to ensure all participants in the caseload are contacted while documenting all findings and any follow-up actions on the GN 6337, Monthly GAIN Participant Contact Checklist. The Case Manager must thoroughly document all actions in the CalSAWS Journal. 

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To be an effective Case Manager, the Case Manager at minimum must:

Review the Case Monthly

Ensure all payments previously requestd for supportive services have been authorized for the participant's timely receipt.  If needed, inform the participant of the availability of supportive services, ie., ancillary/work-related expense, child care, or SSS and make proper referrals to help resolve any problems.  Review the case for instances where the participant's patterns of non-compliance, sanctions, or the participant's history and telephone responses, are clues from which the Case Manager may determine if the family is experiencing a  barrier or a crisis that is destabilizing the family; and if so, explain and offer the participant Family Stabilization services.  Furthermore:

1. Make sure any non-compliance with WtW activity hours by the participant is addressed and rectified expeditiously;
2. Make sure to remind/request the participant to provide due/delinquent GN 6365, Monthly Attendance Report or GN 6070, Progress Report;
3. Request due/past due check stubs or receipts;
4. Remind participant of any upcoming office appointments and/or potential job resource events;
5. Make sure participant's contact number/information is up-to-date; and
6. Routinely remind participant of the importance of complying with the GAIN Program requirements.

Thoroughly document all actions in the CalSAWS Journal.

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