Scheduling/Canceling Appointments

 

When contact with a client is unsuccessful via a cold call as outlined in Conducting Cold Calls, a SNAP telephone/in-person application, recertification or case maintenance appointment is scheduled if appropriate and a BEACON generated appointment letter must be sent to the client by the worker.

 

 

Important

 

SNAP clients may conduct business in any TAO.  However, in-office appointments should be scheduled in the TAO that covers the client’s residential area.

 

ADA Accommodation

Prior to making any appointments, check to see if the client has an ADA accommodation. If the client has an ADA accommodation, check the Accommodation Special Assistance Disposition page to determine the accommodation remedies. If at least one of the remedies is:

 

make sure the appointment complies with the accommodation remedy.  For instance, the appointment must be within the date and time stated in the accommodation remedy; Be sure you select the correct type of appointment for the remedy if the client cannot come to the TAO. 

If you attempt to schedule an appointment that is not within the date and time stated in the remedy, or not in the appropriate location, the following popup message will display “The appointment time and/or day preference does not match the ADA accommodation remedy for an appointment day/time restriction. The appointment time restriction is {time}.  The accommodation day restriction is {day}.”  Different combinations of times and days may occur.

If you attempt to schedule an appointment where an ASL interpreter is required, the following popup message will display “An appointment cannot be scheduled until arrangements are made for an ASL interpreter. Please make arrangements for the interview before completing the appointment letter.”

If the client has an accommodation remedy of telephone, and you attempt to schedule an appointment that will not require the use of a telephone, the following popup message will display “The appointment type does not match the ADA accommodation remedy for telephone.  Please choose the appropriate telephone appointment letter.”

If you attempt to schedule an appointment where a home visit is required, the following popup message will display “An appointment cannot be scheduled until arrangements are made for a home visit. Please make arrangements for the interview before completing the appointment letter.”

If the client has both the assistance of an ASL interpreter and home visit as remedies, popup messages will be displayed for each.

For any scheduled appointments, such as reevaluations, BEACON will check to see if there is an accommodation for an appointment time or type restriction and schedule the time and type requested. An appointment will never be automatically scheduled for a client who requires an ASL interpreter or home visit.

 

 

Scheduling an appointment

  1. enter the client’s SSN and/or other identifying information in the appropriate fields of the Client Search page

  2. click Search

  3. check the box next to the appropriate client from the client list that populates

  4. click the Schedule Appointment icon located on the task bar. The Schedule Appointment popup page will open, on which the client field will be prefilled with the client’s name; the Worker field will be prefilled with SNAP Liaison; and the Appointment Location field will be prefilled with the address of the TAO that serves the town in which the client lives and where the interview will take place

Note

The Schedule Appointment icon can also be accessed within an Electronic Case Folder under the Tools tab

 

  1. select the type of appointment you are scheduling from the drop-down box

  2. in the Additional Free Form Narrative box, you may type any notes pertinent to the upcoming appointment

  3. in the Start field, enter or select the date of the appointment from the calendar pop-up icon shown

Important

When a manual cold call is not answered, the SNAP application interview must be scheduled to take place 4 days from the appointment letter’s generation date and by day 7 whenever possible. This is to ensure the Department will be timely in the issuance of expedited benefits if the client is found to be eligible. For more, see The Application Interview.

 

Example: On 11/8, a FAW receives an action to process a SNAP application. The cold call is unsuccessful. The FAW generates an appointment letter that same day with a scheduled appointment date of 11/12. This appointment date is 4 days from the date of the missed manual cold call and is scheduled to occur before day

 

 

  1. for Start time, enter the start time for the appointment

  2. for End time, enter the time the appointment is expected to end

  3. for Print location, select Local or Central

  4. click Save

  5. if there are too many appointments already scheduled for the selected time slot, a popup warning message will display asking if you still want to schedule it.  You should click No and attempt to find another time to schedule the appointment.  However, if another time cannot be found, click Yes to schedule the appointment despite the high volume of scheduled appointments for the selected time slot

  6. the Notice Preview page will open, allowing you to review the appointment letter.  Review it for accuracy.  If the Notice Preview is correct, click Print.  If an error is identified:

    1. close the Notice Preview page.  You will be brought back to the Schedule Appointment popup page, but all fields will be blank

    2. click the i icon located to the right of the Client field to open the Client Search popup page.

    3. enter the client’s SSN and/or other identifying information in the appropriate fields and click Search

    4. check the box next to the appropriate client from the client list that populates.  The Client Search popup page will close and the client’s information will populate in the appropriate fields on the Schedule Appointment page

    5. repeat steps 5-13

  1. the Microsoft Print Box will open. Click Print

  2. Close the Notice Preview popup page

  3. Close the Schedule Appointment popup page

 

The Schedule Appointment page is also accessible by clicking:

or

 

If, by the tenth day from the application date, an appointment has not been either conducted or scheduled for a pending SNAP application, a batch job will schedule a telephone interview to take place on day 15.  If the pending application has been flagged as expedited, on day 2, an appointment will be scheduled to occur on day 7 from the date of application.  If day 15 or day 7 is not a business day, or if those days are not available due to an ADA accommodation for the client, or if there are already too many appointments scheduled for that day, the appointment will be scheduled for the following business day.  Automatically scheduled appointments will be scheduled between 9:00 AM and 4:00 PM.  An appointment will never be scheduled for a client who requires an ASL interpreter or a home visit.

Cases that are flagged for a Heightened Level of Security (HLS) and those that do not have a phone number listed in BEACON are exempt from this process.

 

 

Canceling an Appointment 

If a client contacts DTA via the Assistance Line or visits a TAO and wishes to complete an interview that is scheduled to take place at a later date, staff assigned the phone or in-person action must conduct the interview.  When a previously scheduled interview is conducted early, the scheduled interview must be cancelled.

To cancel an appointment, you must:

  1. click the double arrow icon on the left-hand side of the BEACON home page to open the My Office tab

  2. click Appointments

  3. click Appointment Search to open the Appointment Search page

  4. click the i icon located to the right of the client information fields.  The Client Search popup page will open

  5. enter the client’s name, SSN and/or Agency Identification number in the appropriate fields.  A list of clients linked to the entered information will appear on the bottom half of the page

  6. check the box next to the appropriate client’s name.  The Client Search popup page will close and the selected client’s information will populate in the client information fields on the Appointment Search page

  7. adjust the from and to dates to reflect the date or period within which the scheduled appointment exists

  8. click search.  Scheduled and cancelled appointments that fall within the selected date range for the designated client will appear on the bottom half of the page

  9. check the box next to the appointment that you wish to cancel

  10. click the Appointments icon.  The Schedule Appointment popup page will open.  The selected appointment information will populate

  11. select Cancelled, using the drop-down list in the Status field

  12. click Save

  13. close the Schedule Appointment popup page

  14. you will be returned to the Appointment Search page, where the appointment Status will display as Cancelled the next time that a search is performed

  15. close the Appointment Search page

It is also possible to search for appointments by TAO or case manager.

 

 

To search for appointments by TAO from the Appointment Search page:

  1. set the radio button to TAO/Worker 

  2. select the desired TAO, office or unit from the drop-down list in the TAO field to open the Worker popup page

  3. adjust the from and to dates to reflect the date or period within which the scheduled appointment exists

  4. click search. Scheduled and cancelled appointments that fall within the selected date range for the designated client will appear on the bottom half of the page

Note

The listed appointments can be sorted by date/time, status, client name, SSN, or worker by clicking the appropriate heading at the top of the list.

 

 

To search for appointments by Case Manager Name from the Appointment Search page:

  1. set the radio button to TAO/Worker 

  2. click the i icon located to the right of the Worker field to open the Worker popup page

  3. click the box next to the appropriate DTA staff person’s name.  The Worker popup page will close

  4. adjust the from and to dates to reflect the date or period within which the scheduled appointment exists

  5. click Search. Scheduled and cancelled appointments that fall within the selected date range for the designated client will appear on the bottom half of the page

Note

The listed appointments can be sorted by date/time, status, client name, SSN, or worker by clicking the appropriate heading at the top of the list.

 

 

Rescheduling an Appointment

If a client requests to reschedule a scheduled interview to a time that is more convenient, the request must be accommodated whenever possible.

You can find the appointment you want to reschedule by accessing either the Appointment Book page or any calendar in the Calendar page.  Prior to rescheduling an appointment, check to see if the client has an ADA accommodation.  If the client has an ADA accommodation, check the Accommodation Special Assistance Disposition page to determine the accommodation remedies. 

To reschedule an appointment you must follow established procedures as listed above for scheduling and canceling an appointment and select Rescheduled, using the drop-down list in the Status field.

 

 

 

  Last Update:  February 6, 2020