are helpful to clients and the Department because, when successful, they
help expedite case processing. Cold calls may serve as an alternative
to a scheduled appointment or prevent the need to send a Verification
Checklist (VC-1) if something that is unclear can be verbally clarified.
If you are transferred to the Processing or Phone queue during the course of the day based on business need, you must perform the cold call if that is the action you have pulled.
If a perform cold call action is pulled for a client who has an appointment scheduled in the future, you must perform the cold call.
Steps for Conducting Cold Calls
you must review the submitted document to verify if there is an updated phone number reported. If no updated phone number is reported, attempt to reach the client via telephone using the phone number(s) listed on the Phone page in BEACON
When conducting cold calls, as is the case with every client contact, if the client has Limited English Proficiency (LEP), interpreter services must be offered. Always review the submitted documents and BEACON history prior to placing a call to determine whether or not the client has expressed a language preference and call with an interpreter if appropriate. If you do not learn of the need for an interpreter in advance, put the client on hold and conference in an interpreter. See Using an Interpreter and the Interpreter Services book in the Cross Programs section of this guide for policy and procedural information related to the use of interpreter services.
indicate that a cold call attempt was made by checking the Perform cold call checkbox on the Phone page
indicate whether or not the cold call attempt was successful by selecting either the Yes or No radio button in the Client answered section of the Phone page
click the Save button
close the page
if the cold call attempt is successful, conduct the interview and complete as many of the Action group steps as possible, completing the pages in the BEACON workflow as you go
if the cold call attempt is not successful, schedule an appointment, if appropriate, using the best option available for the case situation.
Whenever you generate a Request for Assistance (RFA) or initiate a Recertification, if there are household members who report or are believed to have Supplemental Security Income (SSI) or Retirement, Survivors, and Disability Insurance (RSDI) income, you must:
document that you have done so in the narrative; and
schedule a follow-up Action to retrieve the SVES data (See Creating Follow-up Actions)