WAG 02-06-01-e: Customer Information

revised manual textCustomer Information

The FCRC must provide the following information to the applicant:

  1. Medical Programs
    • For Medical programs requiring a disability determination not already completed, explain the medical records or exams needed to determine blindness or disability, medical barrier for work, or the need for long term care.

      If a disability determination is needed, gather needed information and provide to the Client Assessment Unit (CAU) per the CAU Checklist.

    • Explain the Healthy Kids program. See PM 20-21-00.
    • If a family member has a high cost medical condition and health insurance is available to them, explain the HIPP Program. See PM 23-08-01. Give them HIPP Information Sheet (HFS 3459) and help them complete Health Insurance Premium Payment (HIPP) Referral (HFS 3459B).
    • Explain the HFS 469 - Medical Card is mailed with the IL444-360C - Notice of Decision when a determination for Medical coverage has been processed.
    • If the application is for medical assistance, and income is in excess of the income standard or for AABD Medical if income and/or assets are in excess of the asset limits, explain spenddown. See PM 15-08-00.
  2. Medical Support Rights
    • Explain the assignment of medical support rights (PM 03-19-00), TPL (PM 23-08-00), and the Department's right to be reimbursed by a third party resource for medical bills which they should have paid.
  3. AABD Program 
    • Immediately upon learning that an AABD applicant has no shelter, tell them that when all eligibility factors have been verified and they are found eligible:
      • a disbursing order may be issued to obtain shelter; and
      • of any known place(s) that accept disbursing orders for shelter.
    • Once an applicant reports that shelter has been found and a disbursing order is necessary:
      1. Issue the disbursing order immediately, if all eligibility factors have been verified, but no later than 5:00 p.m. on the first workday after the date of the request.
      2. Tell the client to return any disbursing order refused by a vendor so another may be issued.
  4. TANF Program
    • For TANF, explain the Work and Training Activities participation requirements. See PM 03-13-00.
  5. SNAP
    • For SNAP, explain the SNAP Work Rules and issue Form IL444-5175 to nonexempt SNAP household members. Explain the Work Provisions and the requirement for nonexempt SNAP customers to register for work through completion and acceptance of Form 5175.  See PM 03-15-01. Do not send the nonexempt exempt person to the Illinois Department of Employment Security to register for work.
    • When the Work Requirement policy is in effect and a member in the SNAP household has to meet the requirement, explain and issue Form IL444-5175 to the nonexempt member. If a member would like to volunteer to do community service, issue SNAP Activity Report (Form IL444-2610) and explain the use of the form. Currently the entire state is exempt from the SNAP Work Requirement through October 31, 2024. See PM 03-25-00.
    • Explain the SNAP Employment and Training Program (SNAP E&T) and its goal to help SNAP customers improve their work skills and assist them finding a job through short-term training and work assignments as well as GED, resume writing and interviewing classes. Supportive services are available to help the customer participate in program activities. See PM 21-06-00.
    • Explain the need to report and/or verify a change in circumstances such as household composition, student status, an address change and/or a change in shelter expenses, medical expenses for a qualifying member, dependent care costs, court ordered child support payments, a change in jobs or loss or reduction in work hours. .
    • Offer a copy of the application (PM 02-04-00).
  6. Benefit Issuance
    • Explain the Illinois Link System to Cash and SNAP applicants and give the Link Brochure (WCS 9203). See PM 22-01-01.
    • Explain the enrollment process for direct deposit to cash applicants. If the applicant wants direct deposit:
      • Enter the case name, address, and case ID number on Form IL444-2493 - Authorization for Direct Deposit of Assistance Warrant.
      • Give the applicant Form IL444-2493.
      • The applicant completes and signs Section A of Form IL444-2493 and takes the form to the bank, savings and loan, or credit union. If approval is given, the bank, savings and loan, or credit union completes Section B of IL444-2493 and sends the completed and signed form to the Exception Processing Unit for enrollment.
    • Form IL444-2501CF - Notice of Direct Deposit is mailed centrally via IES and informs the customer of the month and year direct deposit begins. All Cash Direct Deposits are available on the 8th of each month.
  7. Redetermination of Benefits
    • Inform the customer of the requirement to complete an annual redetermination of benefits. Prior to the end of their certification period, Form IL444-1893 - Medical, Cash and SNAP Redetermination Notice is mailed to households due for a renewal of benefits.
    • Form IL444-360C - Notice of Decision is systematically sent to notify the household of the approval or denial of benefits. If approved, Form IL444-4769 - Redetermination Fact Sheet is sent with Form IL444-360C to SNAP and/or TANF households in Mid-Point Reporting. Mid-Point Reporting SNAP and/or TANF households receive an interim report, SNAP and TANF Mid-Point Report (Form IL444-2890) to complete in the 6th month of their certification period. 
    • At the interview, explain and issue Reporting Changes - SNAP (IL444-2777) to Change Reporting households. At the time of approval, the worker sends SNAP Change Report (IL444-1978) to the household and a (non-postage paid) return envelope.
  8. Child Support Program
    • Explain the Child Support Program and the customer's responsibility to cooperate. Explain the Department's rights to any support paid by an absent parent on behalf of their children who receive assistance. See PM 24-01-04. Ask the customer to sign Form IL444-1260A - Notice Concerning Good Cause For Refusal to Cooperate.
  9. Child Care Program
    • If the applicant is working and has child care costs, explain the child care program. Tell the customer  how to apply and of the verification required. See PM 06-16-05.
  10. Client Cooperation
    • Explain the applicant's responsibility to provide sufficient information to enable the FCRC to locate them, such as:
      • the name, address, and home number of the landlord, a relative, a friend, a neighbor or other person through whom the applicant can be located;
      • if the current residence is considered temporary, how long they think they'll be there; and
      • report if they change address or location. 
    • Tell the applicant that if the Department cannot locate them, assistance is denied/canceled. See PM 01-02-00, PM 01-03-00.
  11. Confidentiality of Case Information
    •  Explain the policy about confidentiality of case records. See PM 01-01-04.
  12. Receipt of Out of State Assistance
    • Contact all other state assistance offices indicated by the customer to determine the effective date of cancellation and the exact amount of the assistance payment from another state. Document the contact in Case Comments in IES. See PM 03-22-00. 
  13. Rights and Responsibilities to Report Changes
    •  Explain the policy about the responsibility to report changes based on the reporting requirements for each program. See PM 01-02-02, PM 01-03-02.
  14. Use of Social Security Numbers
    • Explain the policy about use of SSNs. See PM 03-11-01.