PM 03-13-06: Case Management Contacts

WAG 03-13-06

new textA TANF case management contact (CMC) is used to monitor activity participation compliance, as well as to review ongoing appropriateness of activities assigned on the RSP. Such contacts are essential in moving the TANF client toward permanent self-sufficiency.

Both the minimum frequency and manner of case management contacts vary, depending on individual case circumstances. 

Responding to a request for a case management contact is an activity compliance requirement for an active client. For the penalties for refusal or failure to comply, see PM 03-13-04.  

If the contact method/frequency is regular and predictable, it may be included on the RSP. Otherwise, mail a notice requesting contact. Any time the purpose of a TANF case management contact can be achieved, consider it to be completed and do not require a separate contact.

See PM 02-09-00 for RSP development.


A case management contact can be either face-to-face or by phone. A face-to-face contact may be needed when:

  • it is necessary to obtain documentation of the client's hours of participation; or
  • the client is struggling to comply with the participation requirement; or
  • circumstances indicate that a review or new assessment is necessary.

When the purpose of the case management contact can be achieved with a phone call, a face-to-face visit is not required. Document the date of the case management contact, the purpose, and the outcome.


Frequencies listed are the minimum required. More frequent contact may be requested by either the FCRC or the client.

Work-eligible adult -
employment meets participation target
every 6 months
  • verify continuing hours of employment;
Work-eligible adult -
employment does not meet participation target
  • obtain necessary documentation of hours of participation in a countable activity;
  • review weekly attendance records to assess compliance with activity;
  • encourage and reinforce client participation and expectations;
  • address or discuss any potential employment barriers.
Teen parent attending high school/GED Monthly
  • review weekly attendance records;
  • review grades to assess satisfactory progress;
  • determine if referrals to medical or social service providers are needed.
Adult caring for child under age 1

2 months before youngest child turns age 1.

May be more frequent at FCRC discretion when Support activities directly impact the family's well being.

  • address or discuss any potential employment barriers;
  • reminder that cash assistance is temporary;
  • encourage voluntary Countable activities;
  • give client time to obtain child care by the time exemption ends.
Approved medical or family care barrier

Minimum - 2 months before CAU review date.

More frequent at FCRC discretion when Support activities directly impact the family's well being, or address a plan to overcome the barrier.

  • obtain verification of ongoing treatment when required by individual plan;
  • determine if family situation has changed, or if client wishes to continue barrier;
  • request medical documentation for a CAU determination if client wishes to continue barrier;
  • determine if referrals to medical or social service providers are needed.
Receives SSA based on individual's own disability At time of TANF eligibility redetermination. See PM 19-02-01.
  • verify continuing receipt of SSA disability;
  • determine if referrals to medical or social service providers are needed.
Caring for child approved for Medically Fragile Technology Dependent (MFTD) waiver At time of TANF eligibility redetermination.
See PM 19-02-01.
  • verify child continues to be approved for MFTD waiver;
  • determine if referrals to medical or social service providers are needed.
Adult age 60 or older At time of TANF eligibility redetermination.
See PM 19-02-01.
  • determine if referrals to medical or social service providers are needed.
Approved Family Violence Exclusion

At minimum, at review of exclusion.

The multi-disciplinary staffing (MDS) team may establish a more frequent contact schedule.

See PM 03-13-02-e


The Family Assessment and the RSP are working documents. At each contact with the client, reassess the family's situation. New or additional supportive services may be provided, if needed, to help the family.

Review the client's plan and revise, if necessary:

  • before assignment to, or upon completion of, an activity;
  • if the client shows a lack of effort in an activity, or fails to make sufficient progress in an education and training program;
  • upon the request of the client;
  • upon completion of an academic term;
  • upon referral from the Department of Employment Security (DES), other agencies, or community groups; and
  • at any time deemed appropriate under the Responsibility and Services Plan.

Continue to involve the client in identifying:

  • new barriers,
  • established barriers that may have been missed earlier, and
  • new referrals or connections which may help the client.

As needed, provide new or additional supportive services to help the family reach their goals.

Maintain communication with providers who are working with the family. This helps to make sure the client's efforts toward maximum independence continue as efficiently as possible.

Stress the temporary nature of TANF and the client's personal responsibility for achieving maximum independence. Point out the consequences of refusing to cooperate (i.e., cancellation of cash benefits) and failing to follow through with the requirements of their RSP (i.e., sanction).

Set time frames for the completion of new or revised steps and identify who is responsible for completing each of them. Identify resources the client has and issues that present barriers.

When an RSP is revised, have the client initial and date the part of the RSP that is revised. Each time revisions are made, give the applicant a copy of the revised part of the RSP.

Final approval of the RSP rests with the DHS. Give the client a copy of the Responsibility and Services Plan each time it is revised.

Alcohol/Substance Abuse

Screen for a potential alcohol or substance abuse problem whenever staff suspect the client may have a problem.

Include the referral in the client's RSP Connect the client with alcohol or substance abuse treatment services. The client must sign the Consent for Disclosure statement on the back of the referral form to allow the treatment provider or HMO to respond regarding the client's need for treatment.

Learning Needs Screening

Complete a Learning Needs Screening at a case management contact when indicated. Do not wait until the intensive case review at 24 or 36 months if poor competency in reading, writing, speaking or math is preventing the individual from progressing.