PM 02-01-00: Overview of DHS Service Delivery Process

WAG 02-01-00.

To better serve our clients, it is important that we understand their present situation. This helps us work with them to plan for their future. It also allows us to link them to service provider(s), inside or outside of DHS, that can help them. In the Service Delivery Process, this is achieved through completion of a Family Assessment.

A Family Assessment is required for:

  • all applicants for TANF, except for child-only cases; and
  • a FamilyCare/All Kids Assist case which requests a SWAP to TANF.

A Family Assessment must be offered, but is not required, for the following cases:

  • TANF Child-Only,
  • AABD,
  • text deleted
  • medical only, and/or
  • SNAP benefits only.

Do not delay an application for AABD, text deletedmedical, TANF Child-Only and/or SNAP benefits only, by requiring an applicant to complete a Family Assessment.

If the applicant says they only want medical and/or SNAP benefits, or if the case is a TANF Child-Only case and the applicant does not want to complete an assessment, do not complete a Family Assessment.

When a person first requests benefits, they usually go through Intake. The Family Community Resource Center Intake Unit carries out the service delivery process for a request made by a person for benefits provided through the Department of Human Services (DHS). A person requesting to be added to an existing cash, medical, or SNAP unit is handled in service coordination.

There are time limits for how long DHS can take to make a decision. But applications are not denied just to meet timeframes.

Chapter 02 of the Policy Manual deals with cases handled by Intake. See Chapter 18 of the Policy Manual for policy about changes to existing benefit units; such as, adding a person to an existing benefit unit; approving a person for SNAP benefits when they already receive cash or medical; and changing a person from Cash to Medical or Medical to Cash. See Chapter 19 for policy about starting benefits again for someone whose case was canceled by mistake.

The Service Delivery Process for TANF Cases Which Contain an Adult

The service delivery process for TANF cases which contain an adult includes:

  • an assessment of the family's situation;
  • a determination of eligibility for DHS and HFS services (e.g., SNAP benefits, medical);
  • appropriate referral to service providers, both in and out of DHS, who can support the family's efforts to achieve and maintain independence;
  • the design of a Responsibility and Services Plan (RSP) the applicant/client must follow that will lead them and their family to maximum independence;
  • follow-up at Service Coordination.

NOTE: Do not complete an RSP until an assessment has been completed.

Inform a TANF applicant that if they do not wish to be assessed or to cooperate in completing or following through with an RSP, they may still continue their application for other assistance benefits.

The Service Delivery Process for TANF Child-Only Cases and All Other Categories of Assistance

The service delivery process for these applications/cases must include:

  • the offer of an assessment that the client may decline;
  • a determination of eligibility for cash, medical, and/or SNAP benefits; and
  • follow-up at Service Coordination.

The service delivery process may include:

  • an assessment of the family's situation; and
  • appropriate referral to service providers, both in and out of DHS, who can support the client.

Components of the Service Delivery Process

The service delivery process occurs during:

  • Coordinated Intake and
  • Service Coordination.