MR #07.14: Automated Phone System Interview (PSI)

Summary:

Implementation of the Phone System Interview (PSI) is effective with notices produced after 06/25/07. The first schedule of notices is for Group 4 and they will be mailed 07/17/07.
Customers may call the PSI to complete a redetermination 24 hours a day, 7 days a week in English, Spanish voice and TTY.
Gives eligible EI REDE customers an alternative to the face-to-face interview.
Offers phone interview option to mail-in REDE customers.
Automated scripted phone interview questions customized to customer.
Customer receives completion number to confirm interview was finished.
Sends new central Notice of Incomplete Interview if customer fails to complete entire interview.
Registers completed applications to the appropriate caseload.
Determines needed verifications and sends notice to customer.
HSC and Managers view application and pending verifications in Caseworker Tools (CWT).
New EI REDE notices created to coincide with phone interview procedures.
Revises policy to eliminate the requirement for a face-to-face REDE for TANF.