016-06-90 Ark. Code R. § 67
SECTION: GENERAL PROVISIONS
SUBJECT: CASEWORKER RESPONSIBILITIES
Training will also be provided to States ,Agency outreach workers. Including hotline operators who prescreen provide other food stamp services to applicants or the public. this Training need not be as' comprehensive as that for certification f[GREATER THAN]ersonnel. It will, however. be in sufficient detail and held frequent'ly"'enough to ensure that the public has access to accurate information about the Food Stamp Program and that any prescreening conducted Is accurate.
Individuals who are not state employees but are knowledgeable of program eligibility rules and ' certification procedures and are actively involved in work or volunteer activity related to food stamp certification rules will also receive appropriate training.
241 Public Attendance at Training
Public attendance at formal certification training sessions conducted on a statewide or regional basis Is permitted. Public attendance at such sessions will be limited to five percent of the total attendance or five training slots, whichever number is smaller. Provisions for public attendance need not be provided at training sessions for fewer than twenty people. The role of publi c partici pants at trai ni ng sessions may be limited to observation only.
242 FNS Review
FNS will review the effectiveness of the training program based on information from the performance reporting system and other sources.
250 Hours of Operation
At least annually, the hours of operation of county food stamp offices will be reviewed to ensure that the needs of food stamp recipients who work are adequately met. Based on the results of the review, it may be necessary to change the hours that county food stamp offices are open In order to meet the needs of such recipients.
300 Caseworker Responsibilities
The Food Stamp Certification Manual Is provided as a general guide to the policies governing the Food Stamp Program. Because each case situation differs slightly, the case worker is expected to use "good judgement" in applying these policies. While "good judgement" is Impossible to define exactly, this section wll 1 provide some Information about how this Agency expects a caseworker to meet his responsibilities in providing prompt, accurate services to all food stamp applicants and recipients on a non-discrlmatory basis.
Since most households applying for food stamps have limited income and resources, the caseworker Is expected to consider the effect of his decisions upon individual households. For example, a caseworker knows that a household is in dire circumstances but that household does not meet the criteria for expedited services. While FSC 8501 states that household must be provided an opportunity to participate no later than 30 days following the date of application, a caseworker using "good judgement" would take all the actions required to certify that household as quickly as possible. This may mean making extra telephone calls to obtain required verification or prioritizing work to complete the required paperwork.
The caseworker Is also expected to make a conscious effort to base a decision upon his general knowledge as well as his knowledge of the Food Stamp Program. For example, a household reports that the economic head of the household has quit his most recent employment. FSC 3600 calls for sanctions to be applied when the economic head of household quits a job without good cause. The caseworker has general knowledge that the job site at which the household member was employed is hazardous. The caseworker would base any decision about good cause on his general knowledge as well as the statements provided by the employer and the household.
When the caseworker cannot reach a decision about a case action based upon the policy and his general knowledge, he wi 11 consult his supervisor. If the supervisor is not able to reach a decision based upon his general knowledge of the program, a policy interpretation will be sought through the county's established chain of command.
310 Specific Responsibilities
Each caseworker has specific responsibilities while working in the Food Stamp Program and is held accountable for carrying out these responsibilities In a timely, accurate. courteous, and non-discriminatory manner. Each responsibility is discussed below.
311 Maintenance of the Food Stamp Certification Manual
Each new caseworker Is Issued a Food Stamp Certification Manual. That caseworker is responsible for adding new policy as issued and deleting old policy. Instructions for adding and deleting policy Is provided with each policy Issuance. A checklist of current manual material is provided twice per year,
312 Using the Food Stamp Certification Manual
The caseworker will use the Food Stamp Certification (FSC) Manual to determine the correct policy, procedures and timeliness standards applicable to the case action being completed. Tables of Contents, pages headers and a topical index are provided to assist the caseworker In finding the correct information.
Information regarding the food stamp automated system, FACTS, may be found in the Economic and Medical Services User Manual (EMSUM). References to EMSUM will be found throughout the FSC Manual.
When a specific situation Is not addressed in the FSC Manual or the EMSUM, the caseworker is responsible for making a reasonable decision based upon his general knowledge of the Food Stamp Program or for obtaining a policy interpretation through the county's established chain of command. All such situations must be documented in accordance with the provisions in FSC 314.
016.06.90 Ark. Code R. § 067