Department of Human Services

Families First Online Policy Manual


Failure to Cooperate With Work Requirements




Table of Contents


Step 1: Receive an alert from the eligibility and case management system indicating non-compliance.


Step 2: Close the case within 3 business days of learning of the non-compliance.


Step 3: Issue a closure notice (adverse action notice). Note that the conciliation period and the 10-day adverse action period run simultaneously.


Step 4: Attempt to contact the client by phone, following closure.


Note: If the caseworker/client rep attempts a call and the line is busy, the caseworker/client rep must attempt another contact for each time the line is busy. If the line is out of order, then no further attempt to contact by telephone is necessary. In addition, if the client does not have a telephone, but a message number is listed, the caseworker/client rep will attempt to reach the participant at a contact number and leave a message.


If the client makes contact during the adverse action period and has verified good cause:


Step 5: Reopen the case.


Step 6: Refer the client back to the Families First work activity contractor.


If the client contacts during the adverse action period and does not have good cause, but wants to comply:


Step 5: Refer the client to the FF work activity contractor.


Step 6: Monitor 5-day compliance.


Step 7: Reopen the case, following compliance.


If the client contacts after the adverse action period, and wants to comply, the client must reapply and comply for 5 days before the case can be re-approved.


During the personal contact, attempt to:


        Establish whether there was good cause.


        Resolve barriers to compliance.


        Determine if the individual wishes to comply with the PRP.


Document the eligibility and case management system to explain:


        When the contact was made or attempted.


        What reason the individual gave for non-compliance.


        What actions were taken to resolve any barriers to participation that may have arisen.


The purpose of conciliation is to determine:


        The reason for non-compliance.


        If the individual is now exempt.


        If the individual has an inappropriate activity assignment.


        If the non-compliant individual wishes to comply.



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