Senior SNAP Online Phase I Supervisor Orientation Guide · Activities to be completed prior to...

1 Senior SNAP Orientation, Training, and Field Practice Guide

Senior SNAP

Eligibility Specialists

Orientation, Training and

Field Practice Guide

Supervisor Guide


Table of Contents Introduction to Orientation, Training and Field Practice Guide for

Supervisors ............................................................................................................ 3

Introduction to Orientation, Training and Field Practice Guide

for Eligibility Specialists ....................................................................................... 5

Orientation, Training and Field Practice Overview ................................................. 8

Training Begins Today! ............................................................................................ 9

Tips for Working with New Employees ................................................................ 10

Activities to be completed during Orientation .................................................... 13

Preparations for WEBEX Live Question & Answer Sessions: .......................... 15

Activities to be completed during Senior SNAP Phase I Training ................... 16

STANDARDS, EXPECTATIONS AND ATTENDANCE POLICY ........................... 19

Training Information ............................................................................................... 23

Responsibility in Reporting Child Abuse or Neglect ......................................... 24

Adult Protective Services ....................................................................................... 25

Common Food Stamp Acronyms and Definitions – Answer Key ..................... 26

Senior SNAP Phase I Online Training Outline..................................................... 27


Introduction to Orientation, Training and Field Practice Guide for

Supervisors

This booklet is your guide to assisting your new employees prior to them

attending training as well as helping them make the transition to the work after they return. The instructions and suggestions are intended to help with the transfer of learning. This Supervisor Guide has instructions for you as well as the

information that is included in the employee’s Participant Guide. Please read the guide in its entirety prior to assisting your employee with any of the activities.

A minimum of one to two days is required for completion of the Orientation portion. Please note that the Orientation portion of the activities are divided into activities that must be completed prior to attending training and activities to be

completed if there is time. It is important that the required activities be completed for the employee to have a successful training experience. There is a checklist that must be completed by you and given to the employee to take to the Phase II

Georgia Gateway Instructor Lead training. You may choose to assign one or more of the new employee’s co-workers to give

guidance with the completion of the Orientation activities. This will help them feel supported by you and their team throughout the training process. If the employee is not able to complete each activity on its scheduled date due to logistics and

activity availability, please make a note of this on the checklist. Prior to and during the completion of the Senior SNAP Phase I Online Policy

training, the employee will complete activities in the Field Practice portion of this guide. See Training Begins Today! for the activities to be completed during this time.

You will need to inform the employee when activities are to be completed and track their completion. Education and Training Services will provide reminders and monitor completion of these modules.

This guide contains a list of activities the employee is expected to complete and

a resource section with materials that they are to read prior to attending policy

online training. The activities are organized in checklist format. This checklist

must be brought to classroom training to verify their completion of all

activities.

Included in this guide is a Sample Field Practice Activity Detail listing the suggested activities for the Field Practice. These activities can be completed depending on availability of time and need


In partnership with Education and Training Services we will work together to successfully develop a well-trained employee. In addition to learning policy and procedures during formal training, the support and coaching you provide your new

employee upon return to the county will insure their continued development. This component is critical for “transfer of learning”, the ability for the employee to take what they learned in training and apply it to the real work.

A supported employee has greater retention which is a benefit for your unit and the agency. Suggestions and tips for working with your new employee and found

on the page entitled Tips for Working With New Employees.


Introduction to Orientation, Training and Field Practice Guide for Eligibility Specialists

We are excited that you have decided to join the team of Family Independence Eligibility Specialists at the Department of Family and Children Services (DFCS). You will be joining a team of professionals that are dedicated to helping Georgia families achieve healthy, independent, and self-sufficient lives.

This booklet is your guide to orientation/training and will be important to your job as an Eligibility Specialist with DFCS. The purpose of this guide is to help you

become familiar with some basic information about the Department of Family and Children Services and Food Stamps. A minimum of one to two days is required for completion of this orientation.

As a new Eligibility Specialist, you will be expected to complete the 1 – 2 day orientation, successfully complete the Phase I online policy training and

successfully complete the Phase II Georgia Gateway classroom training. At the conclusion of Phase II you will return to the county office as a Senior SNAP Eligibility Specialist completing Senior SNAP and Q-Track Medicaid cases.

Training Begins Now! This guide contains a list of activities you are expected to complete and a resource section with materials that you are to read prior to

attending online policy training. The activities are organized in checklist format. This checklist must be brought to classroom training to verify your

completion of all activities. Your supervisor/training coordinator may assign one or more of your co-workers

to give you guidance with the completion of the orientation activities. You may not be able to complete each activity on its scheduled date due to logistics and activity availability. Your supervisor or training coordinator will coordinate these

changes for you. If you experience any problems or have questions, discuss the situation with your supervisor.

Upon completion of the Online Policy and Instructor Led Georgia Gateway

training, your field practice will begin. There are some specific activities in which you will take part. Again, your supervisor will inform of the activities to be completed by you and track your progress.


Orientation, Training and Field Practice

Overview

Activities Prior to SENIOR SNAP

Phase I Training

SENIOR SNAP

Phase I Training

SENIOR SNAP

Phase II Training

1 Month in the County Office

Orientation Activities

1 to 2 days

Online Training

10 days

Georgia GATEWAY

Classroom Training

12 days

Begin Field Program

Guide (FPG)

Activities


Training Begins Today!

Orientation

Completion of a 1 – 2 day in-county Orientation to provide a basic understanding of DFCS and your new role as an Eligibility Specialist. The Orientation activities are divided into “must complete” activities prior to online training and “complete if

you have time” activities.

Senior SNAP Phase I

Completion of a 10 – day Phase I online training in Senior SNAP and Q-Track

Medicaid program policy.

Senior SNAP Phase II

Completion of an 12 day Phase II Instructor Led Training in GEORGIA

GATEWAY procedures for the Senior SNAP and Q-Track Medicaid programs. Remember to bring the Orientation and Training Checklist with the required supervisor signature to class.


Tips for Working with New Employees Developmental Coaching

Using developmental coaching with a new employee is one of several keys to successful employee retention. Most skills needed by Eligibility Specialists can be introduced in training but are actually learned and reinforced on the job

through application and coaching. Positive developmental coaching builds strong, confident workers who can work independently.

Coaching Approach Mindset

People have the resources to solve many of the challenges they face. The role of the coach is not to “fix” people but to support them in accessing the resources they

already have. Affirming what your new employee is doing well is key. Providing a space for listening and reflection IN AND OF ITSELF is beneficial to

the learning and development of others. The new employee knows that part of your role as Supervisor is to give

developmental feedback and that you would like feedback from him/her in return; such as “How can I better support you?” The new employee also knows you will hold them accountable for meeting the expectations of their role.

Giving Feedback

The most effective coaching uses a balance of positive feedback to critically constructive feedback at a 4 to 1 ratio. The intent of feedback is always to help

people be more successful. When giving feedback always begin and end with strengths – what the person

specifically does well that will help them master the new or different application you may be suggesting. This is also known as the sandwich technique – start with a positive, give the suggestion for change and end with a positive.

Also, use questions whenever possible to get the employee’s thoughts and feedback. Instead of asking “Did you complete the online course”, you may want

to frame it in one of the following ways: “When you completed the online course, what was the most confusing part?”

“How did you figure it out?”

“What went well?”

“What might you do differently next time?”


By using open ended questions you move in a supervisory stance from one of monitoring compliance to one of coaching the new employee into becoming a

strong and competent worker. When you give feedback you want to be sure it is heard. You might make the offer

to give feedback, such as: “I have some feedback for you about that. Are you open to hearing it right now?”

If the answer is “No,” respect that and ask when would a better time to talk about it.

Be specific in your feedback. Point out something they did – an action or behavior – rather than what they “are”. Also have and discuss an action plan – is there

anything they can do to change in the future.

Development Coaching versus Remedial Coaching John Whitmore describes developmental coaching as:

“Unlocking a person’s potential to maximize their own performance. It is helping

them to learn rather than teaching them. In contrast, remedial coaching is reserved for individuals who have a competency

deficit that developmental coaching has failed to address. While remedial coaching certainly has its place, developmental coaching supports and encourages employee growth.


Orientation

and

Training

Activities


Activities to be completed during Orientation

Instructions: Below is a list of activities that a new Eligibility Specialist will

need to complete prior to attending Policy Online training. As you complete each activity, have your supervisor, training coordinator or mentor initial in the box marked “Sign-Off Here”. Once each activity is complete, you will be ready

to receive the final portion of training.

Activities to be completed prior to beginning Phase I Senior SNAP Policy Online Training:

Sign-Off

Here

Day One Activities – mandatory activities that must be

completed prior to training

Meet the assigned Supervisor, Mentor, and or Training Coordinator if applicable.

Review Supervisor’s expectations regarding general office operations:

Work hours/FLSA Time Sheets in office

Annual/Sick Leave Procedures

Telephone Procedures

Review Supervisor’s expectations regarding training operations:

Work hours/FSLA Time Sheets while away training

Travel reimbursements for training

DFCS Classroom Standards, Expectations and Attendance

Policy (see page)

DFCS Training Information (see page)

Complete forms to apply for a GEORGIA GATEWAY User ID.

Complete requests for SOG IDs and passwords.

Discuss this Orientation Training and Field Practice Guide with your

supervisor, mentor, and or training coordinator.

Discuss training location, length, and expectations. Register for the online Senior SNAP online Phase I policy course.

Discuss training score requirements: 80% minimum for each course for successful training completion.

Use the IOTIS website: www.gadfcs.org/password to obtain an online training USER ID and PASSWORD.

Complete the Online Orientation using IOTIS training www.gadfcs.org/training. Enter your User ID and Password, complete the Introductory Courses:

• How to Use the Training • Orientation to DHS • Roadmap to Online Training


Sign-Off

Here

Day Two Activities – complete if you have additional time (these

activities may be done during or after the Phase I online training

Observe a veteran Food Stamp worker (or more than one) as s/he completes daily tasks

Spend time observing the waiting area, front lobby area, front lobby

computer area in your office. Check out information area with

mandatory forms and informational posters

Review with Performance Management Plan (PMP) with emphasis on the areas about customer service and teamwork.

View the “Americans with Disabilities Act”, “Title VI”, and “HIPAA” video. This is a requirement that is managed by the County Administrator/Regional Manager.

Discuss the Orientation and Training Packet with your supervisor, mentor, and or training coordinator.

Complete the “Americans With Disabilities Act” online module.

Review the information in your Resource section about how to make Child Protective Services and Adult Protective Services referrals.

Log on to ODIS at www.odis.dhs.ga.gov and review the procedure for locating Food Stamp/Senior SNAP/Q-Track Medicaid policy.

On ODIS in the Food Stamp policy section use Appendix E Glossary to complete the “Common Food Stamp Acronyms and Definitions” in

the Resource section.


Preparations for WEBEX Live Question & Answer Sessions:

Click the link from the email invitation to your session

Enter your name and email address

The Training Center is ready when the Audio Conference box

comes up. 1. The sound for the session is teleconference.

2. Use the pull down menu to choose “Call Me”; then follow the instructions on the screen.

3. If you do not know the phone number of the telephone you

are using, you may also choose “I Will Call In” from the drop down menu.

4. You will be asked to dial the session number and attendee

ID information listed in this box.

Your WebEx and Athens Tech Instructor will join you at the

designated start time of the session.


Activities to be completed during Senior

SNAP Phase I Training

Instructions: Below is a list of activities that a new Eligibility Specialist will

need to complete during Policy Online training. As you complete each activity, you may or have your supervisor, training coordinator or mentor initial in the

box marked “Sign-Off Here”. Follow along with the daily schedule to pace yourself.

Sign-Off Here Daily Schedule of Activities

During Non-

Financial

Course

Observe interviews in your county. Particularly note how identity,

residency, and citizenship is verified in each situation. Note who is

in the home and whether everyone is included in the Food Stamp

and/or Senior SNAP assistance unit.

Ask someone in your county to show you how the SAVE system is

accessed and used. The procedures for the SAVE system vary from

county to county. You’ll be asked to discuss your findings in your

WebEx review session.

During

Financial

Eligibility

Course

Observe interviews in your county. Particularly note the types of

income commonly reported and how each is verified.

Note how the Clearinghouse screens appear during the interview

or renewal process in Georgia GATEWAY.

Ask someone in your county to show you how to access and use the information found on "The Work Number".

During

Financial

Calculation

Course

Observe interviews in your county. In your observations this time,

pay close attention to how income and deduction information is

entered in the Georgia GATEWAY system.

Ask someone in your county to show you Eligibility budget screens in Georgia GATEWAY and explain how the information entered

shows up on the budget.

During

Standard

Application

Course

Observe interviews in your county. Note specifically the skills used

by the case manager as she gathers the necessary information to

complete the case action.

Ask someone to show you how to send the verification checklist when

additional documentation is needed to complete the case

action.


During

Expedited

Applications

Course

Observe county staff completing expedited initial applications.

Note how deadlines are carefully adhered to in order to ensure timely processing of applications.

During

Renewals

Course

Observe both standard and alternate renewals. Note how data

matches, previous case record documentation, and telephone calls are used to complete the verification requirements for renewals.

Ask someone to review with you how renewals are scheduled and assigned in your region. Observe ABD Q-Track Medicaid application and/or renewal processing. Note how data matched, case record documentation, and telephone call are used to complete the verification requirements.

One Month Return to the County

Complete online modules Hearings and view the Expedites video.

Recommended Activity - Observe 5 interviews

- Complete Senior SNAP applications - Complete Senior SNAP renewals

- Observe retrieving documents from UCM


Resource

Section


EDUCATION AND TRAINING SERVICES SECTION

DIVISION OF FAMILY AND CHILDREN SERVICES

TRAINING PROGRAMS

STANDARDS, EXPECTATIONS AND ATTENDANCE

POLICY As professional employees with the Department of Human Services (DHS), Division of

Family and Children Services (DFCS), all participants in any DFCS training programs must

abide by the DHS Standards of Conduct, which set forth acceptable and unacceptable

conduct toward peers, supervisors, managers, and clients. Participants are encouraged to

review the DHS Standards of Conduct found at:

http://dhs.georgia.gov/office-human-resource-management-development

The standards and expectations for the professional behavior of participants are as follows:

When Division employees are in training, their conduct must reflect their commitment and

service to DHS and DFCS. Time spent in the training course and infield practice is a

normal workday.

Trainers serve in a supervisory role during training. Responding to the trainer in

accordance with the DHS Standards of Conduct is standard operating procedure.

Participants are expected to complete assessments that cover material presented in the

training course.

Participants are expected to behave in a respectful manner. Examples of behaviors that are

unacceptable and will not be tolerated include the following:

inattentiveness during training as exhibited by holding side conversations,

conducting personal business, reading outside material or sleeping

personal attacks, use of offensive language, argumentativeness, or excessive talking

use of the Internet for reasons other than training activities

eating food while in the computer lab

use of cell phones and cameras during training. All such devices must be turned off

during class and replies to calls must be made during official breaks.

Engaging in these behaviors or in any behavior deemed disruptive or inappropriate by the

trainer may result in an immediate conference with the trainer, notification to the

participant’s immediate supervisor, administrator or director, or expulsion from class. The

trainer will confer with the appropriate authority prior to expelling a participant from

training.



Participants are expected to dress in accordance with Personal Appearance During Work

Hours

Dress Code Guidelines

The Department of Human Services (DHS) maintains the policy of providing a business-

appropriate and professional image that is reflected in the dress of its employees. DHS

desires to project a professional image to agency clients, while allowing employees to be

comfortable in the workplace. DHS provides a dress code that does not discriminate

against an individual on the basis of race, sex, age, genetic information, religion, sexual

orientation, national origin, and disability. Employees should familiarize themselves with

this policy and ask their immediate supervisor if they have more specific questions

regarding what is, and is not, permitted.

Effective January 1, 2015, the Department will implement guidelines for dress in the

workplace. Three categories of dress: Business Professional; Business Casual; and

Environmental Attire will be the standard of dress required Monday through Friday.

General Guidelines for Standard of Dress and Personal Appearance During Work

Hours

Employees are expected to be clean and neat in appearance at all times DURING WORK

HOURS. As representatives of the State, employees should present a businesslike,

professional image. Employees working in certain positions and/or while performing

specific functions may be required to meet alternate dress standards or wear a uniform.

Policies may be developed by DHS organizational units as necessary or appropriate to

accommodate alternate dress standards. Significant departures from approved dress code

standards as outlined herein are not permitted.

Business Professional – Business Professional attire is the official standard of dress that is

expected of employees working in an office setting, attending meetings, or conducting

business for DHS. Appropriate clothing includes:

a) Men: Suits, or sports coats, ties, white or colored dress shirts, and slacks.

b) Women: Suits, dresses, pant suits with white or colored blouses. Only solid colored

blouses or tops are allowed in the courtroom.

Business Casual –Business Casual attire is acceptable dress for working in an office

setting, attending meetings, or conducting business for DHS in a less formal setting. If

lettered or illustrated attire is worn, it should not promote a particular political, moral,

religious, or personal opinion. Attire which is obscene, vulgar, offensive, or inflammatory

is prohibited. Employees whose work does not fall into Business Professional or who are

not currently engaged in Business Professional activities or Environmental attire may wear

Business Casual attire.

Environmental Attire – Employees who work in the community or participate in non-office

work activities should also present a professional appearance, especially when dealing

with the public. Due to the nature of the work or activity, and subject to supervisory

approval, employees may wear clothing appropriate for the environment of work or

activities in which they are engaged.


Court Attire - Business Professional attire is preferred for any appearance in court,

whether as a participant in a case, a witness or an observer. This not only helps maintain

decorum, but shows respect for our state laws and courts. Environmental attire is

prohibited for wear in any courtroom by DHS employees.

Casual Day - Casual dress is considered a more relaxed form of business dress, while still

remaining professional. Casual days will be allowed periodically as announced by the

agency, division, or office approving authority or designee.

Employees may be required to change inappropriate dress or instructed not to wear the

same or similar clothing in the future. Employees who do not comply with established

dress code standards may be subject to disciplinary action, up to and including separation.

Participants are encouraged to review the DHS Employees Handbook at:


When using the Employee Handbook staff should refer to the Administrative Policy manual

for specific policy and procedures.

In addition to adhering to the Standards, Expectations, and Attendance Policy the following

attendance policies apply to all staff while engaged in any training:

Participants are expected to arrive on time and adhere to the time allotted for breaks and

lunch. If an emergency arises that warrants arriving late or leaving early, the participant

must address the emergency with the trainer in concert with approval from the supervisor.

Annual leave should not be requested and cannot be approved during a training course. Any

exceptions must be discussed with the appropriate authority prior to training. The only

acceptable excuses for being absent from training are the following:

Sick leave (e.g. emergency illness or medical appointments for acute illnesses). In the case

of sick leave, participants must notify their immediate supervisor in the county office as

soon as possible to report their absence from training.

OR

Court leave (e.g. subpoena to court, unexcused jury duty). In the case of court leave,

participants must obtain prior approval from their immediate supervisor in the county office

as soon as possible in order to be absent from training.

The county supervisor or administrator is the only employee who can approve a

participant’s leave request. For Centralized Hire participants, the administrative supervisor

is the only employee authorized to approve a participant’s leave request. The

trainer/facilitator will NOT approve any leave.

The county supervisor must notify the appropriate authority as soon as possible that a

participant will be absent from training due to sick or court leave. The appropriate

authority will notify the trainer of the absence.



Participants absent from training due to approved sick or court leave may be required to

make up all or part of the course depending on the length of the absence and the length of

the course. This may affect time frames for their completion of training. The appropriate

authority will determine with the trainer whether a participant will continue a course, after

consultation with the participant’s supervisor.

For the purposes of determining expulsion from a course, notification regarding leave or

continuation in a course, the appropriate contact via an e-mail is:

For attendance at any Office of Family Independence training e-mail:

[email protected]

For attendance at any Social Services training e-mail: [email protected]

I ________________________________ have read and understand the Standards,

Expectations and Attendance Policy for DFCS training programs.

mailto:[email protected]

mailto:[email protected]


Training Information

TRAINING SCHEDULE:

Training will typically begin at 9:00 a.m. and end at 4:00 p.m., with one hour for lunch and will include

both morning and afternoon breaks. In addition to class time, the trainers are also available for one hour before and after class to answer questions. If

multiple people need assistance, they will need to make an appointment with the trainer.

INCLEMENT WEATHER:

In case of inclement weather, the decision of whether to hold training will normally be based on

the facility where we are training.

If the weather is inclement in your area, please let your county and the trainer know that you will be absent.

FLSA TIME SHEETS:

During training, the trainer will NOT sign your time sheets. Your county should have instructed you on completion. Please make sure you annotate all

absences from training on your time sheet. Completion of modules are monitored.

MATERIALS: During training, you will need the following materials:

Pens Note pads Calculator

Highlighter OFI Policy Manual via ODIS

EXAMS:

The exams will be administered in three segments. Each exam includes Senior SNAP and Adult Medicaid policy knowledge. A numeric grade is

assigned for each exam and average for the final score. 80% must be obtained and counts as 5% of your overall score Phase II Exams.

Exams are open-book.

EVALUATION/UNSATISFACTORY

PERFORMANCE

Your scores will be available to view by accessing your IOTIS transcript at the end of the training session. The final evaluation will be sent to the

Regional Manager at the end of training. The Regional Manager will endure that information is shared with your immediate supervisor.


Responsibility in Reporting Child Abuse or Neglect

ALL DFCS EMPLOYEES ARE REQUIRED BY LAW

TO REPORT CHILD MALTREATMENT OR SUSPECTED ABUSE.

Even though your contact with a family may be limited to short office visits and

telephone calls, you could observe or receive information that warrants a referral to child protective services.

ANY SUSPECTED ABUSE OR NEGLECT MUST BE REPORTED. Your responsibility will be to report anything that you suspect is abuse. This

includes but is not limited to the following: o Observing physical signs (ex., bruises, black eye) on a child during an

interview.

o Observing abusive action during the interview o Someone discloses information during the interview o Someone discloses information during a telephone call

IF IN DOUBT, REPORT – ALWAYS ERR ON THE SIDE OF THE CHILD

CPS intake workers will screen all reports and determine whether to assign for investigation.

ALL REPORTS SHOULD BE MADE VIA TELEPHONE CALL AND FOLLOWED

UP IN WRITING AS SOON AS POSSIBLE

If someone tells you of abuse during the interview or in a telephone call, connect them with the CPS intake unit at that time if possible. It is always best for the CPS

worker to talk with the person who has the most knowledge. If you suspect the abuse, you need to call CPS. Always follow up in either situation with a Form 713 and route to CPS intake in your county. Keep a copy of the Form 713 for your

record. If the child who is reported as being abused lives in another county, your CPS intake staff will follow up with notifying the correct county.

INCLUDE AS MUCH INFORMATION AS POSSIBLE IN THE REFERRAL

o Child’s name, age and address (and current location, if different from address)

o Parent’s name, address and telephone number o Reason for the referral (observation or information disclosed) o Reporter’s name, address, telephone number and relationship to the

problem

IF SOMEONE ELSE DISCLOSES THE INFORMATION THAT WARRANTS THE

REFERRAL, THEY DO HAVE THE RIGHT TO REMAIN ANONYMOUS.


Adult Protective Services All DFCS employees are required by law to report abuse, neglect, or exploitation of disabled adults or elderly persons.

Calls that are Emergency Situations should be directed to contact 911.

Reports of abuse, neglect, or exploitation of disabled adults or elder persons (who

are NOT residents of nursing homes or personal care homes) should be directed to the Adult Protective Services (APS) Central Intake Unit of the Georgia Department of Human Resources, Division of Aging Services.

APS Central Intake Unit Contact Information:

Toll-Free: (888) 774-0152 Within Metro Atlanta local calling area: (404) 657-5250 Call toll-free: 1-866-55AGING (1-866-552-4464) - Press “3”

Reports of abuse, neglect, or exploitation of disabled adults or elder persons who live in a nursing home or personal care home should be directed to the

Georgia Department of Human Resources, Office of Regulatory Services, or

Long Term Care Ombudsman Program.

Office of Regulatory Services Intake Contact Information:

Toll-Free: (800) 878-6442 Within Metro Atlanta local calling area: 404-657-5728 Submit a report online at http://aging.dhs.georgia.gov/adult-

protective-services

Long Term Care Ombudsman Program Contact Information:

Toll-Free: (888) 454-5826

Contact Information:

Division of Aging Services

Two Peachtree Street, NW Suite 9385

Atlanta, Georgia 30303-3142

Phone: 404.657.5258 Fax: 404.657.5285

http://aging.dhs.georgia.gov/adult-protective-services

http://aging.dhs.georgia.gov/adult-protective-services


Common Food Stamp Acronyms and

Definitions – Answer Key

Instructions: Using the Glossary in the online policy at www.odis.dhs.ga.gov find

the word and definition that matches the acronym listed.

A/R – Applicant/Recipient of public assistance programs

AU – Assistance Unit

COLA – Cost of Living Adjustment

CSE – Office of Child Support Enforcement

DCH – Georgia Department of Community Health

DOL – Georgia Department of Labor

E&T – Employment and Training (SNAPWorks program)

FPL – Federal Poverty Level

FSP – Food Stamp Program

HIPPAA – Health Insurance Portability and Accountability Act

MAO – Medical Assistance Only

OFI – Office of Family Independence

POE – Period of Eligibility

QA – Quality Assurance

QC – Quality Control

QMB – Qualified Medicare Beneficiaries

SOP – Standard of Promptness

SSA – Social Security Administration

TANF – Temporary Assistance to Needy Families

http://www.odis.dhs.ga.gov/

27 Senior SNAP Orientation,

Training, and Field Practice Guide

Senior SNAP Phase I Online Training Outline Online Courses Modules Activities Printed Material

Day 1

Trainee WebEx Orientation

Intro Modules

General

Knowledge Course

How to use the Training Orientation to DHS Road Map to Online Learning Welcome Why is FS important? Introduction to Food Stamps Requesting Verification Instructor Interaction

Complete any activities from your Field Practice Guide that you did not have time to complete before training started.

Ask your supervisor to help you identify staff to observe during the course of your online training.

Blank Form 297 Blank Form 297A Form 47, The FS Program in Georgia Blank Form 298

Day 2

Non-Financial Eligibility

Welcome Basic Eligibility Overview of Citizenship and Alien Policy Definition of an Basic Assistance Unit Definition of a Senior SNAP assistance Unit Who must be excluded from an AU AUs—Examples and Exercises

Observe interviews in your county. Particularly note how identity, residency, and citizenship is verified in each situation. Note who is in the home and whether everyone is included in the Food Stamp assistance and/or Senior SNAP assistance unit.

Ask someone in your county to show you how the SAVE system is accessed and used. The procedures for the SAVE system vary from county to county. You’ll be asked to discuss your findings in your WebEx review session.

Verification of Identity Verification of Residency Verification of Citizenship



Online Courses Modules Activities Printed Material

Day 3

Financial

Eligibility

WebEx Review Session

Welcome Categorical Eligibility Income Clearinghouse DOL Clearinghouse SSA Income Verification SNAP Works Instructor Interaction

Observe interviews in your

county. Particularly note the

types of income commonly

reported and how each is

verified.

Note how the Clearinghouse

screens appear during the

interview or renewal process

on Georgia Gateway.

Ask someone in your county

to show you how to access

and use the information

found on "The Work

Number".

Verification of Income

Day 4

Financial Calculations

WebEx Review

Prepare for Exam I

Welcome Representative Income Converting Income Shelter Deductions Other Deductions Medical Deductions Instructor Interaction

Observe interviews in your county. In your observations this time, pay close attention to how income and deduction information is entered in the Georgia Gateway system.

Ask someone in your county to show you Eligibility budget screens in Georgia Gateway and explain how the information entered shows up on the budget.

Allowable Deductions for Housing Expenses Housing Expenses that Cannot Be Deducted



Online Courses Modules Activities Printed Material Day 5

Exam I

Standard

Application Processing

Policy Exam I - FS Welcome Interviewing Verification Standard of Promptness Period of Eligibility & Notification

Observe interviews in your county. Note specifically the skills used by the case manager as she gathers the necessary information to complete the case action.

Ask someone to show you how to send the verification checklist when additional documentation is needed to complete the case action.

No printed material

Day 6

Expedited

Application Processing

Welcome Eligibility for Expedited Processing Interviewing Verification Standard of Promptness Period of Eligibility & Notification Instructor Interaction

Observe county staff completing expedited initial applications. Note how deadlines are carefully adhered to in order to ensure timely processing of applications.

No printed material



Online Courses

Modules Activities Printed Material

Day 7

Renewals

ABD Medicaid-Q Track

Welcome Definitions/Renewal Types Interviewing Verification Standard of Promptness Period of Eligibility & Notification Welcome General Knowledge Non-Financial Eligibility Financial Eligibility

Observe both standard and alternate renewals. Note how data matches, previous case record documentation, and telephone calls are used to complete the verification requirements for renewals.

Ask someone to review with you how renewals are scheduled and assigned in your region.

Observe ABD Q-Track Medicaid application and/or renewal processing. Note how data matches, case record documentation, and telephone calls are used to complete the verification requirements.

No printed material

Day 8

WebEx Review Prepare for Exam II

Exam II

Policy Exam II – ABD Q-Track Medicaid

No printed material



Online Courses

Modules Activities Printed Material

Day 9

Changes

Policy Manual Review Activity

Fraud (if not already completed)

Voter Registration

WebEx Review Prepare for Exam III

Welcome Reporting Requirements

Processing a Change Common Changes

Policy-FS, Policy ABD Medicaid Q-Track, and changes

No printed material

Day 10

Exam III (At Phase II location)

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Senior SNAP Online Phase I Supervisor Orientation Guide · Activities to be completed prior to...

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