If a consumer is determined to be in non-cooperation with Quality Control when applying for or receiving FA, the user must create the Non-Compliance record on the Non-Compliance List page before running EDBC. The Non-Compliance record should only be added for the person(s) in non-cooperation with quality control. Please see Non-Financial Data Collection Non-Compliance for more information on completing this page.
Use the Quality Control non-compliance Type with the Federal QC Non-coop Reason, when notified of a FA recipient's non-cooperation with quality control.
Enter the Begin Date as the first day of the first month the penalty is applied, taking Timely and Adequate Notice into consideration. An End Date does not populate and nothing should be entered in the Override End Date or Compliance Date until the consumer cooperates or until the consumer(s) ineligibility period has ended per policy. See Editing or End Dating a Non-Compliance Record for guidance on detailed steps.
When applying the Quality Control; Federal QC Non-coop non-compliance type, select all adults participating in the FA program(s) at the time of the non-cooperation.
This business process flow shows the high level steps utilized to engage consumer cooperation with Quality Control.
The Quality Assurance (QA) sample process begins when a QA Supervisor completes the Run Quality Assurance Batch page in KEES for Active programs and Denied/Discontinued programs. The completion of this page initiates the Quality Assurance batch. The batch selects the universe from the KEES database based on criteria entered on the Run Quality Assurance Batch page. In addition, the batch also selects the QA Sample. The FR300: Quality Control Universe Statistical Data Report and FR301: IQCS Samples Report are generated and the QA-1: Letter to Household form is sent by KEES to each Active Food Assistance household.
When a consumer refuses to cooperate with Quality Control (QC), the QC Supervisor can update the Eligibility Non-Compliance page. KEES will discontinue Food Assistance and send a NOA to the consumer via the QC Non-Coop Penalty batch. Therefore, there is no reason to notify the Purple team of a consumer’s refusal to cooperate if the communication occurs between QC Staff and the consumer.
If the consumer notifies Eligibility Staff they refuse to cooperate with QC, Eligibility Staff can also add the non-compliance and run EDBC to discontinue Food Assistance and should let the QC Reviewer know the consumer does not want to cooperate.
See below for more detail.
Initiate Contact with the consumer
If QC cannot get in touch with the consumer, then send an email to the EES Service Center email box to request EES attempt to make contact with the consumer.
Send a Quality Control Contact Letter to the consumer using the V808 with standard copy and paste text.
Set the Failure to Cooperate with QC case flag. This alerts EES Eligibility staff to inform the consumer they need to cooperate with QC at Review or next verbal contact with the consumer.
If the consumer responds to the Contact Letter:
NOTE: If the consumer contacts QC directly, notify EES when the consumer is in cooperation status with QC so they can end date the case flag.
· If the consumer responds and states they do not want to cooperate with QC, QC Staff will complete the Eligibility Non-Compliance page. Enter the Case Number from Task Navigation and click the Go button. Click Eligibility from Global Navigation. Click Customer Information from Local Navigation. Click Non-Compliance from Task Navigation. Use the following criteria to complete the page.
o Name: Select All Adults Participating in the Program
o Type: Quality Control
o Reason: Federal QC Non-Coop
o Program: Select Applicable Program(s)
o Begin Date: Enter the first day of the first month the penalty is applied, taking Timely and Adequate Notice into consideration.
o Comments: Add the Review Month and Review Number.
KEES will discontinue Food Assistance and send a NOA to the consumer via the QC Non-Coop Penalty batch.
· If a Failure to Cooperate with QC case flag exists at Review or next verbal contact with the consumer, EES Eligibility Staff need to:
o Verbally inform them they need to cooperate with QC
o If the consumer verbally refuses to cooperate, create a Non-Compliance record using the guidance above, end date the case flag and process the Review or change. Notify QC the consumer is refusing to cooperate.
o Send a Request for Information giving the consumer 10 days to cooperate with QC.
o End date the case flag when QC communicates the consumer is in cooperation status and process the Review or Change.
o If the consumer does not respond to the Request for Information, create a Non-Compliance record using the guidance above, end date the case flag and process the Review or change to discontinue the program. Notify QC the case has closed because the consumer is not in cooperation status.
· The Federal QC Non-Coop reason is applied to Food Assistance.
· The State QC Non-Coop reason can be applied to Child Care, Food Assistance, and/or TANF but can only be applied to the program that is being reviewed. The State QC Non-Coop reason is not picked up by the QC Non-Coop Penalty batch. As a result, these cases must be discontinued by running EDBC.
· Enter an Override End Date on the Eligibility Non-Compliance page to end the Non-Compliance when the consumer has cooperated or they are eligible to reapply.