INCOME
MIKAYLA COMES IN FOR APPT ON JANUARY 6TH. SHE HAS JUST STARTED A NEW JOB, HOW DO WE PROCEED WITH DETERMINING HER INCOME FOR THE LAST 13 WEEKS?
SEE IF SHE HAS WORKED ANYWHERE ELSE. IF SHE WORKED ELSEWHERE, WE NEED HER LAST PAYSTUB. THIS COULD BE A COMBINATION OF HER PAYSTUB AND INCOME AFF NEEDED, OR JUST INCOME AFF AS 6 DAYS IN ON A NEW JOB, SHE WILL NOT HAVE EARNED A PAYCHECK.
GRANT BRINGS IN A LETTER SIGNED FROM A NEIGHBOR THAT HE DOES SOME CHORES AROUND THE APARTMENT BUILDING FOR DEDUCTION FROM RENT. WHAT DO WE DO WITH THIS ?
PITCH IT. PAYMENT IN KIND IS NOT COUNTABLE INCOME.
DEBBIE IS LATE FOR HER APPOINTMENT, SHE IS 11 MINUTES LATE, AND IS FURIOUS WHEN SHE IS ASKED TO RESCHEDULE. YOU HEARCOMMOTION AND GO INTO WAITING AREA AND DO NOT UNDERSTAND WHY AS WE DO NOT APPEAR TO BUSY. WHAT DO YOU DO?
NOTHING! IT IS THE AT THE LOBBY PERSON'S DISCRETION BASED ON FACTORS YOU MAY NOT BE AWARE OF IF A CLIENT IS ASKED TO RESCHEDULE. SO, MIND YOURS! AND THE LOBBY PERSON WILL HANDLE TO LOBBY. PERIOD!
NATALIE MAILED IN HER APPLICATION. SHE SENTORIGINAL BIRTH CERTIFICATES, SOCIAL SECURITY CARDS AND HER ID. WHEN USING BEST PRACTICES WHAT SHOULD YOU DO.
CONTACT CLIENT AND ALLOW TO PICK UP OR MAIL BACK TO CLIENT. DO NOT DESTROY THESE DOCUMENTS.
YOU ARE HAVING ISSUE WITH A CO WORKER IN ANOTHER DEPARTMENT. YOU HAVE TRIED IGNORING THEIR BEHAVIOR AND IT HAS ONLY INCREASED. WHAT SHOULD YOU DO?
GO TO YOUR MANAGER OR DIRECTOR FOR ASSISTANCE, SO THEY CAN ADDRESS THIS ISSUE.
ANF COMES IN FOR APPT. SHE OWNS HER BUSINESS, AND WILL FILE TAXES ON IT. SHE STARTED IT SIX MONTHS AGO, HOW DO WE CALCULATE HER INCOME?
IVA, SHE DOES NOT HAVE LAST YEARS, AND SHOULD BE ABLE TO SELF CERTIFY. IF SHE HAS RECEIPTS, THOSE CAN BE ACCEPTED, BUT SHE WILL STILL NED THE IVA. NEXT YEAR SHE WILL NEED 1040 SCH 1 AND SCH C, IF SHE STILL HAS HER BUSINESS.
NATALIE HAS APPLIED FOR SSI. SHE IS NOT CURRENTLY RECEIVING IT. SHE HAS HER PAPERWORK SHOWING SHE HAS APPLIED, AND A LETTER FROM HER PHYSICIAN STATING HER DIAGNOSIS AND SHE WILL NOT RECOVER ENOUGH FOR AT LEAST 12 MONTHS TO WORK. IS THIS ACCEPTABLE DOCUMENTATIONTO MARK HER AS DISABLED? WHAT DO WE NEED TO DO WITH IT?
YES, IT IS ACCEPTABLE. WE UPLOAD BOTH OF THESE INTO EAP CONNECT, AFTER WE REDACT HER DIAGNOSIS, NO PI IS ALLOWED IN EAP CONNECT.
GRANT COMES IN FOR AN APPOINTMENT AND DID NOT BRING HIS INCOME, BUT HE BELIEVES HE CAN GET IT ON HIS PHONE. WHAT DO YOU DO?
THIS YEAR IF IT IS NOT PRINTED OR EMAILED TO US, READY TO GO, THEY WILL BE GIVEN A PINK SLIP TO COME BACK BEFORE 12 PM, WITHIN 14 DAYS. NOT TODAY! PERIOD. WE ARE NOT GOING TO BE ABLE TO WAIT FOR THEM TO GET IT PRINTED. WE CAN HAVE SOMEONE ASSIST THEM IN DOING SO,BUT IT WILL NOT BE OUR LOBBY PERSON. THEIR APPOINTMENT TIME IS THEIR APPOINTMENT TIME. IF THEY NEED ASSISTANCE THEN THEY NEED TO BE HERE EARLY.DOCUMENTS READY.
ORIGINAL MAILED IN APPLICATION HAS AN UKNOWN SUBSTANCE ON IT. WHAT SHOULD YOU DO?
GLOVE UP AND MAKE A COPY OF ORIGINAL TO UPLOAD. CLEAN YOUR STATION, AND PUT ORIGINAL IN RECYCLE BOX. NOTE WHY YOY UPLOADED A COPY OF THE ORIGINAL IN THE NOTES.
A CLIENT COMES INTO THE OFFICE THAT YOU HAVE HAD PROBLEMS WITH IN THE PAST. YOU GO TO THE WAITING AREA AND THEY WOULD BE YOUR CLIENT. ADVISE, YOU WERE JUST PAGED AWAY AND IMMEDIATELY TO YOUR MANAGER AND ADVISE.
IF THERE COULD BE ANY ISSUE WHATSOEVER, YOUR MANAGER WILL SEE THEY GO TO ANOTHER CCP. IF THERE ARE STILL ISSUES, EXCUSE YOURSELF AND GO TO ANOTHER ROOM. ADVISE YOUR MANAGER, AND TAKE YOURSELF OUT OF THE SITUATION, PERIOD. WE WORK WITH A VERY DIVERSE CLIENTELE AND WE ARE ALWAYS TO BE ABOVE APPROACH. DO NOT ALLOW ANYONE TO GET YOU OUT OF CHARACTER.
KRYSTAL HAS WORKED 5 PLACES IN THE LAST 3 MONTHS, MANY FOR JUST A DAY. SHE ALSO SAYS A LOT OF THAT TIME SHE HAS NOT WORKED. HOW MANY PAYSTUBS WILL WE REQUIRE?
ALL 5, AND AN IVA IF THERE IS A MONTH WHERE SHE HAS NOT WORKED IN THE LAST 13 WEEKS.
ARI'S LAST NAME HAS CHANGED. SHE SAYS SHE DID GET MARRIED, BUT THEY LIVE APART. WHAT DOCUMENTATION WOULD WE REQUIRE FROM ARI TO PROVE THIS, IF NOTHING ELSE HAS CHANGED?
SHE WOULD NEED TO FILL OUT AN ABSENT HOUSEHOLD MEMBER FORM, AND SAY THEY DO NOT AND HAVE NOT LIVED TOGETHER IN THE LAST 90 DAYS.
MICHELLE'S FRIEND, KRYSTAL,PER KRYSTAL HAS STOPPED IN AND SAYS SHE HAS AN APPOINTMENT, SHE DOES NOT, AND THEN DEMANDS TO BE WORKED IN OR SHE WILL TELL HER FIREND.SHE APPEARS TO BE MESSAGING OR CALLING HER. WHAT DO YOU DO?
NOTHING, YOU CAN ASSIST IN MAKING AN APPOINTMENT FOR HER, OR SHOW HER THE COMPUTERS IN THE LOBBY TO DO SO, BUT SHE CAN TELL ANY ONE OF HER FIRENDS THAT WORK HERE WHATEVER SHE CHOOSES, BUT PROCEDURES ARE IN PLACE FOR A REASON, NO MATTER WHO SHE KNOWS.
WHAT SHOULD YOU DO IF YOU NOTICE LICE, OR BED BUG INFESTATION ON YOUR CLIENT.
IMMEDIATELY ADVISE YOUR MANAGER, SO PROPER STEPS CAN BE TAKEN. DO NOT SAY ANYTHNG TO THE CLIENT.
A CLIENT OFFERS YOU A TIP, OR MONEY, THINKING THIS WILL ENSURE THEY GET BENEFITS AND THAT THEIR APPLICATION WILL BE APPROVED.
NEVER, EVER , EVER, ACCEPT ANY MONEY FROM A CLIENT AT CAPE, OR FOR ANYTHING TO DO WITH CAPE. WE DO THIS JOB, BECAUSE WE CHOOSE TO. IT IS LESS MONEY AS WE ARE A NON PROFIT AND OUR NON TRADITIONAL BENEFITS, SUCH AS AMPLE TIME OFF, IS OUR EMPLOYER'S WAY OF SHOWING THEY ARE VERY APPRECIATIVE OF WHAT WE DO. WE CAN ACCEPT SMALL GIFTS SUCH AS THANK YOU CARDS OR HOMEMADE THINGS THEY MAKE FOR US, AND TRULY THESE ARE THE BEST GIFTS.
LORI HAS A CIENT WHO SENT IN A COPY OF THEIR BANK STATEMENT FOR THEIR INCOME FROM DOOR DASH. CAN WE ACCEPT THIS? WHY OR WHY NOT?
NO, THAT COULD BE NET INCOME. DOOR DASH DOES HAVE AN ACTUAL STATEMENT CLIENTS CAN DOWNLOAD AND BRING IN.
CHELLE HAS 3 NEW CHILDREN ATTACHED TO HER APPLICATION, THEY WERE NOT ON THEIR LAST YEAR. SHE SAYS THEY ARE HER GRANDCHILDREN AND STAY WITH HER. YOU PUT THEM IN AND NOTE THEY ARE ALSO LISTED ON THE FATHERS APPLICATION, WHAT FORM IS ANY DOES SHE NEED TO FILL OUT?
NONE, AS LONG AS THE CHILDREN ARE UNDER 18, THE CAN RESIDE AND BE COUNTED IN BOTH PARENTS HOUSEHOLD. TRADITIONALLY SHE IS NOT THE PARENT, BUT SHE IS ACTING AS ONE, SO NOTHING FURTHER NEED TO BE DONE.
YOU ARE WALKING YOUR CLIENT , ANG, TO THE ELEVATOR. SHE FILLED OUT A WATER APPLICATION AT YOUR DESK AND YOU EXPLAINED THAT IT WILL BE GIVEN TO THE CORRECT DEPARTMENT BEFORE THE END OF THE DAY. SHE REFUSES TO LEAVE UNTIL SHE SPEAKS TO SOMEONE. WHAT DO YOU DO?
ATTEMPT TO EXPLAIN IT AGAIN. IF SHE STILL REFUSES TO LEAVE. WALK HER TO THE FRONT DESK LOBB, SIGN HER IN, AND INTRODUCE HER TO FRONT DESK, EXPLAIN SHE HAS FILLED OUT THE PAPERWORK AND NOW REFUSES TO LEAVE UNTIL SHE SPEAKS TO SOMEONE. ADVISE CLIENT YOU ARE NOW LEAVING THEM THERE TO ONLY BE TOLD AGAIN WHAT YOU HAVE ALREADY CONVEYED. BE POLITE! IF THE FRONT DESK REFUSES TO TAKE CLIENT, CALL YOUR EAP MANAGER TO TAKE OVER.
YOUR CLIENT HAS AN ONLINE APPLICATION. YOU NOTICE THE UTILITY BILL IS IN THEIR CHILD'S NAME. THEY HAVE FILLED OUT A UTILITY AFFIDAVIT. WHAT ELSE NEEDS TO BE DONE.
WE CANNOT IN GOOD FAITH ALLOW THE BENEFITS TO BE PLACED ON THOS UTILITY ACCOUNT. THE APPLICATION WILL BE APPROVED, BENEFITS REMOVED. WE CAN SPEAK TO CLIENT AND ADVISE DUE TO REGULATIONS WE CANNOT ALLOW BENEFITS TO GO ON THIS ACCOUNT. WE REACH OUT TO UTILITY COMPANY AND WORK ON GETTING THIS ACCOUNT IN THE PARENTS NAME, BONUS IF MENTIONED A 16
ANOTHER CAPE EMPLOYEE ASKS YOU TO DO SOMETHING THAT DOES NOT FEEL RIGHT, WHAT DO YOU DO?
ASK YOUR MANAGER, AND DO NOT UNDER ANY CIRCUMSTANCES DO ANYTHING THAT YOU KNOW IS NOT ALLOWED. YOU COULD BE TERMINATED.
IF A CLIENT SENDS US A PAYSTUB THAT IS NOT FULLY BROKEN DOWN, WHAT, IF ANY, DEDUCTIONS SHOULD WE TAKE FROM FIT, OR GROSS WAGES?
NONE. CCP'S ARE NOT TO DO ANY SUBTRACTING FROM PAYSTUBS, IF IT NOT BROKE DOWN WE COUNT IT. WE ALSO DO NOT ADD BACK IN.
LORIS UTILITY BILL IS NOT IN HER NAME. IT IS LISTED UNDER HER LANDLORD BD PROPERTIES INC., SHE PAYS THE BILL. WHART FORM IF ANY NEEDS TO BE FILLED OUT?
LANDLORD AFFIDAVIT. IT CAN BE FILLED OUT TO SHOW IT IS IN THEIR NAME, BUT CLIENT IS RESPONSIBLE TO PAY FOR IT.
DEBBIE OME FOR HER APPT. SHE IS SWEATY AND TELLS YOU SHE IS NOT FEELING WELL AT ALL. WHAT CAN YOU DO?
GET ALL OF HER DOCUMENTATION,COPY IT, AND TELL HER YOU WILL GO AHEAD AND FINISH HER APPICATION NOW, AND THAT SHE MAY GO HOME, AND YOU WILL CALL HER, AS SOON AS IT IS COMPLETED. DO HER APP AND CALL HER RIGHT AWAY. THIS IS FOR HER PROTECTION AND OURS. WE HAVE IMUNE COMPRIMISED EMPLOYEES.
CLIENT COMES INTO OFFICE WITH A LOT OF CHILDREN, AND NO ADULT WWITH THEM. AT LEAST ONE OF THEIR CHILDREN IS CAUSING STRESS TO PARENT. WHAT CAN WE DO?
BEST PRACTICES ALLOW US TO OFFER TO MAKE COPY OF DOCUMENTS AND ALLOW CLIENT TO GO AHEAD AND LEAVE AND DO THE APPLICATION, AND PROMISE TO CALL CLIENT ONCE COMPLETED. MAKE GOOD NOTES, AND READ OVER PHONE PART OF APPLICATION THAT ALLOWS US TO INITIAL APPLICATION, SINCE CLIENT WILL NOT BE ABLE TO SIGN.
WHEN DO WE QUESTION OUR DIRECTGOR IN A MEETING?
NEVER, EVER IN A MEETING, IF WE HAVE AN ISSUE WITH SMETHING DISCUSSED, GO TO HER AFTER THE MEETING.