Effective date: 1/16/2019 | Last revised: 3/27/19
Revisions: Policy Manual Revision Log
When unable to confirm verification information through agency records or available systems, information provided by clients should be considered based on the source of information.
- Obtain source documents or information when available
Source documents or information are typically business documents or information provided by a business entity (employer, landlord, etc.). They can include but are not limited to documents such as wages stubs, rental agreements, or landlord statements. Information verified by phone must include the name and title of the person making the statement and their contact information.
- Obtain non-source documents or information when source documents aren’t available
Non-source documents are utilized to substantiate a client’s claim when source documents aren’t available. They include but are not limited to documents such as direct child support or informal rental agreements. At a minimum, non-source documents must include the following:
- Name of person making statement.
- Contact information for person making statement, including address and phone number.
- Information needed to substantiate the client’s attestation.
- Signature and date on typed/written documents.
- Documents or information must be accurate, complete, consistent, and from a reliable source
If the information provided does not meet this threshold or does not provide the verification needed, the following may occur:
- The client may be asked to clarify the information provided or provide additional information to validate the document.
- The information may be accepted and the case approved but a request can be sent to the Office of Fraud and Accountability to investigate the validity of the information or circumstances.
- The application may be denied.
Staff who do not accept information must clearly document their reasoning