Department of Human Services

Families First Online Policy Manual

Rights and Responsibilities




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Waiver of office interview for Families First applicants:


·        If the client has named an authorized representative for the AU, the representative can come to the office in lieu of the client.  The authorized representative may answer basic questions needed for eligibility determination but may not negotiate a PRP or provide other selected information, e.g. child support cooperation.  The PRP and child support discussion must be with the client.

·        The office interview must be waived upon request by any AU which is unable to appoint an authorized representative and:


o   Has no AU members able to come to the county office because they are 65 years of age or older or are handicapped/disabled.

o   Lives in an extremely remote location.

o   Has no AU members able to come to the county office because of transportation difficulties or similar hardships which the county determines, on a case-by-case basis, warrants a waiver of the office interview.  These hardship conditions include, but are not limited to:


-         Illness.

-         Care of a household member.

-         Prolonged severe weather.

-         Hardship associated with living in a rural area.

-         Employment or training hours that prevent an applicant/recipient from participating in a face-to-face interview.


Note:  If needed, the county office should try to accommodate working/training hours by scheduling appointments outside traditional business hours.


Telephone interviews


The county office may offer a telephone interview in lieu of a face-to-face interview for an AU for whom the face-to-face interview has been waived.


Out-of-office interviews


For those clients who are unable to come to the office or participate in a phone interview, interviews may be held in a mutually agreed-upon site (e.g. community mental health center, client’s workplace, DHS satellite offices, community agencies, or other locations).


Alternate interview examples


·        When a client is hospitalized, a telephone interview or an authorized representative interview should be offered.

·        A home-bound disabled client who is unable to be served through a telephone interview or authorized representative should be offered a home visit.

·        If a handicapped/disabled client indicates that he/she needs a home visit because of transportation problems, consult with the Field Management Director for additional guidance as to whether the accommodation should be made.  A home visit is not necessarily the mandated accommodation if other arrangements, e.g. telephone interview or alternate transportation, can be made.



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