For programs that require an interview, workers make outbound calls to the applicants. If they reach the applicant, they will conduct the interview, try to get missing verifications through system cross-matches and three-way calls with third party verification sources (employers, landlords, banks, etc.), to achieve a determination prior to hanging up the telephone. If they do not reach the customer on the first try, we instruct them to leave a message stating the intent of the call (because screening happens). They then call back in 2-5 minutes.
There are agencies that achieve up to a 65% answer rate with this method.
States like Texas also employ the use of an automated outbound dialer for customers scheduled to renew their benefits.
For programs that do not require an interview, the worker will attempt any allowable methods to gather missing verifications, including submittals by the customer through online customer portals (where available), e-mailing, etc.
The only thing that is required by the customer is to make the ask, either online, via phone, or mail or drop-off. Once the ball is in the court of the agency, there are many strategies put in place to allow the customer to be served.