When an Extra Help application requires verification, the CR should telephone the
applicant as soon as possible. When contacting someone other than the applicant, use
caution to avoid improper disclosure.
EXCEPTION: Do not contact the applicant if the verification issue was previously resolved.
Use the MAPS DWRC screen to document that the issue was previously resolved and code
the verification issue as resolved per HI 03035.006D.5.
If the telephone contact is successful, the CR should discuss the issue(s), resolve
any discrepancies, and determine the correct income or resources based on the applicant’s
explanation. When the applicant’s explanation for the discrepancy between the application
and agency data is credible, accept the explanation and determine that the application
data is the correct amount. Do not routinely request evidence to support the applicant's
explanation and do not photocopy the evidence for the file.
EXCEPTION: An applicant who disagrees with the Internal Revenue Service (IRS) pension or annuity data must submit evidence to rebut the IRS data per Verification Process for Documenting
Pensions and Annuities in HI 03035.012.
When contacting the applicant to resolve the verification issue:
Make two attempts to contact the applicant by telephone at different times of the day to increase the
chances for making contact. Document each attempt on the Verification screen in the
Report of Contact section per HI 03035.006D.2.
Enter the correct income or resources amounts on the MAPS verification screens.
If the applicant is unable to provide an explanation for the discrepancy between application
and agency data, ask the applicant to provide evidence to support his or her allegation.
Record the applicant’s explanation of the difference on a DWRC screen. Follow the
instructions guidelines in section HI
NOTE: The agency data on the verification screen may be more than a year old due to the
data matching process. The agency data does not reflect recent changes in the applicant’s
income or resources. Due to the age of the agency data, the application data could
be more accurate than the agency data.