WHAT IF MY CASEWORKER WON'T CALL ME BACK?

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1 WHAT IF MY CASEWORKER WON'T CALL ME BACK? Sometimes it is difficult for people who get benefits from DHS to reach their caseworker. There are many times when it is very important to reach a caseworker; in order to report changes in income or other information on time. At other times, you may need additional information from your caseworker. Here are some tips if you are having trouble reaching your caseworker: 1. Leave a message telling your caseworker why you are calling them. When you leave a message, speak your name, phone number and case number clearly. Try to keep it brief. Keep track of the dates and times you have called DHS. Do not leave more than one message per day, unless you must provide new information. 2. If you have tried to call a couple times, wait 48 hours for a call back. If the message is urgent, call the caseworker's supervisor. You can get their phone number by contacting your local office. If the supervisor will not call you back, call the supervisor's supervisor. When you call, let them know your name, case number, who your caseworker is, and the dates and times you have tried to reach the caseworker. 3. Write the caseworker a letter or an (and include the information you are trying to give him/her). In the letter or , tell the caseworker how many times you called and left messages and why you are trying to contact them. Be direct, be specific, and be polite. If there is a deadline, you may need to take the letter to DHS in person, rather than mailing or ing it. Make a photocopy of the letter or other papers; keep the original. If you , keep a copy of what you sent. Date and sign the letter. Put your case number on the letter or and on any other papers you drop off or attach to an . When you leave the letter or any other information at the DHS office, be sure to sign the logbook ifthere is one (located in the DHS lobby). Your caseworker's address is the Specialist ID (located on top right of your notices from DHS) followed 4. IfDHS has asked you to return information or papers by a specific date but you do not have everything they want, be sure to submit what you can, but also give DHS a note asking for additional time or help in getting the missing information or verification. Always give DHS as much as you can ON TIME, and ask for help. Produced by Center for Civil Justice 2014

2 5. Request a hearing in writing if you disagree with action taken by DHS or DHS has delayed action on your case and missed a legal deadline for action. You can use the DHS form for this, or simply write a note saying, "I request a hearing" and tell what you want the hearing about (such as "denial of Medical Assistance"). Put the date and your case number on the hearing request, and sign your name. Mail or bring it to DHS. Make sure it is directed to the "hearing coordinator," not your caseworker. Do not a hearing request. IfDHS is cutting or stopping benefits or services, you must request a hearing by the date stated in your notice (usually 10 days after the notice was mailed) to keep benefits going while you wait for a hearing. You must make sure DHS receives your hearing request within 90 days of the day that DHS mailed a notice denying, stopping, or reducing any benefit or service to you. 6. If you need benefits or services that you do not currently receive (for example, you receive Food Stamps and need Medicaid), go online or to the DHS office and apply. Do not delay. In general, the sooner you apply, the sooner you will receive benefits. 7. If both the caseworker and the supervisors do not return your calls, or you believe the worker and supervisor have made a mistake in applying policy in your case, call ASK MICH: (855) Be ready to give them your DHS case number and prepare to be on hold. Ask them to call you back if this is long distance for you. They can access your case information. Remember: Do not delay asking for a hearing if you have a hearing deadline coming up. *Remember that if you are helping someone, DHS caseworkers are not supposed to talk to anyone about someone else's case unless that person has signed a form giving DHS permission to release information about his or her case. OTHER RESOURCES: Ml Department of Community Health: Beneficiary Helpline (800) or Customer Service (517) ASK MICH: (855) (at DHS Central Office) Your Local DHS Office Supervisors and District Office Manager or County Director. Look in your phone book under State of Michigan listings. Online information is at (Click on Inside DHS/County Offices) Apply for Medical Assistance benefits (you can also check the status of your Food Assistance benefits and report changes) To find your local legal services/legal aid office (legal help at no cost to you if you are low income)- (Click on Organizations & Courts/Find a Lawyer) Produced by Center for Civil Justice 2014

3 WAS YOUR MEDICAID CANCELLED OR DENIED. You can appeal the decision! Medicaid is a complicated program, so it is easy for case workers to make mistakes. If you are denied Medicaid or your Medicaid stops, you have the right to appeal. Many people win on appeal and keep their medical coverage. To challenge a Medicaid decision: 1. GET IT IN WRITING! Ask for a written notice. The notice will tell you why your Medicaid ended or why you were denied Medicaid. 2. REQUEST A HEARING! If you don't like the decision, you have the right to a hearing. During the hearing you can challenge the reason for the cancellation or denial. The written notice will explain how to appeal. Follow the instructions very carefully. Your request must be in writing and have your original signature on it. It must be received at the DHS office before the deadline. Do not fax your hearing request. Make a copy of your hearing request for yourself. If the notice does not tell how to appeal, get legal help. Use the back of this page to request a hearing. 3 ACf QUICKLY! File a request for a hearing as soon as possible. If you wait more than 90 days you will lose your right to a hearing. If you have been receiving Medicaid, Healthy Michigan Plan or Healthy Kids and DHS receives your hearing request within 11 days of the notice that medical coverage has been terminated, your Medicaid will continue until a hearing decision is announced. 4 GET LEGAL HELP! Most legal aid and legal services programs handle Medicaid and cash assistance cases. They do not charge a fee. To find your local legal services or legal aid office, call the State Bar Lawyer referral number at 1(Boo) , check online at or look in the yellow pages under "attorneys". This flyer was prepared by the Center for Civil Justice. (800)

4 Request for Hearing Name: Case Number: I request a hearing before an Administrative Law Judge regarding: (check as many as apply) The denial of my medical assistance The cancellation of my medical assistance The cost of my Medicaid deductible I want an in-person hearing. Signature of person requesting hearing: ljate:. Phone utjnber: Address: City, State, Zip Code: YOU CAN USE THIS FORM TO REQUEST AN APPEAL. Remember: Before you take this to the DHS office, Sign and date this hearing request Pay attention to all deadlines Keep a copy of this form for yourself Try to get legal help if you request a hearing.

5 Case Name: Case Number: Date: MDHHS Office: Specialist / ID: / Phone: Fax: Individual ID: ENTER ADDRESSEE NAME ENTER ADDRESSEE CARE OF ENTER ADDRESSEE PO BOX OR STREET ENTER ADDRESSEE CITY/STATE/ZIP The Michigan Department of Health and Human Services (MDHHS) does not discriminate against any individual or group because of race, religion, age, national origin, color, height, weight, marital status, genetic information, sex, sexual orientation, gender identity or expression, political beliefs or disability. USDA is an equal opportunity provider and employer. AUTHORITY: MCL 400.9, MSA 16,409 RESPONSE: Voluntary. PENALTY: None REQUEST FOR HEARING INSTRUCTIONS: Complete items 1 through 14 on following page. Please type or print. DELIVER OR MAIL completed form to your local MDHHS office, Attn: Hearing Coordinator. A date-stamped copy will be returned to you by the local office. Date Received in MDHHS Program(s) in Dispute If you do not agree with any decision made by MDHHS to deny, reduce or terminate benefits, you have the right to request a hearing. In most cases, if you receive a notice reducing or canceling your benefits and you request a hearing no more than 11 days after the date the action will take place, your benefits will continue until the hearing is decided. Although, if the MDHHS decision to deny, reduce or terminate your benefits is upheld, you will be required to repay any additional benefits received because the action was postponed. Someone else may represent you at the hearing, such as a friend, relative, or lawyer. Hearings will be conducted by telephone unless an inperson hearing is requested. To Ask for a Hearing: A request for an administrative hearing must be made in writing and signed by you or someone authorized to act on your behalf. For convenience, MDHHS provides a hearing request form that you should bring or mail to your MDHHS office (no faxes or photocopies). For FAP (food assistance) only, you can request a hearing verbally, in person or by telephone. Except for FAP, the hearing request must be signed by you or by your parent, attorney, court appointed guardian or conservator, or by someone else you formally designate as your Authorized Hearing Representative. For Medicaid only, a spouse may sign a written request for a hearing without first being designated an Authorized Hearing Representative. Appointment of an Authorized Hearing Representative: The appointment of an authorized hearing representative must be made in writing and signed by you before that person can make a hearing request, or take any other action on your behalf. The Hearing request will be denied if it is signed by a person not authorized by law, court order, or a signed statement from you. Your Hearing Request will be Denied if: We receive your request more than 90 days after we mail the notice to deny, terminate, or reduce your benefits. The person who signed the hearing request cannot show a court order or a signed statement from you, and is not your lawyer, spouse or parent. Persons with Disabilities or Needing Special Arrangements: Special arrangements at the hearing can be made to accommodate a physical disability or other barrier to participation that you or someone participating with you needs. If an interpreter is required, please indicate the language skills needed. Tell your MDHHS specialist if you need help. DHS-18 (Rev. 6-15) Previous edition obsolete. MS Word 1

6 Case Name Case Number Specialist 1. Please check only the box(es) of the benefit program(s) you are asking to have heard before an administrative law judge and the action taken which you are challenging. FIP (Cash) Denied Closed Amount FAP (Food) Denied Closed Amount MA (Medical) Denied Closed Amount SER (Emergency Relief) Denied Closed Amount CDC (Child Care) Denied Closed Amount SDA (Cash) Denied Closed Amount Other Denied Closed Amount 2. I request a hearing before an Administrative Law Judge regarding the decision of the County Name of County Michigan Department of Health and Human Services. I believe the department s decision is wrong because: EXPLANATION: 3. If necessary for participation at the hearing and upon request, arrangements can be made to accommodate a physical disability. If an interpreter is required, please indicate what language. Please identify the disability or language barrier, and explain what arrangements are required: If at the hearing, you are denied special help or an exception you need because of a disability and you think the denial was wrong, you may file a complaint of discrimination using the DHS-866 form. The DHS-866 provides the address for filing a complaint with the MDHHS Office of Human Resources. By signing this form, I acknowledge that I have read and understand the following rights and obligations: Because I am asking for a hearing, the MDHHS may postpone the proposed action until I have had a hearing and a decision is issued by an Administrative Law Examiner. If MDHHS proposed action is upheld, I will be required to repay any additional benefits that I received because the proposed action was postponed. If I withdraw this hearing request, or if I do not go to the hearing when it is scheduled, I will be required to repay any additional benefits that I received because the proposed action was postponed. I DO DO NOT want to continue receiving the amount of food assistance I now receive until after my hearing. 4. Signature of Person Requesting Hearing (AH must receive an original signature. If this form is signed by an authorized hearing representative, documentation of authorization must be attached.) 5. Telephone Number 6. Date 7. Case Number: 8. Street Address or Route Number 9. City, State and Zip Code THIS SECTION TO BE COMPLETED ONLY IF SOMEONE HAS AGREED TO REPRESENT YOU AT THE HEARING. 10. Name of Authorized Hearing Representative 11. Telephone Number 12. Title 13. Street Address or Route Number 14. City, State, and Zip Code El Michigan Department of Health and Human Services (MDHHS) no discrimina contra ningún individuo o grupo a causa de su raza, religión, edad, origen nacional, color de piel, estatura, peso, estado matrimonial, información genética, sexo, orientación sexual, identidad de sexo o expresión, creencias políticas o incapacidad. DHS-18 (Rev. 6-15) Previous edition obsolete. MS Word 2

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