To ensure clients report on a regular basis, changes in circumstances that may impact their eligibility.

POLICY

Clients are required to report their circumstances on a monthly basis using the Automated Reporting for Clients (ARC). To simplify administration and provide flexibility for different client circumstances, CEC/SFSC’s have the authority to exempt reporting requirements for up to 12 months.

Note

If it is not practical to meet in person, and the applicant/client requires financial support, the requirement to authenticate identity can be deferred.

Additionally, if it is not practical to meet with the client to securely authenticate ARC access, the requirement to use ARC can be temporarily waived and other reporting options can be used instead.

Record the reason that identity was not authenticated and/or ARC access was not established in Compass Comments. Include details about substitutions to these requirements that are being temporarily used.

Set a reminder to complete, at a later date, the policy requirement to ensure identification is authenticated and that ARC access is established, if the client is still on the caseload.

ARC

The ARC is a reporting tool that uses either voice recognition software or a web portal that allows clients the ability to use the telephone or computer (with internet access) to report their monthly circumstances.  When ARC is available IS clients are to use the ARC for monthly reporting unless they have been exempted from using the ARC by a supervisor.

Note
Prior to the implementation of the ARC, clients were required to submit a hard copy Client Reporting Card (CRC) each month to report their circumstances. Due to a system limitation, the CRC continues to be automatically printed on the Direct Deposit Statement and mailed to clients each month. Due to this limitation, if a client submits a completed CRC for reporting purposes, staff should take the opportunity to discuss and, if necessary, assist the client with using the other reporting options available to them. In rare circumstances where other reporting options are not available to the client, the CRC may be used by the client until such time that it is no longer available on the Direct Deposit Statement.

The Public Trustee returns CRC’s monthly, stamped with the words Public Trustee and with only changes for the income and asset sections recorded. An annual review is required for all clients whose finances are managed by the Public Trustee. When a client has the Public Trustee managing their finances, the CEC/SFSC enters the diary date for an annual review.

Exemption of Client Reporting through ARC

The CEC/SFSC can exempt any client (regardless of client type) from reporting for a period of up to 12 months.

When deciding to exempt the client, the worker may want to consider such factors as:

• The ability of a client to monthly report or 
• Monthly reporting would cause extreme hardship or
• A Barriers to Full Employment (BFE) client or their financial administrator, requests an exemption or 
• Changes in client circumstances for the period of exemption are judged to be unlikely.

The worker must advise the client of the ARC reporting exemption and indicate the start and end dates of the exemption period. The client is also advised that they are responsible to notify the worker of any changes in circumstances.

Note
The procedures for exempting the client from monthly reporting are located in the Career and Employment Consultant (CEC) section of the policy manual.

If the client informs the worker of any change, the worker must review if the exemption should continue and document in Compass Comments. If the change impacts eligibility for ongoing benefits, the worker will need the client to complete a monthly report prior to issuing further benefits.

Note
All clients must report changes through either an input into ARC, or annual review at least once each year.

The CEC/SFSC may cancel the reporting exemption period at any time if circumstances change. If the exemption is being discontinued, the worker must inform the client in advance so that the benefits are not interrupted.

PROCEDURE

Processing ARC

Through the ARC system, the client responds to a series of questions which determines if they are eligible for ongoing IS. The ARC system speaks directly with LISA and prompts the cheque release flag on LISA to automatically change to “Y” when there are not any change in circumstances and the client remains eligible for IS. 

Centrally Delivered Services staff will review the ARC for any changes reported by the IS recipient and either:

1. Make necessary adjustments for minor changes (i.e., address changes); or
2. Ensure the cheque release flag in LISA is set to “N” and enter Compass Comments for the SFSC to review and take any required action.

The SFSC worker will:

1. Review the Compass Comments, make any required adjustments, and enter comments in Compass Comments.
2. Retain responsibility for decisions regarding ongoing eligibility for clients using ARC including releasing benefits when eligible.

Substantiating Documentation

The SFSC needs more documentation only if:

The client has earnings, or
There are changes in other income, or
The information is unclear, or contradicts information received from other sources.

No input in ARC Received for Clients Not Exempted From Reporting

If the client who is required to report on a monthly basis does not report by the system closure date, the file is closed as a system closure.

In these situations, if the SFSC is aware of the client’s circumstances and reason for not needing more benefits, the SFSC enters the information in Compass Comments.

Cheque Inquiry Line

Client inquiries can be directed to the worker or the Cheque Inquiry Line.  In Edmonton 780‑427‑6942 or outside Edmonton 780‑310‑0000 then enter 780‑427‑6942.