To coordinate the transfer of the paper and electronic files between offices.

POLICY

Clients should receive services at the office they approach.

The paper and electronic files for active cases are to be located at the same office. 

• A client’s electronic file can be viewed within minutes. 
• The paper file must be transferred promptly to make sure both the electronic and paper files are in the same office.

Note
When a file is transferred between IS and AISH, the paper file is not sent.  Please refer to Client Sub-Type 43 Severe Handicap policy for procedure.

Active Files

When a client with an active file moves and contacts a new office the client is referred to an appropriate worker at the new office.  If the client remains eligible for IS the worker updates the areas of the file that changed in the relocation process. Administrative Support staff request the electronic and paper file from the owning office. 

Clients can request a file transfer by any of the following methods:

• Notes or letters 
• Phone calls 
• An office visit
  
  NOTE
  
  If it is not practical to meet in person, the file transfer request and process should take place either by phone or letter.
  
  

Calgary and Edmonton Urban Offices

The Calgary and Edmonton regions may choose to have their urban offices prearrange all transfers within their own region. Using the following steps:

1. The client reports their new circumstances to their owning office. 
2. The owning office issues benefits for the client’s new circumstances. 
3. The owning office provides the client with contact information for the new office, and instructions to contact the new office (by  letter, or phone) within seven days. 
4. The client contacts the new office to confirm their move. 
5. The new office requests the client’s electronic and paper files before issuing further benefits. 
6. If the client contacts the owning office in the following month they are referred back to the new office.
   
   
   

Closed Files

When an applicant with a closed file at another office, reapplies for benefits, the new office asks for the electronic file from LISA or downloads the file from CCD.

If the applicant is eligible, the office asks for the paper file.

• Paper files are located at the office responsible for closing the file for two years. After two years the paper file is stored off site. 
  
  • In accordance with Records Management Processes if the file is closed for two years or more and is “flagged” because of pending litigation, a FOIP request, or an audit the new office is required to request the closed volumes. 
  • Files closed for two years or more with outstanding recoveries or overpayments must be requested.
    
•  LISA files are located at the office responsible for closing the file until it is purged after three months. 
  

Note
Closed files that are reopened to receive a One-Time Issue are an exception. The documents and electronic file are sent to the office where the closed file exists. If there is no file or the file has been closed over two years, One-Time issues are located at the office responsible for the geographic area where:

The client lives, or

The client made the request for a one-time issue.

File transfer procedures for One-Time issues are the same for both the ISCC and offices. If the client contacts an office and requests ongoing benefits, the client is re-assessed by a worker. Regular intake and file transfer procedures are followed.

File Concerns

Files are not sent back when there is a concern about file quality. The ISS discusses concerns about the quality of files or problems with the transfer procedures with the supervisor at the other office.  If the concern is not resolved the supervisor should bring the issue to the attention of the Service Delivery Manager. The Manager resolves the issue with their counterpart at the other office.

Appeals

If a transfer is requested during an appeal the ISS at both offices consult to determine: 

• The impact of the appeal on the transfer, and 
• Who will take responsibility for the appeal by considering factors such as: 
  
  •  if the client wants to continue with the appeal following their move, 
  • if the move has an impact on the matter under appeal, 
  • if a date has been set for an Appeal Panel hearing, and 
  • the distance from the client’s new residence to the Appeal Panel hearing the appeal.
    

Appeal Panel Decision

If the department’s decision is reversed by a Appeal Panel, the new office:

1. Requests the electronic file and the paper file, and 
2. Issues benefits to the client.