Standards of Promptness (SOP)

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Revised November 2, 2011

What is a Standard of Promptness (SOP)?

What are the current SOPs?

How can I find out the SOP for a specific program type in ACES?

How can I find the SOP date for a pending AU?

How does ACES use SOPs?

What is an SOP Extension Date?

How does ACES notify me about pending applications that have not been finalized prior to the SOP date?

When is there good cause for not processing an application by the SOP date?

What is a Standard of Promptness (SOP)?

· An SOP is the number of days we have to process an application for benefits received by the Department.

· The program code and type determine the length of the SOP for each AU. An SOP starts the day the department receives the application. See EAZ Manual – WAC 388-406-0040 How long does the department have to process my application?

What are the current SOPs?

Standards of Promptness in Days
BASIC FOOD – Expedited Food	7
BASIC FOOD – Non-Expedited Food	30

CASH – Temporary Assistance to Needy Families (AF), all types	30
CASH – Diversion Cash Assistance (DA)	30
CASH – Aged, Blind, or Disabled (GA), all types	45
CASH – ADATSA (GW), all types	45
CASH – Refugee Assistance (RF)	30

MEDICAL – Pregnancy *	15
MEDICAL – Disabled	60
MEDICAL – All except Pregnancy and Disabled	45
MEDICAL – AUTO-screened S03 Program	30
ALL OTHER PROGRAMS	45

*FIFTEEN WORKING DAYS ARE ALLOWED FOR PROCESSING PREGNANCY MEDICAL. ALL OTHER SOPs ARE IN CALENDAR DAYS.

How can I find out the SOP for a specific program type in ACES?

· ACES stores SOP time limits as parameters. To look up the SOP for a specific AU type, take the following steps:

1. From the WMEN, select Option F – Parameters.

2. On the FMEN screen, select Option C – Other Parameters 1.

3. On the FCMN screen, select Option E – SOP Inquiry.

4. On the PHIT screen, enter [01] in the Selection field.

5. The SOPM screen displays the following information:

o Program (Pgm)

o Program Type (Type)

o Standard of Promptness (SOP) for each program

How can I find the SOP date for a pending AU?

· The SOP default date or SOP extension date for a pending AU displays on the PEND screen.

· For more information on the PEND screen, see Screen Descriptions – PEND – Application Pending Intake Screen.

How does ACES use SOPs?

· When an intake interview hasn’t been initiated on a pending cash, Basic Food, or AUTO-screened S03 AU, ACES AUTO denies the AU based on the SOP date or the SOP Extension Date on the MISC screen, whichever is greater.

o When this date falls on a Saturday, Sunday or holiday, the denial occurs on the following business day.

o This denial occurs regardless of actions taken on any related AU.

· ACES may use an AUs SOP to set benefit start dates when eligibility is not established until after the 15^th, 30^th, 45^th, or 60^th day (depending on program type) from the application date. See EAZ Manual – WAC 388-406-0055 When do my benefits start?

What is an SOP Extension Date?

· The SOP Extension Date field is located on the MISC screen.

· Users can enter a date in the SOP Extension Date field when it is necessary to extend the SOP date to prevent an AU from being denied on the regular SOP date, such as when the time period for the client to provide requested verification goes beyond the SOP date.

· When an SOP Extension Date is entered, a reason must also be entered in the Delay Reason Code field on the MISC screen.

· On the SOP date, ACES enters the delay reason code of AS - Appointment Scheduled Beyond the SOP if there is an appointment scheduled in ACES that is beyond the SOP date.

How does ACES notify me about pending applications that have not been finalized prior to the SOP date?

· Alert 304 – APP DUE, ENTER DELAY RSN ON MISC IF UNABLE TO PROCESS generates five days before the SOP date or SOP Extension Date when one of the following applies:

o The intake interview has been initiated.

o The intake interview hasn’t been initiated and there is no appointment scheduled in ACES.

· Alert 102 – APPLICATION PENDING generates overnight when the intake interview has been initiated on a pending AU.

When is there good cause for not processing an application by the SOP date?

· In addition to the following chart, also see:

o EAZ Manual – WAC 388-406-0040 What happens if the processing of my application is delayed?

o EAZ Manual – WAC 388-406-0045 Is there a good reason my application for cash or medical assistance has not been processed?

Delay Reason Codes
Code	Description	Use for	Good Cause?
AS	· Appointment Scheduled Beyond the SOP · System Generated only. · AUTO populates when appointment in ACES is scheduled beyond the SOP.	Cash Food Medical	Yes, when client re-schedules appointment beyond SOP.
CF	· Confined to Facility.	1290/1088 GA Applications	Yes
CV	· Confined to a Facility Awaiting Medical Verification	1290/1088 GA Applications	Yes
LA	· Late Additional Request · Use when additional information was not requested within 5 calendar days of the date the need became known.	Cash	No
LM	· Late Medical · Use when there is a delay in obtaining medical information needed to determine incapacity and delay was not caused by failure to process timely after medical information is received. · Cannot be claimed when all information is received by CSO, but incapacity decision is delayed.	Cash Medical	Yes
LP	· Late Process · Use when application is not processed within 5 calendar days of date all necessary information received.	Cash	No
LR	· Late Request · Use when all information or action is not requested within 20 days from date of application.	Cash	No, unless delay is caused by the client.
LV	· Late Verification · Use when all verification is not received within 10 days of request.	Cash Medical	Yes
ND	· Not Documented · Use when good cause exists, but was not documented timely.	Cash	No
NG	· No Good Cause Reason · Use when no good cause reason exists.	Cash Medical Food	No
OS	· Out of State Contact · Use when out of state/intercity contacts needed because no other verification is available	Cash Medical	Yes
OT	· Other · Use when an administrative or other emergency exists that is beyond the Department’s control. · Do not use for backlog or other workload issues.	Cash Medical	Yes
PR	· Property Appraisal · Use when an extensive property appraisal is needed.	Cash Medical	Yes
RA	· Reinstated Application · Use when the application is reconsidered when verifications are provided within 30 days of a cash/medical denial or within 60 days of a Basic Food Denial. · See EAZ Manual – WAC 388-406-0065 Can I still get benefits even after my application is denied?	Cash Medical Food	Yes
WF	· Workfirst Participation · Use when the application has been pending beyond 30 days and the applicant is in the process of re-qualifying for Workfirst.	TANF/SFA Cash	Yes
WH	· SOP Date equal to Weekend or Holiday · System generated when the SOP date falls on a weekend or holiday.	Cash Medical Food	Yes

NOTE:

Some reports about delayed processing of applications are based on the entries made in the Delay Reason Code field on the MISC screen. The reports distinguish delays with and without reasons that are considered good causes to delay processing. It is important to use the correct code in the Delay Reason Code field so the reports will be accurate. See <F1> Help.