Case Transfer

Created on: 
Nov 15 2019

Online Processing

See ACES Screens and Online Pages for an example of pages or screens used in this chapter.

What is a CSO case assignment and why is it important?

Cases are assigned to a particular Community Service Office (CSO) based on proximity to a local office and the client's zip code.

In some cases, these assignments will alert workers that they have clients to contact or work to process.

How do I confirm the correct CSO for a case?

Under the ESA (Economic Services Administration) menu on the DSHS website, there is an option titled "Community Services Offices".  You may enter the client's zip code and the CSO office number will be displayed, along with the address and other contact information.

This information can also be found in the following locations:

  • Aces Mainframe - On the ADDR screen under the <F1> help for the Zip Code Field.
  • ACES.online - From the Welcome page select Parameters,  then Location and Zip Codes.

When can I transfer a case to another CSO?

The case transfer takes place in real time. As soon as eligibility is confirmed, the AU is electronically transferred to the other office.

A case can be transferred at change or during an interview.

A closed case cannot be transferred to another CSO unless it is active or reinstated. See Reinstatement.

A case cannot be transferred to another CSO in a historical month.

In overnight batch, Alert 218 – Case(s) Transferred to This Caseload generates to the new worker letting them know the case has been transferred to them, except when a case is transferred within the same region.

When does Letter 023-03 (Transfer Letter) generate?

Letter 023-03 (Transfer Letter) generates only when a case transfers from a Community Service Division (CSD) office to a non-CSD office or vice versa. For example, a case transfers from Home and Community Services (HCS) to a Community Service Office (CSO), or from a CSO to WASHCAP.

When are cases AUTO transferred to another CSO?

Cases are AUTO transferred to other CSOs in the following situations:

  • A Customer Service Center (CSC) or Community Service Office (CSO) user screens in a new medical-only AU(s). The AU(s) transfers to the CSC corresponding with the client’s geographical region.
  • A CSC user screens in a medical AU and an associated non-medical program. The AU automatically transfers to the head of household’s (HOH’s) CSO of residence.
  • A CSC user adds a non-medical program to an existing medical-only AU assigned to a CSC. The AU(s) automatically transfers to the HOH’s CSO of residence.
  • A CSO user adds a non-medical program to an existing medical-only AU assigned to a CSC. The AU(s) transfers to the HOH’s CSO of residence.
NOTE: Workers must manually transfer AUs if a non-medical program is reinstated and there is an existing medical only AU. Cases that need processing and are assigned to Community Service Office 076 or any Home and Community Services (HCS) office, will have to be transferred by these organizations.

What if the case is assigned to WASHCAP or HCS?

  • To contact WASHCAP, call: 1-877-380-5784.
  • For a case transfer from HCS, contact the HCS office that the client is currently assigned to. For a list of local service offices and resources, see Find Local Services, Information, and Resources

Online processing

How do I transfer a case from one CSO to another?

To transfer a case to another Community Service Office (CSO):

  1. Go to the Case Actions page.
  2. From the Case Actions page, in the Change of Circumstances section, select Start Changes.
  3. On the Assistance Units (AU) page for the AU to be transferred, select the appropriate CSO from the Current CSO drop-down box.
  4. Repeat Step 3 for each AU to be transferred.
  5. Confirm Benefits and Commit Changes.

How do I prevent AUTO case transfers?

To prevent a case from being transferred to another Community Service Office (CSO):

  1. Go to the Case Actions page.
  2. From the Case Actions page, in the Change of Circumstances section, select the ongoing benefit month from the Benefit Month drop down list and click the Start Changes link.
  3. On AU Details page for the Assistance Unit (AU), click the Auto Reassign Override checkbox.
NOTE: A checked box prevents an AU from being AUTO reassigned during overnight batch processing.  A blank checkbox allows the AU to be reassigned to the CSO of Residence during overnight batch processing.  For more information see:  When are cases AUTO transferred to another CSO?

See ACES Screens and Online Pages for an example of pages or screens used in this chapter.