Standards of Promptness (SOP)

Created on: 
Nov 08 2019

Online Processing

Mainframe Processing

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

What is a Standard of Promptness (SOP)?

An SOP is the number of days the Department has to process an application for benefits and starts the day after the application is received. The program code and type determine the length of the SOP for each Assistance Unit.

For more information, see EA-Z Manual - WAC 388-406-0035 How long does the department have to process my application?

What are the current Standards of Promptness (SOPs)?

SOPs in Calendar Days

BASIC FOOD - Expedited

7

BASIC FOOD - Non-Expedited

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 - Refugee Assistance (RF) and Pregnant Women (GS)

30

MEDICAL - Disabled

45

MEDICAL - auto-screened S03 Program

30

ALL OTHER PROGRAMS

45

Online Processing

How can I find the Standard of Promptness (SOP) date for a pending Assistance Unit (AU)?

The SOP default date or SOP extension date for a pending AU displays on the AU Details page.

How does ACES use Standards of Promptness (SOPs)?

When an intake interview hasn't been initiated on a pending cash, medical, or AUTO-screened Qualified Medicare Beneficiary (S03) Assistance Unit (AU), ACES AUTO denies the AU based on the SOP default or extension date on the AU Details page, whichever is greater. The denial occurs on the following business day when the SOP date falls on a Saturday, Sunday or holiday. The denial occurs regardless of actions taken on any related AU.

For Basic Food AU(s). ACES AUTO denies the pending AU on the SOP date, whether the interview has been initiated or not. If the Basic Food AU is a Reconsidered Application (RA), then the denial occurs on the 60th day. The denial occurs on the following business day when the SOP or 60th day falls on a Saturday, Sunday or holiday. No denial letter generates for an ACES AUTO denied Reconsidered Application (RA) Basic Food AU(s).

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

What is a Standard of Promptness (SOP) extension date?

Users can enter a date in the SOP Extension Date field on the AU Details page when it is necessary to extend the SOP date to prevent an Assistance Unit (AU) from being denied on the regular SOP date.

When an extension date is entered, a reason must also be entered in the Delay Reason field.

How does ACES notify me about pending applications that have not been finalized prior to the Standard of Promptness (SOP) date?

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

  • The intake interview has been initiated.
  • The intake interview hasn't been initiated and there is no appointment scheduled in ACES.

When is there good cause for not processing an application by the Standard of Promptness (SOP) date?

In addition to the following chart, see the following WACs regarding good cause for not processing an application by the SOP date:

NOTE: Some reports about delayed processing of applications are based on the entries made in the Delay Reason field on the AU Details page. The reports distinguish delays with and without reasons that are considered good causes.

Delay Reason Codes

Use for SOP Reason Code

Use for

Good Cause?

Appointment Scheduled Beyond the SOP (AS)

  • AUTO populates when appointment in ACES is scheduled beyond the SOP.
  • Cash
  • Medical

Yes, when client re-schedules appointment beyond SOP.

AUTO Open SSI (AO)
  • AUTO populates when an Assistance Unit (AU) is AUTO created during the SSI AUTO Open process.
  • Medical
Yes

Confined to Facility (CF)

  • Use when a client is currently in a facility.
  • 1290/1088 Applications

Yes

Confined to Facility Awaiting Verf. (CV)

  • Use when a client is currently in a facility and the medical verification is pending.
  • 1290/1088 Applications

Yes

Late Functional Assessment (FA)
  • Use when there is a delay in obtaining a Functional Assessment.
  • Medical
Yes

Late Additional Request (LA)

  • Use when additional information was not requested within five calendar days of the date the need became known.
  • Cash

No

Late Medical (LM)

  • 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, but the incapacity decision is delayed.
  • Cash
  • Medical

Yes

Late Process (LP)

  • Use when application is not processed within five calendar days of date all necessary information received.
  • Cash

No

Late Request (LR)

  • 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.

Late Verf. (LV)

  • Use when all verification is not received within 10 days of request.
  • Cash
  • Medical

Yes

No Good Cause (NG)
  • Use when no good cause reason exists.
  • Cash
  • Medical
No

Not Documented (ND)

  • Use when good cause exists, but was not documented timely.
  • Cash

No

 

Other (OT)
  • 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

Out of State Contact (OS)

  • Use when out of state/intercity contacts needed because no other verification is available.
  • Cash

Yes

Property Appraisal (PR)

  • Use when an extensive property appraisal is needed.
  • Cash
  • Medical

Yes

 

Reconsidered Application (RA)

  • Cash
  • Medical
  • Food

Yes

WorkFirst Participation (WF)

  • Use when the application has been pending beyond 30 days and the applicant is in the process of re-qualifying for WorkFirst.
  • Cash

Yes

SOP Date Equal to Weekend or Holiday (WH)

  • System generated when the Standard of Promptness SOP date falls on a weekend or holiday.
  • Cash
  • Medical

Yes

Mainframe Processing

How can I find the Standard of Promptness (SOP) for a specific program type?

ACES stores SOP time limits as parameters. To view the SOP for a specific program, take the following steps:

  1. From the WMEN screen, 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. In the Selection field on the PHIT screen, enter [01] and <TRANSMIT>.

How can I find the Standard of Promptness (SOP) date for a pending Assistance Unit (AU)?

The SOP default date or SOP extension date for a pending AU displays on the PEND screen. For more information about the PEND screen, see Mainframe Screen  - PEND - APPLICATION PENDING INTAKE SCREEN

How does ACES use Standards of Promptness (SOPs)?

When an intake interview hasn't been initiated on a pending cash, food, medical, or AUTO-screened Qualified Medicare Beneficiary (S03) Assistance Unit (AU), ACES AUTO denies the AU based on the SOP date on the PEND screen or the SOP Extension Date on the MISC screen, whichever is greater. The denial occurs on the following business day when the SOP date falls on a Saturday, Sunday or holiday. The 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 15th, 30th, 45th, or 60th day (depending on program type) from the application date. For more information, see EA-Z Manual - WAC 388-406-0055 When do my benefits start?

What is a Standard of Promptness (SOP) extension date?

Users can enter a date in the SOP Extension Date field on the MISC screen when it is necessary to extend the SOP date to prevent an Assistance Unit (AU) from being denied on the regular SOP date.

When an extension date is entered, a reason must also be entered in the Delay Reason Code field on the MISC screen.

How does ACES notify me about pending applications that have not been finalized prior to the Standard of Promptness (SOP) date?

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

  • The intake interview has been initiated.
  • The intake interview hasn't been initiated and there is no appointment scheduled in ACES.

When is there good cause for not processing an application by the Standard of Promptness (SOP) date?

In addition to the following chart, see the WACs below regarding good cause for not processing an application by the SOP date:

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.

Delay Reason Codes

Use for SOP Reason Code

Use for

Good Cause?

[AS] - Appointment Scheduled Beyond the SOP

  • AUTO populates when appointment in ACES is scheduled beyond the SOP.
  • Cash
  • Medical

Yes, when client re-schedules appointment beyond SOP.

[AO] AUTO Open SSI
  • AUTO populates when AU is AUTO created in the SSI AUTO Open process.
  • Medical
Yes

[CF] - Confined to Facility

  • Use when a client is currently in a facility.
  • 1290/1088 Applications

Yes

[CV] - Confined to Facility Awaiting Medical Verification

  • Use when a client is currently in a facility and the medical verification is pending.
  • 1290/1088 Applications

Yes

[FA] Late Functional Assessment
  • Use when there is a delay in obtaining a Functional Assessment.
  • Medical
Yes

[LA] - Late Additional Request

  • Use when additional information was not requested within five 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, but the incapacity decision is delayed.
  • Cash
  • Medical

Yes

[LP] - Late Process

  • Use when application is not processed within five 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

[NG] - No Good Cause Reason
  • Use when no good cause reason exists.
  • Cash
  • Medical
No

[ND] - Not Documented

  • Use when good cause exists, but was not documented timely.
  • Cash

No

 

[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

[OS] - Out of State Contact

  • Use when out of state/intercity contacts needed because no other verification is available.
  • Cash

Yes

[PR] - Property Appraisal

  • Use when an extensive property appraisal is needed.
  • Cash
  • Medical

Yes

 

[RA] - Reconsidered Application

  • 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.
  • Cash

Yes

[WH] - SOP Date equal to Weekend or Holiday

  • System generated when the Standard of Promptness SOP date falls on a weekend or holiday.
  • Cash
  • Medical

Yes

 

 

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