Eligibility Interviewer how-to

How to Explain a Denial

Clear explanations reduce confusion and appeals.

Updated By the Career Education Institute Curriculum Team
Quick answer

Clear explanations reduce confusion and appeals. In short: state; explain; say, then complete the remaining steps below.

Step by step

  1. State the decision plainly.

  2. Explain the rule behind it.

  3. Say what could change it.

  4. Explain appeal rights.

  5. Offer other resources.

  6. Document the conversation.

Safety reminders for eligibility interviewers

  • Protect client confidentiality
  • Use de-escalation with upset clients
  • Follow office security procedures
  • Take breaks to prevent burnout

Eligibility · SNAP · Medicaid · TANF · Household · Gross income: see the full eligibility interviewer glossary.

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