CAA CAA Case Management and Resource Navigation 3

Question 1

An applicant's case has been open for several weeks with no resolution. What should an Application Assistant do?

Accepted Answer

Proactively follow up with the relevant department, document all contacts, and update the applicant on status

Answer

Wait passively for the agency to act

Answer

Close the case due to inactivity

Answer

Advise the applicant to contact their elected representative immediately

Question 2

What is the difference between a referral and a resource in case management?

Accepted Answer

A referral is the act of directing an applicant to a specific service; a resource is the service or organization itself

Answer

They are interchangeable terms

Answer

A resource is a legal document; a referral is an informal suggestion

Answer

Referrals require payment while resources are always free

Question 3

Under what circumstances should an Application Assistant escalate a case to a supervisor?

Accepted Answer

When the case involves safety concerns, potential fraud, complex policy questions, or is beyond the assistant's authority to resolve

Answer

Only when the applicant specifically requests it

Answer

Never, since assistants handle all cases independently

Answer

Only when the applicant files a formal complaint

Question 4

What is the purpose of periodic case review in long-term benefit cases?

Accepted Answer

To reassess the applicant's current needs, continued eligibility, and whether the service plan should be updated

Answer

To generate paperwork for internal audits only

Answer

To automatically terminate benefits after a set period

Answer

To collect new application fees

Question 5

Which federal program provides cash assistance to low-income families with children in the United States?

Accepted Answer

TANF (Temporary Assistance for Needy Families)

Answer

WIC

Answer

Medicare

Answer

CHIP

Question 6

When an applicant is referred to a community partner organization, what follow-up step is most important for quality case management?

Accepted Answer

Confirm the applicant connected with the partner and document the outcome in the case file

Answer

Assume the referral was successful and close the case immediately

Answer

Contact the partner organization on behalf of the applicant without informing them

Answer

Wait for the partner to initiate contact with the agency