A collateral contact is used when the CAO is unable to obtain necessary verification through electronic data sources and an individual cannot provide necessary verification. The contact may be made in person, through the mail, or by telephone with anyone expected to give reliable information. This may be an employer, a neighbor, a landlord, a community social service agency, or any third party. If a collateral contact has limited English skills, the CAO will use language services (for example, bilingual staff, interpreters, or translations).
The CAO will tell the individual to contact a third party to get the required proof.
The CAO will make a collateral contact when:
The individual has made every possible effort to get the information but could not.
The information provided needs to be explained and the CAO feels a collateral contact would give better results.
The CAO decides that they must make a quick decision to avoid unnecessary hardship for the individual.
The CAO suspects the individual is keeping back information or has not given true information.
The CAO knows the individual cannot get required proof.
If the collateral contact requires a written consent from the individual for the needed verification to be released, the CAO will require the individual to sign an Authorization for Release of Information Form (PA 4).
(See Section 378.2, Client Responsibility.)
55 Pa. Code § 201.4(2)(i) 55 Pa. Code § 201.4(2)(ii)
The consent of the applicant is not needed for the following contacts. If the following contacts want proof of the applicant’s consent, the CAO will attach a copy of the PA 4 to a written request.
Public records, such as courthouse records, vital statistics, and motor vehicle registration.
Employers, for information for which release is required by Section 487 of the Public Welfare Code.
Banks, for information for which release is required by Section 487 of the Public Welfare Code.
The CAO will try to tell the individual before contacting a third party for information.
Exception: The CAO does not need to tell the individual if the contact is being made because fraud is suspected.
The CAO will use collateral contacts carefully and with planning. Every effort will be made to make sure that good relationships are maintained with sources of information.
NOTE: For a list of forms for requesting information or proof from a third party, see Appendix A.
Updated May 26, 2016, Replacing February 14, 2012