Refugee/Entrant Cash Assistance Appeals/Complaints

DPSS appeals and complaints processes provide assistance to benefits applicants and recipients who are unable to resolve problems through their caseworker or other district office staff and accepts general inquiries regarding benefits programs. It also provides certificates/forms assistance to people who need to document whether or not they have ever received public assistance in L.A. County; it does not provide this service to people who need this documentation for INS purposes (see separate entry for the L A County Tax Collector). There are no geographic restrictions.

Case complaints by recipients or applicants who are not satisfied with any decision made about their case, should first be to the caseworker and then to the worker's supervisor. If that fails, they can speak with the district office helpline, or, after that, the director. If the problem cannot be resolved at the district office-level, it can be brought to the attention of the Central Helpline. Central Helpline staff may act as liaison between the client and the district office.

The Central Helpline serves to mediate and facilitate case complaints and appeals from recipients to develop a resolution, if possible, and prevent the matter from becoming more severe and necessitating the intervention of the State appeals office. Applicants or recipients of CalWORKs, CalFresh, IHSS, and Medi-Cal may request appeals or fair hearings to challenge case actions. A V.I.P. Helpline is available for other governmental agencies and for attorneys, court officials and legal advocates, including those with subpoenas, who have inquiries about specific cases.

General Relief recipients who are homeless and who have received shelter vouchers from DPSS may make a complaint about shelter conditions to the BAP Vendor Hotline.