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Revision 26-2; Effective April 1, 2026
All Programs
Document how the caller was authenticated in the case record.
Staff must document the following in the case record:
- if the caller was or was not verified;
- a brief statement showing which questions were answered correctly, such as saying, caller verified Texas driver license and name of mortgage company;
- if the caller fails to correctly answer the questions, note which questions were asked and the incorrect responses given;
- if the caller came into the office and provided verification of identity or claimed hardship; and
- if an OIG referral was made via ASOIG; otherwise use the eligibility determination system functionality.