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Family Assistance Customer Files

RDA Number
Effective Date
Record Series Abstract
Records include but are not limited to applications, client notices, benefit issuance amount, disposition of case information, request for benefit replacement, customer interview, a change report form, personal responsibility plan (PRP), employer verification, renewal form, general release of information form, immunization records, proof of resources, drug test referral form, substance abuse evaluation, proof of identity, address, income, citizenship, and other supporting documentation.
Record Series Active
Cut Off at End of
If Other, Explain
Files are cut off upon case closure and when there is no appeal, litigation, or collection owed to the State.
Total Retention Years
Total Retention Months
Retention End Action
Disposition Notes
Data collected is used to create an electronic Customer Case File. Applications can be received in electronic or paper format. Paper records are scanned into digital format. Once digital images have been verified and indexed after 90 days the paper can be destroyed. Digital images are kept for the remainder of the retention period, then destroyed. Individual customer case files are created using the indexed information. Eligibility is determined via the digital images and or face to face interviews; and if needed by gathering additional verifications from the customer. In addition, Child Support, Temporary Assistance to Needy Families (TANF), and DHS Office of Inspector General (OIG), utilize the customer data collected in Eligibility Benefits Management System (EBMS) in their respective program functionality. At any time during the life of a customer, one could apply for or have an indirect or renewed need for benefits or claims. Customer information in the EBMS database allows the agency to determine the necessary and allowable benefit assistance to be awarded, or other financial obligations required to be reimbursed by the customer. If there is, or has been, a program violation, the agency will serve notice to the household and all records will be maintained accordingly, under a separate RDA, 2119.
Record Location
Records are located within Amazon Web Services (AWS) Cloud Datacenter in accordance with the current standards of TDHS and Strategic Technology Solutions (STS).
File Arrangement
Alpha and Numeric
Media Format Generated
Media Format Generated Summary
Electronic: Text
Paper: Sheet
Media Format Stored
Date Range
1991 to Current
Allotment Code
Annual Accumulation
172 gigabytes
Current Volume
Electronic: 3100 gigabytes
Record Value
Audit Requirements
Information Shared Outside the State
Shared Agencies
United States Department of Agriculture (USDA), United States Department of Health & Human Services (HHS), Office of Child Support Enforcement (OCSE), Internal Revenue Service (IRS), TennCare, TN Department of Children’s Services (DCS), Social Security Administration (SSA), Tennessee Commission on Aging and Disability (TCAD), Tennessee Housing Development Agency (THDA) and Local Housing Authority, Tennessee Department of Education (TDOE), Tennessee Department of Labor and Workforce Development (TDLWD), Tennessee Office of the Comptroller, Employment and Case Management Services (ECMS)
Essential Record
Yes - Original
Essential Record Stored
The essential record is housed in the Eligibility Benefits Management System (EBMS).
Essential Record Media Type
Confidential Legal Citation
7 C.F.R. 272.1 & 274.5, 45 C.F.R. 75.365, DHS Rules 1240-01-13
Does this Record Series Contain Sensitive Information?
Agency Retention
5 years
Records Center Retention Period
System Name
Eligibility Benefits Management System (EBMS)
Hardware Description
All hardware for maintaining the records series shall be maintained in Amazon Web Services (AWS) Cloud Datacenter in accordance with the current standards of TDHS and Strategic Technology Solutions (STS).
Software Description
All software for maintaining the records series shall be maintained in accordance with the current standards of TDHS and Strategic Technology Solutions (STS). The agency shall use File Types and Formats that are considered High Confidence by TDHS
System Location
Department of Human Services uses Eligibility Benefits Management System (EBMS). The electronic records are kept on a Elastic Block Storage (EBS) Volume– a Cloud hosted disk device maintained at the Amazon Web Services (AWS) Cloud Datacenter and supported by Deloitte Cloud Infrastructure Managed Services Team.
Backup Procedures
The backup procedures system shall be maintained in accordance with the current standards of TDHS and Strategic Technology Solutions (STS). Backup procedures shall be reviewed and tested annually
Disaster Recovery
The Agency shall have a detailed Disaster Recovery Plan for the system in accordance with the current standards of the TDHS and Strategic Technology Solutions (STS). Disaster Recovery plans shall be reviewed annually.
Data Migration Description
Agency shall have a detailed plan for migrating the electronic records in case of a software upgrade/change, hardware replacement, or a disaster.
Records Management Division (RMD)
No recommended changes.
Tennessee State Library and Archives
No recommended changes.
Comptroller Audit Review
We have reviewed RDA 1717 from an audit standpoint. We concur with the recommended retention and disposition specifications.
Agency Records Officer
No recommended changes.
RMD Director
RDA 1717 is a request to revise an RDA. The retention period will change from eighty years to five years and then destroy. The format will be paper/electronic. The Abstract, Cut Off, Disposition Notes, and Worksheet have been updated. Recommend approval of the request to revise RDA 1717.
Public Records Commission
PRC approves RDA 1717