Identity Documents

California LifeLine program rules require live document capture in Telgoo5 at time of enrollment — no uploads from device gallery, no storage on agent device — RTR Reviewers should verify capture metadata in Telgoo5.

Verify on every ID: First name · Last name · DOB · Address matches application · Document not expired · Photo matches subscriber
Current CA DL — field locations
California DRIVER LICENSE ★ PHOTO Signature DLY1234567 CLASS C EXP01/15/2028 LNCARDHOLDER FNJANE 1234 MAIN STREET ANYTOWN, CA 90001 DOB03/22/1985 RSTR NONE SEX F HAIR BRN EYES BRN HGT 5-04 WGT 130 lb ISS 01/15/2024 ★ ① EXP — check first ② LN = Last · FN = First ③ Address — must match ④ DOB — verify age 18+ ⑤ REAL ID bear + star Sample — fictional data — for training use only
Expired DL = automatic deny. Check EXP date before anything else.

Field checklist

  • ① EXP Upper right, red text on modern cards. Must not be past today's date.
  • ② LN / FN Last name and first name on separate lines. Must match application exactly — including hyphenated names.
  • ③ Address Printed on card — must match enrollment address. P.O. Box not acceptable.
  • ④ DOB Labeled DOB, red text on current format. Confirm subscriber is 18 or older.
  • ⑤ REAL ID Gold bear + gold star upper right. Both REAL ID and standard DL accepted for LifeLine enrollment.
  • LIMITED-TERM DL: acceptable — expiration may be shorter, read carefully.
  • Vertical card (under-21): acceptable — "UNDER 21 UNTIL [date]" at top, all fields rotated 90°.
  • Expired · Prison ID · Employee ID · School ID · novelty "NOT AN OFFICIAL DOCUMENT" cards: all rejected.

Image quality in Telgoo5

  • All four corners visible — no cropping.
  • EXP, DOB, and name fields clearly readable — not blurred or glare-obscured.
  • Photo on card visible and matches the subscriber in front of you.
  • Capture live in Telgoo5 only — no uploads from device gallery. Do not store image on your device.

U.S. Passport / Passport Card

  • Expiration: data page (blue book) or front of passport card. Must be current.
  • Full legal name — confirm first and last match application.
  • DOB on data page labeled "Date of Birth" — must match application.
  • Passport does not include address — use a secondary document if address confirmation is needed.

Foreign Passport + Valid U.S. Visa

  • Foreign passport with a current, valid U.S. visa stamp — accepted per CPUC rules.
  • Confirm visa expiration is current and matches subscriber status.
  • Mexican Consular Card (Matrícula Consular — 2006, 2014, 2015 and later): accepted as identity proof.

Permanent Resident Card

  • Expiration on front — must be current.
  • Name and DOB on card front — must match application.
  • Temporary I-551 stamp in passport also acceptable.

U.S. Military ID

  • Active duty, Reserve, National Guard, dependent — all accepted.
  • Expiration on card — must be valid.
  • Name and DOB on front — must match application.

Tribal ID Card

  • Must be issued by a federally recognized tribe.
  • Must include DOB and/or SSN to qualify as identity proof.
  • International Driver's Document: address proof only — must be paired with a separate photo ID.

Medi-Cal — Benefit Identification Card (BIC)

Most common qualifying program. Only the BIC card is accepted. Review team verifies active status in SPIA — no phone call required for Medi-Cal.

Only the BIC is accepted. Temporary Medi-Cal paper notices = rejected. Approval comment must include last 4 digits of the CIN.
Current — flower logo
Medi-Cal Benefit Identification Card ✿ MEMBER NAME CARDHOLDER, JANE A MEMBER ID (CIN) 12345678A12345 EFFECTIVE DATE 01/01/2025 CIN — 14 chars Eff. date — within 1 year Sample — fictional
Standard white/blue BIC
California Medi-Cal BENEFIT IDENTIFICATION CARD NAME:SAMPLE, JOHN ID NUMBER:87654321B54321 EFFECTIVE:06/01/2024 CIN — 14 chars Sample — fictional
Managed care plan card
Health Net Medi-Cal Managed Care MEMBER NAMESAMPLE MEMBER MEDI-CAL ID / CIN11223344C56789 EFFECTIVE DATE03/01/2025 CIN must be visible Sample — fictional

Field checklist — all BIC formats

  • CIN 14 characters: 8 digits + 1 letter + 5 digits. Count every character.
  • Effective date Must be within 12 months of enrollment date. Expired = deny.
  • Name First and last must match application. Overwritten or altered = soft deny.
  • Capture Front AND back of card required for all BIC formats.
  • Managed care card: acceptable only if Medi-Cal CIN and effective date are both clearly visible.
  • Temporary paper Medi-Cal notice: rejected. Soft deny: "BIC card required as proof of MEDI-CAL."
  • Blurry or cropped image: soft deny. "Please resubmit a clearer, fully legible image."

Review team process

  • Review team verifies active status in SPIA — no phone call required for Medi-Cal.
  • Approval comment: CA APPROVAL, VIEWED CA MEDICAL CARD: XXXX (last 4 of CIN).
  • Uncertain on card format? Escalate to RTR Compliance Lead before approving.

CalFresh / SNAP

Golden State Advantage EBT card and Notice of Approval are the accepted proof documents. Generic SNAP letters no longer accepted as of September 2024.

Generic SNAP letters no longer accepted (Sept 2024). Physical EBT card or Notice of Approval required.
Manual orderPhone/IVR verification required when processing manually.
SPIA enrollmentNo phone verification needed — SPIA confirms active status electronically.
EBT card — front
Golden State Advantage ELECTRONIC BENEFITS TRANSFER 4234 5678 9012 3456 CARDHOLDER NAME JANE SAMPLE EBT ① Last 4 digits — note in order ② Name — must match application Sample — fictional data
EBT card — back (CS number location)
AUTHORIZED SIGNATURE Customer Service: 1-877-328-9677 Number is county-specific — always use number on this card.

Manual order — verification steps

1
Capture front — confirm name matches application. Note last 4 digits of 16-digit card number.
2
Capture back — required to obtain the customer service number. Back capture is always required for manual verification.
3
Call the CS number on the back of the card. Enter card number in IVR when prompted.
4
IVR confirms: account active · balance available · not reported lost, stolen, or cancelled.
5
Note last 4 digits and IVR confirmation in order approval comment.
Fraud check: If the CS number is invalid, disconnected, or rings to a non-government line — treat as a fraud indicator. Escalate immediately. Do not attempt alternate numbers from the subscriber.

Receipt — when subscriber has one

  • Must be dated within 7 days of enrollment.
  • Must show last 4 digits of EBT card and transaction date.
  • A valid receipt strengthens the submission — phone verification is the primary method when no receipt is present.
Notice of Approval — field locations
COUNTY DEPARTMENT OF SOCIAL SERVICES California Department of Social Services NOTICE OF ACTION CalFresh Benefits — Notice of Approval DATE ISSUED:04/20/2026 CASE NUMBER:CA-2026-123456 RECIPIENT NAME:SAMPLE, JANE A ADDRESS:1234 MAIN ST, ANYTOWN CA 90001 Your CalFresh application has been approved. MONTHLY BENEFIT:$XXX.00 BENEFIT PERIOD:04/01/2026 — 03/31/2027 ① Date — within 7 days? ② Case # for IVR ③ Name — must match ④ Active period — covers today? Sample — fictional data
Within 7 days of enrollment: accepted without additional verification.
Older than 7 days: IVR verification required using the case number.

Field checklist

  • ① Date issued Check first. Within 7 days = proceed. Older = IVR required.
  • ② Case number Near top. Required for IVR if document is older than 7 days.
  • ③ Name First and last must match application exactly.
  • ④ Benefit period Confirm active period covers today's enrollment date.
  • Document must explicitly state CalFresh or SNAP benefits.
  • Generic SNAP letters: rejected since September 2024.

IVR verification — when required

1
Locate the case number on the Notice of Approval.
2
Call CalFresh customer service — county-specific number. Use number on back of subscriber's EBT card if available.
3
Enter case number in IVR. System reports active or inactive status.
4
Active = proceed, note case number in order. Inactive = stop, advise subscriber to contact county CalFresh office.

Income Eligibility

Household total annual gross income must be at or below CPUC limits. All members sharing income or expenses are counted. W-2 is accepted at SafetyNet Wireless.

Use GROSS pay — not net/take-home. Three consecutive stubs within the past 12 months required.
Pay stub — key fields
SAMPLE COMPANY INC — PAYROLL STATEMENT EMPLOYEE:CARDHOLDER, JANE A PAY DATE:04/20/2026 FREQUENCY:BI-WEEKLY DESCRIPTIONTHIS PERIODYTD Regular Pay$1,346.15$14,807 GROSS PAY$1,346.15 Federal Tax-$134.62 State Tax-$53.85 NET PAY$1,054.70 ① Pay date — within 3 months ② GROSS — not net pay Sample — fictional data

Field checklist

  • ① Pay date Within past 3 months. Need 3 consecutive stubs — sequential pay periods, no gaps.
  • ② Gross pay Use GROSS — not net/take-home. Gross is before taxes and deductions.
  • ③ Pay frequency Weekly / biweekly / semi-monthly / monthly — needed to annualize.
  • Employee name must match application. Middle name on stub but not on ID = acceptable.
  • All household members' income must be counted — not just the applicant's.

Annualize gross pay

  • Weekly Gross × 52
  • Biweekly Gross × 26
  • Semi-monthly Gross × 24
  • Monthly Gross × 12

Quick annualizer

Estimated annual gross income

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W-2 is accepted at SafetyNet Wireless. Use Box 1 — Wages, Tips, Other Compensation — as the annual gross income figure.
Form W-2 — field locations
W-2 Wage and Tax Statement — Dept of Treasury IRS 2025 Tax Year2025 a Employee SSNXXX-XX-6789 b Employer EIN12-3456789 c Employer name, address, ZIP SAMPLE COMPANY INC — 123 BUSINESS AVE, ANYTOWN CA 90001 1 Wages, tips, other compensation $35,000.00 2 Federal income tax withheld $3,500.00 e Employee name JANE A CARDHOLDER 1234 MAIN ST, ANYTOWN CA 90001 15 StateCA 16 State wages$35,000.00 17 State tax withheld$1,225.00 ① Tax year ② Box 1 — use this annual gross income ③ Name — must match Sample — fictional data — training use only

Field checklist

  • ① Tax year Top right. Must be current or prior tax year. Older years not acceptable.
  • ② Box 1 Wages, Tips, Other Compensation — the annual gross income figure. Do not use Box 3, 5, or 16.
  • ③ Name First and last must match application. Middle initial on W-2 but not on ID = acceptable.
  • ④ Address Employee address on W-2 can support address verification if needed.
  • Employer name, address, and EIN confirm it is a legitimate employer document.
  • Note last 4 digits of SSN (Box a) in order comments.
  • Multiple W-2s (multiple employers): add Box 1 from each. Total combined = household income for that subscriber.
  • If Box 1 is blank or $0 — do not approve. Request a different income document.
Front page only required. Both front and back images must be captured and submitted. Return must be signed and dated.
Form 1040 — front page
Department of the Treasury — IRS Form 1040 U.S. Individual Income Tax Return 2025 2025 First name / initialLast name JANE A CARDHOLDER 1234 MAIN ST, ANYTOWN, CA 90001 Income 1a. Total wages, salaries, tips$35,000 2b. Taxable interest$0 7. Other income$0 11. Adjusted Gross Income (AGI)$35,000 Sign Here SignatureDate: 04/15/2026 ① Tax year ③ Line 11 AGI — use ④ Signed + dated Sample — fictional data — training use only

Field checklist

  • ① Tax year Current or prior year. Accepted: 1040 · 1040A · 1040EZ · 1040NR · CA 540 · CA 540A · CA 540 2EZ · CA 540NR.
  • ② Name First and last must match application. First + middle + last on return but first + last on ID = acceptable.
  • ③ Line 11 — AGI Adjusted Gross Income. Use this figure — accounts for all household income on the filing.
  • ④ Signed + dated Return must be signed and dated. Unsigned = not valid.
  • Note last 4 digits of SSN in order comments.
  • 1099 also accepted — approval comment must include all 9 digits of SSN.
SSA / SSI award letters also serve as address proof — subscriber address is printed on the letter.
SSA / SSI award letter — field locations
Social Security Administration Office of Earnings and International Operations Wilkes-Barre, PA 18769-0001 Date:January 15, 2026 Claim Number:XXX-XX-6789A JANE A CARDHOLDER 1234 MAIN STREET, ANYTOWN, CA 90001 YOUR BENEFIT INFORMATION Benefit Type:Supplemental Security Income (SSI) Monthly Amount:$943.00 Effective:January 1, 2026 Annual: $943 x 12 =$11,316.00 ① Date — within 12 mo. ② Name match ③ Monthly x 12 = annual Sample — fictional data

Field checklist

  • ① Date Within 12 months. Confirm benefit is still active — no termination notice present.
  • ② Name First and last must match. Middle initial differences acceptable.
  • ③ Monthly benefit Multiply by 12 for annual income comparison to CPUC limits.
  • Benefit type must be clearly stated — SSI, SSDI, SS Retirement, etc.
  • Also accepted: VA pension · Unemployment Compensation · Workers' Comp · Retirement/pension · Alimony / child support.
Household sizeAnnual income limit
1 person$24,200
2 people$32,600
3 people$41,100
4 people$49,600
5 people$58,100
6 people$66,600
7 people$75,100
8 people$83,600
Each additional member: add $8,500 · Effective June 1, 2025 through May 31, 2026 · Verify current limits in Telgoo5 each June 1

Income eligibility checker

Household income rules

  • Count ALL members who share income or expenses — not just the applicant.
  • A household is a group of people who live together and share income or expenses.
  • Two people at the same address each receiving a benefit: both must complete an IEH Worksheet demonstrating separate households.
  • Do not count members who file separately and do not share expenses — verify carefully.

Fraud Indicators

RTR Reviewers are the gatekeepers before final approval. If a submission shows any of the indicators below, deny or return it for recapture. Approving a questionable enrollment exposes SafetyNet to clawback and CPUC reporting risk.

Any document that appears altered, overwritten, or inconsistent must be escalated — never approved in the field. Commissions paid on fraudulent enrollments are subject to full clawback.
Altered expiration date Deny submission
!
EXP date appears in a different ink color, font, or size — overtyped or hand-written over the original.
!
Laminate appears raised, bubbled, or cut near the expiration field — signs of physical alteration.
→
Action: Deny submission Do not approve the submission. Escalate to RTR Compliance Lead.
Photo or DOB inconsistency Deny submission
!
Photo on ID does not match the person in front of you. Age in photo significantly inconsistent with stated DOB.
!
DOB would make subscriber under 18 — California LifeLine requires applicants to be 18 or older.
→
Action: Deny submission Return for recapture with a different ID. Escalate if subscriber insists on using that document.
Novelty or non-government ID Reject immediately
!
"NOT AN OFFICIAL DOCUMENT" printed on front — novelty cards that mimic the CA DL layout.
!
Prison ID, employee badge, school ID — none are acceptable identity proof.
→
Action: Decline Government-issued photo ID required. Do not approve.
Photo of a photo / cropped corners Soft deny
!
Image appears to be a photo of a photo — screen bezel or frame visible around the ID.
!
Corners cropped so EXP, name, or DOB is not visible — intentional or not, cannot be approved.
→
Action: Soft deny Return for live recapture in Telgoo5. If subscriber refuses, deny submission.
Overwritten fields on BIC card Deny submission
!
Name, CIN, or effective date appears written over, crossed out, or corrected by hand.
!
CIN does not follow 14-character format (8 digits + 1 letter + 5 digits).
→
Action: Stop Soft deny: "Medical card not acceptable — field has been overwritten." Escalate to review team.
Name mismatch — BIC vs. application Soft deny
!
Name on BIC does not match the application — even slight differences must be flagged.
!
Subscriber claims card belongs to a family member — BIC is individual and non-transferable.
→
Action: Soft deny "Name on card does not match the application. Please submit valid proof of subsidy."
EBT card inactive / reported stolen Deny submission
!
IVR reports card inactive, cancelled, or flagged — subscriber may be presenting a deactivated card.
→
Action: Stop Advise subscriber to contact their county CalFresh office. Do not approve.
Temp Medi-Cal notice presented as BIC Wrong document
!
Paper or printed temporary notice — not the plastic BIC. Some subscribers genuinely don't know the difference.
→
Action: Soft deny "BIC card required as proof of MEDI-CAL." Explain subscriber needs the physical plastic card.
Fabricated or altered pay stub Stop — escalate immediately
!
Employer name, address, or EIN appears invalid — generic name, no address, or missing EIN.
!
Three "consecutive" stubs show identical gross amounts with zero variation — real stubs typically vary.
!
Income figures appear edited — different font, spacing, or alignment from surrounding fields.
→
Action: Stop Do not submit. Escalate to review team with specific detail on the inconsistency.
Tax return inconsistencies Escalate
!
Return is unsigned or undated — not valid as income proof regardless of income amount.
!
Line 11 AGI inconsistent with lines above it, or shows visibly different formatting.
→
Action: Soft deny or stop Request a different income document. If alteration suspected, escalate immediately.
Income always just under the limit Note pattern
!
If income documents consistently show amounts exactly at or just below the threshold across multiple enrollments from the same agents, the RTR team will flag the pattern.
→
Action: Pattern noted Individual case — proceed normally if documents are valid. Recurring pattern = compliance review.
agent completing subscriber's section Zero tolerance — stop immediately
!
Signing, initialing, or completing any portion of the subscriber's certification on their behalf — even if the subscriber "gives permission."
!
Entering subscriber's personal information (SSN, DOB, address) without the subscriber present and providing it directly.
→
Action: Zero tolerance Immediate agent authorization termination, full clawback, and CPUC reporting. No exceptions.
Duplicate household enrollment Stop — verify IEH
!
Two subscribers at the same address, neither has completed an IEH (Independent Economic Household) Worksheet.
→
Action: IEH required Both subscribers must complete and submit an IEH Worksheet before enrollment can proceed.
Incentive or payment offered to subscriber Zero tolerance
!
Offering cash, gift cards, merchandise, or any incentive in exchange for enrollment — regardless of amount.
!
Charging the subscriber any fee, copay, or tax for the device or service — prohibited under California LifeLine program rules.
→
Action: Zero tolerance Immediate agent authorization termination. CPUC reporting and potential civil or criminal referral.
Credential sharing Zero tolerance
!
Sharing Telgoo5 login credentials with anyone — even another agents at the same location. All activity under your credentials is your responsibility.
→
Action: Zero tolerance Immediate suspension pending investigation. Each Each RTR Reviewer is individually credentialed — never share. All review decisions logged under your credentials are your responsibility.
Invalid or disconnected CS number Fraud indicator — stop
!
Customer service number on the back of the EBT card or Notice of Approval is disconnected, rings to a non-government line, or is otherwise invalid.
!
A fraudulent document may carry a fake or altered phone number specifically to prevent verification. An invalid number is itself a red flag — not just an inconvenience.
→
Action: Deny submission Treat as a fraud indicator. Escalate to review team. Do not use alternate numbers offered by the subscriber.
Subscriber coaching the RTR Reviewer Red flag — stay alert
!
Subscriber provides word-for-word instructions on how to complete the application — especially for income or household fields.
!
Subscriber arrives with a pre-filled document with all information ready before the the agent has asked any questions.
→
Action: Proceed with caution Verify all documents independently. If information cannot be confirmed by documents, do not proceed.
When in doubt — escalate Always the right call
i
RTR Escalation: RTR Compliance Lead. Always better to delay a legitimate enrollment than approve a fraudulent one.
i
Document the specific concern when escalating — what looked wrong, what the subscriber said, what the IVR returned. Detail protects you.
i
Commissions on fraudulent enrollments are subject to full clawback regardless of whether the the agent knew the enrollment was fraudulent.

Fraud Gallery

Reference library of known fraudulent ID and document examples flagged in RTR review. Click any thumbnail to enlarge. All images stored locally — export the gallery as JSON to share with your team.

⚠ Redaction reminder: Even though the data on these documents is fabricated, photos, names, DOBs, and DL numbers can match real people via synthetic identity fraud. Always redact face, name, full address, DL number, and signature before adding a new example. Keep only the fraud indicator visible.
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