Utah myCase Portal Help for Grandparents and Kinship Caregivers

The Portal Where Everything Happens

Many benefits administered by Utah DWS can be managed through the myCase portal at jobs.utah.gov/mycase, including the Specified Relative Grant, SNAP, Child Medicaid, CHIP, and child care assistance. If you're going to navigate these programs, you need to know how to use myCase.

The portal works, but it wasn't designed with grandparents raising grandchildren in mind. Some of the language, form fields, and required steps assume you're a parent applying for your own household — not a relative applying on behalf of someone else's child. Here's how to handle the parts that trip people up.

Creating Your Account

If you don't already have a myCase account, you'll need to create one at jobs.utah.gov. You'll set up a username, password, and security questions. The account is tied to your identity — your Social Security number, not the child's.

Keep your login credentials somewhere safe. You'll return to myCase to check application status, respond to verification requests, upload documents, and complete renewals. If you forget your password, the reset process requires answering your security questions or calling DWS customer service at 1-866-435-7414.

Starting a Benefits Application

Once logged in, select "Apply for Benefits." The application covers multiple programs at once — you can check boxes for cash assistance, SNAP, medical coverage, and child care in a single submission.

The critical step for kinship caregivers: When the application asks about your household, you need to indicate that you're applying as a non-parent caretaker relative. The form will ask about adults and children in the home. List yourself as the caretaker (not as a parent) and the child or children you're caring for.

When it asks about the child's parents, indicate that the parents are absent from the home. You'll need to provide a brief explanation — incarceration, treatment, abandonment, or inability to care for the child. This establishes the child-only case and ensures your income is excluded from the cash assistance and Medicaid calculations.

Uploading Verification Documents

After submitting the application, DWS will send you a Verification Checklist (Form 214) listing the documents they need. You'll see this checklist in your myCase dashboard. Common requests include:

• Child's birth certificate
• Child's Social Security card or number
• Proof of Utah residency (utility bill, lease)
• Proof of the child's income (if any — usually child support or Social Security statements)
• Proof of relationship to the child

How to upload: From your myCase dashboard, select the pending application and look for "Upload Documents" or "Submit Verification." You can upload photos taken with your phone — pictures of documents are acceptable as long as they're legible. PDF scans also work.

Tips for successful uploads:

• Make sure the entire document is visible in the image, including edges and signatures.
• Upload one document per file when possible. If you combine multiple documents into one file, label them clearly.
• After uploading, check back within a day or two to confirm the uploads appear in your case. Occasionally, uploads fail silently.

The 30-day verification window: You have 30 days from the date on the Verification Checklist to return all requested documents. If you submit between days 31 and 60, DWS can reopen the application without requiring a new one, but benefits will be prorated from the date they receive your documents. After 60 days, you'll need to start over with a new application.

Checking Application Status

Your myCase dashboard shows the status of each program you applied for. Status labels include:

• Pending: Your application is being processed or awaiting verification documents.
• Approved: Benefits are active. The dashboard shows your benefit amount and next issuance date.
• Denied: The application was denied. A notice with the reason should appear in your messages. You have the right to appeal.

Check your myCase messages regularly. DWS sends notices, requests for information, and renewal forms through the portal's messaging system. If you miss a message, you may miss a deadline.

Renewals and Recertification

Most benefits require periodic renewal:

• SNAP: Recertified every 6 or 12 months depending on your case.
• FEP cash (Specified Relative Grant): Reviewed periodically; DWS may request updated verification.
• Medicaid: Annual renewal. DWS attempts automatic renewal first. If it fails, you'll receive a renewal form to complete.

Renewal notices come through myCase and by mail. Complete them promptly — a missed renewal can cause a gap in benefits that takes weeks to restore.

When myCase Doesn't Work

The portal can be frustrating on mobile phones. If you're having trouble completing an application or uploading documents on your phone:

• Try a desktop or laptop computer if you have access — the layout works better on larger screens.
• Visit a DWS Employment Center in person. Staff can help you complete the application on their computers.
• Call DWS customer service at 1-866-435-7414 to complete the application by phone.

Public libraries in Utah offer free computer and internet access, which can be a lifeline for caregivers without reliable home internet — especially in rural areas.

Getting Help With Your Application

If you hit a wall with myCase or don't understand what DWS is asking for, these resources can help:

• DWS Customer Service: 1-866-435-7414 (Mon–Fri)
• Utah 211: Dial 211 for referrals to local organizations that offer application assistance
• Utah Legal Services: 1-800-662-4245 for free help with benefit denials or appeals

For a comprehensive guide to every benefit available and what documents to prepare before you log in, the Utah Kinship Financial Help guide walks through each program's requirements so you can gather everything before you start the application.

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