I retired from the Hopewell Virginia Department of Social Services on February 1, 2011. I was a food stamp and Medicaid worker.
There was a time when a Medicaid recipient had to put her request in writing if she wanted her Medicaid case closed. That policy changed effective February 1, 2009. Part M1520.403A page 10a of the Medicaid manual states that the request can be in writing or verbal.
The eligibility worker probably did not realize the policy had changed and just told Ms. Cadwell to put the request in writing. Ms. Cadwell met her obligation when she made the phone call to her caseworker.
I could speculate about what happened to her written request but I won’t go there.