1. Sponsored by Mass Law Reform Institute, Central West Justice Center and the Worcester County Food Bank June 12, 2015 SNAP Triage 101: How to Troubleshoot and Fix Erroneously Closed SNAP Cases

2. What are Food Stamps or “SNAP”? SNAP is “Supplemental Nutrition Assistance Program.” 100% federally funded entitlement program – no wait lists Paid through Electronic Benefits Transfer. There are 3 types of EBT cards in MA!

6. Who qualifies for SNAP? Just about every low income household! Families with children and pregnant women Seniors and persons with disabilities Unemployed and low-wage individuals or families Certain college students Eligible persons must meet US citizenship or legal immigrant rules and be a MA resident (to apply in MA) Persons must apply as a “household”- persons who live under same roof and “purchase and prepare” most food together; spouses and children under age 22 are also “required” to be in same household

7. What are the financial rules? NO asset (resource) test for most households. Gross income under 200% FPL - households with children; pregnant woman; disabled or elder (age 60+) members Gross income under 130% FPL – individuals ages 18 to 59 with no children and not disabled Must meet “net” income rules after certain deductions – after shelter, child care, medical if elder/disabled SNAP Benefit amount? Amount based on HH size. Every $3 “net” countable income reduces max SNAP benefit by $1. Check the SNAP Math!

8. What Proofs Are Required? Mandatory verifications for eligibility Identity Residence Earned and unearned income Non-citizen status (US citizenship is self-declared sworn statement, must be verified if determined questionable) Optional verifications required for deductions Medical expenses (for elder/disabled households Child support legally owed and paid out Self-declared information, to get deductions Shelter costs (rent, homeownership, utilities), unless questionable Child care/adult dependent care, unless questionable

9. What are Key SNAP rights? Sign an application the same day at DTA office Apply on-line or mail a paper SNAP application Get list of required and alternate verifications Get DTA assistance with getting verifications Get a written notice of approval/denial or termination (and how benefits were calculated) Get SNAP case reopened if missing proofs received within 30 days of closure (benefits may be prorated ) Appeal any DTA decision you disagree with Have a friend or agency help you with DTA

10. SNAP TRIAGE 101: Understanding What Happened And How To Fix It The first steps may include: Client permission to talk to DTA about SNAP case My Account Page (MAP) DTA Assistance Line and Interactive Voice Response (IVR) DTA Assistance Line and First Available Worker (FAW)

11. Client Consent to talk to DTA Verbal permission to talk to DTA You can be in the same room on speaker phone or on another line through a three-way call. Verbal permission is OK! Written permission to talk to DTA – Be sure it is faxed to DTA Document Center 24-48 hours in advance Hand written statement that is signed and dated is fine – include your organization’s name and city/town Typed consent form signed and dated also fine Include client name, DOB and Agency ID if known, or SSN ** State privacy regulations governing oral or written client consent: 106 CMR 104.040

12. The My Account Page (MAP) The MAP can show you and your client a lot of information about a case and highlight case issues. You will need: DOB, SSN, EBT Card #, name on EBT card The most helpful parts of the MAP include: The past year’s worth of notices mailed to client Document history: date received and processing status Household information: case status, status reason, monthly benefit

13. What does a MAP look like?

17. DTA Assistance Line and Interactive Voice Response (IVR) What is the IVR system? What personal data does a household need to use the IVR? EBT card number, SSN, year of birth and zip code IVR not useful if household not have EBT card (or SSN) What case information can you get out of the IVR? Status of the case, date HH next gets benefits, date of next recertification, date last document received. Sometimes it is helpful, but may not be always accurate What changes can you report to DTA via the IVR? Your new address or phone number

18. Part of IVR phone tree

19. DTA Assistance Line and First Available Worker (FAW) How to get to a FAW without entering all the personal data elements? Press 1-1-1 What to talk about with the FAW when talking with them about a case? Client’s Document History DTA notices sent to clients Case narratives (notes of prior workers in case record)

20. DTA Document History Add image of marked up document history

21. Sample DTA Case Narrative

22. Elder Client with Closed SNAP Case Mary Jones, age 80, comes to your pantry for emergency food. Her SNAP benefits stopped in February (due on EBT card on 2/5/15). She tells you she mailed some documents to DTA a while ago, but not sure when. Mrs. Jones can’t reach any DTA workers at the DTA Assistance Line She is confused and very upset. She has no car to get to the local DTA. WHAT DO YOU DO ??

23. Best Practice Tips Pre-fax a signed client statement to DTA Doc Center Note difference between signed consent and “authorized representative” form Identify FAW-name, their local office when first calling Confirm a narrative was entered before ending call Spot wrong/unnecessary requests for verification Verification Checklist and denials based on missing verifications “Best evidence available” and collateral contact

24. Sample Verification Checklist (VC-1)

26. Best Practices (cont.) Be sure to request accommodations for clients with disabilities What if FAW says s/he cannot find documents, or documents were received but never acted on? The “prioritization” concept and what can go wrong When your clients need to reapply When and how to go up the “chain of command” When to appeal (request a fair hearing)

27. DTA and Data Matching DTA receives information from lots of places (DOR, SSA, the Work Number, RMV, etc) and at different points during certification period. The biggest match is the DOR Wage Match Where does wage match information come from What does the wage match process look like for households (including semi-annual reporting) Current changes to the wage match process Common issues with wage matches Why is this an important issue to know about? How has this DOR match “changed” recently

28. DOR Employment Verification Notice

29. Contacts and Resources 2014 SNAP Advocacy Guide and other online resources: www.MassLegalServices.org and www.Masslegalhelp.org www.MassLegalServices.orgwww.Masslegalhelp.org FS/SNAP client screening through Project Bread: www.gettingfoodstamps.org www.gettingfoodstamps.org Food SNAP Coalition: listserv and monthly meetings in Boston - contact Vicky Negus, MLRI- vnegus@mlri.orgvnegus@mlri.org Trainer contacts: Weayonnoh Nelson Davies wnelsondavies@cwjustice.orgwnelsondavies@cwjustice.org Pat Baker pbaker@mlri.orgpbaker@mlri.org Maria Infante maria_infante@projectbread.orgmaria_infante@projectbread.org Worcester Food and Active Living Policy Council, Liz Sheehan Castro hungerfreeworcester@gmail.comhungerfreeworcester@gmail.com