DTA Assistance Phone Line - unable to take calls today! Are your SNAP and cash assistance clients getting served ??

We are hearing ongoing rumblings of problems getting through to DTA. One example from today from a community advocate:  

 

"Every time I have tried to call DTA'€™s new main number or the recipient services line, I get the same message: âDue to an extremely high volume of calls, we are unable to connect you to a case manager. Please call back again. Then the message directs people to MAP and then… The end –i t hangs up on you!"

 

We are most worried about unassisted clients.  

 

 

a) Send an email ASAP to DTA Assistant Commissioner Anne O'Sullvan with specifics of when you called, what happened.  Her email is: anne.o'sullivan@state.ma.us 

 

b) Call the local DTA Office Director (see attached list provided to us by DTA on 10/29/14, may not be 100% up to date, but try it)

 

c) Click on and out the following Complaint Tracking Form we've posted as a Google Doc for easy fill out. 

 

Here's a link to our MLS web page on "Business Process Redesign" with the DTA Assistance Unit phone number and implementation information. We are very worried this hastily created system is not working as planned.