SNAP Alert: DTA automatic interview calls- change starts this Thurs, 8/11!

FoodSNAP

Change to DTA Interview Calls

DTA is making a change to how interview calls are made in SNAP cases. This change is scheduled to happen this Thursday, August 11

Clients applying for SNAP are required to have an interview. Clients doing a recertification are also required to have an interview -- unless everyone in the household is over 60 or disabled. Clients doing an interim report should not have an interview unless something in the interim report is questionable. 

Starting Thursday, DTA workers will no longer dial and place calls to interview clients. Instead, DTA's computer system (BEACON) will automatically call. If the client picks up they will then be connected to a worker.

How will the interview calling process work?

SNAP clients who have an interview appointment scheduled will get an automatic phone call at the scheduled appointment time. If they pick up, they will hear this message:

Hello, this is DTA calling for [name] for your scheduled appointment at [time] today. To speak with a representative press 1.

If they press 1 they will be connected to a DTA worker (a "First Available Worker"). DTA has told MLRI the wait to connect to a worker should be brief-but please let us know what you hear. 

If the client does not pick up, they will be left a message stating:

Hello, this is DTA calling for [name] for your scheduled appointment at [time] today.  We will attempt to call you again in a few minutes.

Two minutes after leaving the message, the system will call back again. If the second call is not picked up, DTA will leave a second message stating:

Hello, this is DTA calling for [name]. You had an appointment scheduled with DTA today at [time], but we were unable to reach you.  Please call the DTA Assistance Line at tel: 877-382-2363 as soon as possible. Thank you.

If the client does not pick up after two tries, BEACON will automatically send a Notice of Missed Interview.

Remember: Clients do NOT have to wait until the scheduled interview! They can call DTA at any time for an interview (or, if they wish, go into a local office).

Change to Assistance Line Call Back feature

Callers who ask for a call back when calling the Assistance Line should receive an automatic call back within 24-48 hours. The process is the same as for scheduled interviews -- if the client picks up they will be transferred to a DTA worker, if they don't pick up messages will be left. 

Please let us know what you hear from clients about this change.

We think this could be helpful, but we need to hear how it is going so we can give DTA feedback and make sure any issues are fixed. Please track how this is going and tell us if:

  • clients pick up but have to wait to be connected to a worker
  • calls to clients happen when they were not scheduled or after an interview already happened
  • clients are confused
  • any other issues

Attached is the DTA Online Guide Transmission with an overview of the change.

Ongoing DTA Assistance Line challenges

We are aware there are still significant challenges getting through the Assistance Line and that this week has been particularly bad -- including dropped or blocked calls due to high call volume and very long wait times. Please continue reporting these issues to us and to DTA. 

Please let me know if you have any issues or questions. 

Attachment Size
OLGT 2016-35 Assistance line interview auto calls.pdf (73.01 KB) 73.01 KB