To improve customer service, increase efficiency and reduce the case processing burden for case managers, the Department recently requested USDA to modify the current waiver of the face-to-face interview to allow telephone interviews at both application and recertification without the need to document hardship. Previously, SNAP eligibility interviews could be conducted by telephone without documenting hardship at recertification only. At application, a face-to-face interview was still required, unless the case manager documented a hardship reason in the case record. USDA has approved the Department’s request and has modified the waiver. Now, under the modified waiver, case managers may conduct telephone interviews at both application and recertification without the need to document hardship in the case record.
Purpose of this memo:
- describes the terms of the modified waiver;
- outlines case manager responsibilities for conducting telephone interviews; and
- discusses BEACON changes to track interview type