IVR/DTA Connect issues today & timeline to request replacement SNAP!

FoodSNAP
03/06/18


Monday, March 6: IVR and DTA Connect issues 

As of this morning DTA is experiencing technical difficulties with the DTA Assistance Line IVR, DTA Connect, and the My Account Page. You may notice error messages when trying to use these services. When the issue is resolved we will let you know. 

Replacement SNAP benefits

As of yesterday afternoon, about 50,000 households in the state were still without power. We worry that thousands of SNAP households will be struggling with lost electricity and spoiled food. If a SNAP household loses food purchased with SNAP due to a power outage (of 4 hours or more) they can request replacement SNAP. 
 
DTA has been very proactive on this front and posted a message on the DTA Assistance Line and on Mass.gov/DTA. The DTA Assistance Line currently tells all callers: "Did you lose food due to power outage from recent storm? You may be eligible for replacement SNAP benefits. You can report food loss by speaking with a case manager or by submitting a written statement. Please note you must report this loss to DTA within 10 days of when the loss occurred. For more details visit Mass.gov/DTA." Thank you to DTA for taking this proactive step and informing SNAP households of the right to request replacement SNAP! 

Steps to take:
  1. The SNAP household must report the loss of food verbally or within writing within 10 days of the food loss. If they get cash benefits, the client should call their DTA case worker. If they only get SNAP, call DTA at 877-382-2363. The client can also mail, fax, or send through DTA Connect a written statement of food loss to DTA. Note - while services are down today, we recommend faxing a report to DTA, or sending a secure email to the DTA Ombudsman office. 
  2. The household must then complete the DTA Request for Replacement SNAP form and submit it to DTA within 10 days of reporting the loss. If SNAP households submit the form within 10 days of the food loss, they do not need to make a separate report first. 
  3. DTA will confirm what happened by contacting a third party, using news reports or, in unusual cases,visiting the client's home.  
  4. DTA should issue replacement SNAP quickly - either within 10 days of getting the report of the food loss, or within 2 days of getting the completed form – whichever is later.

For more information on replacement SNAP Benefits, visit our Mass Legal Services page here.