The Online Resource for Massachusetts Poverty Law Advocates

Online Guide Transmittal 2014-05: Additions to the Business Process Redesign Book in the Online Guide

Date: 
11/07/2014
Author: 
DTA

Overview
Business Process Redesign moved the Department from a case ownership model to a First Available Worker (FAW) Model for SNAP-only eligibility determination and case maintenance. Additionally, the statewide DTA Assistance Line, with enriched Interactive Voice Response (IVR) services has improved client service and supported the new FAW model.

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PDF icon OLGT 2014-5.pdf29.55 KB

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