SNAP Policy Update: DTA pilot on e-Notification for SNAP and cash clients; update list of DTA local office contact information

FoodSNAP
01/14/14
Please note, the NEXT SNAP Coalition meeting in Boston is Tuesday, January 28th from 10 AM to Noon. 
 
DTA and the eNotification pilot in Massachusetts:  
DTA has started the process of collecting both email addresses and written permission from SNAP and cash recipients to have them receive electronic notices - called e-Notification - instead of paper notices. E-notification is potentially a faster way to receive notices and cuts down on paper/mailing costs for DTA. However, there are both advantages and risks to eNotifications that DTA clients should be aware of before volunteering to participate. The actually e-notification pilot will likely not start before June 2014, but you may hear from clients who have given DTA their emails and agreed to participate in the voluntary e-Notification pilot. DTA issued guidance in Operations Memo 2013- 62. 
 
Here's what you need to know:   
  • DTA is asking clients to "opt in" by giving their email address and signing a statement agreeing to set up a My Account Page (MAP) - see Attachment A of Ops Memo, attached.  We are concerned clients may voluntarily opt-in to eNotification thinking it is easy and fast - without truly understanding they need to set up a MAP or mistakenly believing that DTA will attach the important notices to the email alerts sent. It's not!
  • A household that agrees to eNotification needs to set up an on-line My Account Page (MAP). DTA's eNotification pilot assumes the clients have MAPs - without confirming this has happened. Setting up and accessing info in the MAP is a 32 step process  - see Attachment B of Ops Memo.   
  • One the pilot begins, a household that agrees to eNotification will no longer get paper DTA notices.  They will have to go to their MAP to see all DTA notices of changes in SNAP benefits, denials, terminations, verification checklists, appointment for interviews, etc. However, DTA will still send on paper copies of forms to fill out such as interim reports and re-certification forms - which is good. 
  • DTA clients who volunteer for eNotification will be sent a generic DTA email alert each time a new notice has been posted in their MAP. The DTA notice to the household is not attached to the email (because email is not secure). DTA notices are often time sensitive and may require clients to take action within 10 days. If a client does not regularly check e-mails with consistent access to a computer and the internet, eNotification may not be a good option. 
What are the pluses and minuses?  
  • eNotification may work best for DTA clients who have regular access to a computer and the internet, are comfortable setting up and using on-line accounts, are familiar with checking spam filters for any DTA emails, and can keep DTA posted of any email address changes to get the emails telling them about a new notice.  
  • eNotification may not work as well for DTA clients who do not have computers and reliable internet access, who have language or computer literacy barriers, who are limited English proficient (note, the MAP is only in English) or are concerned about creating and checking on-line accounts (it's very similar to on-line health care accounts or e-banking). 
  • In looking at other pilots around the country, the state of Florida's e-notification pilot for SNAP and cash recipients seems like a better model. SNAP and cash households voluntarily agree to participate in e-notification through their on-line accounts (called My ACCESS in Florida), versus giving the state agency their email address and agreeing to set up an on-line account. We have shared the Florida DCF policy with DTA and USDA, strongly urging them consider this model for Massachusetts. It appears to have more client protections than what DTA is proposing. We can share more information about the Florida model at the upcoming Coalition meeting and are researching other states - as we do want this to work well for everyone!
How you can help clients with eNotification:  Be sure they know what they are getting into! Caveat emptor! 
  • Ask them if they have regular access to a computer, printer (to print out any notices or appeal forms), and to the internet. 
  • Help them set up a MAP (according to DTA's directions, a 32 step process). Setting up and successfully logging into a MAP can be challenging as the client has to use the exact information that DTA has on file (e.g. her full name, correct zip code, EBT card number, SSN, etc). It may also be eye opening for you re how easy or hard it is to set up a MAP!
  • Make sure they know that the emails they get from DTA will not include the notices - they have to log into their MAPs to see the notices, and should do so quickly.
  • If a client has already signed up for eNotifications but does not have a MAP - or realizes it might not work well for them after all - they can opt out at any time (unfortunately they need to do so in writing - see bottom of Attachment A in Ops Memo 2013-62 ). Note, DTA clients can still have access to their MAP to view all notices even if they opt out, but they can still get paper notices through regular snail mail.
E-notification and smart phones: 
We have heard from recipients that it is challenging to create a MAP with just a smart phone. In addition, while we have found that you can view the MAP and DTA notices with a smart phone, it is not easy to do so as it uses data, and the ability to navigate the website varies based on the smart phone model. Also, clients can't print notices from a smart phone--which can create challenges for clients getting e-Notifications if they a printed copy for reference (such as an appointment letter, VC-1 or to file an appeal). 
 
Updated list of local DTA offices and contact information. 
DTA has updated the office listings with fax and phone numbers and the current names of the office Directors and Assistant Directors (attached).  
 
We have also heard from community groups that there have been a number of challenges getting through to an operator when calling the main line at local  DTA offices. If you or your clients experience this, please report this to the Area Director immediately.  Please also let MLRI know what you are seeing so we can monitor this more closely. 
 
Attachment Size
OM 2013-62 - ATTACHMENT B--MAP instructions_0.pdf (1.25 MB) 1.25 MB
DTA local TAO Office Address Phone Fax and Director-AD-RDs 1_9_14 (1)_0.pdf (58.41 KB) 58.41 KB