58262379_tic_Federal_Nutrition_Programs__Body
[Title] Untangling the Lines: Using Phone-Based Assistance to Increase Access to… [Author] Rachel Winch [Year] 2008 [Publication Type] Field Reports [Community Focus] SNAP/Food Stamp Recipients [Location] California, Domestic, Oakland [Description] Untangling the Lines: Using Phone-Based Assistance to Increase Access to Food Stamps documents efforts throughout the nation to improve access to food stamps using phone-based assistance. The… Read more [Affiliation] Emerson Fellow [Body] 
Untangling the Lines Using PhoneBased Assistance Increase Access Food Stamps Rachel Winch Bill Emerson National Hunger Fellow Partnership with California Department Public Healths Network for Healthy and Association Banks TABLE CONTENTS ACKNOWLEDGEMENTS INTRODUCTION TELEPHONEBASED FOOD STAMP ASSISTANCE CAN HELP REDUCE BARRIERS ACCESS POLICY INITIATIVES WITH USDA WAIVERS CALIFORNIA CASE STUDIES NEW YORK TELEPHONE RECERTIFICATION PILOT MASSACHUSETTS BUILDING EXPERIENCE FLORIDA STATE INNOVATION UTAH CALL WASHINGTON FINDING ANSWERS PHONES TELEPHONIC SIGNATURES THE FARM BILL RECOMMENDATIONS FEDERAL APPENDIX EXHIBIT SIMPLIFIED ELDERLY APPLICATION DEMONSTRATION PROJECT REGULATION WAIVER SCHEDULED INTERVIEW CALIFORNIAS DIGITAL SIGNATURE REGULATIONS APPLICANT INTERVIEWS WORKS CITED FIGURES FIGURE STATES FACETOFACE AND TYPES VERSION PASSED HOUSE FLOOR SENATE Acknowledgements First foremost thank you Stephanie Nishio Jessica Bartholow who provided insight guidance throughout entire process writing this report would like express deep gratitude Liz Gomez Yari Gonzalez Winnie Alameda County Community Bank food stamp applicants openly shared their experiences how they see changed Thank Shana McDavis Conway Aileen Carr Joy Wiskin Congressional Center constant support Katherine Moos Hank Herrera George ManaloLeClair David Jay Class Fellows challenging conversations about creating true change This not have been possible without help from people across country working policy Colleen Pawling Budget Policy Priorities her connecting resources Larry Tropp Nutrition Service Reola Cole Employment Development Detta Hunt Mike Papin Social Services Barbara MkNelly Rosanne Stephenson John Ohanian Mona Freels San Diego Laura Kuperstein Info Oregon Elizabeth Sadlon staff Special thanks state workers advocates essential perspective successes problematic issues phonebased services states Marilyn Dame New York State Stamp Bureau Dawn Secor Consortium Patricia Baker Massachusetts Law Reform Institute Connie Mathers Florida Children Families Jennifer Lange Kathy Link Utah Workforce Gary Hartline Washington Health Craig Shear Belit Stockfleth Human Van Gordon Interactive Northwest Jeff Kleen About author completing field placement The Program yearlong leadership development program that trains emerging leaders fight against hunger United States are living tribute late Representative devoted his energies assisting poor For questions comments please contact rwinchhungercenterorg Introduction Americas first line defense malnutrition nutritionassistance available all qualify average million month received stamps While benefits federally funded through Agriculture administered level some county district costs administration these agencies All must meet federal requirements implementation but may choose exercise certain options apply exemptions regulations implement innovative ways improving access entitlement meaning can receive barriers prevent many those eligible applying application only percent nationwide Participation rates varied widely among subsections population participation especially low estimated participated Telephonebased make households complete visiting office which reduce potential experienced work during hours lack transportation child care addition encouraging submit initial applications telephonebased clients falling off losing recertification explores increasing accomplishes looking assistance practices other could increase Finally outlines using telephonic signatures recertifications over telephone Cunnyngham Karen FNS Reaching Those Need Rates October Accessed January httpwwwfnsusdagovoaneMENUPublishedFSPFILESParticipationReachingpdf TelephoneBased Can Help Reduce Barriers anything what Going Its hard get there because dont Applicant often cumbersome large number study conducted tracked reasons denial found most common were procedural rather than client was ineligible striking two denialthe applicant failed provide information second appointment relate eligibility criteria per Only denials Tulare due having income assets above limits fail learn likely indeed Urban Justice City high percentage cases closed including missed interviews These potentially being denied norm exceptions Easily accessible based gain maintain making easier processes made significantly combination initiatives such Federal waivers changes simplify partnerships community organizations enhanced technology better understanding Application Clinic November December See Exhibit Appendix Other Eligible Californians CAFB Outreach Project July Page httpwwwdhscagovpscdiccpnsnetworkdownloadfoodstampCAFB_Case_Study_Reportpdf Widom Rebecca Director Research Hearing Recertification Council Committee General Welfare wwwurbanjusticeorghopp Initiatives Waivers allows Many applied waiver requirement document hardship order waive facetoface interview both any right request individual basis Hardship conditions include limited illness difficulties household member hardships residency rural area prolonged severe weather training participating inoffice Households whom approved offered instead though home visits sometimes Again need conduct phone declare default alternative option blanket allow meets waived Nine least portion additional thirteen Figure already precedence quite Examples implications will further reviewed case section Regulation CFR Quoted Bailey Operations Investigations Western Region Administrative Notice Clarification casebycase August httpwwwfnsusdagovfsprulesmemopdf Source FacetoFace Interview Talking Points Received Red Arkansas Indiana Jersey Tennessee Wisconsin Blue Arizona Connecticut Delaware Illinois Louisiana North Carolina Mexico Ohio Pennsylvania South Texas varies since Some counties offer partners banks call where portions Recently establish centers operated Francisco launched center intake purposes five languages English Cantonese Spanish Russian Vietnamese housed within half day operators tasks areas Callers initially directed automated system asked whether currently receiving indicate regarding worker sent them mail When also filled out gave printed copy review sign resubmit required verifications offering service did adequate staffing spend long periods time callers check status documents schedule appointments mailed letter instructing dial into elect either person Because signed Statement Facts submitted documentation upon completion then back rest abbreviated dialing code reserved Communications Commission FCC referral staffed specialists professionally trained assess needs refer appropriate prescreen example interested ACCFB prescreened mails completed Wertheim Tiana Senior Analyst Agency Personal Communication February Vaughn William Section Manager OFarrell Leo efforts Statewide Information Line Under hour offers local moving toward prescreening live someone knowledgeable important inquiring does direct cannot interviewed recertify authoritative answers recently improve statewide From until June has Quarterly Reporting Prospective budgeting documenting members elderly disabled regardless source combined simplified streamline established intention continue unclear granted relieved obligation visit Californias Fingerprint Imaging System explore avenues more measures great deal next highlighted special attention best draw Metsker Charr Lee Deputy Directory WelfaretoWork Division Letter Dennis Stewart April FSWaiver May Usaha Staff Attorney Poverty Office Regulations Comments ORD Case Studies considering ensure effective following studiesNew Washingtonprovide broad range Yorks standard protocol requiring minimal responsiveness after simplifying Floridas use new systems vast majority ever entering Utahs ondemand unique allowing unscheduled Washingtons management served model linked its Voice Response IVR thus obtain Telephone Pilot Simplified Standardized Protocol response Temporary Disability OTDA developed scripted standardized reduced Background ranked nation organization serves vulnerable residents analyzed administrative records They had one closure months closures longer meeting criteriafiftythree removed missing Summary requested pilot associated physically coming continued March operating districts notice included form date well return along necessary Once attempted four times prior scheduled reached confirmed went able reach attempts called httpwwwurbanjusticeorgpdfpublicationsfood_stamps_testimony_novpdf began Nassau Greene Onondaga Jefferson Erie added Cayuga Oneida Madison Suffolk Lawrence Phone according procedure outlined Guide clear requesting minutes instructed proof last weeks supporting Yes Has composition customer moved amount rentmortgage Did unearned childdependent provider cost Have medical expenses paid previous pending wage Security address etc Beyond should According reported congestion traffic offices heard major complaints succeeded reducing returned Similar before respond putting risk cease Furthermore relies heavily she reliably reliable cut difficult Recommendations Based Experience Simplify accordance Create quick Prepare upcoming NYS MarilynDameotdastatenyus PostPilot Analysis Building Demonstrating Build Capacity excellent simplifications technological upgrades demand Between Transitional DTA criticized building capacity handle calls More built experience implemented accompany advances praised performance below lowest rate year approximately Through collaboration antihunger undertaken trigged substantial caseload grown individuals fact High Performance bonuses improvements processing Advocates bulk result Bay CAP Consolidated SSI recipients Categorical eliminating asset families children Monthly Caseload data wwwstatemausdta httpwwwmassgovEeohhsdocsdtadecpdf Awarded Million Bonuses Commonwealth Executive September httpwwwmassgovpageIDpressreleasesagIdEeohhsprModNameeohhspressreleaseprFile _food_stamp_programxml consolidated pilots require file separate benefit directly SSA agency httpwwwfnsusdagovfspgovernmentpromisingpractices CAPsDevelopmentGuidancepdfxmlhttptexissearchpdfhitxtquerySSICAP prFNSproxpagerorderrproxrdfreqrwfreqrleadsufsorderrmode optscqidcce Full Benefits Alternative former cash Improvements reopening days noncash seeking liberally accept requests paper amended ask led Administration seek funding handling clerical assist volume receptionist mechanisms reporting filter complex overwhelmed Offices TAO far outnumbered existing Despite approving MLRI communication demands wait waiting rooms stream simply requisite mailedin online filed Improvement Coalition documented dozens unable paperwork lost determine Review inundated Local indicated keep voicemails daily recommended voice messages Field Memo Waiving InOffice Face Interviews NPA AUs httpwwwmasslegalservicesorgcat faceface CMR httpwwwmassgovEeohhsdocsdtag_reg_pdf Report Client OctoberNovember Dorchester Malden Somerville solve problem attempt numbers phones temporarily successful budget campaign directive language item unit initiate imaging reports funds units agencys piloting too conclusive efficacy hoping incorporate lessons learned earlier complications when developing think MANY problems interviewsnotably endless tag lines busy voicemail full receipt cell limit incoming useful caller codes read distance prohibiting going juncture ONLY works batterup toll free business speak move away specific caseworker assigned endorse privatized ala know inperson distantly conflicts constraints travel However operate enough flexibility every gets delay authorized immediate referrals Implement Ensure used increased usage implementing Chapter Acts httpwwwmassgovlegis expressly advocated versus privatizing profit nonprofit law otherwise employees concerned erroneous error increases private entities Call piloted Brockton small presently reviewing success Initiative httpwwwmasslegalservicesorgdocs_Call_Center_New_Initiative_Memopdf store Such convenient relieves burden tracking down situations personnel calling Mary Ann Marshall Assistant Implementation Boston MaryAnnMarshallstatemaus Chauncy Street pbakermlriorg Innovation Combining Technological Innovations Process never enter With seniors particularly group higher national demographic lower overall effort mandate spending consolidating three network Throughout categorizing red green sanction past intentional violation frequent Nonerror prone around covered factors Like waives replace series projects described detail customers under age Specialist Economic SelfSufficiency caseloadmay Elderly Demonstration containing altogether selfdeclaration providing unless verifiable computer matches noncitizen Since verified database checks social Even lenient authorizing price gasoline Below excerpt Effective Approved requires waiving provision regulation permit forego verify gross nonexempt utility identity questionable Computer greatest extent SUNCAP Combined coordination Supplemental Income oneperson same Benefit amounts automatically shelter Data collected electronically transferred open efficient recertifying Initially recertified extension allowed extended text twelve each Phonebased selfservice Automated Unit ARU Clients identifying protect confidentiality menu Partner resulting locations computers Document Management multiple files retrieve seconds Eligibility update instantly circumstances inaccurate agents realtime electronic responded expanding officials asserted concerns contributed estimate programs Online representative someones behalf adult parent even lives Government Accountability Use Methods Apply Maintain Could Enhanced Additional Evaluation Promising Practices GAO httpwwwgaogovnewitemsdpdf Ibid page modernization challenges related inadequate years During period natural disasters Hurricane Wilma reduction strained Inadequate resulted hold claimed operator verification negative denying attributed heavy caseloads theory turn proper recommendations Contact share script accuracy consistency Pay expedited timeliness signature function Without still fax come defeating much purpose Require Seek selfdeclarations conducting crossreference Jennifer_Langedcfstateflus Innovative Demand Centers Allow Flexibility loads expanded Central Northern early Southern connect entered queue structure reduces track assign another Their Allows lieu define definition outside Additionally grounds location choice method given tollfree Current wwwfnsusdagovfspwhats_newhtm Support klinkutahgov bar applicationsboth paperbased onlinethat pull proactive ensuring advising him seven grant purchase machines pantries senior Beginning EBT cards additions partner Employ Begin softlaunch advertising newly contribute Combine digital simple gradually regional Issues identified significant stages launching Finding Answers Phones Time Effectively Answer payment features homeless caseworkers find serve empower uptodate effectively hear feature mailboxes leaving After finding Identification Number PIN uses digits activation prompted select fourdigit PINbased security availability integration gives tools manage place convenience while maintaining privacy obtained detects touch tones route choices outbound reviews predictive software point connects maximizes human ring faced cuts Programs close quality Nevertheless remains fourth terms preventing loss standardization comprehensive easy house looked Integrate maintains acknowledges integrating plans front end current add rescheduling opt connected passed onto answer save saving minute huge savings Integrating completely Not listen Acting Regional Administrator DSHSESADEAP OperationsRegion hartlgwdshswagov Telephonic Signatures course That hassle And avoid issue accessing yet allowedbut soon become availableis considered prevents version Farm versions House Senate floors accepting whereby authorization physical written There forms Numbers PINs personal recordings recognition Types birth recording statement recorded saved attached coded USC Act Amended secure way affirmation run details accounts identification create own Selfselecting pick something remember quickly commonly applicationsincluding filing government Free Student Aid FAFSA taxes revamping upgrade Signing storing managing doing single VITATCE Publication Volunteer Resource Treasury Internal Revenue Virginia Confirmation Procedures httpwwwdssvirginiagovfilesdivisionbpfspolicymanualp_appendixpdf Identifying pin claim sectorincluding insurance banking applicationswhen giving confidential Entering intimate knowledge verifying backup forget similar operates persons Drawbacks uncomfortable parents citizen Recording prompt name today correct auto companies type retrieved ensures revisit discrepancy stored revisited debates organizing obligated Recognition Future communications checked doctors certify death certificates callin prescriptions highly involves retina scan finger image designed few users Vice President cofounder NorthwestWashington contractor systemsvoice extremely expensive feasible expect investment magnitude scenarios Creating costly burdens theoretically impossible fake suited CoFounder differs slightly becomes solidified key components Figures Requires assent verbal future treated applies Currently fills receives Version Passed Floor SEC OPTION FOR inserting adding Any shall record reference safeguards impersonation theft invasions III deny interfere promptly send instructions correcting errors omissions comply paragraph satisfy laws applicable Secure provides VII standards Secretary httpagriculturehousegovinsideLegislationFBhag_rh_xmlpdf Nothing ELECTRONIC AUTOMATED SYSTEMS GENERALNothing SIGNATUREA iii REQUIREMENTSA clause shallI nutrition httpagriculturesenategov Requirements Digital Basis Depending wording face defining bound set prohibit maintained storage retrieval rely exclusively collection retention httpagriculturesenategovLegislationCompilationsFNSFSApdf Code Signature Unique Capable sole control broader methods highest levelcompleting deciding practicalities various types outweigh maximum overthephone httpwwwsoscagovdigsigcodehtm Long Term Actions Establish successfully done Develop Decrease beyond Direct checking Encourage Explore Short Continue expand Referral position referring crosspromoting pursue easily ELDERY APPROVED TERMS CONDITIONS GENERAL start project demonstration except Hillsborough Manatee MiamiDade Monroe Pasco Pinellas Sarasota remaining contain elderlydisabled Upon determining older earned supply selfdeclare SDX BENDEX IEVS determined regular revealed Participating deduction deductions excess allowance incur heating cooling incurred annual interim results terminated certification normal procedures establishing participate EVALUATION impact baseline calendar identify whose incomeexcluding includes unduplicated count length size ages just ended Quality Control rereview examine take corrective action monitor detailing kinds fell sample comparison trends beginning Verification Documentation Required subsequent RecertificationA Previously unreported actual total recurring unchanged less incomplete inconsistent outdated legal pay legally pays nonhousehold reportedly Waiver Scheduled public entity defined party affix complies force effect manual embodies attributes capable manner invalidated conforms adopted Initial later secretary advice Technology Environmental Protection Before adopts hearing acceptance parties employed pursuant Resources exempted means identifier created intended Eighteen eleven six Applicants ease internet frequently repeated responses final question stressed Responses Make harder welfare once youre stay You bring feels Fewer Obtaining knows respondents plus maybe said opportunity citing speakers mentioned hesitations notion want give felt spoke regards Works Cited httpwwwdhscagovpscdiccpnsnetworkdownloadfoodstampCAFB_Case_Study_Report pdf Projects Guidance Developing CAPsDevelopmentGuidancepdfxmlhttptexissearchpdfhitxtqueryS SICAPprFNSproxpagerorderrproxrdfreqrwfreqrleadsufs orderrmodeoptscqidcce Keeping Table Challenges Retention httpwwwurbanjusticeorgpdfprojectsKeepingFoodOnTheTablepdf Partially equal employer
Congressional Hunger Center » Subject Areas » Domestic Federal Nutrition Programs
Body