Consistent with USDA's efforts to increase state flexibility within the bounds of the law, FNS is expanding allowable activities for states seeking to use non-merit system personnel in call centers. With FNS approval, states may now use non-merit personnel to provide basic case-specific information that is readily available in the system to a SNAP applicant or participant, such as application or case status, benefit issuance date, and status of submitted verifications.
This memo discusses SNAP applications and other documents being sent by clients to the USDA Office of Civil Rights instead of the appropriate state SNAP office. The memo outlines best practices states can use to make submission instructions clearer for clients.
FNS is issuing this memorandum in fulfillment of the commitment made in the preamble of the SNAP: Eligibility, Certification, and Employment and Training Provisions of the Food, Conservation, and Energy Act of 2008 final rule to provide additional guidance for state agencies on how to carry out the exclusion of certain military combat-related pay from income for purposes of SNAP eligibility determinations.