Exploring

The interview is an opportunity for the eligibility worker to explore the household’s financial and nonfinancial circumstances and review the application details and any other information available, such as data matches. Eligibility workers must not simply restate the application information but must address and resolve with the household unclear and incomplete information.

Getting Started

A good practice is for the eligibility worker to establish SNAP household composition early in the interview by discussing family relationships, who in the home might purchase and prepare food separately, and any other factors that could exclude individuals from participating in SNAP or make them mandatory members. Once household composition is established, the eligibility worker can focus the interview on each household member’s income, deductions, resources, and any other relevant household circumstances.

Asking Questions

Based on responses to questions and information in the application, eligibility workers should attempt to identify and resolve inconsistencies while the household is engaged in the interview. For example, if the household’s monthly income is less than its monthly expenses, eligibility workers should ask if the household receives any other sources of income or assistance (such as from a family member) that was inadvertently left off the application. Eligibility workers should avoid leading questions and instead ask open-ended questions to explore applicants’ circumstances. This encourages individuals to answer in their own words and avoids asking yes or no questions when there could be potential for confusing or misleading answers. This also enables the eligibility worker to inquire further on potential inconsistencies. For example, if an eligibility worker has information that an individual might be experiencing homelessness, they should ask “What is your current living situation?” instead of “Are you currently homeless?” This allows the worker to have a conversation with the applicant about their living circumstances.

It is important to be mindful of applicants’ circumstances during the interview and communicate information as clearly and simply as possible. If additional questions remain about the application at the end of the interview, the eligibility worker must pursue verification. SNAP rules require verification of all eligibility and benefit level factors that the state determines to be questionable. 7 CFR 273.2(f)(2)

Listening to the Applicant

During the interview, eligibility workers should ask well thought out questions and practice active listening skills. Active listening has two components. The first is listening carefully to what the applicant is saying to gather accurate information. The second is demonstrating that the interviewer is listening by letting the applicant know what the interviewer hears and noting what the applicant tells the interviewer. As a best practice, eligibility workers’ listening skills could include the following:

• Listen and make sure you understand what the household is saying and avoid making judgments about what you hear.
• Show that you are listening by responding using words or phrases such as “I see,” “go on,” and “I understand.”
• Paraphrase what the household has told you at appropriate intervals, using their words as much as possible without adding any details. Try to use fewer words to get to the point. Paraphrasing affords households an opportunity to correct any part of the conversation they feel you misunderstood. If an applicant seems confused or unsure about anything you have paraphrased, ask additional questions to clarify their circumstances.

Changes

Households are required at the certification interview to report all changes that have occurred between the application date and the interview related to households’ SNAP eligibility and benefits. Consequently, eligibility workers should ask applicants about such changes. 7 CFR 273.12(a)(3)

Collection of Racial/Ethnic Data

You must inform applicants that supplying racial/ethnic information is voluntary, that it will not affect their eligibility or benefit levels, and that the reason for the information is to ensure program benefits are distributed without regard to race, color, or national origin. You should encourage applicants to self-identify their race and ethnicity. You should not use visual observation as it is unreliable and can be biased.