SNAP: First Available Worker Model
The First Available Worker (FAW) model is comprised of three main categories of work known as queues. These include the Phone Queue, the Processing Queue, and the In-Person Queue. SNAP-only casework activity is divided into units of work, called ‘Actions,’ that are generated through scanned documents, phone calls, system reminders, online applications, and in-office traffic. Case managers are assigned Actions, based upon the queue to which they are assigned and are expected to complete any assigned Actions as well as any outstanding actions associated with the case that they are working on to the greatest extent possible.
These Actions are automatically prioritized based on document due dates and timely case processing standards before being assigned to case managers within each of the three queues. In special situations, a manager or supervisor can manually create and assign an Action to a case manager. The majority of the time, a SNAP case manager requests the next Action for processing through BEACON.
The business group (queue) that a caseworker is assigned to is automatically updated in BEACON based on the predetermined schedule.
Important: Case managers must not change their business group (queue assignment) unless directed to do so by a manager, reception coordinator or supervisor.