SNAP Application Processing

Overview

A client can file for SNAP benefits by applying online, applying by phone, submitting an application by mail or fax, dropping off an application at a TAO, or meeting with a case manager in person, or by checking the Apply for SNAP box on their MassHealth application or renewal form either via paper or online. Once an application is filed, you must subsequently interview the applicant and ask him/her to provide any outstanding verification(s) that is needed to make an eligibility determination. You must make an eligibility determination within 30 days of the date the application is filed. If all mandatory verifications are submitted by Day 30 but optional verifications remain outstanding, you must process the case without crediting the optional verification items.

All applicants must be interviewed to determine eligibility for expedited SNAP benefits. For more information on expedited benefits and the screening process, see Expedited Benefits.

Establishing a SNAP Application

At a minimum, a SNAP application must contain the applicant’s name, address (if any) and signature. An application that contains this information is sufficient to establish the filing date for SNAP benefits once it is received. Applications containing this information must be date-stamped and entered in BEACON.

Any SNAP application that contains a name, address (if any), and signature must be date-stamped by the TAO at which it is received, except for applications received by fax or Internet. Fax applications have a transmission date and time printed on them, and online applications are dated by BEACON. For SNAP purposes, the application start date is established as:

the date a walk-in applicant applies for benefits in-person at the TAO;
the date a drop-off or mail-in application is received and date-stamped;
the date a fax application or online application is received per the following guidelines:
- Fax and online applications received on or before 5:00 p.m. on a business day will have an application start date of the day received.
- Fax and online applications received after 5:00 p.m. on a business day, or anytime during a weekend or a holiday, will have an application start date of the next business day.

Important: If an applicant submits an obsolete version of the SNAP application form, the application must be accepted if it contains a name, address (if any), and signature. An application that meets these minimum requirements must be accepted, even if the application is an old version of the form.

If the TAO receives an unsigned application, the application must be returned to the applicant with instructions to sign and return it to the TAO using the Returned Document Notice (RDN). For more information, see Returned Document Notice.

If you receive an application with an out-of-state address, you must follow the procedures for SNAP Applications with Out-of-state Addresses found in Address (RFA).

Assisting Applicants

If an applicant indicates on the application they prefer to speak a language other than English, you must offer interpreter services. For more information, see Interpreter Services.

To assist clients and staff in the process of verifying disability, the SNAP Benefits Application includes a question about whether the applicant has been certified as disabled by Massachusetts.

Assisting Applicants with ADA Requests

The SNAP Benefits Application includes an ADA section for applicants to indicate their need for assistance with the SNAP application process and their preferred communication method to complete the application as a person with a disability.

The ADA section has a checkbox (YES) for clients to indicate they are disabled and need assistance and/or an accommodation to complete the application. There is an additional checkbox for clients to indicate their preferred method of communication – In-Person or Telephone. For clients who require ASL services there are two more options: Sign Language – In Person and Sign Language – Video Relay Services (VRS) where the client provides their VRS phone number.

Whenever a client indicates they are disabled by checking the YES checkbox, you must honor their preferred method of communication. When a client checks the In-Person checkbox, schedule a face-to-face interview. You must not cold call the client to complete the interview by phone.

If a client checks the Sign Language – In Person box, they must be scheduled for a face-to-face interview. When scheduling the interview, you must make arrangements for the interview to include the ASL interpreter. See Securing MCDHH Services for Deaf or Hard of Hearing clients. You must not cold call the client to complete the interview by phone.

If a client checks the Sign Language – Video Relay Services box, you must interview the applicant by phone using the VRS phone number that their lists under the checkbox. There may be a slight delay in response time to VRS placed calls. VRS cannot be used when the client is in a TAO.

If a client indicates on the application or in-person that they use American Sign Language (ASL), you must follow the ASL protocols located at: American Sign Language (ASL) Protocols.

For more information about assisting clients requiring auxiliary aids, see Protocols for Working with Walk-in Clients who are Deaf or Hard of Hearing.

Important: For every SNAP application and recertification interview, you are required to follow and make entries in the Accommodations/Special Assistance workflow. Follow procedures at: ADA Accommodation Process: Accommodation/Special Assistance Request.

Action: DTA Connect – Reported Change

If a client uses DTA Connect to report a change during their 30-day application period, BEACON will create the Action: DTA Connect – Reported Change. When this occurs, BEACON will add a pencil to re-visit the page(s) pertinent to what the client reported on DTA Connect.

If you receive this Action, you must review the change(s). If the information the information from the client is not questionable, incomplete or contradictory, mark the item as verified and write a detailed narrative.

Note: If the pertinent item is not displayed on the Verification tab, it is likely because the client went back into DTA Connect and removed the item that they originally reported. If this occurs, just write a detailed narrative and disposition the Action. To find out what the client originally reported, open the Client Communication tab in BEACON and review the DTA Connect datasheet.

Otherwise, you must apply at least one of the following procedures:

Item has Questionable/Incomplete/Contradictory Information

If the item is questionable, incomplete or contradictory information (e.g., client reported new dependent care expenses but did not specify whether they are necessary for work, school, training, etc.), you must attempt to cold call the client two times. If one of the calls is successful, you must address this information with the client and determine at that time whether a VC-1 must be sent.

If the call is unsuccessful, you must send a VC-1. Use Additional Verification to request information about the missing verification (e.g., dependent care, medical, etc.) and code it as Optional, and copy the following language:

“You submitted a change on DTA Connect, but we need more information to process this change. You may update the information on DTA Connect, call us at 877-382-2363 to discuss how you may verify this item, or you may submit verification of [MISSING VERIFICATION].”

After taking the appropriate steps, you must disposition the DTA Connect – Reported Change action using the normal Business Process procedures.