Presentation Title Month 2017 Margaret Schultze VDSS Commissioner

• Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner Positioning Yourself To Be A Timeliness Superstar BPRO 2019 1

Screening (Part 2. B) • All applications and late renewals must be SCREENED for EXPEDITED vs. NONEXPEDITED PROCESSING the same day. • The SNAP Hotline Form must be given or mailed • to. Presentation customer the. Title same day. • Month #, 2017 • If initial screening is incorrect, • Margaret Schultze, VDSS Commissioneras a best practice, DOCUMENT the case record and send a CORRECTED SNAP Hotline form to customer 2

Applications EXPEDITED (7 DAYS) NON-EXPEDITED (30 DAYS) *Income <$150 & Resources *Applications that do not meet <$100 the expedited criteria *Migrant/seasonal farm *Cases previously expedited • Presentation Title worker with liquid resources that failed to provide • Month #, 2017 <$100 postponed verifications *Housing and utility • expenses Margaret Schultze, VDSS Commissioner exceed total household income/resources If the expedited entitlement is discovered at any time after the application filing date, the agency must determine eligibility and provide benefits, if eligible, within seven days of the discovery date.

4 Interviews Part 2. D. • For applications and reapplications, the local agency must schedule interviews as promptly as possible to ensure eligible households receive an opportunity to participate within seven days, if expedited, or within 30 days after the household files an Presentation Title • • Month #, 2017 application. Margaret Schultze, VDSS Commissioner Good interviewing skills and follow up questions are essential

Interviews DOs and DON’Ts DO DO schedule expedited interviews prior to day 7 DON’T DO NOT schedule interviews without allowing enough time for mailing the appointment letter/notice DO schedule nonexpedited interviews no later than 20 days after application date, to allow the HH 10 days to provide verification • Presentation Title REVIEW the application EXPLORE incomplete information COMPLETE system inquiries ASK Open Ended questions • EXPLAIN SNAP required procedures and policies • Margaret RESOLVE questionable information PROVIDE checklist of required verifications Month #, 2017 DO NOT consider it a Schultze, VDSS missed Commissioner interview until at least 15 minutes after the scheduled time DO NOT cold call the customer and when they don’t answer consider it a missed interview Best Practice – If client fails to answer when you call, allow them an opportunity to call back (at least 15 minutes) and be prepared to complete interview 5

6 Checklist • If additional verifications are needed after the interview, the applicant is given a Checklist of Needed Verification that itemizes the verifications and the • Presentationneeded Title date they are due. • Month #, 2017 • Margaret Schultze, VDSS Commissioner

• Presentation Title 7 Day Requirement • • Month #, 2017 Margaret Schultze, VDSS Commissioner EXPEDITED PROCESSING 7

Expedited – Part 5. C. Expedited applications must be processed within 7 calendar days following the date of application as long as identity verification has received • been Presentation Title and interview was held • Month #, 2017 • Margaret Schultze, VDSS Commissioner Tip: Verification of identity is not limited to one specific type of document. Use DMV whenever possible. 8

Date of Discovery • • If the agency discovers that a household is entitled to expedited service after the application date, the agency must determine eligibility and provide benefits within seven calendar days of • the discovery. Title date. Presentation For Example • Month #, 2017 Application received and screened as non-expedited on • Margaret Schultze, VDSS Commissioner 05/07/19, during interview on 05/17/19 the worker discovers the application is expedited, the determination must be made by 05/23/19 (the 7 days includes the date discovered) 9

Postponed Verifications – Part 5. D. The local agency must postpone all verifications required except the identity of the applicant • • The agency must make all reasonable efforts to verify the household's residence, income statement (including Presentation Title a statement that the household has no income) and all other • mandatory Month #, 2017 verifications within the expedited processing standards. Margaret Schultze, VDSS Commissioner Tip: Verify as much as possible by the due date 1 0 The local agency should attempt to obtain as much additional verification as possible but should not delay the certification of households entitled to expedited service

Expedited: 15 th or Earlier Example Expedited application received 05/02/19, screened and Hotline Flyer provided • 06/03/19 No later than Verifications not 05/09/19 • Presentation Title provided, case is Case is processed if closed has#, been • client Month 2017 *Note* 30 th day, interviewed and 06/01/19 is a Saturday provided identity Margaret Schultze, VDSS Commissioner -Close the next business day. 1 1

Expedited: 16 th or Later Example Expedited application received on 04/24/19, screened and hotline flyer provided • • If postponed Case should be verifications not processed no later Presentation Title provided, case will be than 05/01/19 closed on 05/31/19 • Month #, 2017 Margaret Schultze, VDSS Commissioner 1 2

Expedited but Ineligible for Application Month 15 th or Earlier Applications 1 3 16 th or Later Applications • In instances when the household is not entitled to In instances when the household is not entitled an allotment for the month of application, a to benefits for the month of application, the determination of ineligibility must be made and household must receive benefits for the month the denial notice sent within seven days of the following • Presentation Titlethe month of application, if eligible, application date. within seven days of the application date. • If there are no PPVs • seven Month #, 2017 • Determination must also be made within Must deny 1 st month and approve 2 nd month by days for the following month • Margaret Schultze, day 7 • The allotment for the following month must be VDSS Commissioner issued on the normal issuance cycle

Postponed Verifications for Previous Application There is no limit to the number of times a household can be certified under expedited procedures, as long as, prior to each expedited certification, the household either completes the verification requirements that were postponed at the last expedited certification; or, was certified under normal processing standards since the last expedited certification • Presentation Title • Month #, 2017 application, If the agency is aware that this is a second expedited the household will have seven days following the application • Margaret Schultze, VDSS date to provide the postponed verifications from the. Commissioner prior application regardless of how long it has been since the prior application. If the household does not provide verifications within the seven days, then the agency must process the reapplication under normal processing guidelines. 1 4 This only applies if: The application has the same case name as the first expedited application for which the verifications were postponed

Failure to Provide Postponed Verifications For applications on the 15 th or earlier 1 5 For applications on the 16 th or later • If HH fails to provide postponed verification by the 30 th day, close the case last day of the month after the Title of application, close the on the 30 th day following • Presentation month the application date. case on the last day of the • Month #, 2017 • If the 30 th day falls during a second month. weekend or on a holiday, • Commissioner If the last day of the second • Margaret Schultze, VDSS close the case on the next month falls during a weekend business day. or on a holiday. Close the case • No additional notice is on next business day. needed. • No additional notice is needed.

Handling Expedited Applications Beyond Day 7 After Day 7 but Before Day 30 • Presentation Title • Month #, 2017 If the household is interviewed If the household does not provide and/or provides identity the Schultze, VDSS Commissioner • after Margaret requested information by the 30 th 7 th day following the application day, the agency must send the date, the agency has 7 calendar days household a notice to extend the to process the application, processing of the application for an beginning with the date the additional 30 days. household provides the information 1 6

Client OR Agency Delay? • Presentation Title WHICH IS IT? ? • • Month #, 2017 Margaret Schultze, VDSS Commissioner 1 7

Agency Caused Delays, Not Client Caused System issues that prevent processing Worker did not receive application timely Interview not scheduled timely Failure to set appointment • Presentation Title • Month #, 2017 Incorrect handling of postponed verifications, i. e. Identity • Margaret Schultze, VDSS Commissioner Failure to process application timely Incorrect Screening Documentation of Interview and/or Missed Interview (This would be a reason QC would cite an error) 1 8

“Valid” Client Caused Delays Applicant misses their appointment • Presentation Title • Month #, 2017 Customer • fails to provide identity Margaret Schultze, VDSS Commissioner verification by the 7 th day 1 9

Missed Interview Notice • If an applicant is scheduled for an interview within seven days and misses the appointment: • Code the Interview Screen as “Yes” for Missed Interview • Send Missed Interview Notice from Va. CMS as soon as possible (Best practice is the same day of the missed appointment) • Presentation Title • Document the case narrative the Missed Interview • Monthof #, 2017 • Margaret Schultze, VDSS Commissioner • The MIN is only sent for the FIRST missed interview 2 0

Coding the Missed Interview Screen • Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner 2 1

• Presentation Title Prior Participation • • Month #, 2017 Margaret Schultze, VDSS Commissioner CONTACT WITH PRIOR LOCALITY OR STATE 22

Prior Participation 2 3 • BPS must establish and document the effective date of case closure with the prior agency. • BPS must request information from previous • Presentation Title state to avoid duplicate participation (Use • Month #, 2017 National Directory of Contacts - found on • Margaret Schultze, VDSS Commissioner FUSION) • BPS should also make contact with other worker in the event an applicant is participating in another VA locality

No Contact from Other State 2 4 • If worker cannot verify case closure by the end of the processing period (7 th or 30 th day) and all other eligibility factors have been met, the agency must process the application. Presentation Titleverification from • The worker must • continue to seek • Month #, any 2017 overpayment period if the other state to minimize • Margaret Schultze, VDSS Commissioner an individual continued to receive benefits in the other state. • NO response from the other state, contact the Regional consultant

• Presentation Title Normal Processing • • Month #, 2017 Margaret Schultze, VDSS Commissioner NON-EXPEDITED 25

Non-Expedited, Part 2. E. 2 6 The local agency must provide eligible households that complete the initial application process an opportunity to participate, as soon as • Presentation Title possible, but not later than 30 calendar days • Month #, 2017 following the application filing date. • Margaret Schultze, VDSS Commissioner

Non-Expedited: Day 30 or Later Day 30 - 59 • If the household does not complete the interview by the 30 th day, system will deny on day 30. • If interview is held and all verifications have been received, the case must be processed by day 30 or earlier. • If verifications are still required, the worker will extend pend the case. The extend pend checklist must only include those verifications initially requested that have not been received or verifications for reported information • newly Presentation Title • • Day 60 Month #, 2017 Margaret Schultze, VDSS Commissioner • If the household is at fault for not completing the application process by the end of the second 30 -day period, the local agency must deny the application. (System-generated closure) 2 7

• Presentation Title Is today the 30 th • Month #, 2017 Day? • Margaret Schultze, VDSS Commissioner EXTEND PENDING A CASE 28

Extend Pending Steps • Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner 2 9

Extend Pending Steps • Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner 3 0

Extend Pending Steps • Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner 3 1

Extend Pending Steps • Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner 3 2

Extend Pending Steps • Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner 3 3

Extend Pending Steps • Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner 3 4

Extend Pending Process • If the delay is client-caused then the household forfeits eligibility for SNAP from the date of application and benefits will be prorated based on the date the last verification is received. Presentation Title • If the delay is • agency-caused then the household remains eligible • Month #, 2017 from the date of application. • Margaret Schultze, VDSS Commissioner • If the household fails to provide the requested verifications, Va. CMS will automatically deny the application on the 60 th day. 3 5

• Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner RENEWALS 36

Timeliness – Renewals Part 4 C • All SNAP renewals must be completed by the 30 th day from the renewal date. If verifications have not been received the case must be denied on the 30 th day or the next business day if the 30 th day falls on a holiday or weekend. (Remember: the customer must have at least ten days to provide verifications) • Late renewal application (renewals filed the month after the certification expired) must be screened on Title the date received and if • Presentation expedited must be completed by the 7 th day. #, 2017 Exception to 30 day processing • for. Month renewals: Early Filed Renewals ◦ For a HH that files the renewal so that the 30 th day comes before the end of the • Margaret Schultze, VDSS Commissioner current certification period, the processing time must be extended to the end of the current certification period. ◦ Va. CMS Reminders: Add a person or another program PRIOR to beginning the Renewal 3 7

Screening (Ongoing) • All late SNAP renewals must be screened and a SNAP Hotline Flyer (SHF) must be sent on the date received. Remember: the screening must be documented • Presentation Title • Month #, 2017 • If the case does not contain a copy of the • Margaret Schultze, VDSS Commissioner SNAP Hotline Flyer, the date sent must be documented in the case. 3 8

Timeliness – Renewals Part 4. C • SNAP households that submit timely renewal applications are entitled to uninterrupted benefits. The SNAP case must be approved or denied no later than the last day of the certification period. • Presentation Title • Timely means the application was submitted on • Month 2017 last month of or before the 15 th of #, the certification, • the interview was completed, and Margaret Schultze, VDSS Commissioner all verifications are provided before the certification period ended. • Workers may have fewer than 30 days to process a timely renewal application. 3 9

Untimely Renewals 4. C • A renewal application filed after the 15 th of the certification ending month is not considered a late renewal application • These are considered Untimely renewal • Presentation Title applications • Month #, 2017 • SNAP households that submit Untimely • Margaret Schultze, VDSS Commissioner renewal applications are not entitled to uninterrupted benefits 40

• Presentation Title Very Important • • Month #, 2017 Margaret Schultze, VDSS Commissioner OPPORTUNITY TO PARTICIPATE 41

Opportunity to Participate • The worker must contact the HH to offer a vault card if processing the cases after day 1, day 24 or day 54. • Document the case that the HH requested to have the card mailed knowing it would take 5 to 7 • Presentation Title procedures business days. Advise HH of agency for picking up a vault • card. Month #, 2017 • Margaret Schultze, VDSS Commissioner • The SNAP Card Issuance Screen must be completed in order to avoid additional days being added to the participation date, which would cause a case to show out of compliance 4 2

Va. CMS – SNAP Card Issuance Screen 43 Worker must complete this screen at application, reapplication, and renewal to indicate if the household received timely access to their SNAP benefits. APPTrack automatically adds 6 mailing days to the processing date to determine if a case is in or out of compliance. Expedited cases processed after day 1 and non-expedited cases processed after day 24 or 54, are considered out of compliance unless this screen has been completed to verify the household was given an opportunity to participate. Workers must contact the household to offer them a vault card. If the household cannot be reached, issue a vault card to stay in compliance. If the household opts to receive a mail card, indicate that a vault card was offered. The case will be considered in compliance if the date is within appropriate 7/30/60 day time frame. • Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner

Review Tasks/Reminders and Check Inboxes Daily Remember to complete the SNAP Card Issuance Screen • Presentation Title Remember to document all Review Pending Point in Time Report Daily • • case actions including reason for delays Month #, 2017 Margaret Schultze, VDSS Commissioner Remember your deadlines Review your Wrap-Up Screens Use your dashboard 4 4

Superstar Time Saver Tips • Allow sufficient interview time and allot time in between each interview • Interview interactively as often as you can • Send Missed Interview Notice and document case right away • Enter appointments in scheduler timely Title • Accept verifications • via. Presentation email • Check DMIS inbox and mailbox • Monthfrequently #, 2017 • Designate time to process applications and renewals Margaret Schultze, VDSS Commissioner • Help customer • secure verifications when possible • Once verifications are received, process the case right away • Pay attention to due dates, process earliest dated first 4 5

Resources for SNAP Processing • • • Pro. Tips - Periodic Policy Tips SNAP Quizzes List Serv • Presentation Title Updated Resources on Fusion SNAP page • Month #, 2017 Desk Tools • Margaret Schultze, VDSS Commissioner Documentation Guide 4 6

Any QUESTIONS? • Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner 4 7

• Presentation Title • • Month #, 2017 Margaret Schultze, VDSS Commissioner Contact: Lisa Colandene-Nouri lisa. colandene-nouri@dss. Virginia. gov 540 -347 -6325 Or 48 Cynthia Powell Cynthia. Powell@dss. Virginia. gov 804 662 -9776