DTA Policy Guidance:

Transcription

1 Part 1 Application and Proofs 1 How do I apply for SNAP benefits? You have a number of options to apply for SNAP. You can: Apply in person at a local DTA office, File an on-line application. See Question 2. Mail or fax a paper SNAP application, or File a SNAP application through the local Social Security office (SSA) if you are applying or being reviewed for SSI. See Question C.M.R You have the right to apply for benefits whether or not a DTA thinks you are in fact eligible. This is a fundamental right of all Massachusetts residents. 106 C.M.R DTA still needs to determine if you are eligible, but no one should discourage you from filing a SNAP application. NO wrong door! You can start a SNAP application with minimal information - your name, address, signature and the date. 106 C.M.R , You will still need to give DTA more information later, but don t delay filing a SNAP application because you don t have all the information or proofs. You can get a paper SNAP application at any local DTA office or print out a SNAP application from DTA s web page: You can also call the DTA Assistance Line ( ) to ask that a paper SNAP application be mailed to you. 106 C.M.R You can apply in person or hand-deliver an application to any local DTA office, no matter where you live. Each DTA office must accept your SNAP application. 106 C.M.R The local DTA office should also Food Stamp/SPAN Advocacy Guide January 2018 Page 7

2 review and accept any forms or documents you bring in. Every local DTA office also has special scanning equipment for you to ship documents immediately to the DTA Document Processing Center. See Question 16. And you can also apply online on your own (see Question 2) or apply through a SNAP outreach provider, such as the Project Bread Food Source Hotline Same-day filing You have the right to file your application the same day you contact DTA. 106 C.M.R If you go in person, the local office must give you an application or Request for Assistance form you can sign and submit the same day. 106 C.M.R Retroactive Benefits If you are approved for SNAP within 30 days of when you apply, you should get benefits back to the date DTA received the signed application. 106 C.M.R If you get your proofs to DTA after Day 30, see Question 21. Cash assistance applications Your application for cash assistance (TAFDC for families with children) or EAEDC (for elders, persons with disabilities and certain children) must be treated as an automatic application for SNAP benefits at the same time. 106 C.M.R You do not have to file a separate SNAP application or have a separate interview, even if you are later found ineligible for cash assistance. 106 C.M.R (A)(1), (A)(2). Advocacy Reminders: To check on the status of your application, you can set up a My Account Page, download DTA Connect or call the DTA Assistance Line at and follow the prompts. See Question 30. DTA Policy Guidance: DTA Online Guide: SNAP > Application Processing >

3 2 Can I apply through the Internet? YES! You can apply for your own SNAP benefits on-line by following the SNAP application steps on DTA s webpage: Mass.gov/snap. The online web application is also in Spanish and Portuguese. You can apply from your home, library or wherever you have access to a computer. Your electronic signature is your agreement that the information you provide to DTA is truthful and accurate. You agree you will report changes when required, and you agree you understand your rights and responsibilities to follow the rules. During the phone interview, a SNAP worker should go over these rights and responsibilities. DTA Policy Guidance: DTA Online Guide: SNAP > Application Processing > Web Application 3 What happens next after I apply? Signing a SNAP application is the first step! There are two more steps: 1) an interview with a DTA worker (see Question 10) and 2) send in proofs if not sent with your application (see Question 12). Once DTA verifies your identity (who you are), DTA should also send you a plastic EBT card and PIN in the U.S. mail sent in two separate envelopes. It can take between 5-10 days to arrive in the mail. Your EBT card will not have any benefits on it until DTA approves your SNAP case. If you do not receive an EBT card promptly, contact DTA or an advocate. See Question 89 on how to access your EBT benefits. Policy Guidance: DTA Online Guide: SNAP > Application Processing > SNAP Application Processing > Issuing An EBT Card Food Stamp/SPAN Advocacy Guide January 2018 Page 9

4 4 Can I apply for SNAP benefits at the local Social Security office? If you are applying for or receiving Supplemental Security Income (SSI) benefits, federal and state SNAP law requires SSA to take your SNAP application and send it to the local SNAP state agency (e.g. DTA). SSA is required to take a SNAP application for SSI individuals who live along or where everyone in the household receives or is applying for SSI. 106 C.M.R , This can be a regular paper SNAP application, or through the Bay State CAP program. See Question 5. If you are applying for or receiving regular Social Security benefits (not SSI), federal and state SNAP law requires SSA offices to offer a SNAP application form to Social Security (RSDI) recipients. 7 U.S.C. 2020(J). DTA has a short SNAP application that SSA offices should give to SSI and RSDI clients. 106 C.M.R Advocacy Reminders: If you need emergency SNAP benefits especially if you are just applying for SSI or Social Security it may be faster to go to the local DTA office or apply on-line. See Question 23. SSA District Office Claims Representatives do not consistently offer SNAP applications to Social Security and SSI clients. You can remind SSA District Office of their obligations by citing the federal rules, and you can also tell your local Congress member when SSA declines to help you. See 7 U.S.C. 2020(I)(1). 5 What is Bay State CAP for SSI recipients? Massachusetts has a special SNAP program where many SSI applicants and recipients can apply for SNAP through their Social Security Administration (SSA) office. This is called Bay State CAP or the state s combined application project. 106 C.M.R If you meet the criteria for Bay State CAP, you do not need to file a SNAP application at DTA, have an interview or give DTA any verifications. And your SNAP benefits are certified for 36 months. DTA uses your SSI

5 eligibility information to establish your benefits and send you an EBT card. If you move, start to work or have other changes, you report those changes directly to SSA. SSA will automatically tell DTA about the changes. 106 C.M.R (B)(3)-(5). You may qualify for qualify for Bay State CAP if: 1. you are an SSI recipient and SSA is reviewing your SSI case, or you are an SSI applicant and SSA is likely to approve or reopen your SSI case within 30 days of your application, 2. you are 18 or older and not living with a spouse, 3. you live alone, or live with others but purchase and prepare your own food separate from the others, 4. you do not have regular earned income, and 5. the SSI benefits you receive are federally-funded (if you get only a small SSI supplement on top of Social Security or other unearned income, you are likely getting state-funded SSI supplement and would not be Bay State CAP eligible). When you apply for SSI or have your SSI case review, the SSA Claims Representative should ask you the following questions: Do you wish to participate in SNAP? Do you purchase and prepare meals separately from others? Are your housing expenses equal to or greater than $453/month? If you answer YES to the first two questions, and answer the shelter question, SSA should electronically send DTA your eligibility information (through the State Data Exchange). DTA should also send you a Bay State CAP/SNAP approval letter and separately an EBT card and PIN. When it is time to recertify your benefits, DTA should send you a simple Bay State CAP recertification form to fill out and send back. Advocacy Reminders: Bay State CAP recipients often receive the same benefit amount as regular SNAP benefits or even higher. In some cases you may get more through regular SNAP if you have rent or home ownership costs above $453/month or unreimbursed medical expenses. You have a right to switch from Bay State CAP to regular SNAP any Food Stamp/SPAN Advocacy Guide January 2018 Page 11

6 time you would get higher SNAP benefits. 106 C.M.R (H)(2). If SSA says your SSI application will take more than 30 days to process (unless you are elderly or presumptively disabled), it may be faster to apply for regular SNAP benefits through DTA. SSA usually suspends SSI if you are institutionalized for 30 days or more such as being admitted to a hospital, rehab facility, prison or other institution for 30 or more days. When you return to the community and notify SSA you have returned, SSA will usually reopen your SSI case. However, SSA may not ask you questions about Bay State CAP even though they should. If your SNAP benefits are not reopened right away, contact DTA. Policy Guidance: DTA Online Guide: SNAP > Bay State CAP Policy and Procedures SSA Policy Guidance on SNAP Applications: The Social Security Administration provides detailed instructions to SSA Claims Representatives on their obligation to offer to take SNAP applications for SSI recipients including MA Bay State CAP protocol. SSI Policy Operations Manual, Section SI BOS ; accessed January 2018: Additional Guidance: DTA s specialized Bay State CAP unit to handle Bay State CAP case maintenance and reinstatements. OLG Transmittal # (Oct 2, 2015) DTA should not close Bay State CAP case if SSI case is closed for less than 30 days (e.g. short term institutionalization). Field Ops Memo Initial 2005 roll-out of Bay State CAP pilot in Massachusetts including DTA worker instructions, client brochures and notices, the one-page application form for regular SNAP application and DTA outreach to SSI recipients. Field Ops Memos # , , , and

7 6 Can I register to vote when I apply for SNAP? Whenever you apply or recertify for SNAP or cash assistance, the DTA worker is required to tell you how you can register to vote and assist you with voter registration. 106 C.M.R If you apply in person, you can get a Voter Registration Form at the local DTA office. If you apply for SNAP online or file a paper SNAP application and you check off that you wish to register to vote DTA should mail a Voter Registration Form back to you. DTA is required to send the completed Voter Registration Form to your city or town election office with 5 business days of receipt. DTA is mandated by federal law to ask all SNAP and cash assistance household members who are over age 17 and U.S. citizens if they wish to register to vote for any federal elections. 42 U.S. Code 1973gg 5. And Massachusetts state law also allows 16 and 17 year olds to pre-register to vote, M.G.L Voter registration is optional. DTA will not deny or close your SNAP case if you choose not to complete a voter registration form. You can also register to vote online if you have a current MA state ID or driver license. You can also get a Form mailed to you from the Massachusetts Secretary of State. To find that information, go to the Secretary of State s Register to Vote web site: DTA Policy Guidance: DTA Online Guide: Cross Programs > Voter Registration > Overview and Administrative Responsibilities Additional Guidance: DTA informs staff of state law change to allow 16 and 17 year olds to preregister to vote. OLG Transmittal (December 9, 2016). Homeless can register to vote and identify location using a map on Sec. of State webpage if they do not have conventional address. OLG Transmittal (Dec. 21, 2015). Voter registration procedures revised under agreement with MA Secretary of State settlement in Delgado v Galvin. OLG Transmittal (June 26, 2015) Each DTA office is required to count and record the number of Voter Registration forms received monthly, and mail the forms to local election officials within 5 days of receipt. Ops Memo A (Oct. 25, 2012). Food Stamp/SPAN Advocacy Guide January 2018 Page 13

8 7 Can someone else apply for me? Yes! You can always ask a family member, friend, or social services agency to help you fill out an application. They can also accompany you to a local DTA office or participate in a phone interview with you - with your permission. But YOU should sign and YOU need to participate in the interview. That s because YOU are legally responsible for all the information on the application. If the helping friend or agency gives DTA incorrect information or leaves out information that is important to tell DTA you may end up with a SNAP overpayment, or worse. And the helping agency that gave DTA wrong information could be legally liable too! It s OK to have someone help you apply or be with you when you are interviewed but DTA should not conduct any interview without you! What is an Authorized Representative? An Authorized Representative is someone you choose to act on your behalf and manage your SNAP benefits. This is similar to a representative payee for SSI or Social Security benefits. The Authorized Representative does not need to have legal guardianship or any court appointment. You can choose a family member, friend or other trusted third party to become the Authorized Representative. This person can: sign the SNAP application on your behalf, receive DTA notices, report changes and talk about your case with DTA, and/or get a second EBT card to shop for you with your SNAP benefits. How do I choose an Authorized Representative? You need to sign a DTA form appointing this person, Request to Choose Someone to Be My Authorized Representative. See Appendix C for a copy of this form. You can decide what role this person should have. The Authorized Rep can just sign the application and report changes, or can also get an EBT card. It is up to you how much authority you give. Be sure to choose someone you trust. If this person gives DTA wrong income or other eligibility information and you get too much SNAP, you might have to pay back an overpayment. 106 C.M.R ,

9 Do I get to keep my own EBT card? YES. You should not lose access to your EBT card even if have an authorized representative. DTA can issue two EBT cards one for you and one for your authorized representative. 106 C.M.R Advocacy Reminder: DTA cannot force you to have an authorized representative if you do not want one, except for individuals in substance abuse disorder treatment programs. It is your choice. You can also tell DTA at any time if you want to remove this person from your SNAP case. DTA Online Guide: Cross Programs > Request for Assistance (RFA) > Assisting Person (RFA). See also OLG Transmittal (Jan. 4, 2016) 8 How do I give someone permission to talk with DTA about my case? You have the right to give permission to anyone you choose to find out what s going on with your SNAP case or help you get your SNAP case fixed. This may be a social service agency, food pantry, legal services, a trusted family member or friend. This is different from appointing an authorized representative, a person or organization with a more active role in your SNAP case. See Question 7. Before anyone can talk with DTA about your case, you need to send DTA a written and signed statement that allows DTA to share information about your SNAP case to the person or organization helping you. 106 C.M.R You can also call the DTA Assistance Line and give your oral consent. There is no requirement that a specific or correct form must be used. Ask to speak with a Supervisor if a DTA worker insists on a specific form. Appendix C has a sample Client Consent Allowing DTA to Release Information to a Helping Agency. You can also send a handwritten note (signed and dated) with the same information and quickly upload this document through DTA Connect. See Question 30. Food Stamp/SPAN Advocacy Guide January 2018 Page 15

10 9 How do I apply if I live in a group home, substance abuse or teen program? Group home residents If you live in a licensed group home for persons with disabilities, you may be eligible for SNAP benefits as a one person household even though you live with others and share common meals. 106 C.M.R (B). A licensed group home is one licensed by the state as a community-based residential facility and can serve no more than 16 residents at a time. 106 C.M.R Many group homes are also the Authorized Representatives for residents. This means a group home manager may file a SNAP application for each residents and/or the group home receives the EBT card. Other group homes have the residents apply, but also have point of sale (POS) devices similar to grocery stores to swipe the EBT card of each resident monthly. Under SNAP rules, you cannot be forced to designate the group home your Authorized Representative unless the group home makes an individualized determination that you cannot manage your benefits due to your disabilities. 106 C.M.R (A). See Question 41 for your rights under SNAP as a group home resident. Residents of substance abuse disorder treatment centers If you are a resident of a licensed substance abuse disorder treatment program, the SNAP rules say that the treatment program must be your Authorized Representative. 106 C.M.R Even if you apply for SNAP, the rules say the recipient must transfer their EBT benefits to the treatment program for food purchases while you are staying there. If you live in a sober house or other roomer/board situation which is not licensed by the Department of Public Health, the sober house should not take your EBT card unless you voluntarily appoint them as your authorized representative. Residents of teen living programs If you are living in a teen parent program, the program is given the authority to decide if it will be the authorized representative and receive the SNAP benefits, or if it will allow you to apply for and spend the benefits yourself. 106 C.M.R (B).

11 When you leave the group home, substance abuse or teen program After you leave a group home, treatment center or teen living program, the home or program must return your EBT card to you. If you do not have an EBT card in your name, they should help you get one. The home or program should also give you any SNAP benefits remaining for that month (the pro-rata share of your SNAP based on the day you leave). They cannot keep the full month worth of SNAP if you are not staying the full month. Contact an advocate if you do not get back your EBT card or benefits, or do not help you with getting your own EBT card. DTA Online Guide: DTA Policy Guidance: Group Homes: SNAP > Expenses and Deductions > Household Expenses > Group Homes > Group Homes TAFDC > Program Nonfinancial Requirements > Teen Parents > Teen Parenting Program Additional Guidance: DTA has a special Authorized Representative Form for group homes, available at Mass.gov/snap Authorized representatives are not subject to EBT photo card requirements and will be issued Valid without Photo cards for the individuals they assist. Ops Memo , pg. 2 (June 11, 2014) 10 Does DTA have to interview me? YES. DTA is required to interview all applicants for SNAP benefits. 106 C.M.R The interview must be done by a DTA SNAP worker, and not a community organization. The interview is usually done by phone. If you apply in person at a local DTA office, you can have your interview in person if you choose to wait to meet with a DTA worker. When do I have my interview? DTA should try to call you as soon as they get the SNAP application to screen you for emergency (expedited) benefits. See Question 23. If DTA does not reach you, DTA should send a written notice with a date and time a DTA worker will call. The notice will also list the phone number they have on file to reach you. If this phone number is not correct, call DTA immediately or use DTA Connect to correct it. See Question 30. Food Stamp/SPAN Advocacy Guide January 2018 Page 17

12 The day before your interview, DTA s auto-dial system should call you at the number you listed your application to remind you about the upcoming interview. On the day of your interview, the DTA automated phone system will automatically call you at the scheduled time. The phone caller ID should say COMM of MASS. When pick up the call, you will hear instructions telling you to press 1 in order to talk with a case manager. You may need to wait for a few minutes for a worker to come on the line. If you do not pick up when DTA calls, DTA should leave a voic . DTA should then call back a couple of minutes later. If you miss the phone call, you can call the DTA Assistance Line: Do I need to wait for my scheduled interview? No! You can have your interview at any time by calling DTA during business hours at You may need to wait on hold to talk with a live worker. Can I be scheduled for an in-office interview? If you do not have a phone number listed on your application, DTA will schedule an in-person interview at the local office. You can always call the DTA Assistance Line any time and ask for a phone interview instead. For example, you can call from the phone of a local agency or friend. If you have an interview at the local DTA office, the DTA worker must conduct the interview in a private setting and not in the waiting room where others can hear you. Your personal information must be kept private and not shared unless you give written permission. 106 C.M.R , If you feel the space you are in is not private (for example, a cubicle where you can hear other clients), you ask the DTA worker to have the interview moved to a private room. If you are scheduled for an in-office interview solely because DTA says you need a photo EBT card, that is not correct. See Question 33. If you are applying for DTA cash assistance benefits, you will need to go to the DTA office for an in-person interview. If you are disabled and need a home visit, DTA also has the authority to make an accommodation to send someone to your home. See Question 27 and 28.

13 What happens during the interview? The role of the DTA worker is to: Screen you for expedited (emergency) benefits that can be issued within 7 days. See Question 23. Confirm the information you gave on your application and any information DTA gets through government data bases. Review the documents you sent in and tell you what proofs or verifications DTA needs and when they are due Issue you an EBT card either by mail or in person if you are at the local DTA office and tell you how to use the EBT card (if you have an EBT card from when you were on before and it still works, you do not need a new card). Review the SNAP time limit and work requirements if you or a household member is subject to the ABAWD 3 month time limit and work requirements. See Question 60 and Question 61. Tell you how long your benefits are certified for and when you need to send in an Interim Report or report changes to DTA. Answer any questions you have and offer to help if you need help getting verifications or contacting a third party for information. Explain your rights and responsibilities, as well as the penalties for committing fraud or for other program rules. What happens after the interview? You should receive a DTA letter with a Verification Checklist (also called a VC-1) if there are proofs DTA needs. See Question 12. DTA should approve your case by 30 days from the date of your application if you are eligible. Advocacy Reminders: You can call DTA any time after submitting your SNAP application for an interview. If you apply by mail or fax, wait a couple of days to make sure they have gotten your application. Food Stamp/SPAN Advocacy Guide January 2018 Page 19

14 Before or during the interview, a DTA worker should review the documents you sent in with your application. If a DTA worker claims they cannot find the documents you sent or asks you to send in documents you sent before, see Question 29. DTA Policy Guidance: DTA Online Guide Sections: General Application Interview: SNAP > Application Processing > SNAP Application Processing > The Application Interview, Business Process (BP) > Procedures (BP) > Processing Procedures > Application Processing > SNAP Application Processing > Expedited Benefits Additional Guidance: Workers must contact SNAP applicant within two business days to schedule an interview. F.O. Memo (Aug. 3, 2011) 11 What happens if I miss the interview? If you miss a scheduled interview, DTA is required to send you a written notice called a Notice of Missed Interview (DTA may call it a NOMI ). The DTA notice must say that you have the right to another interview. 106 C.M.R , You do not need to a show good cause for missing the interview. Simply call and follow the prompts to get to a DTA worker. However, if you do not have an interview within 30 days of when you applied, your SNAP application will be denied. 106 C.M.R (B)(1). You still have the right to reapply for benefits. The denied application will not be held against you, but the start date of your benefits will be the date you reapply. Advocacy Reminders: DTA cannot deny your SNAP application or make you reapply if they failed to contact you, failed to send you a notice of initial interview and/or failed to send a notice of missed interview (NOMI). Contact the Assistance Line and ask to speak with a supervisor or contact an advocate. You can also file an appeal to get retroactive benefits. See Question 106.

15 DTA Online Guide: DTA Policy Guidance: SNAP > Application Processing > SNAP Application Processing > The Application Interview, Business Process (BP) > Procedures (BP) > Processing Procedures > Scheduled SNAP Telephone Appointments Additional Guidance: SNAP interview appointments should be scheduled timely, BEACON should automatically mail NOMI to household when worker checks that client missed interview call. OLG Transmittal (April 17, 2015). DTA must send notice of missed interview (NOMI) if applicant misses an inoffice or phone interview; no need for applicant to establish good cause to get rescheduled interview. DTA workers instructed to contact the helping agency listed on application if unable to reach client. Transitions Hotline Q&A, (March 2011) and F.O. Memo (March 15, 2007) 12 What proofs does DTA need and when? When you sign a SNAP application, you are agreeing that everything stated on the application and other information you provide is true under the pains and penalties of perjury. During the interview, the DTA worker should verbally tell you what proofs are required and ask if you need their help getting them. 106 C.M.R DTA should then send you a verification checklist (called a VC- 1 ) and give you at least 10 days to get the mandatory proofs back to them. DTA must give you a full 30 days from the day you apply before they send a denial notice. If you had an interview but some proofs are still missing by Day 30, DTA will send you a pending denial notice. 106 C.M.R This means you have another 30 days to get them missing proofs and not have to reapply. See Question 21 if your proofs get in late. DTA cannot limit proofs to any single document. Any document that proves an eligibility factor should be accepted. 106 C.M.R (A), If you have trouble getting DTA proofs, ask DTA for help! The SNAP rules also require that you provide proof of certain mandatory eligibility factors. This includes proof of: Food Stamp/SPAN Advocacy Guide January 2018 Page 21

16 Identity of the head of household: Documents with your name on it, 106 C.M.R (G), such as: o Driver s license or Mass. ID o Birth certificate or hospital birth record o Other government or court documents o School or work records o Any other document that shows who you are Only the head of household must verify identity. DTA can also verify your identity and the identity of other household members by doing a data check using the name, date of birth and SSN. If you have been on SNAP before in Massachusetts, DTA should not ask you to prove your identity again. Massachusetts residence: Document with your name and current address,106 C.M.R (H), such as: o Lease, rent receipt or Landlord Verification form o Deed or mortgage statement o Utility bill o Mass. driver s license or Mass. ID with current address o Voter registration o Statement from someone you live with o Statement from someone who knows where you live DTA should first try to confirm your residence through the Registry of Motor Vehicles if you have a MA state ID or driver s license. Otherwise, DTA may ask for one of the documents above. DTA should not require a statement from your landlord if you have other proof of residence. If you just came to the area, and you are homeless or you are a migrant worker, you do not need to verify residence. 106 C.M.R Current earnings: Proof of any pay you got in last 4 weeks (unless you just started work), 106 C.M.R (A), (G)(1), including: o Paystubs or pay envelopes o A letter from your employer showing gross income. o Other proof of gross income (before taxes)

17 If your employer uses The Work Number (also called Equifax ) for employee information, DTA can get your current earnings from that source. DTA will tell you on notices if they used Equifax to prove your earnings. Large employers like Dunkin Donuts, Home Depot and other businesses may use the Work Number for payroll purposes. If you cannot get proof of earnings from your employer, ask DTA to contact the employer directly. See Question 19. SNAP rules also require DTA to accept the best evidence available for verification of income, which could be a self-declaration if neither you nor DTA can get other proof. 106 C.M.R (A) and 106 C.M.R (G)(3): If all attempts to verify gross income are unsuccessful because the person or organization providing the income has failed to cooperate with the household and the Department, and all other sources of verification are unavailable, the Department shall determine the amount to be used for certification purposes based on the best available information. DTA changed the SNAP regulation in January 2017 to require that proof of earnings must include both the amount of earnings and number of hours worked. Requiring proof of hours may violate the federal SNAP rules. 7 C.F.R (f)(1)(i). This may be an issue if you do piece work, or you are paid by the job and not hourly. Contact Legal Services if questions. The only time you need to prove hours of work is if you need to show work hours to qualify as an ABAWD (see Question 60) or a college student (see Questions 45). Last day of work If your last day of work was within 30 days before the date of your application, DTA will need to know when you were last paid and how much you were paid. This income counts for the first month of your SNAP. 106 C.M.R If your last day of work was more than 30 days ago, in some situations DTA can ask you for proof of the last day you worked and why you left your job. This is required only for individuals subject to the SNAP work registration rules, and only if you voluntarily quit your job in the past 60 days. See Question 57. DTA may ask for proof if they decide the information you gave on your application or during the interview is considered questionable. 106 C.M.R (F). Food Stamp/SPAN Advocacy Guide January 2018 Page 23

18 Unearned income DTA can confirm a lot of unearned income directly through different databases. 106 C.M.R (G)(2). For example, DTA should confirm: o Social Security (also called RSDI ) or SSI (Supplemental Security Income) through Social Security (SSA) o Unemployment Insurance through the Division of Unemployment Assistance (DUA) o Child support you get through the MA Department of Revenue DTA should only ask you to verify these types of income if they can t get the information from the government database, or if the information they have does not match what you reported. If DTA asks you for proof, ask them to double check these data sources first. If you have other unearned income such as a pension or workman s compensation DTA will ask you to send proof, such as a: Self-employment o Benefit or award letter o Check or record of payment o Statement from the agency making payments DTA needs copies of any tax returns or business records that show the profit earned on self-employment and your business expenses. 106 C.M.R If you have not filed tax returns, any other documents that reasonably prove your income should be accepted (including a sworn statement in limited situations). Try to verify all your business expenses to reduce countable income. See Question 72. If you get money from renting out a room or apartment in your home or other property, see Question 74. To show business expenses send DTA documents such as: o Records that show business expenses, such as tax documents o If you have rental income: o Statement if you spend 20 hours or more per week managing the rental unit(s), and o Proof of mortgage (including principal and interest) o Bills for taxes, insurance, water, sewer, maintenance, and/or repairs o Utility bills if you pay utilities for rental unit(s)

19 No income If you have $0 of income, you should be able to self-declare this on the SNAP application.106 C.M.R (A). If DTA has a good reason to believe you may be hiding income, they can ask you for additional information to understand how you are managing. 106 C.M.R (E) They must document their reasons in the file. DTA may question if you have unreported income if your living expenses are higher than your income and you don t give DTA an explanation about how you re meeting your expenses. Be sure to explain to the DTA worker if you owe back rent, are borrowing money from family or friends, running up a credit card, or other reason. Unless questionable, your statements should be accepted. See Question 20. Disability You only need to prove disability if you are under age 60 and you are claiming a work exemption, a special immigrant exemption or to claim higher shelter costs or medical expenses. You usually only need to show DTA proof if you get a disability based benefit other than RSDI, SSI or EAEDC. If you get MassHealth coverage based on a disability DTA should confirm that directly with MassHealth.106 C.M.R (B)(2). See Question 38. Assets There is NO asset test in SNAP for most SNAP households. The only time you are asked about assets is when you are seeking expedited (emergency) SNAP benefits of if a household member has been disqualified due to an Intentional Program Violation. See Question 67. Immigration status Proof of status is required if you are not U.S. citizens and are applying for SNAP for yourself. 106 C.M.R (B). See Question 48 for more details. Examples of proof of immigration status include: o Permanent Resident Card ( green card ) o Employment Authorization Document o Temporary Resident Card o Arrival-Departure Record (I-94) o Stamp in Passport o Other document showing current or pending immigration status Food Stamp/SPAN Advocacy Guide January 2018 Page 25

20 o Statement from an immigration attorney about current or pending status After getting your verification, DTA will confirm the immigration status through SAVE (federal database). See Question 48 if you have lost documentation of your legal status. Other proofs - when DTA determines that information you gave is questionable. 106 C.M.R See Question 20. Advocacy Reminders: DTA should not ask for permanent verifications (eligibility factors that never change) you already gave them. If you have trouble producing missing wage information or your day of work, DTA can help you get information from your employer using a Request for Employment Information form, see Appendix C. If there is a missing week of work, but your pay stubs show year-to-date gross income, DTA can often figure out the missing week of income from other pay stubs. DTA Policy Guidance: DTA Online Guide: Cross Programs > Verifications > Verifications Overview Cross Programs > Verifications > The Verifications Checklist Business Process (BP) > Procedures (BP) > Front Office Procedures > Determining Document Urgency Additional Guidance: Local DTA office staff must review documents hand-delivered to DTA and assign an urgent or non-urgent status. Urgent documents (e.g. for expedited) must be processed by first available worker before sending them to EDMC, nonurgent documents batched and sent by local DTA to the EDMC. OLG Transmittal # (May 1, 2015)

21 13 What information can I self-declare? The SNAP rules allow you to self-declare: o Your household living situation (for example, if you live with others, you can self-declare that you purchase and prepare food separately), o The U.S. citizenship of any household member, o Your date of birth (DTA will double check this when verifying your SSN), o Your shelter expenses (rent, homeownership costs, type of utilities you pay for), o Your child care or adult dependent care expenses. You can declare the information above if you include it on your SNAP application, your recertification form, an interim report or any written statement you sign and date. See Appendix C for a sample form to declare shelter and dependent care costs. DTA should accept your self-declaration unless DTA determines the information is questionable. See Question C.M.R (A),(K); , (D), What information or proofs do I need to claim living expenses? DTA needs certain information about your expenses to calculate the amount of your benefits. Some of this information can be self-declared. These are considered optional verifications. If you do not provide information or required proofs for the expenses, DTA cannot deny your benefits but the SNAP amount will be calculated without these deductions. 106 C.M.R (B). Shelter costs can be self-declared. Be sure to write down the amount of your shelter costs on the paper SNAP application or a separate piece of paper you signed and dated. 106 C.M.R (K). If not written down when you apply, see sample declaration in Appendix C. Food Stamp/SPAN Advocacy Guide January 2018 Page 27

22 If your shelter costs appear questionable, DTA may ask for a rent receipt, canceled check, money order, copy of a lease, proof of home ownership or a statement from your landlord or tenant you share expenses with. See Question 83 on how DTA calculates shelter costs. If you have rental income from your property, see Question 74. Child care or adult dependent care costs can be self-declared. You do not need to verify child care costs. Be sure to tell DTA what you pay on the SNAP application or on a separate piece of paper. A sample declaration form is in Appendix C. Dependent care includes what you pay for day care, after-school programs, summer programs as well as transportation to and from the child care location. You can also claim the costs of care needed for an elderly or disabled household member. 106 C.M.R (K). See Question 81 for more about dependent care costs. If your dependent care costs appear questionable, DTA may ask for proof such as a statement from your caregiver, canceled checks or other documents showing what you pay. Medical expenses proofs required. If you are disabled or an elder (age 60 or older), you can claim unreimbursed medical expenses. 106 C.M.R (D). See Question 79 for a detailed list of medical expenses and acceptable proofs, and Appendix C for a MLRI flier and sample screening forms. Child support paid to children outside the household proofs required. You will need to show two things: proof that you have a legal obligation to pay support, and the amount that you pay. 106 C.M.R (J), (E). See Question 80. DTA Policy Guidance: DTA Online Guide: SNAP > Expenses and Deductions > Introduction > Expenses/Deductions Introduction

23 15 If I move, how do I report my new address? It s important to tell DTA if your address changes so you don t miss important notices. Also, if you move and your rent goes up you may be eligible for more SNAP. How do I know if DTA has my correct address? Check the addresses on the most recent notices DTA sent you. Or you can check by following the prompts on the DTA Assistance Line or downloading DTA Connect. DTA s mobile app. See Question 30. How do I report my address has changed? 1. Call the DTA Assistance Line at Follow the prompts to report your address change through the interactive phone system (you don t have to talk to a live DTA worker). 2. Change your address through DTA Connect. See Question Verbally report the change to a DTA worker on the Assistance Line or at a local DTA office, OR 4. Send DTA your new address by fax or mail. If your rent has gone up, be sure to write down what your new rent amount is, and if you have heat, AC or other utilities separate from rent. When you report a change of address DTA may send you a letter asking for verification of the address, amount of rent and if anything else changed in your household. If you are on Simplified Reporting, you do not need to reply to this letter! We advise you not to reply unless your housing costs went up when you moved. See Question 100. If you are still a MA resident and you tell DTA about a new MA address, you should not have to reprove your residency. What happens if mail is returned to DTA? DTA mail is not forwarded by the U.S. Post Office. Letters DTA sends you may get returned if you have moved. The steps DTA will take if they get returned mail are different depending on your reporting requirements. Food Stamp/SPAN Advocacy Guide January 2018 Page 29

24 If you are on Simplified Reporting (most SNAP cases): If DTA gets a forwarding address from the U.S. Post office, they will update the address in your case. If there is no forwarding address, they may also send you a check-in notice asking for your new address. Check DTA Connect if you are not getting notices from DTA. If you are on change reporting (if you get cash benefits and SNAP): DTA will send you a letter asking for more information (either to the address they have on file or the forwarding address, if there is one). If you do not respond they will take steps to close your SNAP case. If DTA delays or stops or SNAP because they say they do not know where you are, contact Legal Services. DTA Policy Guidance DTA Online Guide: Cross Programs > Request for Assistance (RFA) > Address (RFA) Additional Guidance: If mail returned as undeliverable to DTA, DTA will request verification of new address from household unless case is on Simplified Reporting. Automatic case closings if verification not returned. Ops Memo A (March 28, 2013)

25 16 How do I send DTA my documents? You can send documents to DTA one of four ways: 1. DTA Connect. You can upload and send your documents through DTA Connect. They go straight into your DTA case record. This is the fastest way to get DTA proofs! See Question FAX documents to DTA at MAIL documents to: Department of Transitional Assistance P.O. Box 4406, Taunton, MA Hand-deliver documents to any local DTA office. Advocacy Reminders: You always have the right to bring documents at any DTA office. 106 C.M.R If you need urgent help or need to meet a deadline you have a right to wait and meet with a worker who should review your documents with you. DTA has document scanners in each local office. These are like fax machines where you can scan and ship your documents directly to your case record. This is quick and easy. You keep your original documents, and DTA should give you a receipt showing the date and time the documents were scanned. If you need urgent help you have a right to wait to meet with a worker and have your documents looked at in person. DTA has special pre-stamped envelopes with the DTA Document Center address. Ask for one to send future documents by mail. Don t mail in original documents. DTA shreds all documents except for permanent documents such as birth certificates. If you do mail in original documents, like pay stubs, you should include a note asking DTA to return them to you. Keep track of the date and proof that you sent DTA the documents in case documents get lost. Food Stamp/SPAN Advocacy Guide January 2018 Page 31

26 Write on each page of the documents your name and your DTA Agency ID (if you know it) or the last 4 digits of your SSN. That will help the EDMC match the documents with your SNAP file. If you are faxing a double-sided document, don t forget to fax both sides! Photos or documents printed on grey or color paper do not fax clearly-send these documents in through DTA Connect. DTA Policy Guidance: DTA Online Guide: Business Process (BP) > Procedures (BP) > Front Office Procedures > Preparing Documents for Transport to the EDMC Business Process (BP) > Procedures (BP) > Processing Procedures > Linking Scanned Documents to Verification 17 How do I get information about my SNAP case by phone? DTA has one central phone number for all SNAP households called the DTA Assistance Line When you call DTA you can: Use an Interactive Voice Response (IVR) system to get information about your case and report certain changes. The IVR system is available 24 hours/7 days a week. Speak with a live DTA worker Monday through Friday from 8:15AM to 4:45PM. There may be long waits on the phone (see Question 18). Get general information such as: o The street and city address of your local DTA office. o Information about DTA s SNAP and cash programs. o Request a DTA Income Verification Letter that shows the amount of your DTA benefits. o Request DTA mail you a paper SNAP application. The automated IVR can be used to get specific information about your SNAP case. You need the SSN and year of birth of the SNAP head of household. If you are worried about unauthorized people trying to get information about you through the IVR, you can block access. See Question 30.

27 Once you enter the SSN and year of birth, the IVR will tell you some details about your case including: Status of your SNAP application or benefits Date that DTA last received a document from you. Amount of your benefits and next date you will have SNAP or cash deposited on your EBT card. You can also use the IVR to report two changes to DTA (a change of address or a new phone number) or to request a new EBT card. 18 How do I reach a live DTA worker? The DTA Assistance Line is staffed with DTA case managers from 8:15 AM to 4:45 PM on regular business days. Follow the IVR prompts to: Speak with a live DTA worker about your SNAP or cash case. Reach a DTA Domestic Violence specialist. Request an accommodation (extra help) for if you have a disability or impairment. See Question for more information. Reach other DTA offices including the Division of Hearings, the Overpayment Recoveries Unit and other DTA units. When you call the Assistance Line, you may have to wait on hold to talk with a DTA worker. We recommend you call from a landline, a social services agency or a cell phone that does not use up limited phone minutes. Can I ask for a call back? You may be given the option to request a courtesy call back from a DTA worker. DTA provides this call back option at certain times. If you choose to ask for a call back, make sure to leave a phone number where DTA can reach you in the next hours. If a call back is offered, it is your choice if you want to ask for a call back or wait on hold. What happens when I reach a live worker? The worker will first ask for your name, your DTA Agency ID (if you know it) or your SSN. That information will help the worker confirm who you are. The worker should look up your case, find out why you are calling and try to help you. Food Stamp/SPAN Advocacy Guide January 2018 Page 33

28 If you are calling for an interview for your recent SNAP application or recertification, the worker should conduct an interview on the spot. The worker should not tell you to call back later. Example: Juan applied for SNAP on June 1. He was scheduled for an interview on June 8 th, but the time conflicted with his work hours. Juan calls the DTA Assistance Line on June 5 th. The SNAP worker who answers should do the interview and not tell Juan to wait until June 8 th. If Juan sent in proofs with his SNAP application, the worker should review the documents and process his case, or tell him what is missing and send him a Verification Checklist. Juan could also upload any documents he has through DTA Connect for the worker to review. Advocacy Reminders: When you call the DTA Assistance Line, the DTA worker should give his or her name and office location. Write this down. If the worker does not volunteer this information, ask the worker directly. DTA workers have been instructed to provide their name. If not satisfied, you can ask to speak to the worker s Supervisor, or the DTA local office manager where the worker is stationed, You can also can call the DTA Ombudsman Office. See Question 29. If you are a helping agency or advocate calling on behalf of a client, first let the DTA worker know that a signed client consent authorizing you to speak with DTA was faxed or mailed to DTA. The workers should not refuse to look up that information in the BEACON Scanned Document History. See Appendix C for sample consent form. Individuals and families getting TAFDC or EAEDC cash assistance (and SNAP), have an assigned DTA worker at their local DTA office and will be referred to that worker if they call the Assistance Line. Certain free cell phones such as Lifeline, SafeLink and Assurance use up limited cell phone minutes for toll free phone calls, including DTA s Assistance Line. If possible, try to use a landline or the phone of a social service agency line if you have limited cell phone minutes. DTA Policy Guidance: DTA Online Guide: Business Process (BP) > BP - Overview > SNAP First Available Worker Model

29 19 Should DTA help me if I am having a hard time getting proofs? Yes! DTA workers are required to help you get proofs if you tell DTA you are having difficulty. 106 C.M.R This can include making a collateral contact (calling a third party to confirm information). 106 C.M.R (B). Examples of DTA worker assistance include: DTA contacting an employer for missing wage information DTA contacting another state to confirm the date your out-of-state SNAP case closed. DTA should also provide you with additional accommodations if you have a disability that makes it hard for you to get proofs or comply with other DTA rules. See Question 26. If you need help through a collateral contact, it is up to you to give DTA the names of people to contact and written permission to contact. DTA cannot require you to agree to a third party contact if you can verify the information in a different way. Your privacy is important and must be respected. 106 C.M.R You cannot be denied SNAP just because you are having trouble getting proofs. DTA has to accept the best evidence available. But you can be denied if you refuse to cooperate with getting the proofs, refuse to be interviewed, or if you do not meet the other eligibility rules. 106 C.M.R and DTA Policy Guidance: DTA Online Guide: Cross Programs > Verifications > Verifications Overview > Providing Assistance to Clients in Obtaining SNAP Verifications Food Stamp/SPAN Advocacy Guide January 2018 Page 35

30 20 What if DTA questions the proofs I sent or asks for more proofs? You have some core rights when it comes to verifications: DTA must accept any documents that reasonably prove your eligibility. 106 C.M.R DTA cannot demand a specific document such as a birth certificate for identity when the SNAP rules allow for other options. If verification depends on the cooperation of a third party such as getting wage information from an employer DTA cannot deny your SNAP if the third party does not cooperate. DTA must accept the best evidence available which could be a self-declaration. DTA should not require you to prove a negative, such as the address of an absent parent not living with you. In general, DTA should not ask for additional proofs unless the information or documents you already gave them is questionable. Questionable means the information you gave DTA is inconsistent with information you already shared with them or information they know about (e.g. through database checks). 106 C.M.R The DTA worker must review the individual circumstances of each household before determining information is questionable. If you are asked to prove something that you cannot, or that seems unreasonable, contact a legal advocate. See Appendix E. If DTA does not accept the proofs you give them, the DTA worker must write down in your case record the reasons for rejecting that proof. 106 C.M.R If you think you have given DTA enough proof, you can ask to speak to a Supervisor to review, or contact a legal advocate. Example 2: Sandy is 55 and works as a personal care attendant. She applied for SNAP and during her interview explained that she divorced her husband six months ago, but that she still gets some of his mail at her house. The ex-husband applied for his own SNAP with a different address. A Registry of Motor Vehicle check shows

31 that her ex-husband still registers his car at her address. Sandy tells DTA he does not live with her. This is not questionable - it does not contradict what she said during her interview and is supported by her ex-husband applying for SNAP with proof of a different address. Sandy has no control over her husband, does not own the car and should not be required to prove where her ex lives. What if DTA suspects I have living expenses that exceed my income? DTA has a policy to ask for more information when they think a SNAP household is suspected of living above means (called their SLAM policy). If DTA thinks your income is too low to meet your rent or other expenses, a DTA worker may ask you questions about how you are getting by. DTA may also send you a Verifications Checklist asking for more information. Many low income households have living expenses that exceed their income and are often borrowing from family members or friends, are running up credit cards or often running up debt that may trigger a utility shut off or eviction. While money paid by a spouse or parent of a minor child must be reported and is countable income, cash contributions or loans from friends or relatives generally do not count. See Question 69. You should be prepared to explain to DTA how you are getting by. It is very important that you answer DTA s questions truthfully. Example 1: Fiona owes $1,000 per month in rent but only makes $800/month since she lost one of her jobs. Fiona explains that her landlord is allowing her to pay half her rent until she is fully employed again. Example 2: Clara has been unemployed for a year due to a car accident and has no income. Her share of the rent is $500 per month. Clara explains during her SNAP application interview that she s been borrowing money from friends after running up debt on her credit card. In both examples the household gave a reasonable explanation. It does not appear questionable, and DTA should not require additional verifications. If DTA asks you to verify that your rent payments are past due, or how you are getting by, call Legal Services. Food Stamp/SPAN Advocacy Guide January 2018 Page 37

32 DTA Policy Guidance: DTA Online Guide: SNAP > SNAP Verifications > SNAP Verifications Overview Cross Programs > Verifications > Questionable & Contradictory Info > What is Questionable Contradictory Info Cross Programs > SLAM > Addressing SLAM 21 Can I get my SNAP case reopened if I am denied for lack of proofs? First, DTA must give you a full 30 days to get in proofs before you are denied - 30 days from the date you applied. DTA must also send you a notice of the verifications they need and alternative proofs you can send. Second, if the proofs they need are still missing by day 30, DTA will send you a pending denial notice. 106 C.M.R The SNAP pending denial notice should list the specific proofs that are still missing, and tell you that you have another 30 days to bring in these proofs. If you get the proofs to DTA within this second 30 day period, your case should get reopened. You do not need to reapply. 106 C.M.R Example: Vicky applied for SNAP on June 1. She sent DTA most of the required verifications by June 10, but was missing wage stubs from one of her part-time jobs. Vicky was sent a denial notice dated June 30 th telling her she was denied and the proofs missing. Vicky sends DTA the missing wage stubs on July 10. DTA should reopen Vicky s SNAP application without making her reapply. DTA Policy Guidance: DTA Online Guide: Cross Programs > Verifications > Verifications Overview and SNAP > Application Processing > SNAP Application Processing > The BEACON-generated Pending Denial Notice

33 22 What if DTA does not give me SNAP back to the date I applied ( pro-rating )? If DTA denies your SNAP benefits for missing proofs, but you sent DTA the missing proofs within 30 days of the denial, DTA should reopen your SNAP application. You do not need to reapply. However, your SNAP case will be approved back to the date DTA received required proofs. If DTA starts your SNAP benefits at a later date instead of the date you first applied this is called pro-rating. But, your SNAP benefits should not be pro-rated for the first month if the reason for the delay was not your fault. The SNAP regulations, 106 C.M.R and 920, state that DTA can pro-rate the benefits only if it they determine the delay in providing proofs was the fault of the household. In many cases, DTA s eligibility computer system (BEACON) appears to be programmed to automatically assume a delay was the fault of the applicant. BEACON then approves the SNAP start date later than the date of the SNAP application. But this may not be correct! A delay in sending DTA proofs is not your fault if: DTA did not tell you which proofs they needed or all the alternate proofs they can accept, DTA did not give you enough time to get in proofs, or DTA did not offer help if you had trouble getting the proofs. The letter you get from DTA approving your SNAP may state that your first month of SNAP will be different from your regular amount, but will not tell you by how much. If your SNAP was pro-rated and you believe the delay was not your fault, you can call the DTA Assistance Line, the DTA Ombudsman s Office or file an appeal. See Question 29 and 106. Example: Louise applied for SNAP on June 1 st but had trouble proving her earnings. She has direct deposit of her net wages, but her boss refused to give her a statement her gross earnings. She got a pending denial notice on June 30 th. Louise was finally able to send DTA the missing pay information on July 10 th. DTA approved her case, but only gave her SNAP starting July 10 th. This Food Stamp/SPAN Advocacy Guide January 2018 Page 39

34 means she missed 40 days worth of SNAP. You learn Louise actually had asked the DTA worker for help getting the missing wage information because her employer was uncooperative. DTA made a note in the case record, but did not offer to contact the employer. Because DTA failed to offer to help her back in June, DTA incorrectly prorated the SNAP benefits. Louise is entitled to SNAP retroactive to June 30 th when she first applied. Advocacy Reminders: If you submit verifications to DTA within 30 days after you got a pending denial notice, call the DTA Assistance Line and ask them to check your case record in case your documents were not processed. If you were denied or terminated from SNAP within the last 90 days, you still have a right to appeal that denial or termination. The hearing officer should accept any proofs you provide at the hearing under special de novo appeal rules for applications. See Question 107. You should also reapply for benefits (to get back on quickly) even if you file an appeal for retroactive (back) benefits. Federal SNAP rules require states to inform SNAP households of the missing verification, offer to assist in obtaining that verification, and allow the household extra time to get the missing paperwork. 7 C.F.R (h)(1)(i)(C). If DTA has not done all of those things, the SNAP regulations say the delay is DTA s fault. DTA Policy Guidance: DTA Online Guide: SNAP > Proration > Proration Overview Additional Guidance: Describes detailed DTA procedures for determining client fault versus DTA fault. Ops Memo (June 11, 2014). (Policy may violate federal SNAP regulations, which require state agencies to have taken multiple steps before assigning fault to SNAP applicant)

35 23 When am I eligible for expedited or emergency benefits? Expedited SNAP benefits are not extra benefits they are a faster way to get your first month of SNAP benefits. You may be eligible for expedited SNAP if: you have $150 or less in monthly gross income and $100 or less in liquid assets (cash and money in the bank), or your shelter costs are higher than your combined gross monthly income and cash and savings (DTA adds the value of the standard utility allowance or SUA to your rent or home ownership costs), or you are a migrant household with $100 or less in cash and savings. See 106 C.M.R Example: Stella is age 65 and earns $200 a week in gross wages (before taxes) at her part time job, for a total monthly income of $866 (weekly x 4.333). Stella pays $500/month rent and separately pays heating costs. Her total shelter costs are $1,109 based on her rent of $400 plus the $636 heating/cooling standard utility deduction (SUA). Because her gross income is less than her shelter costs, Stella is eligible for expedited SNAP for one month. You only need to verify your identity to qualify for expedited SNAP. DTA should verify your identity by confirming your Social Security Number. See Question 12. If you qualify, you should get SNAP benefits and an EBT card with benefits on it within 7 days from the date of your application. The SNAP rules require DTA to screen all applicants for expedited service upon receiving the application. 106 C.M.R To get ongoing SNAP benefits after the expedited month, you will have to provide proofs of all the other eligibility factors. 106 C.M.R (B). The amount you get in expedited SNAP benefits is based on the income you have already received and the income you anticipate receiving in the cyclical month of your SNAP application. DTA will count the earnings from your last pay check in that cyclical month, even if that job has ended. 106 C.M.R Food Stamp/SPAN Advocacy Guide January 2018 Page 41

36 Advocacy Reminder: It is often faster to get expedited SNAP by going in person to a local DTA office, especially if it is hard to reach you by phone. You cannot get expedited SNAP month after month. You can only get expedited SNAP once every 12 months, unless the last time you got expedited you finished the SNAP application process, verified everything DTA requested and were approved for SNAP. If you got expedited SNAP and are still missing proofs at the end of 30 days, but you did not get a SNAP denial letter, call DTA. Sometimes DTA only sends an expedited approval letter for the one-month. DTA Policy Guidance: DTA Online Guide: SNAP > Application Processing > SNAP Application Processing > Expedited Benefits Additional Guidance: Case managers can process expedited and ongoing SNAP at the same time if all necessary verifications provided. OLG Transmittal (Jan. 4, 2016). Expedited benefits can be issued more than once if the applicant previously verified required information, or if more than 12 months has elapsed since receipt of expedited. Transitions FYI (Dec 2010).

37 24 What if I do not speak English? If English is not your primary language, DTA must provide you with a bilingual DTA worker or communicate through a translation service. When calling the DTA Assistance Line, DTA has a recording with the prompts you can push to get service in your language. As of January 2016, the DTA Assistance Line has language capacity in English, Spanish, Portuguese, Cantonese, Vietnamese and a separate prompt to push for other languages. If you select a language other than English, then: You should be connected to a bilingual DTA worker, OR The DTA worker should add a bilingual DTA interpreter to do a three way call with you, OR The DTA worker should use their language line interpreter service. Does DTA have SNAP applications in other languages? The online application is currently in English, Spanish, and Portuguese. If you are applying for SNAP online through the Virtual Gateway (see Question 2), you should indicate your primary language in the Personal Information section on the drop-down menu labeled Spoken Language. DTA currently has paper applications in 12 languages beyond English: Spanish, Portuguese, French, Haitian Creole, Chinese, Vietnamese, Khmer, Korean, Russian, Italian, Polish, and Arabic. You can download and print these applications at Mass.gov/snap. Be sure to write down the language you prefer in the first section of the SNAP application that says. DTA currently only sends SNAP notices and forms in English and Spanish. With all notices DTA sends a flier in other languages recommending you get the information translated. Advocacy Reminders: Under federal law, DTA must provide you with an interpreter if you need one. DTA should not tell you to bring your own interpreter. See Title VI of the Civil Rights Act of 1964, 42 U.S.C. 2000d. DTA should not tell you to have a family member interpret for you. Food Stamp/SPAN Advocacy Guide January 2018 Page 43

38 Federal SNAP law requires DTA to have certain written materials in other languages if there are at least 100 households in the area served by the DTA office that speak that language. 7 C.F.R (b)(3). Issues related to an Interim Report or Recertification may not be valid if it was not sent in your primary language. For more information on the federal and state government s duties to persons with limited English proficiency (LEP), see and For SNAP eligibility and benefits information in 35 languages, see DTA Policy Guidance: DTA Online Guide: Cross Programs > Interpreter Services > Department Interpreter Services and Guidelines for providing Interpreter Services Additional Guidance: Interpretation services must be offered at no cost to LEP clients and DTA cannot turn a client away or tell them to come back due to lack of an interpreter. If LEP client wants to use own adult interpreter they must be advised DTA will provide a professional interpreter free of charge. Children under age 12 must never be asked to interpret. DTA PPER (July 1, 2015), DTA Ops Memo (March 19, 2013). 25 What if I am deaf or hard of hearing? If you are deaf or hard of hearing, DTA must ensure effective communication with you. 106 C.M.R DTA requires staff to be trained on and use auxiliary aids. Both the printed and online SNAP applications ask if you need support services or have a special situation for which you need interpretation services. This can include if you need interpretation, communication access real time translation (CART), or sign language interpretation to communicate with your case manager. See also Questions 24 through 27. DTA Policy Guidance: DTA Online Guide: Cross Programs > Harper/ADA > Available Auxiliary Aids DTA Job Aid: Using MassRelay: Telephonic Assistive Technology found in Online Guide at Interpreter Services Policy and Procedures

39 26 What if a disability makes it hard for me to apply or comply with DTA rules? The federal Americans with Disabilities Act (ADA) requires DTA to provide equal access to programs and services to qualified people with disabilities. 42 U.S.C ; see 106 C.M.R , Under the ADA you are a person with a qualifying disability if you have a disability that substantially impairs a major life activity, such as learning, understanding, walking, working, breathing, or caring for yourself. Disabilities include physical or mental health impairments, and intellectual disabilities. A temporary health problem like a broken leg may not be a disability under the ADA. You can be disabled under the ADA even if you are not receiving any benefits on the basis of disability and even if DTA has decided you do not qualify for an exemption because of disability. See Question 27. If a disability makes it hard for you do the things DTA asks you to do to get and keep your benefits, you can ask DTA for a reasonable accommodation. An accommodation may be appropriate if your disability makes it hard for you to: Understand DTA s notices and form Give DTA the verifications it asks for Communicate with DTA Meet deadlines or a specific rule or requirement Accommodations can be something you need only once, or something you need on an ongoing basis. Accommodations can include: Giving you extra help to meet a rule Giving you extra time to meet a deadline Changing a requirement or rule Naming someone to get copies of mail DTA sends you, or talk to DTA on your behalf (See Question 7 on choosing to appoint an Authorized Representative) Providing an auxiliary aid (such as an ASL interpreter) Food Stamp/SPAN Advocacy Guide January 2018 Page 45

40 Example 1: You have severe depression and post-traumatic stress disorder (PTSD). You need help getting verifications and you cannot go in person because taking public transportation and being in crowded waiting areas trigger your PTSD symptoms. You can ask DTA to help you get verifications and to waive any in-person appointments. Example 2: Because of your learning disability, you need help understanding DTA notices and help completing the paperwork that DTA asks you to complete. DTA should accommodate you by explaining notices to you and by filling out the forms with you instead of requiring you to fill forms out by yourself. For more information about protections related to learning disability, see Question 26. Example 3: You have a hearing, vision, or other condition that makes it hard for you to communicate. DTA should ask you what kind of help you prefer to communicate with DTA. This help is usually called an auxiliary aid. DTA should try to provide your preferred auxiliary aid or work with you to find an acceptable alternative. Example 4: Because of your disability, you need help explaining to your health care provider that you need an exemption from the 3 month ABAWD time limit. See Question 61. You have a hard time communicating with third parties because of your disability. You need DTA to contact your health care provider to complete the special ABAWD Medical Report. Advocacy Reminders: An accommodation can be requested at any time, including after DTA has issued a notice stopping or lowering your benefits DTA cannot require you to accept a specific accommodation (such as requiring a helper or authorized representative to act for the client). Instead, DTA should work with you to find an accommodation that you agree to. DTA is not required to provide an accommodation that fundamentally alters its program rules. For example, DTA cannot waive the federal SNAP law that counts the income of a child turning age 18, even if the child needs more time to finish school.

41 DTA Policy Guidance: DTA Online Guide: Cross Programs > Harper/ADA 27 How do I ask DTA for an accommodation? DTA is required to ask all clients if they have a disability and need an accommodation. A DTA worker is supposed to ask these questions at application and recertification, and also when a client raises disability. You can ask for an accommodation at any time that you need one. You can ask the DTA Assistance Line worker for an accommodation, or you can talk to the Client Assistance Coordinator in your local DTA office. Each DTA office has a Client Assistance Coordinator (CAC) who can help with the accommodation process. You will have to explain why the disability means you need the accommodation you are requesting. Once you ask for an accommodation, the process to figure out what accommodation is appropriate is supposed to be interactive. For example, if you ask for something DTA says they cannot do, instead of denying your request, they should discuss other options with you. In some cases, DTA may also ask for medical evidence that you need the accommodation. If you need an accommodation but do not have the medical evidence that DTA is asking for, you can ask the Client Assistance Coordinator to help you get it. 28 What are my rights if DTA denies my reasonable accommodation? If DTA cannot approve the specific accommodation you ask for, they are supposed to discuss what they can do instead. If DTA has not approved an accommodation you think you need, you may appeal. The DTA local office should give you a written decision on your request for reasonable accommodation no later than 30 days from your request. If the local office denies your request, or any part of it, you can ask the DTA Food Stamp/SPAN Advocacy Guide January 2018 Page 47

42 Central Office Accommodation Appeal Committee to review the decision by filling out the back of the form and sending it to DTA. The Committee has 10 days to make a decision on the reconsideration request. You can also file your request directly with the Committee if the local office does not decide your request in 30 days. If the DTA Central Office Accommodation Appeal Committee denies your request for accommodation in whole or in part or does not make a decision in 10 days from your request for a decision, you can request a hearing by filling out the back of the form and sending it to the Division of Hearings. Try to get a legal advocate to help you with your request for review and your appeal. See Appendix E for a list of legal services offices. See Part 6 on your appeal rights. 29 How can the DTA Ombudsman Office help? DTA has a special DTA Ombudsman Office to handle client complaints and concerns you can call any time you need help fixing your SNAP case. DTA Ombudsman Office: If you get an answering machine, leave a detailed message with your full name, your Agency ID or SSN, and a phone number where you can be reached. If you do not get help with your case, contact an advocate. You also have the right to appeal any decision made by DTA See Part 6.

43 30 How do I learn about my case online or with my smartphone? DTA s mobile app - DTA Connect DTA Connect is a mobile app for DTA clients. It is free and can be downloaded for iphones at the App store or for Androids on Google play. DTA Connect can be used on a smartphone or tablet (such as an ipad). Once the app is downloaded, you can log in with your Social Security Number (SSN) and year of birth to: See your case information: Case status, monthly benefit amount, next benefit issue date, EBT card balance and recertification due date. Alerts including upcoming appointments or deadlines. Copies of DTA notices sent in the previous 90 days. Whether documents submitted in the previous 90 days have been processed. Send DTA information: Send DTA verifications or documents by taking a picture in the app. These documents will go directly to your case record! Ask for a letter verifying the amount of benefits you get from DTA. Tell DTA about a new address or phone number. Opt-in or opt-out of text messages from DTA. Note: DTA Connect also lets you enter an address and sign up for enotification. We do not encourage enotification at this time. My Account Page (MAP) If you have access to the Internet, an address, and have your EBT card, you can set up a My Account Page (MAP). Follow these steps: Step 1: Visit Mass.gov/vg/selfservice and click on My Account Page. You will need an address to start the process. If you Food Stamp/SPAN Advocacy Guide January 2018 Page 49

44 do not have an , you can create a free through Gmail, Yahoo, Hotmail and other services. Step 2: Look for an sent back to you with a web link. Step 3: Click on the web link you. You will then create a password and answer two security questions. The next screen gives you an assigned username typically first letter of your first name with your last name and maybe a number---for example, Msmith2. Step 4: The steps above set up the MAP. To get to your personal case information, you now log-in, click on the My Account Page link in the middle of the screen and enter three pieces of information: Your year of birth, Your full SSN, and Your EBT card number (make sure the name on the account matches the spelling of your name on the EBT card). This information is required each time you log-on to the MAP. You can change your address or user profile any time. Information you will find on MAP includes: the status of your SNAP or cash case - active, denied, closed, all DTA notices and forms sent to you in the past 12 months a list of the documents DTA received by mail or fax in the past 18 months date received and if it was processed by DTA. But you will not see a copy of the actual document sent. names and dates of birth of your household members the address and phone number DTA has on file for you. (Contact DTA if you need to update this information.) the amount of your monthly SNAP or cash benefit, date you will next receive benefit and when your certification period ends the address and contact information for your local DTA office You can print out information about your monthly benefits to give to another program (e.g. if you apply for housing or Fuel Assistance. Note that SNAP benefits do not count as income for any of those programs). You can also print out recent forms that DTA has sent to fill out, including a SNAP interim report or recertification form.

45 How is DTA Connect different from the MAP? In DTA Connect, you don t need to create an account, remember a password or know the EBT card number to log in! Just log in with your SSN and year of birth. In DTA Connect, you can update your contact information or send in documents. You cannot do that through the MAP. In the MAP, you can see the history of the SNAP benefits deposited onto your EBT card. This is important when checking if, for example, a SNAP case was incorrectly pro-rated. See Question 30. You cannot see this in DTA Connect. In the MAP, documents and notices go back 12 months and case information back 18 months. DTA Connect only includes documents received and notices sent going back 90 days. 31 What if I have concerns about security or access to my case including domestic violence or identity theft? DTA can take steps to protect you from people who may try to harm you or steal your personal information. There are two ways to do this: a block on certain information sources, or a Heightened Level of Security. What does it mean to block certain services? If you are concerned about safety and unauthorized persons accessing your information, you can ask DTA to put a block on online services. If you ask DTA to block information, you will not be able to get information about your case through DTA Connect, the MAP, or the DTA Assistance Line IVR. You can still talk to a live DTA worker over the phone or in person at a local DTA office. You can ask for this block by calling DTA at and asking a worker to put a block on online services on your case. Food Stamp/SPAN Advocacy Guide January 2018 Page 51

46 What if I need more protection than the block? A heightened level of security means that DTA will put extra privacy protection on your case. This may be very important if you are victim of domestic violence. If you ask for heightened security, DTA will only talk with you in person at your local DTA office. You also won t be able to use DTA s automated information systems like DTA Connect, the Assistance Line IVR or the MAP. To ask DTA for heightened security, you need to fill out and send to DTA a Request for Heightened Level of Security form. Advocacy Reminders: DTA has Domestic Violence Specialists in each DTA office to assist individuals who are experiencing or have experienced Domestic Violence. DTA households can ask to speak with a DV Specialist at any time. DTA Policy Guidance: Online Guide Sections: Cross Programs > MAP > My Account Page (MAP) FAQs and DTA Connect > DTA Connect Additional Guidance: Implementation of option to block access to DTA Connect, IVR and MAP for clients who do not want to elect Heightened Level of Security. OLG Transmittal , Sept 1, 2017

47 32 Should I agree to get DTA text alerts or electronic notices? There are many ways you can get information from DTA including DTA Connect, My Account Page and text messages. You have a choice about these options you do not have to opt into them. Text Messages A Text Message is a short message sent to your cell phone. During 2018, DTA plans to send text messages about interview appointment reminders, DTA office closings and program changes. Text messaging is a fast way to get some information about your benefits. If you tell DTA you want to get text messages, they will still mail you DTA notices and forms. Note, message and data charges may apply. Speak to your cell phone provider if you have questions about these charges. enotification enotification is a fast way to see information about your DTA benefits. You will not have to wait for notices and forms to come in the mail. If you want to participate in enotification, you need to create a My Account Page (MAP), sign a form and give DTA your to get alerts. You will no longer receive paper notices. DTA will still mail you Interim Reports and Recertifications. If you use DTA Connect or have a My Account Page, you can see notices any time you want AND still get paper notices. Once you enroll in enotification DTA will send you an each time you have a DTA notice posted to your MAP. The DTA does not tell you what the notice says. To see the DTA notice, you must log on to your MAP each time to look at or print the notice. And you cannot respond to the notices DTA sends by . You need to call or write them. WARNING: To sign up for enotification, you must have an address, a MAP account and have regular internet access. You should be comfortable using the MAP and on-line accounts (like on-line banking). It is extremely difficult to log into the MAP and view notices through a smart phone or similar mobile device. Food Stamp/SPAN Advocacy Guide January 2018 Page 53

48 Advocacy Reminders: You can opt out of enotification at any point if you want to start getting paper notices again. MLRI does not recommend enotification for persons who are limited English proficient, have literacy challenges or are not comfortable using computers. The MAP is only in English. Some DTA notices require action so that you don t lose your SNAP benefits. DTA Policy Guidance Online Guide Sections: DTA Assistance Line > DTA Alerts

49 33 What is a Photo EBT card and who needs to have one? In 2013, the Massachusetts Legislature passed a state law to require some of the SNAP and cash assistance recipients to have EBT cards with a photo of the head of household. M.G.L. Chpt (B)(k). Due to advocacy by a range of state organizations, the final state law exempts almost 75% of Massachusetts SNAP and cash recipients from the photo EBT rule. Regardless of what your card looks like, all EBT cardholders and their household members have the same rights when using the EBT card to buy food. There are three types of valid EBT cards in Massachusetts: Photo EBT Card for mandatory (nonexempt) recipients. DTA started issuing in December, Valid-without-Photo issued to exempt applicants, and recipients who need a replacement card. Started December, Back side of new photo and non-photo EBT card, states This card may be used by any household member. Some MA residents still have a blue EBT card if on SNAP before December 2013.These EBT cards remain valid. Food Stamp/SPAN Advocacy Guide January 2018 Page 55