12/18/2023
Summary
- This manual release provides revisions to MR #23.20 Update to SNAP Interview Policy and Other Miscellaneous Changes.
- In an effort to ensure Expedited interviews are conducted in a timely manner when an applicant is not present and two unsuccessful cold calls have been made, procedures are revised to leave the date and time of the interview on the applicant's voicemail.
This manual release provides revisions to MR #23.20 Update to SNAP Interview Policy and Other Miscellaneous Changes revising the process of the expedited interview process. In an effort to ensure Expedited interviews are conducted in a timely manner when an applicant is not present and two unsuccessful cold calls have been made, procedures are revised to leave the date and time of the interview on the applicant's voicemail.
Expedited Interview Scheduling Process - Current Procedures
Interviews for potentially expedited SNAP applications are scheduled for the same day or the next workday. Two cold calls are placed to conduct an interview. The current policy states that after two unsuccessful cold calls, if a voicemail can be left, advise the applicant to contact the Family Community Resource Center by close of business of the application received date.
Expedited Interview Scheduling - Revised Procedures
Interviews for potentially expedited SNAP applications are scheduled for the same day or the next workday. When applicants are not available in person, two cold calls attempts are required to conduct an interview.
The following is an update to the procedures when the interview cannot be completed on the first cold call attempt:
- If contact is made with the applicant during second call, conduct the interview; or
- If the applicant cannot be reached, but a voicemail is available, leave a message with date and time of the expedited interview; or
- IL444-0267T Appointment Notice is not required once the interview has been scheduled and a voicemail has been left. The appointment notice should be suppressed by the worker. Please see View Pending Correspondence wizard.
- If the applicant cannot be reached or voicemail cannot be left, send IL444-0267T Appointment Notice using regular processing timeframes;
- Once the expedited interview has been scheduled, the worker is required to include a comment indicating a voicemail was left for the applicant with the date and time of the scheduled interview. A comment should be made on the Application Summary - Details page.
- If the applicant returns the call after interview is scheduled in IES and the interview can be conducted, the worker should claim the application by selecting Transfer/Claim. This will allow the appointment date and time to become available in the scheduling queue Please see Claim an Appointment wizard.
EXAMPLE 1: The FCRC received an expedited SNAP application for Ms. J 10/16/2023. The worker attempted to make two cold calls and left a voicemail on the second cold call for Ms. J. The worker entered the IES scheduling module and scheduled an expedited SNAP interview for 10/17/2023 at 3:30 p.m. The worker suppressed the IL444-0267T Appointment Notice. The voicemail left by the worker included the date and time of the scheduled expedited phone interview for 10/17/2023 at 3:30 p.m. The worker also left comments on the Application Summary - Details screen which included that a voicemail was left with specific date and time of interview.
EXAMPLE 2: Mr. O's SNAP application was pulled from the cold call queue with an application date of 10/02/2023. The worker was unable to reach Mr. O by phone by the end of the business day 10/02/2023, and was unable to leave a voicemail. An interview was scheduled for 10/16/2023 in the IES scheduling module and the IL444-0267T was mailed using the 14-day regular processing timeframe from the date of application 10/02/2023. This will allow sufficient time for the applicant to receive the IL444-0267T for their scheduled appointment using 14-day timeframes.
Manual Revisions
[signed copy on file]
Dulce M. Quintero
Secretary Designate, Illinois Department of Human Services
Forms Referenced
IL444-0267T Appointment Notice
