
06/29/2023
Summary
- Due to a Food and Nutrition Services (FNS) review, this manual release is providing clarification to the interview and scheduling process outlined in PM 02-08-02-a and WAG 02-08-02-a as follows:
- Clarifies the procedures for SNAP applications that qualify for expedited services; and
- Clarifies the timely interview process when applicant cannot be contacted by phone to conduct expedited interview.
- Form IL444-267 Verification Checklist should not be sent prior to the interview. Instead, the IL444-0267 Verification Checklist should be sent to the customer after the interview has been conducted and the household should be allowed 10 calendar days to provide the requested verifications.
- An update is also made to PM 18-07-00 and WAG 18-07-00 to instruct staff to further review and take action on shelter costs when customers contact FCRCs to report address changes or customers report a different address.
- An update to PM 08-04-00 and WAG 08-04-00 has been made to verify exempt income only when questionable.
Due to a Food and Nutrition Services (FNS) review, updates are being made to policy and procedures regarding the expedited interview process and scheduling timeframes. Updates to PM 02-08-02-a and WAG 02-08-02-a provide clarification on when to schedule expedited interviews and procedures on handling expedited SNAP applications when telephone contacts are unsuccessful. Additional clarification is also provided on when to issue IL444-0267 Verification Checklist for scheduled appointments for both expedited and non-expedited SNAP applications. See PM 02-07-02.
Interview Process and Form IL444-267T Notice of Appointment
- For expedited SNAP applications, individuals must be interviewed the day of application or the next workday (PM 02-08-02-a).
- If two cold calls are attempted and unsuccessful, workers may leave a voicemail message for household to contact the local FCRC by close of business the day the application was received and advise that if IDHS does not hear from them, an appointment will be scheduled. If applicant does not contact the FCRC, send an IL444-0267T Appointment Notice to applicant no later than following day with scheduled interview date and time using 14-day regular processing timeframes from the date of application. Once the interview is conducted and applicant still qualifies for expedited services, begin expedited processing timeframes.
- When expedited interview cannot be conducted, and a voicemail message could not be left, workers should send IL444-267T no later than the following day using 14-day regular processing timeframes from the date of application. Once the interview is conducted and applicant still qualifies for expedited services, begin expedited processing timeframes.
NOTE: Do not schedule expedited interview for next day.
Example 1: Ms. A's SNAP application was received on 05/08/2023 at the local office. Because the application is expedited, two cold calls were placed on 05/08/2023 and were unsuccessful. A voicemail message was unable to be left for the customer to call the local office by the close of business day, and an expedited interview could not be conducted for Ms. A. On 05/09/2023 (next business day), the worker manually generated an IL444-0267T Appointment Notice with the scheduled appointment day and time for 05/22/2023 at 9:00 a.m. (14 days from 05/08/2023 date of application received).
Example 2: Mr. B's SNAP application was pulled from cold call queue with an application date of 05/08/2023. The HSC was unable to reach Mr. B by the end of the business day 05/08/2023. An interview appointment was scheduled on 05/18/2023 and the IL444-0267T Appointment Notice was mailed using the 14-day regular processing timeframe from the date of application 05/08/2023. This will allow sufficient time for the customer to receive the IL444-0267T Appointment Notice for their scheduled appointment using 14-day timeframes.
Example 3: Ms. C's SNAP application was received 05/09/2023. Two cold calls are placed and a voicemail message was left advising applicant to call FCRC by close of business on 05/09/2023. Ms. C did not call the FCRC and IL444-0267T Appointment Notice was mailed on 05/10/2023 scheduling interview for 05/19/2023 at 9:00 a.m. using 14-day regular processing timeframes. Ms. C came to her appointment on 05/19/2023 and it was discovered during her interview she was eligible for expedited SNAP benefits. The worker should issue expedited SNAP benefits using the application date 05/09/2023 as she still qualifies for expedited service.
Issuance of Form IL444-0267 Verification Checklist
Form IL444-267 Verification Checklist should not be sent prior to the interview. Instead, the IL444-0267 Verification Checklist should be sent to the customer after the interview has been conducted and the household should be allowed 10 calendar days to provide the requested verifications. This applies to expedited as well as non-expedited SNAP applications.
Change of Address and Shelter Costs
When customers contact FCRCs to report address changes, FCRC workers are to ask if there are changes to shelter costs and take appropriate action, as needed.
Update to Verification of Income for SNAP
An update has been made to PM 08-04-00 and WAG 08-04-00 to clarify exempt income must be verified, when questionable.
Manual Revisions
[signed copy on file]
Grace B. Hou
Secretary, Illinois Department of Human Services
Theresa Eagleson
Director, Healthcare and Family Services
Forms Reference:
IL444-267T
IL444-267VCL