State Agencies

APPENDIX B1: SNAP TIMELINESS STUDY

STATE AGENCY SURVEY INSTRUMENT

Form Approved

OMB No.____________

Exp. Date____________

The OMB Control Number for this information collection is <insert number> and the expiration date is <insert date>.

According to the Paperwork Reduction Act of 1995, persons are not required to respond to this collection of information unless it displays a currently valid OMB control number and expiration date. Responding to this survey is voluntary. Public reporting burden for this collection of information is estimated to average 70 minutes per response, including time for reviewing instructions and gathering information that may be needed to support survey responses. Send comments regarding this burden estimate or any other aspect of this collection of information to Rosemarie Downer at [email protected].

IDENTIFYING PROGRAM COMPONENTS AND PRACTICES THAT INFLUENCE SNAP APPLICATION PROCESSING TIMELINESS RATES

SNAP TIMELINESS STUDY

STATE AGENCY SURVEY INSTRUMENT

SNAP Timeliness Study

Survey of SNAP Application Processing Procedures

Survey Instructions

Having ready access to demonstration project documents, policy documents, policy updates, information about State options, policy implementation memos, and application processing timeliness reports may help you respond to the survey questions.

Completing this survey may take approximately 70 minutes, including the time it may take to gather materials to support your survey responses.

Please try to answer every question to the best of your ability. If you cannot answer a question, select the “DK” response to indicate “Don’t Know”. If you choose not to answer a question, you may skip it and move to the next question. To move through the survey, use the navigation buttons at the bottom of each screen. Do not use your browser’s navigation arrows.

Participation is completely voluntary. There are no penalties if you do not participate in part or in full. The information you provide will be kept private and will not be maintained or disclosed in any identifiable form to anyone outside the study team, except as otherwise required by law. By completing the survey, you indicate consent to participate.

Most questions in this survey refer to your State administration of the SNAP program from 2012 through 2015, unless otherwise specified. Please report about policies, procedures, or other activities that were in operation during this timeframe only. This includes policies, procedures, or other activities that may have been implemented earlier, but were still in operation in 2012.

If at any time you need to pause the survey, click on “Save” at the bottom of each page, and close your browser. You may then log back in later to complete the survey. Should you need to make changes to your previous responses, you may do so at any time after logging back in. Remember to click “Save” before you close the survey in order to record your responses. Only after you have completed all questions, click “Submit”.

Thank you in advance for your participation in this important study.

Part I: Respondent Identification Questions

Q.1. Please choose the response that best describes your role in managing the SNAP application process. Select only one.

• I provide leadership for our State, or work with State leadership, to define, implement and/or provide guidance to local SNAP offices on Federal and State SNAP application processing policy and procedures. (Q.1 = 0)

• At the county or local SNAP office level, I primarily implement State guidance and manage staff who process SNAP applications. (Q.1 = 1)

• Other (please specify): ___________________________________________________ (Q.1 = 2)

<If Q.1 > 0, skip to QL.2: >

State SNAP Leadership Specific Questions

Q.2. “Demonstrations” are projects that test new and innovative strategies that are approved by FNS and are typically conducted for 5 years. Which, if any, of the following SNAP demonstration projects associated with SNAP application processing were in operation in your State from 2012 through 2015? (Roll your mouse over the “?” icon to view a short definition.)

Check all responses that apply. For each of your responses, check all dates that the demonstration project was in operation.

• Elderly Simplified Application Project (ESAP) □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Standard Medical Deductions (SMD) Project □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Combined Application Project (CAP) (Standard) □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Combined Application Project (CAP) (Modified) □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Assessment of the Contributions of an

Interview to SNAP Eligibility and Benefit □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

Determination

• Community Partner Interview Waiver □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• 36-Month Certification □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Other FNS approved demonstration project associated with SNAP application processing

(please specify and indicate dates in operation): ____________________________________________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Other FNS approved demonstration project associated with SNAP application processing

(please specify and indicate dates in operation): ____________________________________________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Other FNS approved demonstration project associated with SNAP application processing

(please specify and indicate dates in operation): ____________________________________________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• My State did not operate any demonstration projects from 2012 through 2015

The next question focuses on policies your State used routinely to receive and certify SNAP applications.

Q.3. Which of the following SNAP policies did your State modify or have in operation from 2012 through 2015? (Roll your mouse over the “?” icon to view a short definition.)

Check all responses that apply. For each of your responses, check all dates that the policy was in operation.

• Simplified reporting - certification length □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Simplified reporting - action on changes □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Change reporting □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Simplified income and resources □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Simplified self-employment determination □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Child support expense exclusion □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Ineligible non-citizens’ income and deductions □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Simplified homeless housing cost □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Standard utility allowance □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Comparable disqualification □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Child support-related disqualification □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Broad-based categorical eligibility □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Narrow categorical eligibility □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Disqualification policies based on work □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

requirements (for all non-exempt

household members)

• Transitional benefits □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Verification of deductible expenses □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Photo EBT cards □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Other policy associated with SNAP application processing (please specify and indicate dates in operation):________________________________________________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Other policy associated with SNAP application processing (please specify and indicate dates in operation): _______________________________________________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Other policy associated with SNAP application processing (please specify and indicate dates in operation): _______________________________________________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• My State did not modify or operate any SNAP policies associated with SNAP application processing during this period.

The next questions are about the SNAP modernization features your State agency has implemented.

Q.4. Which of the following SNAP modernization features did your State have in operation from 2012 through 2015?

Check all responses that apply. For each of your responses, check all dates that the SNAP modernization feature was in operation.

• Call center(s) that handled general □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

inquiries and requests

• Call center(s) that scheduled □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

appointments, processed complaints,

entered changes, set task alerts

• Call center(s) that processed □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

changes, conducted interviews,

and made eligibility determinations

• Contact center(s) that communicated □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

with clients through email, web chat/

instant messaging, or shared web pages,

in addition to phone calls

• Online eligibility screening tool □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• A PDF form that the client completes

and submits online or via □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

email or mail

• Online application system that allowed □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

clients to apply online and was integrated

with the eligibility system

• Online application system that allowed □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

clients to apply online but staff input the

information into the eligibility system

• Online account management that allowed □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

clients to check benefit information, report

changes, upload documents

• Online case management for workers that □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

organized caseloads by queue, tracked

when application was routed from one

process to another, and alerted

workers when case actions were due

• Integrated systems that handled online □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

applications, eligibility system, and data

verification

• Electronic notices to

notify clients of appointments or for □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

client-caseworker communication

• Mobile applications for clients to apply, □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

submit verification, or report changes

• Video interviews □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Online e-authentication procedures, i.e.,

access to electronic data to verify client □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

income and other eligibility requirements

• Document imaging □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Electronic or telephonic signatures □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Electronic case files □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Other modernization feature (please specify): ___________________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Other modernization feature (please specify): ___________________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• My State did not operate any modernization features from 2012 through 2015 <skip to Q.5>

<Text box for barriers >

Q.4a. What barriers have limited your State in fully developing your online application or online management capabilities?

The next questions are about any business process reengineering (BPR) initiatives your State agency has employed. BPR initiatives are assessments to determine potential for workflow improvements and subsequently implementing those improvements. BPR initiatives may also be called workflow analyses or administrative process improvement assessments. Related initiatives include Continuous Improvement, Business Process Analysis, Continuous Quality Improvement, Quality Management Systems, Lean, Lean Six Sigma, Total Quality Management (TQM), Toyota Production System (TPS), ISO 9000, Kaizen, or Rapid Improvement Events. For the purposes of this survey, please consider these terms synonymous.

Q.5. Did your State implement any BPR initiative(s) related to SNAP certification processing to improve timeliness from 2012 through 2015?

• Yes If yes, check all dates that this initiative(s) was in operation and describe the initiative(s):

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

<Text box for describing BPR initiative(s) >

• No <skip to Q.6>

• Don’t know <skip to Q.6>

Q.5a. Did State leadership support BPR by taking any of the following actions?

Check all that apply

• Created new position(s) to handle new duties/responsibilities

• Integrated workflow improvements into existing SNAP certification processing procedures

• Implemented a new certification processing model

  

  <Text box for other actions taken >

• Other actions taken

The next few questions are about the role of State and SNAP agency leadership in establishing application processing timeliness (APT) as a priority.

Q.6. In what ways did your State leadership (i.e., SNAP agency executive administrators and managers) make SNAP APT a priority from 2012 through 2015?

Check all responses that apply. For each of your responses, check all dates that practice was used.

• Established clear performance targets □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

or goals for improving the States’

APT rate

• Monitored State APT rates annually □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Monitored State APT rates quarterly □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Monitored State APT rates monthly □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

or weekly

• Monitored local APT rates annually □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Monitored local APT rates quarterly □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Monitored local APT rates monthly □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

or weekly

• Held workers responsible for overdue □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

cases

• Supported business processing □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

reengineering initiative(s)

• Provided staff training about new □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

application processing procedures

• Allocated resources for new technology □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

designed to improve application

processing

• Allocated resources for technical □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

assistance to help workers use new

technology

• Other State leadership action (please specify and indicate dates of operation): ___________________________________________­­­­­­­­­­­­­­­­­­­­­­______________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• Other State leadership action (please specify and indicate dates of operation): _________________________________________________________________________________

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

Q.7. Did your State implement any workflow analyses or process management strategies to improve application processing efficiency from 2012 through 2015?

• Yes If yes, check all dates that these strategies were used:

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• No <skip to Q.8>

• Don’t know <skip to Q.8>

<Text box for descriptions of State strategies for improving efficiency >

Q.7a. Please briefly describe the workflow analyses or process management strategies your State implemented:

The next few questions are about performance-based incentives and penalties your State has implemented to improve your application processing timeliness (APT) rates.

Q.8. Did your State use any performance-based incentives (e.g., performance bonuses or telecommute options for the most productive workers) designed to improve APT rates from 2012 through 2015?

• Yes If yes, check all dates that these incentives were used:

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• No <skip to Q.9>

• Don’t know <skip to Q.9>

<Text box for descriptions of State performance-based incentives>

Q8a. Please briefly describe the performance-based incentives your State used:

Q.9. Did your State use any performance-based penalties to promote improvement in APT rates from 2012 through 2015?

• Yes If yes, check all dates that these penalties were used:

□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK

• No <skip to Q.10>

• Don’t know <skip to Q.10>

<Text box for descriptions of State performance-based penalties>

Q.9a. Please briefly describe the performance-based penalties your State used:

<Text box >

Q.10. What existing policies, business processes, or modernization features have a positive or negative effect on APT?

<Text box >

Q.11. What specific changes in policies, business processes, or modernization features could be implemented to improve APT?

<Text box >

Q.12. What are the biggest barriers to improving APT in your State?

Thank you for completing this survey. The information you have provided will help FNS identify efficient practices and provide guidance to State SNAP agencies and their staff looking for good alternatives to improve application processing timeliness to better serve needy families throughout the country.

When Finished, Submit

Save

Descriptions to be Included for the“?” Icon Roll Over Function in the

Programmed Survey

Demonstration Projects (Q.2)

• Elderly Simplified Application Project: For elderly and disabled, recertification interview requirement is waived, SNAP application is shorter, and certification period is extended to 36-months.

• Standard Medical Deductions Project: Rather than using total out-of-pocket medical expenses over $35 to determine medical deductions, the State applies a standardized medical deduction for elderly and disabled households claiming medical expenses. Combined Application Project (Standard): Shorter applications for seniors receiving Social Security Income.

• Combined Application Project (Modified): Combined Application Project relying on Social Security data matching for application/verification.

• Assessment of the Contributions of an Interview to SNAP Eligibility and Benefit Determination: In-person interview is not required and is replaced by a telephone interview.

• Telephone Interview Waiver: The State agency may conduct interviews over the telephone rather than in-person.

• Community Partner Interview Waiver: Representatives of faith and community-based organizations are allowed to conduct initial certification interview.

• 36-Month Certification: Certification period is extended to 36 months for households with only elderly or disabled members.

Policies (Q.3)

• Simplified reporting - certification length: States may set household certifications between 4 months and 24 months, requiring periodic reports between certification periods.

• Simplified reporting - action on changes: States choose to act on all or some changes during the certification period

• Change reporting: Program rules require households to report changes to the State agency within 10 days of the date the change is known to the household. Change Reporting options allow households longer time periods in which to report changes. Required period for participants reporting changes may be extended to monthly, quarterly, or longer.

• Simplified income and resources: By aligning SNAP policies with TANF and/or Medicaid, States may exclude some types of income and resources.

• Simplified self-employment determination: State adopts a simplified method for calculating business expenses when the client is self-employed.

• Child support expense exclusion: Child support may be counted as income exclusion when determining a household’s gross income rather than and not a deduction used to calculate the household’s net income.

• Ineligible non-citizens’ income and deductions: Income and deductions are prorated for at least some groups of otherwise ineligible non-citizens.

• Simplified homeless housing cost: States may apply a standardized $143/month (with some additional shelter expenses) when calculating a housing deduction for homeless clients.

• Standard utility allowance: States determine and apply a standard utility allowance for all households rather than individual calculations

• Comparable disqualification: States may disqualify individuals enrolled in multiple assistance programs for failure to comply with participation requirements of other State administered low-income support programs.

• Child support-related disqualification: Option to disqualify individuals who fail to cooperate with child support enforcement agencies, who are in arrears in court-ordered child support payments, or both. 

• Broad-based categorical eligibility: States have the option of adopting a policy referred to as BBCE, which expands SNAP categorical eligibility to households that receive non-cash benefits that are funded by TANF or Maintenance of Effort (MOE) funds. Under BBCE, a state aligns its asset and income limits with the TANF non-cash benefit program that confers categorical eligibility. While certain eligibility criteria are deemed for BBCE households, as they are for other categorically eligible households, these households must provide documentation of income and certain expenses in order for benefits to be calculated. BBCE households must also meet all other SNAP rules and have net incomes low enough to qualify for a SNAP benefit.

• Narrow categorical eligibility: SNAP eligible if household participates in one or more specific programs, e.g. employment assistance, transportation assistance, etc.

• Work requirements and employment and disqualification policy: Option to make disqualification based on failure to participate in SNAP E&T longer than the periods currently mandated by statute.

• Transitional benefits: States may provide households leaving federal or state funded TANF assistance with SNAP benefits equal to the household’s benefit amount recalculated without considering the household’s TANF income

• Verification of deductible expenses: Mandatory verification of expenses, may include verification of child support, housing, or child care costs.

• Photo EBT cards: States may require SNAP EBT cards have photographs of one or more household members.