State Agencies
SNAP Application Processing Timeliness Rates Study
Appendix B2 - Local Agency Survey Instrument
State Agencies
OMB: 0584-0622
APPENDIX B2: SNAP TIMELINESS STUDY
LOCAL 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
LOCAL AGENCY SURVEY INSTRUMENT
SNAP Timeliness Study
Survey of SNAP Application Processing Procedures
Survey Instructions
Having ready access to SNAP application processing manuals 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 local agency 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: >
Local SNAP Leadership and Staff Specific Questions
The next few questions are about the approach your local SNAP office has used to assign SNAP cases to workers and process SNAP applications.
Q.L2. Which of the following approaches to SNAP case assignment were in operation in your local SNAP office from 2012 through 2015?
For each “yes” response below, check all dates that the approach was in operation.
For Expedited SNAP Applications:
Same worker owned case from interview through eligibility certification
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Same worker owned case from interview through eligibility certification, but specialist obtained and
processed verifications
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Different workers specialized in each processing step
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Any worker conducted any processing step
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Other approach to SNAP case assignment for expedited applications (please specify approach and dates):
____________________________________________________________________
□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
For Regular SNAP Applications:
Same worker owned case from interview through eligibility certification
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Same worker owned case from interview through eligibility certification, but specialist obtained and
processed verifications
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Different workers specialized in each processing step
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Any worker conducted any processing step
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Other approach to SNAP case assignment for regular applications (please specify approach and dates):
____________________________________________________________________
□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
Q.L3. Through which of the following ways did your office receive SNAP applications from 2012 through 2015?
For each “yes” response below, check all dates that the process was in operation.
Walk-in / drop-off
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Call center / contact center
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Online
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Q.L4. Through which of the following ways did your office enter paper and online SNAP applications into your computer system from 2012 through 2015?
For each “yes” response below, check all dates that the process was in operation.
For Paper Applications:
Local office entered paper applications into computer system
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Call center entered paper applications into computer system
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Local office scanned and uploaded paper applications into computer system
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Call center scanned and uploaded paper applications into computer system
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
For Online Applications:
Local office entered application into computer system
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Call center entered application into computer system
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Local office uploaded application into computer system
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Call center uploaded application into computer system
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Application automatically uploaded into computer system
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Q.L5. How were SNAP applications triaged from 2012 through 2015?
For each “yes” response below, check all dates that the process was in operation.
Local office screened application for expedited eligibility
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Call center screened application for expedited eligibility
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Local office screened application for targeted interviewing based on complexity
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Call center screened application for targeted interviewing based on complexity
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Q.L6. How were SNAP interviews scheduled for expedited and regular applications from 2012 through 2015?
For each “yes” response below, check all dates that the process was in operation.
For Expedited Applications:
Unscheduled / on-demand interviews (Customer may call SNAP agency any time during normal
business hours to conduct interview)
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Manual / paper based scheduling at local office
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Online scheduling
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Call center scheduling
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
For Regular Applications:
Unscheduled / on-demand interviews (Customer may call SNAP agency any time during normal
business hours to conduct interview)
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Manual / paper based scheduling at local office
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Online scheduling
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Call center scheduling
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Q.L7. How did your local SNAP office typically conduct interviews for expedited and regular SNAP applications from 2012 through 2015?
For each “yes” response below, check all dates that the process was in operation.
For Expedited Applications:
Face-to-face interviews
Yes If yes, what % of interviews for expedited applications were face-to-face ___%
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Telephone interviews with local office
Yes If yes, what % of interviews for expedited applications were by local office via telephone__%
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Telephone interviews with call center
Yes If yes, what % of interviews for expedited applications were by call center via telephone __%
When was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Telephone interviews with interactive voice response
Yes If yes, what % of interviews for expedited applications were by interactive voice response_%
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Video interviews
Yes If yes, what % of interviews for expedited applications were by video __%
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
For Regular Applications:
Face-to-face interviews
Yes If yes, what % of interviews for regular applications were face-to-face __%
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Telephone interviews with local office
Yes If yes, what % of interviews for regular applications were by local office via telephone __%
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Telephone interviews with call center
Yes If yes, what % of interviews for regular applications were by call center via telephone __%
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Telephone interviews with interactive voice response
Yes If yes, what % of interviews for regular applications were by interactive voice response _%
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Video interviews
Yes If yes, what % of interviews for regular applications were by video __%
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Q.L8. How did your local SNAP office gather verification for expedited and regular SNAP applications from 2012 through 2015?
For each “yes” response below, check all dates that the process was in operation.
For Expedited Applications:
Client provided paper documents
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Client provided documents via email / fax
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Client uploaded scanned documents
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Worker requested data from commercial/State/Federal databases
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Worker accessed commercial/State/Federal databases in real time
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
For Regular Applications:
Client provided paper documents
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Client provided documents via email / fax
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Client uploaded scanned documents
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Worker requested data from commercial/State/Federal databases
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Worker accessed commercial/State/Federal databases in real time
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Q.L9. How were expedited and regular SNAP applications processed from 2012 through 2015?
For each “yes” response below, check all dates that the process was in operation.
For Expedited Applications:
Workers verified as much information as possible at first contact
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Workers attempted to start and finish processing applications within hours rather than days
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Workers held applications until the client provided complete documentation
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
For Regular Applications:
Workers verified as much information as possible at first contact
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Workers attempted to start and finish processing applications within hours rather than days
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Workers held applications until the client provided complete documentation
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Q.L10. Did workers who process SNAP applications also process applications for other social service programs from 2012 through 2015?
For each “yes” response below, check all dates that the process was in operation.
Workers processed SNAP applications only
Yes If yes, when was this in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Workers processed SNAP and one other program
Yes If yes, which other program? _________________________________________________
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Workers processed SNAP and two other programs
Yes If yes, which other two programs? _____________________________________________
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
Workers processed SNAP and three or more other programs
Yes If yes, which other three or more programs? _____________________________________
When was this process in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No
Don’t know
The next question is about the modernization features your local SNAP office has implemented.
Q.L11. Which of the following SNAP modernization features were in operation in your local SNAP office, 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
APDF form that the client
completes and submits online or via
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 messages to notify □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
clients of appointments or for
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 feature and indicate dates in operation): ________________________________________________________________________________
□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
Other modernization feature (please specify feature and indicate dates in operation): _______________________________________________________________________________
□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
My State did not operate any modernization features from 2012 through 2015 <skip to Q.L12>
The next few questions are about the role that local SNAP leadership has played in establishing application processing timeliness (APT) as a priority.
Q.L12. In what ways did your local SNAP agency administrators or managers make SNAP APT a priority from 2012 through 2015?
Check all responses that apply.
Established clear performance targets □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
or goals for improving the States’
APT rate
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 leadership action (please specify and indicate dates of operation): _________________________________________________________________________________
□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
Other leadership action (please specify and indicate dates of operation): _________________________________________________________________________________
□ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
Q.L13. Did your local SNAP office implement any workflow analysis 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.L14>
Don’t know <Skip to Q.L14>
<Text box for descriptions of strategies for improving efficiency >
Q.L13.a. Please briefly describe the workflow analyses or process management strategies your office implemented:
The next few questions are about performance-based incentives and penalties your local SNAP office has used to promote higher application processing timeliness (APT) rates.
Q.L14. Did your local SNAP office implement any performance-based incentives (e.g., performance bonuses or telecommute options for 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.L15>
Don’t know <Skip to Q.L15>
<Text box for descriptions of performance-based incentives>
Q.L14a. Please briefly describe the performance-based incentives your office used:
Q.L15. Did your local SNAP office use any performance-based penalties to promote improvement in APT rates from 2012 through 2015?
Yes If yes, when were these in operation? □ Prior to 2012 □ 2012 □ 2013 □ 2014 □ 2015 □ DK
No <Skip to Q.L16>
Don’t know <Skip to Q.L16>
<Text box for descriptions of performance-based penalties>
<Text box >
<Text box >
<Text box >
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.
Save
When Finished, Submit
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| Author | Hoke Wilson |
| File Modified | 0000-00-00 |
| File Created | 2021-01-22 |
© 2024 OMB.report | Privacy Policy