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SNAP CERTIFICATION MANUAL – SECTIONS 100 TO 900 300 County Office Worker Responsibilities 314 Documentation

All interviews are to be conducted in a non-discriminatory, courteous manner and in an environment which protects the privacy of the household to the greatest extent possible. No worker will discuss information gained through an interview with non-agency personnel except as specified in SNAP 530. 314 Documentation SNAP MANUAL 06/01/05 The county office worker must document each case action in enough detail to allow a reviewer to determine what type of case action occurred, when it occurred, and why the worker took this action. For example, an application denial must contain information adequate to allow a reviewer to determine that the application was denied, why it was denied, and when the denial occurred. When a worker determines that a household has not provided adequate verification or that the verification provided is incomplete, inaccurate, inconsistent, or outdated, the reason for the decision must be fully documented. For example, at recertification a household reports no change in a member’s VA check; however, the worker is aware that VA recipients had a general increase. The household’s statement would be considered to be inconsistent with information known to the worker. This information should be documented in the case record. The Glossary definition of Verification contains a full explanation of the terms incomplete, inaccurate, inconsistent, and outdated. Any form with a required documentary entry must be fully completed. Any unusual decision or incident will be fully documented in the ANSWER narrative tab. While no standard format is prescribed, the worker must fully describe the situation. Any pertinent names, dates, or figures must be included. When documentation refers to another SNAP case or a TEA case, the appropriate case number will be entered. When documenting collateral contacts, the name and telephone number will be entered. When documenting collateral contact with employers the worker must enter the name of the company, the name of the individual providing the information, and the telephone number at which this individual may be reached.