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SNAP CERTIFICATION MANUAL – SECTIONS 100 TO 900 300 County Office Worker Responsibilities 315 Completing Work in a Timely Manner

315 Completing Work in a Timely Manner SNAP MANUAL 06/01/90 Each case action must be completed within a certain period of time as specified in this manual. For example, reported changes must be processed within ten days. County office workers must ensure that all case actions are completed within the mandated time by maintaining controls. While no control methods are specified, any such method is subject to monitoring.

316 Accuracy SNAP MANUAL 06/01/05 Reviews of SNAP cases routinely conducted in county offices include: 1. General second party reviews by supervisors; 2. Third party reviews by EMS Field Representatives; 3. Overall reviews of county operations by Management Evaluation; and 4. State and Federal Quality Control Reviews; and 5. Federal and State audits. Each county office worker is responsible for the accuracy of his work. Corrective actions, including additional training, may be required if reviews indicate problems with caseworker accuracy. Also, accuracy of case records will be considered when job evaluations are completed.

317 Providing Client Services SNAP MANUAL 06/01/05 Each SNAP applicant and/or recipient is entitled to prompt, courteous, accurate service from all DHS Employees. Services must be provided on a non-discriminatory basis. This means that each worker must make every effort to process case actions in accordance with the policy and timeframes specified in this manual. It means that the worker will not arbitrarily impose requirements upon clients without justification. For example, if the client has already provided adequate verification of an eligibility factor, additional verification will not be required. See the Glossary definition of Verification for additional information. It also means that when the worker becomes aware that a client needs assistance in complying with the required action, the worker must provide this assistance promptly. For example, if the client obviously cannot comply with the requirement for an in-office interview, an out-of-office interview or an interview with the household’s authorized representative will be offered. If the worker is aware that the client needs assistance in obtaining required verification, such