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ESA SNAP Policy Manual 204  Quality Control reviews performed by the DHS OPRMI  Management Evaluation Reviews conducted by the Division of Policy, Training and Quality Assurance (DPT&QA) and FNS  Case reviews conducted by DPT&QA and other District offices to monitor performance Case findings and errors that change the household’s eligibility and benefit levels should be processed in accordance with Section 15.5, Action on Reported Changes, within 10 days of the case errors being reported. Errors resulting in underpayments are subject to the time limits in Section 15.10.1, Errors Discovered by ESA. Case findings and errors that do not change the household’s eligibility and benefits levels should be corrected as promptly as possible. These include findings and errors related to lack of documentation, missing notices or applications or incorrect household member demographics. Legal Authority Performance Reporting System (federal): SNAP: 7 CFR §§ 275.1, et seq. Reporting Quality Control case review findings (federal): SNAP: 7 CFR § 275.12(d)(3) and (f), 7 CFR § 275.13(d), 7 CFR § 275.16(c) Case review findings (federal): SNAP: 7 CFR 275.9(d)(2), 7 CFR § 275.16

15.9.2 Investigations ESA must take action on changes resulting from investigations by District or federal investigators. ESA should follow guidance from the investigators and DPT&QA. ESA staff who receive reports of suspected fraud must submit an Unusual Incident report to OPRMI for further investigation before ESA can act on the report. 15.10 Restoration of Lost Benefits ESA will restore a household’s benefits that were lost whenever the loss was caused by ESA’s error or by an administrative disqualification for an IPV that was subsequently reversed. Benefits will be restored for not more than 12 months prior to whichever event occurred first:  The date ESA receives a request for restoration from a household  The date ESA is notified or otherwise discovers that a loss to a household has occurred ESA will restore a household’s benefits that were found by any judicial action to have been wrongfully withheld. If the judicial action is the first action the recipient has taken to obtain restoration of lost benefits, benefits will be restored for a period of not more than 12 months from the date the court action was initiated. When the judicial action is a review of the ESA action, the benefits will be restored for a period of not more than 12 months from the first of the following dates: Return