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ESA SNAP Policy Manual 9 1.5.5 Department Responsibilities  Provide excellent customer service to each District resident who contacts ESA by offering prompt and courteous assistance.  Inform customers as follows: − About ESA programs’ scope and benefits; conditions of eligibility; requirements; opportunity to register to vote; rights and responsibilities; and potential risks, fines and consequences if customers violate program rules − That ESA will regularly match some information customers provide and information about eligibility and benefits with information from various databases, including those maintained by the DC Department of Employment Services (DOES), US Internal Revenue Service (IRS), the US Social Security Administration (SSA) and other states  Comply with and respond to written requests from law enforcement officials investigating alleged violations of program requirements.  Comply with and respond to written requests from law enforcement agencies on fleeing felons and parole violators.  Request data on the race and ethnicity of the customer’s household but inform the customer that providing this information is voluntary and that it will not affect the eligibility or the level of benefits, and that the reason for the information is to ensure that program benefits are distributed without regard to race, color or national origin. Although household race and ethnicity will be self-determined, ESA must classify household race and ethnicity according to federally defined categories. The applicant’s race and ethnicity will represent the race and ethnicity of the entire household.  Determine an applicant’s eligibility for program benefits in accordance with the appropriate program-specific timeliness standards. ESA must notify applicants in writing of ESA’s eligibility determination. If an applicant is denied benefits, ESA must inform the applicant of the reason for the denial and the right to appeal the determination.  Give timely and adequate Notice of Adverse Action.  Make case records available to a customer.  Publicize the procedures for handling civil rights complaints, ESA’s policies of nondiscrimination, the procedures for reporting a civil rights violation and the policies and procedures regarding fair hearings and administrative reviews.  Do not discriminate against any customer in the application or recertification process on any legally protected basis. Legal Authority Responsibilities of the Department (federal): SNAP: 7 USC § 2011, et seq., and implementing regulations at 7 CFR § 271.1, et seq.; FNS Instruction 113-1 Data collection (federal): SNAP: 7 USC § 2020, 7 CFR § 272.6

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