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ESA SNAP Policy Manual 15 1.7 Complaints The purpose of the complaint system is to improve service by reviewing all complaints, recommending corrective action where warranted, recording, analyzing the nature and types of complaints and achieving an informal solution to case processing and service complaints. Customers may also report complaints about the quality of service provided by ESA. 1.7.1 Processing Customer Complaints for SNAP The Office of Administrative Review and Appeals (OARA) is responsible for handling SNAP program complaints filed by applicants, recipients or other concerned individuals or households. Complaints involving processing standards and service to customers will be reviewed and resolved within the complaint process. Complaints involving legal or policy issues will be handled as fair hearing requests. Any complaint alleging discrimination on a legally protected basis will be forwarded to the DHS Office of Program Review, Monitoring and Investigation (OPRMI). 1.7.2 Federal SNAP Reporting Requirements for Complaints Federal SNAP regulations mandate that ESA maintain records of complaints received and their disposition and review records at least annually to determine whether any pattern of problems exists in local offices. The results of these reviews are provided to the general counsel and the administrator of ESA for appropriate action and inclusion in the State Corrective Action Plan. The information provided to the general counsel and administrator will identify any potential or actual patterns of deficiencies and the causes of these problems. OARA has the following responsibilities:  Maintain a computerized ledger of all complaints with the date, the Service Center where the complaint arose and the staff member interacting with the customer at the time in question.  Code all complaints so the most frequently occurring issues can be identified.  Prepare a monthly report of the findings pertaining to program complaints including, at a minimum, the nature or categories of complaints, origination of complaints and staff involved.  Analyze the monthly report to determine whether patterns exist and transmit the analysis to the general counsel and the administrator.  Develop an annual statistical report that includes an analysis of the monthly reports and any overall impressions derived from discussions with staff, program participants and other interested parties or advocates. The report is transmitted to the general counsel and the administrator.

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