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ESA SNAP Policy Manual 317 Topic Documentation Recommendations Case notes/narrative Provide documentation, as follows: To support eligibility, ineligibility and benefit level determinations Whenever ESA sends a manual notice Provide a clear explanation of actions taken and why, including the following: Information used to determine eligibility and benefit amount, including: − The source of information − The verification supporting the information − The method used to determine monthly income and expense amounts such as conversion, averaging, etc. − Why the information was used Actions taken and the reasons to support those actions, such as: − Interviews: who was interviewed, when the interview was completed, how it was completed (home visit, in person, phone) − Collateral contacts: who the collateral contact is, the phone number, date of the contact and the information the collateral contact provided − Questionable information: why it was questionable and how it was resolved − Differences: resolution of any differences between information in the application, provided at the interview, from an automated source or during verification Change processing Document the following: The reported change The date the change became known The actions taken on the case based on the change The source reporting the change Determining income, expenses and deductions Document information to support case actions when determining eligibility, including the following: Dates and amounts of income verification used Unverified expenses that were not used to determine benefit level and the notice informing the customer to provide verification to receive an income deduction Customer’s statement about their anticipated circumstances Explanation of changes Pay date versus pay period ending date Questionable or unclear information
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