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ESA SNAP Policy Manual 33 3.5.1 Same-Day Interviews ESA must attempt to complete the interview with the applicant household or authorized representative on the same day the household applies.  For applicants applying in person at a Service Center, ESA should attempt to complete an in- person interview on the same day.  For applications not submitted in person (e.g. mail, fax, online), ESA should attempt two cold calls to complete the interview over the telephone. All contact attempts must be documented in the case record. 3.5.2 Scheduling Interviews If an interview for a SNAP application cannot be completed on the day an applicant or their authorized representative submits the application, the system will generate a Notice of Interview Requirement (see Section 16.8, Notice of Interview Requirement). This notice will inform the household of the requirement to complete the SNAP interview and provide the following information:  The option to contact the call center or visit a Service Center during normal business hours to complete the interview  The date by which the interview must be completed  The consequences of not completing the interview − The application may be denied if the interview is not completed within 30 days. The timing of the Notice of Interview Requirement is as follows:  Expedited: sent the day after the application is registered  Nonexpedited: sent no later than two days after the application is registered 3.5.3 Applicant’s Right to Face-to-Face Interviews Applicants have the right to request a face-to-face interview with ESA instead of completing the interview over the phone. If a customer or their authorized representative asks to be interviewed face- to-face, ESA will advise the household to visit a Service Center during normal business hours. 3.5.4 Telephone Interviews When an applicant or their authorized representative submits a SNAP application but does not complete a face-to-face interview on the same day, the system generates a Notice of Interview Requirement. This notice provides the applicant or their authorized representative with the option to contact ESA by phone or visit a Service Center within a specified timeframe to complete the interview.

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