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Title 7: SNAP Page 14 Iowa Department of Health and Human Services Employees’ Manual Chapter A: Administration Responsibilities of the Department Revised June 20, 2025 Adjustments Due to Changes in Program… In areas with a seasonal influx of non-English-speaking people, bilingual materials and interpreters must be provided if the number of single-language minority low- income households moving into the area during the seasonal influx meets or exceeds the requirements stated above. Complaint System Legal reference: 7 CFR Parts 271 and 272, 441 IAC 65.16(234) Federal regulations require a formal procedure for participants, potential participants, or concerned persons who have or have had problems resolving their concerns in dealing with the agency and choose to file a written complaint. It is not meant to preclude participants who contact the Department on a local or state level with an immediate concern or participants who do not wish to file a written report. Complaints handled by this system do not include those that can be handled through an appeal hearing or through discrimination procedures. This complaint system is to be used when people have had problems resolving their concerns in dealing with the Department and want to file a written complaint based on unsatisfactory results. Clients who want to file a complaint about SNAP are encouraged to complete SNAP Complaint form 470-0323 or 470-0323(S). If a complainant is on the phone or in person and doesn’t want to complete the form themselves, HHS staff should complete the form on behalf of the client. All forms of complaint immediately go to the appropriate Eligibility Determination Manager (EDM) to review the complaint and determine if any process or procedure wasn’t followed or if there are other issues with the case file or benefits. The EDM will log the complaint on the SNAP Complaint field log. If the information received by the EDM indicates the complainant’s civil rights may have been infringed, all documentation is immediately forwarded to Community Access and Eligibility, Division of Economic Assistance, Bureau of Support and Training. Appealable issues are referred to the Appeals Section. Clients can also ask that FNS handle a complaint. Any complaint will be handled by FNS upon household request unless the complainant wants a hearing. Persons or agencies who want to file a complaint or program information from FNS may contact the FNS Regional Office.