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Title 7: SNAP Page 41 Iowa Department of Health and Human Services Employees’ Manual Chapter G: Case Maintenance Recertification Revised September 5, 2025 Interviews Scheduling Interviews Legal reference: 7 CFR 273.14(b)(3) Procedure: Upon receipt of a RRED, attempt to contact the household by telephone if the recertification requires an interview. If contact is made with the household, conduct the interview at that time if the household agrees to do so. If contact is not made with the household:  Leave the standard voicemail message, as explained below, at the telephone number provided.  Provide at least 24 hours advance notice of the scheduled interview. Do not schedule an interview for the same day as the initial interview attempt.  Document the specific date and time of the scheduled interview.  The timeframe for interviews cannot exceed a two-hour window of time. For example: 8 a.m. to 10 a.m.  If you are unable to leave a voicemail message, an appointment letter must be mailed within one business day. In order to schedule an interview by voicemail, one of the following standard voicemail messages must be left for the client. There are different scripts for RREDs processed by a single worker and those processed by a team:  Specific Worker: “This is (worker’s name) with the Department of Health and Human Services calling for (client’s name). I received your recertification form for SNAP and need to do a phone interview. Please call me at (worker phone number) as soon as possible. “If I don’t hear from you by (day, date and time), I will call you on (day, date) between (window of time). If I can’t reach you, your benefits will end. If this time does not work for you, please call me immediately so we can reschedule. Thank you.”  Team: “This is (worker’s name) with the Department of Health and Human Services calling for (client’s name). We received your recertification form for SNAP and need to do a phone interview. Please call (worker phone number) as soon as possible. “When you call, be sure to ask for a RRED worker. Any RRED worker will be able to help you. If we don’t hear from you by (day, date and time), we will call you on (day, date), between (window of time). If we can’t reach you, your benefits will end. If this time does not work for you, please call me immediately so we can reschedule. Thank you.”