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• The RM will notify the designee in SNAP policy so that tracking of the complaint may begin. Tracking will include, at a minimum, date complaint was received by the RM; nature of complaint; disposition of complaint; date final response provided to the client. • The RM will designate a manager in their region to address the complaint. This will include at a minimum: contacting client; reviewing case information or other documentation; rectifying any errors in case processing, etc.; completing a report for DFR records; completing a letter that summarizes the findings and responds to the client’s complaint. The RM will maintain oversight of this process. • All complaints must be resolved within 90 days, but an investigation will be initiated upon receipt of the complaint. • The report will contain, at a minimum, the following information: findings of the investigation with relation to the specific allegations of the complaint and a summary of all interviews with the complainant, participants, and community organizations and casefile examinations. The report will be forwarded to SNAP policy for tracking and transmittal to FNS. • The report will be submitted to the FNS Midwest Regional Office prior to mailing of a summary letter to the complainant. • A letter will be mailed to the complainant with a summary of the findings and actions taken by the Region conducting the investigation after approval from FNS. The letter will include information regarding the right to appeal to the Secretary of Agriculture. 1440.20.10 DFR POLICY SECTION AND DISCRIMINATION COMPLAINTS

The DFR Policy Section responsibilities in resolving complaints of discrimination are described below: • Complaint is received. Attempt to get as much information as possible as described in Section 1440.20.00. • If the complaint alleges discrimination by a specific worker or refers to one incident (and there is no allegation of or reason to believe that there is a policy or practice in the office that may be discriminatory), refer the complainant to the appropriate DFR office within one day after receipt. • If the complaint alleges widespread discrimination or discriminatory practices in the DFR office, arrange to have someone from the DFR Policy Section to go to the DFR office to investigate the allegation. The investigation would be conducted in a manner like the procedures described in Section 1440.20.05, but more emphasis would be put on contacting other applicants and recipients of the same protected classes the complainant to see if they had experienced similar treatment. These cases would also be handled in the same timeframes described under DFR office procedures. • Acknowledge receipt of the complaint to the complainant in writing within 5 days after receipt. • Review the draft of the decision letter prepared by the Regional Manager or their designee or DFR Policy Section staff after the investigation is completed. • Determine if the investigation was thorough and whether appropriate action was taken. • If all the information is complete and the decision is in keeping with stated findings, forward the report to the appropriate federal regional office.