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responsible for authorization and supervision of participating retailers, institutions, and meal delivery services. The Department of Public Health and Human Services (DPHHS) must fulfill the following requirements and responsibilities in the operation of SNAP: 1. Certify applicant households. 2. Issue, control, and account for SNAP benefits. 3. Develop, conduct, and evaluate training. 4. Develop and maintain complaint procedures. 5. Conduct performance-reporting reviews. 6. Submit accurate and timely financial and program reports as required by USDA, FNS. OPA STAFF RESPONSIBILITIES The policies and procedures throughout this manual are intended to be a guide for SNAP certification and are written within the limits imposed by the Food and Nutrition Act and Regulations. The policies contained in this manual are intended to be sufficiently flexible to allow eligibility staff to exercise reasonable judgment in executing their responsibilities. In this regard, the concept of the 'prudent' worker can be helpful. The term refers to the reasonableness of the judgments made by an individual worker in each situation. In making a certification decision, eligibility staff should be conscientious about making a decision that is reasonable, based on their knowledge of and experience with SNAP policy. If eligibility staff encounter a problem in a specific case that is felt to be outside the ordinary policy and procedure, the problem should be resolved through administrative channels. If existing policy guidelines generally address the problem, eligibility staff should make a judgment that can be defined as reasonable and prudent. EFFECTIVE DATE: July 6, 2022