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SNAP 102-2 APPLICATION PROCESSING General Complaints

Supersedes: SNAP 102-2 (09/01/2016) Reference: 7 CFR 271.6 Overview: Federal law requires states to maintain a system for handling general program complaints ﬁled by clients, potenƟal clients, or other concerned individuals or groups. This does not include complaints alleging discriminaƟon based on the protected classes outlined under Civil Rights law, or complaints that can be pursued through the fair hearing process. DEFINITION OF GENERAL COMPLAINT: Any complaint regarding such areas as processing standards or service to clients and potenƟal clients. Examples of complaints: • Consistently late beneﬁt delivery • Late processing of applicaƟons • Staﬀ rudeness or misunderstandings • Concern about oﬃce hours or access • InformaƟon not being shared or telephone calls not being returned. HCSD CENTRAL OFFICE RESPONSIBILITIES: Central Oﬃce will maintain records for three full federal ﬁscal years of complaints received and their disposiƟon and will follow up to see that the complaints are responded to and resolved. The records will be reviewed at least annually to assess whether paterns of problems may be present in local oﬃces, project areas, or throughout the state and to idenƟfy causes of those problems. When warranted, Central Oﬃce may have to take correcƟve acƟon in the resoluƟon of certain complaints. In addiƟon, Central Oﬃce will make informaƟon on the complaint system available to clients, potenƟal clients, and other interested persons. This can be done with writen materials, posters, or other appropriate means. FIELD OFFICE MANAGER AND SUPERVISOR RESPONSIBILITIES:

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Official source

SNAP 102-2 APPLICATION PROCESSING General Complaints

Supersedes: SNAP 102-2 (09/01/2016) Reference: 7 CFR 271.6 Overview: Federal law requires states to maintain a system for handling general program complaints ﬁled by clients, potenƟal clients, or other concerned individuals or groups. This does not include complaints alleging discriminaƟon based on the protected classes outlined under Civil Rights law, or complaints that can be pursued through the fair hearing process. DEFINITION OF GENERAL COMPLAINT: Any complaint regarding such areas as processing standards or service to clients and potenƟal clients. Examples of complaints: • Consistently late beneﬁt delivery • Late processing of applicaƟons • Staﬀ rudeness or misunderstandings • Concern about oﬃce hours or access • InformaƟon not being shared or telephone calls not being returned. HCSD CENTRAL OFFICE RESPONSIBILITIES: Central Oﬃce will maintain records for three full federal ﬁscal years of complaints received and their disposiƟon and will follow up to see that the complaints are responded to and resolved. The records will be reviewed at least annually to assess whether paterns of problems may be present in local oﬃces, project areas, or throughout the state and to idenƟfy causes of those problems. When warranted, Central Oﬃce may have to take correcƟve acƟon in the resoluƟon of certain complaints. In addiƟon, Central Oﬃce will make informaƟon on the complaint system available to clients, potenƟal clients, and other interested persons. This can be done with writen materials, posters, or other appropriate means. FIELD OFFICE MANAGER AND SUPERVISOR RESPONSIBILITIES: