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When it is determined the cause for the delay in processing the application is agency- caused, immediate corrective action must be taken. A notice is sent by the 30th day following the application date informing the household that its application is pending. The household is notified of any action it must take to complete the application process. If the household is found eligible during the second 30-day period, benefits are retroactive to the month of application. If the household is found to be ineligible, the application is denied and a denial notice is sent to the household. DELAYS BEYOND 60 DAYS: If the processing delay is due to the agency not completing the application process by the end of the second 30-day period, the application continues to be processed until an eligibility determination is reached. If the household is determined eligible and the agency was responsible for the delay in the initial 30 days, the household receives benefits retroactive to the month of application. If the household was responsible for the delay in the initial 30 days and is subsequently determined eligible in the second 30- day period, the benefit amount is prorated from the date the household provides the requested information and/or verification. If the household is at fault for not completing the application process by the end of the second 30-day period, the application is denied. If the household still wants to receive SNAP benefits, a new application is required. VOLUNTARY WITHDRAWAL: The household may voluntarily withdraw its application prior to the eligibility determination. Voluntary withdrawal means the household contacts the agency on its own initiative either orally or in writing and requests the application processing stops. If known, the reason for the withdrawal is documented in case notes and that contact was made with the household to confirm the withdrawal. The household is advised of its right to reapply at any time after a withdrawal. The application form is retained by the OPA. REFUSAL TO COOPERATE: Refusal to cooperate means the applicant can cooperate but clearly demonstrates orally or in writing they will not take required steps to complete the application process. The applicant is provided reasonable assistance with completing the application or obtaining verification before denying the application for refusal to cooperate. If there is any question as to whether the applicant merely failed to cooperate as opposed to refused to cooperate, the application is not denied unless it is clear the applicant is