Page 21

Page | 20 G. We believe in providing quality, timely customer service through the “no wrong door” approach. Assisting individuals in need is our primary goal. Treat customers with dignity and respect and provide timely customer service through the “no wrong door " approach. Information must be solicited to determine individual or family needs. Benefits Specialists must identify barriers to self- sufficiency and offer guidance and information for suitable referrals. DSS-EA-221A, Family Assessment, assists in the information and referral process and is required to be completed for all application and renewal interviews.

1200 ADMINISTRATION

SNAP is a joint operation of Federal and State Governments. State government (DSS) is responsible for the certification of applicants and issuance of benefits. The Federal government provides guidelines for state operations and is responsible for authorization and supervision of participating retailers, institutions and meal delivery services.

1210 RESPONSIBILITIES OF THE DEPARTMENT OF SOCIAL SERVICES (DSS)

DSS must fulfill the following requirements and responsibilities in the operation of the SNAP: A. Certify applicant households. B. Issue, control, and account for SNAP benefits. C. Develop, conduct, and evaluate training. D. Develop and maintain complaint procedures. E. Conduct performance reviews (Quality Control, Management Evaluations, etc.). F. Keep records and submit reports as required by USDA, FNS.

1220 PERSONNEL STANDARDS

Personnel used in the certification process will be employed in accordance with South Dakota Bureau of Human Resources (BHR) standards. Only qualified program employees will conduct the required customer interviews.

Non-SNAP employees will not conduct certification interviews or certify applicants, except for SSI households and USDA declared disaster victims, or as otherwise allowed by FNS instruction.

DSS employees will adhere to the BHR state employee code of conduct located in the BHR Employee Handbook. If a state employee has reasonable cause to suspect another state employee of improper governmental conduct or a crime, employees must submit a report in accordance with EO 25-04.

If employee fraud related to SNAP is suspected, it must be reported immediately. The following steps must be taken: A. Upon discovery, a written report of the suspected fraud will be made immediately to the Economic Assistance Division Director, SNAP Administrator, and Regional Manager. B. The Economic Assistance Division Director will consult with the DSS Legal Division, BHR, and the DSS Department Secretary. C. Decisions will be made on a case by case bases as to the following: 1. Whether affected cases should be immediately closed upon discovery; 2. Whether other State or Federal officials should be notified of the investigation; 3. What responsibilities will be assigned to program, investigative, and prosecuting officials; 4. Whether personnel action should be taken to suspend or terminate the employee.