Policy Effective: April 1, 2004

The agency conference provides a means of conflict resolution between the customer and local office staff. In this process the customer and office staff, including the supervisor, identify and attempt to resolve problems.

The agency conference may be used as an on-going part of daily work, or in an attempt to resolve issues when the customer has a complaint or has requested a fair hearing.

The agency conference is not mandatory and does not replace the fair hearing process. The customer may request a fair hearing and has the right to proceed regardless of the outcome of the agency conference.

If a customer is contesting a denial of expedited Supplemental Nutrition Assistance Program , the conference must be scheduled within 2 days.