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VIRGINIA DEPARTMENT OF SOCIAL SERVICES INTRODUCTION
10/24 VOLUME V, PART I, PAGE 9
I. PROGRAM INFORMATIONAL ACTIVITIES (7 CFR 272.5)
SNAP information must be available to the applicant and recipient households in English and in the household’s designated language. Program information includes the rights and responsibilities of households. This information may be conveyed through publications, telephone hotlines, and face- to-face contacts.
1. Booklets/Pamphlets
a. Virginia Social Services – Benefit Programs information pamphlet - Applicants may receive this pamphlet at the time of each new application. The BPS may provide the pamphlet the pamphlet at each reapplication or recertification if the household no longer has a copy of the pamphlet
b. Appeals and Fair Hearings pamphlet – Local departments may provide this pamphlet with adverse action notices to reduce or terminate benefits or when applications are denied.
c. Virginia EBT Questions and Answers pamphlet and the EBT wallet card – The local department or the EBT vendor must provide EBT materials to EBT card recipients upon the initial or replacement issuance of the EBT card. The local department must provide these EBT materials upon request after the issuance of the EBT card.
2. Posters
These posters must be prominently displayed where SNAP applications are taken:
a. "And Justice for All"
b. "Your SNAP Rights"
3. Other Required Activities
a. Provide an explanation of household rights when applicants request information about the Supplemental Nutrition Assistance Program. Provide a verbal explanation, or it may provide the Know Your Rights When Applying for SNAP Benefits flyer if the applicant is able to read and comprehend the form in English or other available languages.
b. Complete the SNAP - Hotline Information form and provide it to each applicant on the day the applicant files a new application, a reapplication, or a late recertification application.
c. Try to answer general or specific questions related to the Supplemental Nutrition Assistance Program from persons expressing an interest in applying for program benefits. The department may refer callers to appropriate personnel, and if those persons are not available, the department must arrange to return the call. If it is not possible to return the call, advise the caller to return the call at a prearranged time when the appropriate personnel will be available to answer the questions.
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