(Revised 01/01/2022 ML 3643)
All applicant households, including those submitting applications by mail or electronically, must have an interview with a worker prior to initial certification.
A telephone or virtual interview may be conducted instead of an office interview. The human service zone must provide a face-to-face interview if requested by the household or authorized representative. A telephone or virtual interview does not exempt the household from verification requirements. Special procedures may be used to permit the household to provide verification and obtain its benefits in a timely manner, such as substituting a collateral contact in cases where documentary verification would normally be provided. The case narrative must be documented as to the date the interview was completed and, whether a face-to-face, telephonic or virtual interview was completed.
A face-to-face interview must be conducted at the human service zone local office or other mutually acceptable location (including a household’s residence – this must be scheduled in advance).
The primary purpose of interviewing an applicant is to obtain and furnish information. The interview must be conducted as an official and confidential discussion of household circumstances. The applicant’s right to privacy must be protected during the interview. Facilities must be adequate to preserve the privacy and confidentiality of the interview.
The individual interviewed may be the applicant, spouse or any other responsible member of the household, or an authorized representative. The worker must document who was interviewed and the date the interview was completed. In addition, the worker must review the information that appears on the application, explore and resolve inconsistent and incomplete information.
Households must be advised of their rights and responsibilities during the interview, including the appropriate processing timeframes, the household’s responsibility to report changes as well as the work requirements.
Households that are applying for or receiving TANF must be advised that time limits and other requirements that apply to TANF do not apply to SNAP. These households must also be advised that they may still be eligible for SNAP if they are no longer receiving TANF because they have reached the TANF time limit, have begun working or for other reasons.
Workers, during the interview, must inquire about any changes in household circumstances between the time the application was completed and the time of the interview.
Any changes received or reported prior to the application being processed must be acted on.
- The worker must also:
- Document the date the application was filed by recording on the application and in the case narrative, the date it was received at the human service zone office.
- Document the date the interview was conducted, the type of interview (face-to-face, telephonic or virtual), and the name of the individual interviewed on the application.
- Examine and explore each section of the application with the household or its authorized representative.
(1) If the application is incomplete, assist the household in completing the form.
(2) Ensure that the application is completed and signed.
- The household is asked to provide information about race and ethnicity of all persons for whom they want assistance through questions on the application. This information is voluntary and used to make sure benefits are provided without regard to race, color, or national origin. Providing this information does not affect the household’s eligibility or benefit amount. If the applicant does not voluntarily provide racial and ethnic data, this information must be documented by the eligibility worker through observation.
- If the household has not designated an authorized representative, explain to the household the functional capacity of the authorized representative and allow them the opportunity to designate someone.
- The worker must remain flexible, avoid biases, be sincerely interested in people, and be sensitive to their individual circumstances.
- The worker should never use personal knowledge of a household to make an eligibility determination.
- The worker must keep in mind an interview is not:
- a criminal investigation.
- a counseling session.
- an interrogation.
Success in interviewing is attained by discovering, mastering, and integrating proper habits, skills, and techniques appropriate to accomplishing the intended purpose of the interview.
