Application and Proofs

Part 1 Application and Proofs

1 How do I apply for SNAP benefits?

You have many options to apply for SNAP. You can:

■ Apply in person at a local DTA office,

■ File an on-line application. See Question 2.

■ Mail or fax a paper SNAP application, or

■ File a SNAP application through the local Social Security office (SSA) if you are applying for SSI. See Question 4.

106 C.M.R. § 361.140.

You have the right to apply for benefits – whether or not a DTA thinks you are in fact eligible. This is a fundamental right. 106 C.M.R. §§ 361.050-361.130. DTA still needs to determine if you are eligible, but no one should discourage you from filing a SNAP application.

To find the address of the DTA office near you or to get a paper application sent to you, call the DTA Assistance Line: 1-877-382-2363

You can also find the local DTA office address or print out a SNAP paper application through DTA’s SNAP web page: http://www.mass.gov/snap.

NO wrong door!

You can apply in person or hand-deliver a signed application to any local DTA office, no matter where you live. Each DTA office must accept your SNAP application. 106 C.M.R. § 361.130. The DTA office should accept any forms or documents you drop off, review them for urgency and then ship them to the DTA Document Processing Center. See Question 14.

15SNAP Advocacy Guide 2016

Cash assistance applications

Your application for TAFDC (Transitional Aid to Families with Dependent Children) or EAEDC cash assistance (Emergency Assistance for Elderly, Disabled and Children) is also an automatic application for SNAP benefits. 106 C.M.R. §§ 361.160. You do not have to file a separate SNAP application or have a separate interview, even if you are found ineligible for cash assistance. 106 C.M.R. § 365.120(A)(1), (A)(2).

Same-day filing

You have the right to file your application the same day you contact DTA. 106 C.M.R. § 361.130. If you go in person, the local office must give you an application or “Request for Assistance” form you can sign and submit the same day. 106 C.M.R. § 361.140.

Retroactive Benefits

If you are approved for SNAP within 30 days of your application, you will get benefits back to the date DTA first received the signed application. 106 C.M.R. § 361.080. You can submit an incomplete application to DTA as long as it has your name, address, signature and date. You can give the rest of the information later. 106 C.M.R. §§ 361.100, 361.130. If you get your proofs in after Day 30, see Question 18.

Advocacy Reminders:

Don’t delay filing a SNAP application just because you don’t have all the information DTA is asking for.

Avoid sending original documents to DTA if possible. It’s best to fax or send copies of documents to the DTA Document Management Center.

To check on the status of your application, set up a My Account Page or call the DTA Assistance Line at 1-877-382-2363. See Question 27.

DTA Policy Guidance:

DTA Online Guide: SNAP > Application Processing >

Additional Guidance: ● Start date for application is when received by EDMC and not date worker reviews application. Transitions May 2015, Quality Corner, Pg.3 ● SNAP paper applications now available in 12 languages plus English. OLG Transmittal #2015-21 (April 16, 2015) ● Application with applicant’s name, address, signature sufficient to start the SNAP application process. Ops Memo 2011-51

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Part 1 • Application and Proofs

SNAP Advocacy Guide 2016

2 Can I apply through the Internet?

YES! You can apply for your own SNAP benefits on-line through the Virtual Gateway at www.mass.gov/vg/selfservice or by following the SNAP application steps on DTA’s webpage http://www.mass.gov/snap. The online or “web application” is also in Spanish and Portuguese.

Filling out and signing a web application

A web application is an electronic application for SNAP. You can apply from your home, library or wherever you have access to a computer. However, it is very difficult to file a SNAP application through Virtual Gateway with a smart phone because it is not “mobile friendly.”

Your electronic signature is your agreement that the information you provide to DTA is truthful and accurate, you will report changes when required, and you understand your rights and responsibilities to follow the rules. During the phone interview, a SNAP worker should go over these rights and responsibilities. See Question 9.

Since the web application does not have a field that asks for the amount of your shelter or child care costs, we recommend you mail or fax DTA a hand-written statement (signed and dated) telling DTA much you pay in shelter and child care costs. See Question 74 and Question 72.


DTA Online Guide: SNAP > Application Processing > Web Application > Additional Guidance: ● SNAP Web Application information automatically goes into DTA computer case file. Notice to client for interview time and date automatically mailed to applicant. OLG Transmittal #2015-47 (Oct 2, 2015) ● Upgrades to Virtual Gateway to allow for “minimal” SNAP application, allow applicant to flag expedited situations and noncitizens to opt out of SNAP applicant household. Ops Memo 2011-51 (Oct 24, 2011)

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3 What happens next after I apply?

Signing a SNAP application is only the first step!

You still need an interview with a DTA worker and send in proofs. It can take about 2 business days for your application to get into DTA’s BEACON computer system. After you apply, you should hear from DTA by phone or letter about an interview (see Question 9) and proofs you need to send (See Question 11)

To get a phone interview, be sure to list a phone number on the SNAP application where DTA can reach you or reach a member of your family. Don’t list a number that only takes voice messages or if your cell phone has run out of minutes. If DTA cannot reach you, they should send you a letter with a date and time for a phone interview. If you miss the DTA call or you need help sooner, call the DTA Assistance Line at 1-877-382-2363.

If your identity is verified, DTA should send you a plastic EBT card and PIN in the U.S. mail. These will be mailed to you in separate envelopes, and can take between 5-10 days to arrive in the mail. Your EBT card will not have any benefits on it until DTA approves your SNAP case. See Question 80 on how to access your EBT benefits.

Policy Guidance:

DTA Online Guide: SNAP > Application Processing > SNAP Application Processing > Issuing An EBT Card

4 Can I apply for SNAP benefits at the local Social Security office?

If you are applying for or receiving regular Social Security benefits, federal and state SNAP law requires SSA offices to offer a SNAP application form to Social Security (RSDI) recipients. 7 U.S.C. § 2020(J). DTA has a short SNAP application form that SSA offices should give to SSI and RSDI clients. 106 C.M.R.§ 361.190.

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If you are applying for or receiving Supplemental Security Income (SSI) benefits, federal and state SNAP law requires SSA to take your SNAP application and send it to the local SNAP state agency (e.g. DTA). SSA is supposed to do this for single SSI clients or where everyone in the household receives or is applying for SSI. 7 U.S.C. § 2020(I)(1). See also 106 C.M.R.§§ 361.190, 366.920. This can be a regular SNAP application or through the Bay State CAP program. See Question 5.

Advocacy Reminders:

If you need emergency SNAP benefits – especially if you are just applying for SSI or Social Security – it may be faster to go to the local DTA office or apply on-line. See Question 20.

SSA District Office Claims Representatives do not consistently offer SNAP applications to Social Security and SSI clients. You can remind SSA District Office of their obligations by citing the federal rules, and you can also tell your local Congress member when SSA declines to help you.

5 What is Bay State CAP for SSI recipients?

Massachusetts has a special SNAP program where many SSI applicants and recipients can apply for SNAP through their Social Security office. This is called “Bay State CAP.” CAP stands for the “Combined Application Project” to allow SSI applicants or recipients to apply for SNAP at the same time or a “combined” application. 106 C.M.R. §366.910

If you meet the criteria for Bay State CAP, you do not file an application with DTA, have an interview nor give DTA any proof. DTA uses the information SSA has gathered to establish your benefits and send you an EBT card. You report changes directly to SSA (for example if you move or you start to work). SSA will automatically tell DTA about the changes. Under Bay State CAP, your benefits are certified/approved for 36 months.

To qualify for Bay State CAP, you must meet the criteria below:

1. you are an SSI recipient and SSA is reviewing your SSI case, or you are an SSI applicant and SSA is likely to approve or reopen your SSI case within 30 days of your application,

2. you are 18 or older and unmarried (or not living with a spouse),

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3. you live alone, or live with others but purchase and prepare your

own food separate from the others,

4. you do not have regular earned income, and

5. the SSI benefits you receive are federally-funded (if you get only a small SSI supplement on top of Social Security or other unearned income, you are likely getting state-funded SSI supplement and would not be Bay State CAP eligible).

When you contact SSA, the SSA Claims Representative is supposed to ask you the following questions:

Do you wish to participate in SNAP? Do you purchase and prepare meals separately from others? Are your housing expenses equal to or greater than $453/month?

106 C.M.R. §366.910 (B)(3)-(5). SSA will electronically send your eligibility information through the State Data Exchange (SDX) to DTA. When it is time to recertify for Bay State CAP (after 36 months of SNAP) DTA will send you a simple Bay State CAP recertification form to fill out and send back.

Advocacy Reminders:

Bay State CAP recipients often receive the same benefit amount as regular SNAP benefits or even higher. In some cases you may get more through regular SNAP if you have rent or home ownership costs above $453/month or unreimbursed medical expenses. You have a right to switch from Bay State CAP to regular SNAP any time you would get more benefits. 106 C.M.R. §366.910 (H)(2).

If SSA says your SSI application will take more than 30 days to process (unless you are elderly or presumptively disabled), it may be faster to apply for regular SNAP benefits through DTA.

Situations where SSA is likely to approve or reopen your SSI case within 30 days include if you are age 65 and older with few assets; you are reapplying for SSI after discharge from a hospital, rehab facility; prison or other institution, or you meet the SSI presumptive disability rules. 45 C.F.R. § 416.931

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Policy Guidance:

DTA Online Guide: SNAP > Bay State CAP Policy and Procedures

SSA Policy Guidance on SNAP Applications: The Social Security Administration provides detailed instructions to SSA Claims Representatives on their obligation to offer to take SNAP applications for SSI recipients including MA Bay State CAP protocol. SSI Policy Operations Manual, SI BOS01801.302; accessed December 2015: https://secure.ssa.gov/poms.nsf/lnx/0501801302BOS

Additional Guidance: ● DTA conversion of 16,000 SSI-SNAP households back to the Bay State CAP program. OLG Transmittal #2015-58 (Nov. 23, 2015) ● DTA re-creates special Bay State CAP SNAP unit to handle Bay State CAP case maintenance and reinstatements. OLG Transmittal #2015-51 (Oct 2, 2015) ● SSI recipients who receive small amount of state-only SSI supplement but no federal SSI benefit are not Bay State CAP eligible because SSA does not process the SSI state-only supplement. Ops Memo 2012-23 (May 18, 2012) ● DTA should not close Bay State CAP case if SSI case is closed for less than 30 days (e.g. short term institutionalization). F.O. Memo 2007-23. ● Initial 2005 roll-out of Bay State CAP pilot in Massachusetts including DTA worker instructions, client brochures and notices, the one-page application form for regular SNAP application and DTA outreach to SSI recipients. F.O. Memos # 2005-4, 2005- 2005-18, 2005-50, and 2005-53.

6 Can I register to vote when I apply for SNAP?

YES! Whenever you apply or recertify for SNAP or cash assistance, the DTA worker is required to tell you how you can register to vote and assist you with voter registration. 106 C.M.R. § 360.950. DTA is mandated by federal law to ask all SNAP and cash assistance household members who are over age 17 and U.S. citizens if they wish to register to vote for any federal elections. 42 U.S. Code § 1973gg–5

If you apply in person, you can get a Voter Registration Form at the local DTA office. DTA must accept and send the completed form to your city or town election office. If you apply for SNAP online or you mail in a paper application – and you check off that you wish to register to vote – DTA should mail back a voter registration form for you to sign

Voter registration is optional. DTA will not deny or close your SNAP case if you choose not to complete a voter registration form.

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DTA must mail any voter registration forms they receive to local city or town election officials within 5 days after they are received. You can also register to vote online if you have a current MA state ID or driver license, or get a form mailed to you from the Secretary of State. To find that information, go to the Massachusetts Secretary of State’s Register to Vote web site: http://www.sec.state.ma.us/ele/eleifv/howreg.htm


DTA Online Guide: Cross Programs > Voter Registration > Overview and Administrative Responsibilities > Voter Registration Overview

Additional Guidance: ● Homeless can register to vote and identify location using a map on Sec. of State webpage if they do not have “conventional” address. OLG Transmittal #2015-66 ● Voter registration procedures revised under agreement with MA Secretary of State settlement in Delgado v Galvin. OLG Transmittal #2015-28 (June 26, 2015) ● In compliance with National Voter Registration Act, local DTA offices are required to provide voter registration help including Massachusetts Official Voter Registration Form and/or Declination Form. Ops Memo 2012-36, (July 30, 2012) ● Each DTA office is required to count and record the number of Voter Registration forms received monthly, and mail the forms to local election officials within 5 days of receipt. Ops Memo 2012-34A (Oct. 25, 2012).

7 Can someone else apply for me?

Yes! You can always ask a family member, friend, or social services agency to help you fill out an application. They can also accompany you to DTA or participate in a phone interview with you - with your permission.

You should sign the SNAP application and participate in the interview – unless you designate someone as your “authorized representative.” This is important because you are legally responsible for all the information on the application. You could end up with an overpayment, or worse, if the helping friend or agency gets it wrong.

Choosing an “authorized representative”

An Authorized Representative is someone you choose to act on your behalf and manage your SNAP benefits, a concept very similar to a “representative payee” for SSI or Social Security benefits. But the

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Authorized Representative does not need to have legal guardianship or any court appointment.

You can choose a family member, friend or other third party to become the authorized representative. You can ask this person to:

sign the SNAP application on your behalf, receive DTA notices, report changes and talk about your case with DTA, and/or

receive a second EBT card to shop for you with your SNAP benefits.

You will need to sign a DTA form, Request to Choose Someone to Be My Authorized Representative. See Appendix C for a copy of this form.

You can decide what role this person should have. Be sure to choose someone you trust. If this person gives DTA wrong income or other eligibility information and you get too many benefits, you might have to pay back what you were overpaid. 106 C.M.R. §§ 361.300, 361.310.

Keeping access to your EBT card

You do not lose access to your EBT card if you choose an authorized representative. DTA can issue two EBT cards—one for you and one for your authorized representative. 106 C.M.R. §§ 361.300-361.370. Authorized representatives are not required to have a photo EBT card. See Question 29.

Giving someone permission to talk with DTA

Family members, friends, social services agencies often help people fill out SNAP applications, fax proofs to DTA or call DTA to get a SNAP case opened. This is not the same as appointing an “authorized representative” who signs your application instead of you, gets DTA notices and/or gets a second EBT card to help you food shop.

If you want to give permission to a social service agency, family member or trusted friend to contact DTA to find out what’s going on with your SNAP case, you should sign a written consent to release information to the agency or third party. Appendix C has a sample Client Consent Allowing DTA to Release Information to a Helping Agency, or you can send a handwritten note (signed and dated) with the same information.

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Advocacy Reminders:

DTA cannot force you to have an authorized representative if you do not want one. It is your choice. You can also tell DTA at any time that you want to remove this person as your helper.

DTA Policy Guidance: DTA Online Guide: Cross Programs > Request for Assistance (RFA) > Assisting Person (RFA) and OLG Transmittal #2016-2 (Jan. 4, 2016)

8 How do I apply if I live in a group home, substance abuse or teen program?

Group home residents

If you live in a group home for persons with disabilities, you may be eligible for SNAP benefits as a one person household even though you live with others. 106 C.M.R. § 361.240(B).

Many group homes are also Authorized Representatives where the group home manager files a SNAP application for each residents and/or the group home receives the EBT card. Other group homes let the residents apply but have point of sale (POS) devices – similar to grocery stores – to swipe the EBT card of each resident monthly.

Under SNAP rules, you cannot be forced to designate the group home your authorized representative to apply for you or forced to turn over your EBT card – unless the group home makes an individualized determination that you cannot manage your benefits due to your disabilities. 106 C.M.R. 365.620(A). See Question 37 for eligibility in group homes and your rights under SNAP.

Residents of other substance abuse programs

If you are a resident of a licensed alcohol or drug treatment program, the SNAP rules say that the treatment program must be your authorized representative. 106 C.M.R. § 365.610. Even if you apply for SNAP, the rules say the recipient must transfer their EBT benefits to the treatment

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program for food purchases while you are staying there. The program should not keep your SNAP benefits, however, after you are discharged.

If you live in a “sober house” or other roomer/board situation which is not licensed by the Department of Public Health, the sober house should not take your EBT card unless you voluntarily appoint them as your authorized representative.

Residents of teen living programs

If you are living in a teen parent program, the program is given the authority to decide if it will be the authorized representative and receive the SNAP benefits, or if it will allow you to apply for and spend the benefits yourself. 106 C.M.R. § 365.620(B).

DTA Policy Guidance: DTA Online Guide: Group Homes: SNAP > Expenses and Deductions > Household Expenses > Group Homes > Group Homes and TAFDC > Program Nonfinancial Requirements > Teen Parents > Teen Parenting Program Additional Guidance: ● DTA has created and recently updated a special Authorized Representative Form for group homes, available at www.mass.gov/DTA/snap ● Authorized representatives are not subject to EBT photo card requirements and will be issued “Valid without Photo” cards for the individuals they assist. Ops Memo 2014-29, pg. 2 (June 11, 2014) ● Detailed guidance on eligibility of DMR and DMH group home residents including the process for applying, designating an authorized representative, level of authorized rep’s authority to transact benefits. F.O. Memos 2009-10, Q. 4, 2004-41 and 2004-15.

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9 Does DTA have to interview me?

DTA is required to interview all applicants for SNAP benefits, 106 C.M.R. § 361.500, except for SSI Bay State CAP households. The SNAP interview is usually conducted by phone.

Scheduling the interview

A DTA worker should try to call you within two (2) business days of when DTA received your SNAP application to screen you for emergency benefits and schedule an interview. See Question 20. If you miss a phone call and want to get in touch with a worker at DTA for an interview, call the DTA Assistance Line at 1-877-382-2363.

If DTA has not reached you within 2 days, DTA should send a written notice with a date and time when a DTA worker will call. This scheduled interview should take place within seven (7) days of your application so that DTA can screen you for expedited (emergency) benefits.

Can I be scheduled for an in-office interview?

If you do not have a phone, DTA will schedule an in-person interview at the local office. But you can always call the DTA Assistance Line any time and ask for the interview, using the phone of a helping agency or friend.

You will need to go to the DTA office for an in-person interview if you are applying for TAFDC or EAEDC cash assistance benefits, unless you request and qualify for an accommodation (see Question 24). If you are disabled and need a home visit, DTA also has the authority to make an accommodation to send someone to your home. See Question 23.

If you are scheduled for an in-office interview solely because DTA says you need a photo EBT card, that is incorrect. See Question 29.

If you do have an interview in a local DTA, the DTA worker must conduct the interview in a private setting and not in the waiting room where others can hear you. Your personal information must be kept private and not shared unless you give written permission. 106 C.M.R. §§ 361.550, 360.300.

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What happens during the interview?

The role of the DTA worker during the interview is to:

Confirm the information you gave on your application and information DTA gets through government data bases.

Screen you for expedited (emergency) benefits that can be issued within 7 days if you are eligible. See Question 20.

Review the documents you sent in and tell you what proofs or verifications they need and by what date.

Review the SNAP time limit and work requirements if you are a childless individual (ABAWD) subject to the time limit or work requirements. See Question 55 and Question 56.

Tell you how long your benefits are certified for and when you need to report changes to DTA.

Answer any questions you have and offer to help if you need help getting verifications or contacting a third party for information.

Explain your rights and responsibilities, as well as the penalties for committing fraud or for other program rules.

What happens after the interview?

You should receive a DTA letter with a Verification Checklist if there are proofs DTA needs. See Question 7. If no proofs are missing, DTA should quickly approve your case if you are eligible.

Advocacy Reminders:

You can call DTA any time after submitting your SNAP application for an interview. It is best to wait at least 2 business days to be sure it is in their computer system. Call 1-877-382-2363 and follow the prompts to get an interview with a DTA worker.

Before or during the interview, the DTA worker should review the documents you sent in with your application. If the DTA worker claims there are not documents that you know you sent or asks you to send in documents you sent before, see Question 26.

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DTA Online Guide Sections: General Application Interview: SNAP > Application Processing > SNAP Application Processing > The Application Interview, and Business Process (BP) > Procedures (BP) > Processing Procedures >, and > Application Processing > SNAP Application Processing > Expedited Benefits Additional Guidance: ● DTA instructs workers that home visits can be scheduled to take an application and conduct an interview, especially if needed for an accommodation due to client disability. DTA Transitions FYI (Nov 2011) ● Workers must contact SNAP applicant within two business days to schedule an interview. F.O. Memo #2011-38 (Aug. 3, 2011) ● If no phone number for client is listed on application, DTA will schedule in-office interview. Transitions Hotline Q&A (Sept. 2006).

10 What happens if I miss the interview?

If you miss a scheduled interview, DTA is required to send you a written notice called a “Notice of Missed Interview” (DTA may call it a “NOMI”). The DTA notice must say that you have the right to another interview. 106 C.M.R. §§ 361.500, 361.540.

You do not need to a show good cause for missing the interview. Simply call 1-877-382-2363 and follow the prompts for an interview.

If you do not have an interview within 30 days of when you applied, your SNAP application will be denied. 106 C.M.R. § 361.700(B)(1). You still have the right to reapply for benefits. The denied application will not be held against you, but the start date of your benefits will be the date you reapply.

Advocacy Reminders:

DTA cannot deny your SNAP application if they failed to contact you, failed to send you a notice of initial interview and/or failed to send a notice of missed interview (NOMI). Contact the Assistance Line and ask to speak with a supervisor or contact an advocate. You can also file an appeal to get retroactive benefits. See Question 94.

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DTA Online Guide: SNAP > Application Processing > SNAP Application Processing > The Application Interview, and Business Process (BP) > Procedures (BP) > Processing Procedures > Completing Scheduled SNAP Telephone Appointments Additional Guidance: ● SNAP interview appointments should be scheduled “timely,” BEACON should automatically mail NOMI to household when worker checks that client missed interview call. OLG Transmittal #2015-17 (April 17, 2015). ● DTA must send notice of missed interview (NOMI) if applicant misses an in-office or phone interview; no need for applicant to establish “good cause” to get rescheduled interview. DTA workers instructed to contact the helping agency listed on application if unable to reach client. Transitions Hotline Q&A, (March 2011) and F.O. Memo 2007-16 (March 15, 2007) ● If DTA denies the SNAP application but failed to send a NOMI, this is considered an invalid case action and a “negative QC case error”. DTA Transitions, Quality Corner (see both July 2011 and September 2011)

11 What proofs does DTA need and when?

When you sign a SNAP application, you are agreeing that everything stated on the application and other information you provide is “true under the pains and penalties of perjury.”

The SNAP rules also require that you provide proof of certain mandatory eligibility factors, including:

Identify Residence in Massachusetts Earned and unearned income Immigrant status if not a U.S. citizen Disability (to waive the shelter cap, claim medicals)

During the interview, the DTA worker should verbally tell you what proofs are required and ask if you need help getting them. 106 C.M.R.§§ 361.550. DTA should them send you a verification checklist (often called “VC-1”) and give you at least 10 days from the date the verifications checklist was sent for you to get the mandatory proofs back to them.

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DTA must give you a full 30 days from the day you applied before they send a denial notice for missing proofs or failure to have an interview. If you had an interview but some mandatory proofs are still missing by day 30, DTA will send you a pending denial notice. 106 C.M.R. § 361.930. See Question 18 if your proofs get in late.

DTA cannot limit proofs to any single document. Any document that proves an eligibility factor should be accepted. 106 C.M.R. §§ 361.640(A), 361.650.

Range of proofs you can provide

The following are examples of mandatory proofs depending on what DTA needs:

■ Identity of the head of household: Documents with your name on it such as wage stubs, a state ID or driver’s license, school records, a health care card. You are not limited to a birth certificate or photo ID.

Only the head of household must verify identity and DTA can verify everyone else through a data check with SSA using the name, date of birth and SSN of each member. 106 C.M.R. § 361.610(G).

■ Massachusetts’ residence: Documents with both your name and current address such as a wage stub, utility bill, bank statement, MA state ID or driver’s license with current address; or your lease, rent receipt or other document that shows where you live. 106 C.M.R.§ 361.610(H). DTA cannot require a landlord statement if you have other proof of residence. DTA should also be able to confirm your residence through the Registry of Motor Vehicles if you have a MA state ID or driver’s license with your current address.

If you just came to the area, you are homeless or you are a migrant worker, you do not need to verify residence. 106 C.M.R. § 362.120. If you moved after you applied or approved for SNAP, see Question 13.

■ Current earnings: This can be copies of your wage stubs (usually the last four weeks, unless you just started working) or a statement from your employer about your earnings. 106 C.M.R. §§ 361.610(A), 363.210(G)(1). If your employer uses “The Work Number” (aka Equifax) for employee information, DTA can also get your current earnings from that source. You should not have to also give them wage stubs.

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■ Last day of work: If you left a job in the last 60 days before your

SNAP application, DTA may ask for proof showing your last day of work and the reason you left. DTA may ask for proof if they decide the information you gave on your application or during the interview is considered questionable. See 106 C.M.R. § 362.340 (F).

You should not be asked for proof if the last date you worked was more than 60 days before your application, or if you meet an exemption from the job registration rule. See Questions 52.

■ Unearned income: If you receive SSI or Social Security (sometimes called RSDI), DTA can confirm this directly through the Social Security Administration (SSA). If you receive Unemployment Insurance, DTA should verify this directly with the Division of Unemployment Assistance (DUA). You should not be asked for a letter from SSA about your SSI, RSDI or from DUA about your Unemployment.

If you have other unearned income such as a pension, DTA may ask you for a statement on your retirement or disability pension, or proof of alimony or child support paid directly to you. 106 C.M.R. § 363.210(G)(2). If you have trouble getting that information, ask DTA to help you.

■ Self-employment: DTA needs copies of any tax returns or business records that show the profit earned on self-employment and your business expenses. 106 C.M.R. § 365.940. If you have not filed tax returns, other documents that reasonably prove your income should be accepted.

Try to verify all your business expenses to reduce countable income. See Question 63. If you get money from renting out a room or apartment in your home or other property, see Question 65.

■ Lack of income: Your self-declaration on the SNAP application that you have no income should be accepted. 106 C.M.R. 363.210 (A). If DTA has a good reason to believe you may be hiding income, they can ask you for additional information to understand how you are managing. 106 C.M.R. 363.210(E)

Situations where DTA may suspect unreported income include if the shelter costs you claim are much higher than your income and you give no explanation how you are managing. However, if you owe back rent, are borrowing money from family or friends or running up a credit card, that information should be adequate without further proofs.

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■ Disability: You only need to prove disability if you are under age 60

and your disability will help you claim higher shelter costs or medical expenses. You need to show DTA you receive a disability-based benefit if you do not get SSI or EAEDC. See Question 35.

■ Assets: Very few SNAP households are subject to the asset test. If you need to, DTA will ask for proof of money in the bank, stocks and bonds, real estate, etc. 106 C.M.R. § 361.610(E). See Question 58.

■ Immigration status: Required for household members who are not U.S. citizens and are applying for SNAP for themselves. 106 C.M.R. § 361.610(B). See Question 44 for details on proofs required.

■ Other proofs when DTA determines that information you gave is “questionable.” 106 C.M.R. § 361.620. See Question 17.

Information you can self-declare:

The SNAP rules allow you to declare certain information, unless DTA determines the information is questionable. You can self-declare:

o Your household living situation (that you purchase and prepare food separately from others)

o U.S. citizenship of any household member,

o Your age or date of birth,

o Your shelter expenses (rent, homeownership, utility costs),

o Child care or adult dependent care expenses.

See 106 C.M.R. §§ 361.610 (A),(K); 361.800, 363.210(D), 364.450.

You can declare the information above on the SNAP application or any signed and dated communication from the head of household, including information you write on your SNAP application, recertification form, an interim report or any separate statement you sign and date.

Advocacy Reminders:

Proof of U.S. citizenship is not required unless DTA determines that your status is “questionable.” 106 C.M.R. § 362.210(A). See Question 17.

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DTA should not ask for permanent verifications (verifications that

never change) you have already given them, such as a license or birth certificate.

Missing wages and last day of work can sometimes be verified by

DTA through an employee verification system called “The Work Number.” See: http://www.theworknumber.com/ Large employers like Dunkin Donuts, Home Depot and other businesses use this service. If your employer uses The Work Number, DTA can access this data for current wage information. If not, DTA can still help you get information from your employer using a Request for Employment Information form, see Appendix C. If there is a missing wage stub but your pay stubs show year-to-date gross income, DTA can often figure out the missing gross income from other pay stubs.

SNAP rules require DTA to accept documentation that is

reasonably available for verification. 106 C.M.R. § 361.610(A): “If all attempts to verify the gross countable income are unsuccessful because a third party has failed to cooperate, the case manager shall determine the household’s gross countable monthly income based on the best available information.”

DTA can also accept a reasonable explanation from the household

regarding any discrepant information. See 2008 FNS guidance http://www.fns.usda.gov/snap/rules/Memo/2008/111308.pdf

DTA Policy Guidance: DTA Online Guide: SNAP > SNAP Verifications > SNAP Verifications Overview and The Verifications Checklist and Business Process (BP) > Procedures (BP) > Front Office Procedures > Determining Document Urgency

Additional Guidance: ● Extensive and still current DTA guidance on permanent verifications, optional and alternate verifications, self-declarations and worker assistance including instructions on missing wage information. F.O. Memo #2010-55 (Nov. 23, 2010). ● Local DTA office staff must review documents hand-delivered to DTA and assign an “urgent” or “non-urgent” status. Urgent documents (e.g. for expedited) must be processed by first available worker before sending them to EDMC, non-urgent documents batched and sent by local DTA to the EDMC. OLG Transmittal #2015-16 (May 1, 2015)

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● DTA workers should not ask client to resubmit permanent verifications unless information is questionable, detailed discussion on how workers should avoid “over verification.” Transitions FYI, March/April 2015 ● RMV data can verify MA residency if address provided by client matches address on RMV database. Ops Memo 2014-39 (June 11, 2015), OLG Transmittal #2015-35 (Aug 7, 2015). ● MA residency must be verified but worker can accept range of proofs including those used for identity, utilities, shelter. No specific verification can be imposed. (Hotline Q&A, August 2014) ● Proof of U.S. citizenship is not required unless questionable. Ops Bulletin 2015-13 (Oct. 15, 2015) ● Detailed guidance on handling cases with “voided” Puerto Rican birth certificates. F.O. Memo 2010-49 (Nov. 1, 2010) ● Employment information available through The Work Number (Equifax) can be used verify earned income for clients whose employers using this service. Ops Memo 2013-33 (July 19, 2013) ● Instructions to workers on how to get Unemployment Insurance benefits information through DUA’s “UI Online.” Ops Memo 2013-29A (Dec 12, 2013) ● SNAP denial notice must identify specific verifications missing and which household member the verification is for; SNAP workers must enter verifications as received; workers must send additional VC-1 for any new documents needed not on original VC-1; case cannot be denied or closed without adequate time (10 days) to submit verifications nor if missing proofs are optional (e.g. for a deduction) Ops Memo 2012-17 (April 25, 2012) ● DTA must give at least 10 days following date of the verification checklist (VC-1) to provide verifications including if verifications requested at end of 30 day period; Transitions, Quality Corner (March 2012) ● Once identity been verified, it is a permanent verification unless your identity is questionable; self-declaration of child care on SNAP application or recertification form is adequate verification of expenses. Transitions Hotline Q&A (July 2011) ● SSN card never needed to verify SSN under any circumstances; SSN is verified through a match with SSA. Transitions Hotline Q&A (July 2003).

12 What proofs do I need to claim living expenses?

DTA needs certain information about your expenses to calculate the amount of your benefits. Some of this information can be self-declare and other information needs proofs. These are considered optional verifications. If you do not provide information or required proofs for the expenses, DTA cannot deny your benefits – but the SNAP amount will be calculated without these deductions. 106 C.M.R. § 364.450(B).

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■ Shelter costs – can be self-declared. You do not need to verify shelter

costs. Be sure to write down the amount of your shelter costs on the paper SNAP application or a separate piece of paper you signed and dated. 106 C.M.R. §§ 361.610(K). A sample declaration form is in Appendix C.

If your shelter costs appear questionable, DTA may ask for a rent receipt, canceled check, money order, copy of a lease, proof of home ownership or statement from your landlord or tenant you share expenses with. See Question 74 on how DTA calculates shelter costs. If you have rental income from your property, see Question 65.

■ Child care or adult dependent care costs – can be self-declared. You do not need to verify child care costs, Be sure to tell DTA what you pay on the SNAP application or on a separate piece of paper. A sample declaration form is in Appendix C.

Dependent care includes what you pay for day care, after-school programs, summer programs as well as transportation to and from the child care location. You can also claim the costs of care needed for an elderly or disabled household member. 106 C.M.R. § 361.610 (K). See Question 72 for more about dependent care costs.

If your dependent care costs appear questionable, DTA may ask for proof such as a statement from your caregiver, canceled checks or other documents showing what you pay.

■ Medical expenses – proofs required. If you are disabled or elderly (age 60 or older), you can claim unreimbursed medical expenses. 106 C.M.R. § 361.610(D). See Question 70 for a detailed list of medical expenses and acceptable proofs, and Appendix C for a MLRI flier and sample screening forms.

■ Child support paid to children outside the household – proofs required. You will need to show two things: proof that you have a legal obligation to pay support, and the amount that you pay. 106 C.M.R. §§ 361.610(J), 364.400(E). See Question 71.


DTA Online Guide: SNAP > Expenses and Deductions > Introduction > Expenses/Deductions Introduction

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Additional Guidance: ● Shelter expenses may be self-declared unless questionable, including self-declarations on the SNAP application or recertification forms. F.O. Memo 2010-29 (June 16, 2010) ● Child care expenses can be self-declared, unless expenses claimed are questionable. Transitions Hotline Q&A, (July, 2011) and F.O. Memo 2007-19 (March 15, 2007) ● Child support obligation can often be verified though the Department of Revenue as well as canceled check, wage garnishment or UI withholding statements. Transitions Hotline Q&A (May 2008)

13 If I move, how do I report my new address?

It’s important to keep DTA informed of any address changes so you don’t miss important notices. And if your rent goes up, you may get more SNAP. You can report an address change to DTA by:

1. Calling the DTA Assistance Line at 877-382-2363. Follow the prompts to report your address change (You don’t have to talk to a live DTA worker).

2. Verbally reporting the change to a DTA worker. OR

3. Sending DTA your new address by fax or mail. Be sure to write down what your new rent amount is, and if you have heat, AC or other utilities separate from rent. See Question 74.

Depending on your case and your reporting requirements, when you report a change of address DTA may send you a letter asking for verification of the address and if anything else changed in your household. If your SNAP case is on Interim or Simplified Reporting, see Question 89. You should not be told that you have to verify your new address or verify any other changes. Federal SNAP regulations require households to “reside” in a state but do not require households have an “address” in a state. 7 CFR §273.2(f). The SNAP regulations suggest a physical address must be provided where possible, 106 CMR §362.110, and only require verification of residency.

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106 C.M.R. §362.120. If you are still a MA resident and you tell DTA about a new MA address, you should not have to reprove your residency. If your rent increases when you move it is worth telling DTA because your SNAP may go up. Also, if other things change in your household (who you live with, what income there is, etc) you may have to tell DTA. Again, it depends on your case and your reporting requirements. See Question 89. DTA’s returned mail policy On most DTA mail, DTA instructs the U.S. Post Office not to forward mail to the recipient’s new address. This means DTA letters may get returned back to DTA with your new address or “undeliverable.” If DTA has your new or “forwarding” address, they will send you another letter asking for proof of your new address. If they don’t hear back, DTA may take steps to close your SNAP case if they do not know where you are living. Sometimes recipients get notices they have moved, when actually the US Post office made a mistake and the individual has not moved. And sometimes DTA makes mistakes if you told them you have moved, but they failed to update your address in their computer system. If your SNAP is delayed or stopped because DTA says they do not know where they are living and they want verification of your address, contact an advocate. Returned mail and simplified reporting cases If you are approved for “simplified” or interim reporting, DTA should not close your case if they get returned mail midway through your reporting period. You are required to report and verify address changes at your next interim report or recertification. Important: If you do move and you do not tell DTA know your new address, you risk not receiving the required Recertification or Interim Reporting Forms. See Question 89 for more information about interim or “simplified” reporting.

DTA Policy Guidance

DTA Online Guide: Cross Programs > Request for Assistance (RFA) > Address (RFA) Additional Guidance: ● DTA can verify MA residency if the address you give them matches the address on file with the Registry of Motor Vehicles. Ops Memo 2014-15 (Feb. 13, 2014) ● If mail returned as undeliverable to DTA, DTA will request verification of new address from household unless case is on Simplified Reporting. Automatic case closings if verification not returned. Ops Memo 2013-13A (March 28, 2013)

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14 How do I submit proofs to DTA’s Electronic Document Center?

DTA now has one document processing unit known as the Electronic Document Management Center or EDMC. All documents sent to DTA are scanned electronically and uploaded into your DTA case at the EDMC. DTA clerical workers identify the documents and link them to your case file. This new process eliminates all paper files. Note, the EDMC does not make decisions about your eligibility.

You can send your documents to DTA three ways:

FAX documents to DTA at 617-887-8765.

MAIL documents to DTA at:

Department of Transitional Assistance, EDMC P.O. Box 4406,

Taunton, MA 02780-0420.

Hand deliver documents to a local DTA office:

For the address of a local DTA office, call the DTA Assistance Line or go to: http://webapps.ehs.state.ma.us/DTAOffices/default.aspx

Advocacy Reminders:

You have a right to drop off documents at any DTA office. 106 C.M.R. § 361.650. DTA staff should to review the documents to see if any are urgent and need to be dealt with right away. If not urgent, DTA should forward documents to the Electronic Document Processing center on your behalf. You don’t need to wait for a DTA worker to review the documents if you only want to drop them off.

DTA has special pre-stamped envelopes with the DTA EDMC address. Ask for one if you want to send future documents by mail.

Don’t send original documents. Keep copies of anything you mail in or ask DTA to send back your copies. DTA will shred all

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documents that are not considered “permanent” (such as birth certificates) unless you ask for them back.

Keep track of the date you sent DTA the documents by mail or a copy of the fax confirmation cover page, in case documents get lost.

Write on each page of the documents your name and your DTA “Agency ID” (if you know it) or the last 4 digits of your SSN. That will help the EDMC match the documents with your SNAP file.

If you are faxing a double-sided document, don’t forget to fax the information on the reverse side! Documents printed on grey or color paper do not fax well, the information may be hard to read.


DTA Online Guide: Business Process (BP) > Procedures (BP) > Front Office Procedures > Preparing Documents for Transport to the EDMC and > Processing Procedures > Linking Scanned Documents to Verification

Additional Guidance: Multiple Operations Memos describing roll out of Electronic Document Management in 2013/14 including: Ops Memos 2014-03, 2014- 26, 2014-22 and 2013-61. Note that DTA’s procedures for receiving, indexing and processing client documents have changed over time.

15 How do I reach a live DTA worker about my SNAP case?

In October of 2014, DTA changed from a case system to a task-based system for all SNAP cases. All SNAP applications, interviews and case processing is done by random “first available workers” or FAWs. Most cash (TAFDC and EAEDC) cases still have assigned workers.

DTA now has one central phone number called the DTA Assistance Line:

1-877-382-2363. This DTA Assistance Line gives you two options:

Speak with a live DTA worker. DTA workers, pooled from local offices all around the state, are supposed to be available Monday

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through Friday from 8:15AM to 4:45PM on a “first available worker” model. This can often involve a long wait on the phone.

Use an Interactive Voice Response (IVR) system. The IVR lets you get some information about your case and report certain changes. The IVR system is available 24 hours/7 days a week.

DTA’s Interactive Voice Response (IVR): When you call the DTA Assistance Line, you will first get a recording with menu options. This is called an Interactive Voice Response or “IVR” automated phone system. Currently, the IVR can only be used to get and give specific information if you know the SSN and year of birth of the head of household. You can use the IVR to report two changes to DTA: a change of address or a new phone number. DTA is planning to increase reporting options soon.

You can also use the IVR to get information on:

Status of an application or your benefits including the date approved or denied.

Date that DTA last received a document from you (but it will not tell you what type of document DTA received, or if it has been reviewed by a worker).

Amount of your benefits and next date you will have SNAP or cash deposited on your EBT card.

The street and city address of your local DTA office. General information about DTA’s SNAP and cash programs. To request a DTA “Income Verification Letter” you can use with other

agencies that ask about your benefits. To request DTA mail you a paper SNAP application.

Reaching a live DTA worker:

The DTA Assistance Line is staffed with DTA case managers from 8:15 AM to 4:45 PM on regular business days. Follow prompts to:

Speak with a live DTA worker about your SNAP or cash case. Reach a DTA Domestic Violence specialist. Request an “accommodation” (extra help) for if you have a

disability or impairment. See Question 23-25 for more information. Reach other DTA offices including the Division of Hearings, the

Overpayment Recoveries Unit and other DTA units.

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If you have to wait on hold to speak to a live DTA worker: Depending on the time of day you call, you may have to wait a while to talk with a DTA worker. We recommend you call from a landline, a social services agency or a cell phone that does not use up limited minutes. If the DTA call volume is high, you may also be given the option to request a “courtesy call back” from a DTA worker. DTA says it provides this call back option at certain times of day depending on volume. If you choose to get a courtesy call back, leave a voice message with your full name, SSN or Agency ID and a phone number they can reach you at within the next 24-48 hours. This is your choice to request a call back. When you reach a live DTA worker: The DTA worker should first ask your name, your Agency ID (if you know it) or your SSN. That will help the worker find your SNAP application or case record. The worker should immediately look up your case and then respond to the reason you are calling. If you are calling because you need an interview for your SNAP application or recertification, the worker should conduct an interview and not tell you to call back later.

Example: Juan applied for SNAP on June 1. He was scheduled for an interview on June 8, but the scheduled interview conflicted with his work hours. Juan calls the DTA Assistance Line on June 5. The “first available worker” he reaches should do the interview and not tell Juan to wait until June 8. If Juan also sent in proofs with SNAP application, the DTA worker should review the documents and process his case, or tell him what is missing and send him a Verification Checklist (VC-1).

If you do not get the help you need, you have the option to speak with a supervisor or the office manager or call the DTA Ombuds Office. See Question 26. If you are a helping agency or advocate calling on behalf of a client, first let the DTA worker know that you faxed or mailed a signed client consent authorizing you to speak with DTA was faxed or mailed to DTA. The workers should not refuse to look up that information in the BEACON Scanned Document History. See Appendix C for sample consent form.

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Advocacy Reminders:

When you call the DTA Assistance Line, the DTA worker should give his or her name and office location. Write this down. If the worker does not volunteer this information, ask the worker directly. If the worker refuses, ask to talk with a supervisor. DTA workers have been instructed by DTA Central to identify themselves. The name and location of the DTA worker could be useful if you need to follow up on a case with a supervisor or the DTA Ombuds Office. See Question 26.

Certain “free” cell phones – such as Lifeline, SafeLink and Assurance –

use up limited cell phone minutes for toll free phone calls, including DTA’s Assistance Line. If possible, try to use a landline or the phone of a social service agency line if you have limited cell phone minutes.


DTA Online Guide: Business Process (BP) > BP - Overview > Statewide Assistance Line and SNAP First Available Worker Model

Additional Guidance: ●DTA guidance on handling of domestic violence situations and protocol for referrals to DTA DV specialists. Transitions Policy Mailbox, pg 4, Sept. 2015 ● Reminder to DTA staff that certain Interim Reports and Recertification documents are considered urgent and should be handled before forwarding to EDMC. PPER Email 2014-40 (Nov. 21, 2014). Additional information about handling dropped off documents in OLG. ● DTA overview of first available worker (FAW) model and other “business process redesign” changes. Ops Memo 2014-66 (Oct 16, 2014)

16 Should DTA help me if I am having trouble getting proofs they need?

Yes! DTA workers are required to help you get proofs if you tell DTA you are having difficulty, 106 C.M.R. § 361.650. This can include making a “collateral contact” to a third party. 106 C.M.R. § 361.640(B) . Examples of DTA worker assistance include:

DTA contacting an employer for missing wage information, or seeking proof from a health care provider for medical expenses.

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DTA contacting another state to confirm the date your out-of-state

SNAP case closed. DTA has access to the “PARIS data system” that provides information on the status of out-of-state SNAP cases. DTA can also make a phone call to the sister state agency.

DTA should provide you with additional accommodations if you have a disability that makes it hard for you to get proofs or comply with other DTA rules. If you have a disability and need an accommodation, see Question 24.

Collateral contact is when DTA contacts a third party for information, as long as you have given written DTA permission to do so. 106 C.M.R. § 361.640(B). It is up to you to give DTA the names of people to contact and written permission to contact. But DTA cannot require you to agree to a third party contact if you can verify the information in a different way. Your privacy is important and must be respected. 106 C.M.R. § 360.400.

You cannot be denied SNAP just because you are having trouble getting proofs. But you can be denied if you refuse to cooperate with getting the proofs, refuse to be interviewed, or if you do not meet the other eligibility rules. 106 C.M.R. §§ 361.400 and 361.650.

DTA Policy Guidance: DTA Online Guide: SNAP > SNAP Verifications > Providing Assistance to Clients in Obtaining SNAP Verifications Additional Guidance: ● Workers have an affirmative obligation to assist in securing verifications, including offering to do a collateral contact with a third party. Transitions FYI, December 2000 ● Workers must advise clients of alternative forms of verification and must advise clients to contact DTA if they need assistance with getting documents. Transitions FYI, June 2005 ●Worker assistance must be provided if clients cannot get verifications for reasons beyond their control, including domestic violence situations. Transitions FYI, May 2008.

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17 What if DTA questions the proofs I sent them or demands more proofs?

First, if a specific or preferred proof is not available, DTA must accept any documents that reasonably prove your eligibility. 106 C.M.R. § 361.640. DTA cannot demand a specific document such as a birth certificate for identity, or statement from a landlord for residence.

Second, under some circumstances, DTA can ask for additional proofs if the DTA worker determines the information or documents you provided is “questionable.” That means the information you gave DTA is inconsistent with other information on your application, what you reported to the worker or information known to DTA (e.g. through database checks). 106 C.M.R. § 361.620. The DTA worker must review the individual circumstances of a household before determining information is questionable.

DTA should not require you to “prove a negative,” such as being out of work more than 60 days, or that you are no longer living with an absent parent. If you are asked to prove something that you cannot, contact a legal advocate.

If DTA rejects the proofs you offer, the worker must document in your case record the reasons for rejecting that proof. 106 C.M.R. § 361.660. If you think you have given DTA enough proof, you can ask to speak to a Supervisor or contact a Legal Services (See Appendix E).

Example: Clara has been unemployed for a year and has no income when she applies for SNAP. She claims rental costs of $850 per month. Clara reports to DTA that she has been borrowing money from friends after running up debt on her credit card and falling behind on her rent. This reasonable explanation should not be “questionable” and DTA should require additional verifications.

Example: Sandy is age 55 and separated from her husband 6 months ago. She applied recently for SNAP. An RMV check shows that her husband still has his car registered at the same address. Sandy has no control over her husband and should not be required to prove where he lives or to get the RMV to change the listed address of his car.

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DTA Online Guide: SNAP > SNAP Verifications > SNAP Verifications Overview Additional Guidance: ● Extensive guidance on verification options, and obligation of worker to assist and provide collateral contact. F.O. Memo 2010-55 (Nov. 23, 2010) ● Living expenses that exceed income are not questionable if household has reasonable explanation, proofs not required. Transitions Hotline Q &A (May 2012, March 2010) ● Workers cannot limit verifications to any single type of document and cannot require verification from a specific person. Transitions Hotline Q&A (August 2004); Transitions FYI, (August 2005)

18 Can I get my SNAP case reopened if I am denied for lack of proofs?

Yes! First, DTA must give you a full 30 days from when you applied before they can deny your SNAP application. DTA must also send you a notice of the exact verifications they need.

If the proofs they need are still missing by Day 30, DTA will send you a pending denial notice. 106 C.M.R. § 361.930. The SNAP pending denial notice should list the specific proofs or verifications that are still missing, and tell you that you have another 30 days to bring in these proofs.

If you get the proofs to DTA within this second 30 day period, your case should get reopened. You do not need to reapply. 106 C.M.R. § 361.940.

Example: Vicky applied for SNAP on June 1. She sent DTA most of the required verifications by June 10, but was missing wage stubs from a part-time job. Vicky was sent a denial notice dated June 30th telling her she was denied and the proofs missing. Vicky sends DTA the missing wage stubs on July 10. DTA should reopen Vicky’s SNAP application without making her reapply.

DTA Policy Guidance: DTA Online Guide: SNAP > SNAP Verifications and SNAP > Application Processing > SNAP Application Processing > The BEACON-generated Pending Denial Notice

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19 What if DTA “prorates” my SNAP with a later start date?

Sometimes if your SNAP case is not approved until the second 30 day period, DTA will “pro-rate” your SNAP. This happens when your case is approved in the second 30 days after missing verifications were received. The date from which your SNAP benefits start depends on whose “fault” caused the delay in verifications.

The SNAP regulations, 106 CMR 361.910 and 920, are very clear that pro-ration should only happen if the delay is the fault of the household AND the DTA worker assisted the household in getting the required verifications. So, it is very important to tell DTA if you need help getting documents. It is a good idea to tell them in writing.

In most cases, DTA’s computer system automatically determines “fault” and decides if the SNAP should be pro-rated or not. This means even if you asked for help getting documents, DTA may still pro-rate your SNAP. If DTA approves your SNAP but you do not get the full amount going back to the date of application you can ask DTA to fix it. Call the DTA Ombuds office or file an appeal if DTA does not fix the problem. See Question 26 and Question 94.

Example: Vicky applied for SNAP on June 1, got a pending denial notice then got an approval notice on July 15. It said her SNAP was approved effective July 10, the date DTA received missing wage stubs. This means she missed 40 days’ worth of SNAP. You learn Vicky actually had asked the DTA worker for help getting the missing wage information because her employer was uncooperative. DTA made a note in the case record but did not offer to do any collateral contact, and then denied the SNAP on Day 30. Vicky eventually got an advocate to contact the employer who sent the missing wage information, but DTA failed to offer to help her back in June. DTA incorrectly prorated the SNAP benefits and should pay Vicky SNAP going back to the date of the original application.

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Advocacy Reminders:

If you were denied or terminated from SNAP and got a notice within the last 90 days, you still have a right to appeal that denial or termination to get back your SNAP benefits. The hearing officer must accept any proofs you provide under special “de novo” appeal rules. See Question 99. You should both reapply for benefits (to get back on quickly) and consider filing an appeal to see if you can get the retroactive (back) benefits.

If you submit verifications to DTA after Day 30 from when you first applied, call the DTA Assistance Line and ask a worker to check your case record. Once a SNAP case is denied, it is not clear whether or how quickly DTA workers are alerted to documents sent in.

If the SNAP case is denied to due incomplete or delayed verification, the federal SNAP rules say DTA must have informed the household of the required verification, offered to assist in obtaining that verification, and allowed sufficient time to procure the necessary paperwork. 7 C.F.R. §273.2(h)(1)(i)(C). If DTA has not done all of those things, the SNAP regulations says the delay is the agency's fault.

If the SNAP case is denied due to lack of an interview, the federal

SNAP regulations require DTA to have scheduled an interview and then notified the household if they missed the interview and right to reschedule. DTA must reschedule the interview if the household contacts them within the 30 days. If DTA fails to schedule another interview requested by the household, the fault is DTA’s and not the household. 7 C.F.R. §273.2(h)(1)(i)(D).

If you submitted everything listed on your denial notice before Day 60 – but DTA does not agree to reopen your case, or gives you “prorated” benefits – you can file an appeal and/or contact an advocate. See Question 94.

DTA Policy Guidance: DTA Online Guide: SNAP > Application Processing > SNAP Application Processing > Proration of SNAP Benefits at Application

Additional Guidance: ● SNAP application denied for failure to submit verifications in error where QC found no evidence that client was scheduled for an interview, no NOMI and no verification checklist sent. Transitions, January 2015, Quality Control Corner. ● Describes detailed DTA procedures for determining client “fault” versus DTA “fault” in triggering start date of benefits or proration. Ops Memo 2014-30 (June

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11, 2014). (Policy may violate federal SNAP regulations, which require state agencies to have taken multiple steps before assigning fault to SNAP applicant.) ● Provides detailed list of what is considered “negative case errors” where DTA failed to schedule interview, send NOMI, send VC-1, give sufficient time, deny case for documents in the case record, etc. Field Ops Memo 2008-59 (November 12, 2008). (All of these are useful examples to push for a finding of “Department error” vs client error and argue against proration of benefits. ● Denial notice must identify missing verifications and for which household member; SNAP case cannot be denied or closed if applicant has not had the minimal 10 days to submit verifications. Case also cannot be denied for lack of verifications needed for certain deductions. Ops Memo 2012-17 (April 25, 2012)

20 Can I apply for expedited (emergency) benefits?

The SNAP rules require DTA to screen all applicants for expedited service upon receiving the application. 106 C.M.R.§ 365.800. You are eligible for expedited (emergency) service if:

■ you have $150 or less in monthly gross income and $100 or less in liquid assets (cash and money in the bank), or

■ your shelter costs are higher than your combined gross monthly income and cash and savings (DTA adds the value of the standard utility allowance or SUA to your rent or home ownership costs) , or

■ you are a migrant household with $100 or less in cash and savings.

106 C.M.R. §§ 365.810-365.830.

If you verify your identity and you meet one of these criteria, you should get SNAP EBT card and benefits within 7 days. Expedited SNAP benefits are not extra benefits—they are just a way to get your first month’s benefits faster.

Example: Stella earns $200 a week in gross wages (before taxes) at her part time job, for a total monthly income of $866 (weekly x 4.333). Stella pays $500/month rent and separately pays heating costs. Her total shelter costs are $1,121 based on her rent of $500 plus the $621 heating/cooling standard utility deduction (SUA).

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Because her gross income is less than her shelter costs, Stella is eligible for expedited SNAP for one month.

To get ongoing SNAP benefits after the expedited month, you will have to provide proofs of all the other eligibility factors. 106 C.M.R. § 365.850(B). See Question 11.

The amount you get in expedited SNAP benefits is based on the income you have already received and anticipate receiving in the cyclical month of your SNAP application. DTA can count your last pay check in that cyclical month, even if it comes from a terminated source. 106 C.M.R. § 365.840.

Advocacy Reminder:

It is often faster to get expedited SNAP by going in person to a local DTA office, especially if hard to reach you by phone.

DTA cannot refuse to issue expedited benefits again if you verified all SNAP eligibility factors the last time you applied or it’s been at least 12 months since your last got expedited benefits. If DTA tells you that you can only get expedited SNAP benefits one time, contact an advocate.

DTA cannot hold up your expedited benefits even if you are required to

have a photo EBT card. They must issue you a photo-less card. See Question 29.

DTA Policy Guidance: DTA Online Guide: SNAP > Application Processing > SNAP Application Processing > Expedited Benefits and > Screening for Expedited Service and > Issuing Expedited Benefits

Additional Guidance: ● Case managers can process expedited and ongoing SNAP at the same time if all necessary verifications provided. OLG Transmittal #2016-4 (Jan. 4, 2016). ● DTA guidance regarding FNS Program Access Review finding that DTA failed to screen for expedited immediate needs. Ops Memo 2013-35 (July 26, 2013 ● If applicant appears expedited eligible and contests amount of bank balance in DOR bank match, (e.g. money was used for rent), expedited rules allow worker to accept asset information verbally reported by applicant unless questionable. Transitions Hotline Q&A, (August 2013) ● Expedited benefits can be issued more than once if the applicant previously verified required information, or if more than a year has elapsed since receipt of expedited. Transitions FYI (Dec 2010). ● Even though the asset test does not apply for most “categorically eligible” households under 200% FPL, households seeking expedited benefits need to tell

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DTA about the amount of any liquid assets available. Transitions Hotline Q&A, (July 2008) ● Expedited benefits should not be denied for lack of proof of identity where DTA can verify identity and SSN through State Verification and Exchange System (SVES). Transitions FYI, (May 2007)

21 What if I do not speak English?

If English is not your primary language, DTA must provide you with a bilingual DTA worker or communicate through a translation service. Language Access on the DTA Assistance Line When calling the DTA Assistance Line (1-877-382-2363), DTA has a recording with the prompts you can push to get service in your language. As of January 2016, the DTA Assistance Line has language capacity in English, Spanish, Portuguese, Cantonese, Vietnamese and a separate prompt to push for other languages.

If you select a language other than English, then:

You should be connected to a bilingual DTA worker. The DTA worker should add a bilingual DTA interpreter to do a

three way call with you OR The DTA worker should use their language line interpreter service.

Applying for SNAP in another language As of January 2016, the online application is in English, Spanish, and Portuguese. If you are applying for SNAP online through the Virtual Gateway (see Question 2), you should indicate your primary language in the “Personal Information” section on the drop-down menu labeled “Spoken Language”. As of January 2016, DTA has paper applications in 12 languages byond English: Spanish, Portuguese, French, Haitian Creole, Chinese, Vietnamese, Khmer, Korean, Russian, Italian, Polish, and Arabic. You can download and print these applications at http://www.mass.gov/snap Be

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sure to write down the language you prefer in the first section of the SNAP application that says: Information About You. DTA notices in another language

DTA currently provides the computer-generated (BEACON) notices and forms in only English and Spanish. DTA sends a “babel” flier in other languages recommending you get the information sent to you translated.

Advocacy Reminders:

Under federal law, DTA must provide you with an interpreter if you need one. DTA should not tell you to bring your own interpreter. See Title VI of the Civil Rights Act of 1964, 42 U.S.C. § 2000d. DTA should not tell you to have a family member interpret for you.

Federal SNAP law also requires DTA to have written materials in

languages other than English if there are at least 100 households in the area served by the welfare office that speak that language. 7 C.F.R. § 272.4(b)(3). A written notice reducing or stopping your benefits is not valid if it is not in your primary language, you do not read English, and there are 100 or more households in the area served by the welfare office that speak your language.

For more information on the federal and state government’s duties

to persons with limited English proficiency (LEP), see www.lep.gov and http://www.justice.gov/crt/about/cor/13166.php. For SNAP eligibility and benefits information in 35 languages, see http://www.fns.usda.gov/snap/outreach/translations.htm.


DTA Online Guide: Services > Interpreter Services >Department Interpreter Services and Guidelines for providing Interpreter Services Additional Guidance: ● Interpretation services must be offered at no cost to LEP clients. If LEP client wants to use own adult interpreter they must be advised DTA will provide a professional interpreter free of charge. Children over 12 may interpret only to schedule an appointment. Children under age 12 must never be asked to interpret. DTA PPER Email 2015-24 (July 1, 2015) ● DTA obligations to meet its Title VI obligations to provide bilingual services at first point of contact; use tele-language line if bilingual staff is not. DTA cannot turn a client away or tell them to come back due to a lack of interpreters. Children under age 12 not allowed to interpret; interpreter should be offered even if English-speaking family member or friend accompanies client to DTA. DTA Ops Memo 2013-11 (March 19, 2013)

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22 What if I am deaf or hard of hearing?

If you are deaf or hard of hearing, DTA must ensure effective communication with you. 106 C.M.R. § 360.510. DTA requires staff to be trained on and use auxiliary aids.

Both the printed and online SNAP applications ask if you need support services or have a special situation for which you need interpretation services. You should indicate that you are hearing impaired and/or you need interpretation, communication access real time translation (CART), or sign language interpretation to communicate with your case manager. See also DTA obligations to provide additional accommodations in Questions 23 through 25.

DTA Policy Guidance: DTA Online Guide: Cross Programs > Harper/ADA > Available Auxiliary Aids and DTA Job Aid: “Using MassRelay: Telephonic Assistive Technology” found in Online Guide at Interpreter Services – Policy and Procedures

Additional Guidance: ● Detailed guidance on use of “auxiliary aids” to effectively communicate with clients who may have a hearing impairment, vision impairment or other condition that interferes with client’s capacity to communicate. Ops Memo #2013-64 (Dec. 19, 2013)

23 What if a disability makes it hard for me to apply or comply with DTA rules?

The federal Americans with Disabilities Act (ADA) requires DTA to provide equal access to programs and services to qualified people with disabilities. 42 U.S.C. § 12132; see 106 C.M.R. §§ 360.250, 701.390.

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Under the ADA you are a person with a qualifying disability if you have a disability that substantially impairs a major life activity, such as learning, understanding, walking, working, breathing, or caring for yourself. Disabilities include physical or mental health impairments, and intellectual disabilities. A temporary health problem like a broken leg may not be a disability under the ADA.

You can be disabled under the ADA even if you are not receiving any benefits on the basis of disability and even if DTA has decided you do not qualify for an exemption because of disability. See Question 24.

If a disability makes it hard for you do the things DTA asks you to do to get and keep your benefits, you can ask DTA for a reasonable accommodation. An accommodation may be appropriate if your disability makes it hard for you to:

Understand DTA’s notices and form Meet deadlines Give DTA the verifications it asks for Communicate with DTA Meet a specific rule or requirement

Accommodations can be something you need only once, or something you need on an ongoing basis. Accommodations can include:

Giving you extra help to meet a rule Giving you extra time to meet a deadline Changing a requirement or rule Naming someone to get copies of mail DTA sends you, or talk to

DTA on your behalf (See Question 7 re choosing to appoint an Authorized Representative)

Providing an auxiliary aid (such as an ASL interpreter)

Example 1: You have severe depression and post-traumatic stress disorder (PTSD). You need help getting verifications and you cannot go in person because taking public transportation and being in crowded waiting areas trigger your PTSD symptoms. You can ask DTA to help you get verifications and to waive any requirements for in-person appointments.

Example 2: Because of your learning disability, you need help understanding DTA notices and help completing the paperwork that DTA asks you to complete. DTA should accommodate you by explaining notices to you and by filling out the forms with you instead

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of requiring you to fill forms out by yourself. For more information about protections related to learning disability, see Question 23.

Example 3: You have a hearing, vision, or other condition that makes it hard for you to communicate. DTA should ask you what kind of help you prefer to communicate with DTA. This help is usually called an auxiliary aid. DTA should try to provide your preferred auxiliary aid. If that is not possible, DTA should work with you to find an acceptable alternative.

Example 4: Because of your disability, you need help explaining to your health care provider that you need an exemption from the 3 month “ABAWD” time limit. See Question 55. You have a hard time communicating with third parties because of your disability. You need DTA to contact your health care provider to complete the special ABAWD Medical Report. You need this form signed because you are under age 50 and not currently receiving SSI or other a disability-based benefits and you may lose your SNAP benefits without this proof.

Advocacy Reminders:

An accommodation can be requested at any time, including after DTA has issued a notice stopping or lowering your benefits.

DTA cannot require you to accept a specific accommodation (such as requiring a helper or authorized representative to act for the client). Instead, DTA should work with you to find an accommodation that you agree to.

DTA is not required to provide an accommodation which is a fundamental alteration of its programs, for example waiving the federal SNAP law that counts the income of a child who turns age 18, even if the child is in school and needs more time to finish school. If that issue comes up, consult an advocate.


DTA Online Guide: Cross Programs > Harper/ADA Additional Guidance: ● OLG Transmittal #2015-25 (April 24, 2015) on role of Client Assistance Coordinators (CACs), and DTA Transitions FYI, Nov 2011, DTA workers can make home visits to take an application, conduct and interview if needed for an accommodation for client with disabilities.

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24 How do I ask DTA for an accommodation?

DTA is required to ask all clients if they have a disability and need an accommodation. A DTA worker is supposed to ask these questions at application and recertification, and also when a client raises disability. You can ask for an accommodation at these times, or at any time that you need one.

You can ask the DTA Assistance Line worker for an accommodation, or you can talk to the Client Assistance Coordinator in your local DTA office. Each DTA office has a Client Assistance Coordinator who can help with the accommodation process. You will have to explain why the disability means you need the accommodation you are requesting.

Once you ask for an accommodation, the process to figure out what accommodation is appropriate is supposed to be interactive. For example, if you ask for something DTA says they cannot do, instead of denying your request, they should discuss other options with you. In some cases, DTA may also ask for medical evidence that you need the accommodation. If you need an accommodation but do not have the medical evidence that DTA is asking for, you can ask the Client Assistance Coordinator to help you get it.

25 What are my rights if DTA denies my reasonable accommodation?

If DTA cannot approve the specific accommodation you ask for, they are supposed to discuss what they can do instead. If DTA has not approved an accommodation you think you need, you may appeal.

The DTA local office should give you a written decision on your request for reasonable accommodation no later than 30 days from your request. If the local office denies your request, or any part of it, you can ask the DTA Central Office Accommodation Appeal Committee to review the decision by filling out the back of the form and DTA. The Committee has 10 days to make a decision on the reconsideration request. You can also file your request directly with the Committee if the local office does not decide your request in 30 days.

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If the DTA Central Office Accommodation Appeal Committee denies your request for accommodation in whole or in part or does not make a decision in 10 days from your request for a decision, you can request a hearing by filling out the back of the form and sending it to the Division of Hearings.

Try to get a legal advocate to help you with your request for review and your appeal. See Appendix E for a list of legal services offices. See Part 6 on your appeal rights.

26 How can the DTA Ombuds Office help?

DTA has created a special DTA Ombuds Office to handle client complaints and concerns. You can call the DTA Ombuds Line any time if you cannot reach a DTA worker or you need help fixing your SNAP case.

DTA Ombuds Line: 617-348-5354. If no one answers, leave a detailed message with your full name, your Agency ID or SSN and a phone number where you can be reached. If you do not get a call back and cannot get help with your case, contact an advocate. You always have the right to appeal any decision made by DTA, even if you contact the Ombuds Office. See Part 6 for appeal rights.

27 What is a My Account Page? Can I get information on line?

If you have access to the Internet, an email address, and have your EBT card, you can set up a “My Account Page” (MAP). Follow these steps to set up your MAP:

Step 1: Visit www.mass.gov/vg/selfservice and click on “My Account Page.” You will need an e-mail address to start the process. If you do not have an email, you can create a free email through Gmail, Yahoo, Hotmail and other email services.

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Step 2: Look out for an email sent back to you from the MAP with a special web link. This takes just a couple of minutes. (Check your spam filter if you do not get an email.)

Step 3: Click on the web link in the DTA email you receive from the Virtual Gateway. You will be asked to create a password and answer two “security questions” for the account (such as your favorite food or favorite animal). The next screen will show you an assigned “username.” The username is the first letter of your first name followed by last name and possibly a number---for example, Msmith2. Be sure you write this down—the username will also be sent to the email you provided.

Step 4: The three steps above set up the MAP account. To get access to your personal case information, you now need to log-in and click on the “My Account Page” link in the middle of the screen. Then you need to enter the following three pieces of information:

Your year of birth, Your full SSN, and Your EBT card number (make sure the name on the account

matches the spelling of your name on the EBT card).

This information is required each time you log-on to the MAP. You can change your email address or user profile any time.

As of the date of this Guide, DTA does not allow a MAP to be set up for persons without an EBT card.

What information will I find on my MAP Account?

There’s lots of information about your SNAP or cash case including:

the status of your SNAP or cash case - active, denied, closed, pending

all DTA notices and forms sent to you in the past 12 months

a list of the documents received by mail or fax in the past 18 months, including document type, date received and if the document was “processed” by DTA (You will not see a copy of the actual document sent in.)

names and dates of birth of your household members

the address and phone number DTA has on file for you. (Contact DTA if you need to update this information.)

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the amount of your monthly SNAP or cash benefit and date you

will next receive benefits

the address and contact information for your local DTA office

the date your certification period ends. You can print out information about your monthly benefits to give to another program (e.g. if you apply for housing or Fuel Assistance, but note that SNAP benefits do not count as income for any of those programs).

You can also print out recent forms that DTA has sent to fill out, including a SNAP interim report or recertification form.


Online Guide Sections: Cross Programs > MAP > My Account Page (MAP) FAQs Additional Guidance: ● DTA update removing zip code for MAP log in, adds info on status of scanned client documents to MAP. OLG Transmittal #2015-20 (April 15, 2015) ● Initial Rollout of MAP with client flier, Ops Memo 2010-6 (Jan. 20, 2010), see also April 2010 Transitions.

28 Should I choose to get electronic notices instead of paper DTA notices?

In December 2014, DTA started a pilot called eNotification to reduce the number of paper notices mailed to DTA clients. If you chose to enroll in eNotification, you will receive an email from DTA each time they send a SNAP notice to your My Account Page (MAP). DTA will no longer send you paper notices through the U.S. mail. E-notification is your choice. Important – the email that DTA sends you about your benefits is just a general alert. The DTA email does not include a copy of the actual notice DTA sent or even tell you what it is about. You need to log into your MAP each time to read the notice. DTA will continue to snail mail paper forms you need to fill out and return, such as SNAP interim reports and recertification.

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Advocacy Reminders:

Do not agree to “e-Notification” unless you have regular access to a computer and the internet, you have a MAP set up and you are comfortable with on-line accounts (such as on-line health care accounts or on-line banking). It is extremely difficult to log into the MAP and view notices through a smart phone or similar mobile device.

If you choose eNotification, it is important to log onto your MAP and read the DTA notices as soon as you get DTA’s email alert. You can also opt out of e-notify at any point, even if you have a MAP and check that too.

We do not recommend eNotification for persons who are limited English proficient, have literacy challenges or are not comfortable using computers. The MAP is only in English. Some DTA notices require action so that you don’t lose your SNAP benefits.

DTA Policy Guidance

● DTA memo describing eNotification pilot for recipients and how DTA will notify and post SNAP notices on the MAP. Ops Memo 2014-41 (Jan 12, 2014)

29 What is a Photo EBT card and who needs to have one?

In 2013, the Massachusetts Legislature passed a state law to require some of the SNAP and cash assistance recipients to have EBT cards with a photo of the head of household. M.G.L. Chpt. 18 §2 (B)(k). Due to advocacy by a range of state organizations, the final state law exempts almost 75% of our SNAP and cash recipients from the photo EBT rule.

There are three types of valid EBT cards in Massachusetts. Regardless of what your card looks like, all EBT cardholders have the same rights when using the card and buying food. Examples on next page.

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Important rights to know:

All household members are authorized to use the EBT card at the grocery story. The personal ID number or “PIN” is your electronic signature.

Store clerks should not treat SNAP recipients different from other shoppers who use credit or debit cards. Stores should not ask to see the photo EBT card unless it is story policy to inspect ID of all debit or credit card customers.

Persons EXEMPT from photo EBT cards: The head of household does NOT need a photo EBT card if:

Age 60 or older Disabled Blind Under age 19 A victim of domestic violence, OR Have a sincerely held religious belief about photo/facial images.

Photo EBT Card for “mandatory” (non-exempt) recipients. DTA started issuing in December, 2013.

“Valid-without-Photo” issued to exempt applicants, and recipients who need a replacement card. Started December,2013.

Some MA residents still have the traditional blue EBT card if on SNAP before December 2013.These EBT cards remain valid.

Back side of new photo and non-photo EBT card, states “This card may be used by any household member.”

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DTA automatically exempts persons they know are age 60 or older, or receiving a disability-based benefit such as SSI or EAEDC. A victim of domestic violence and person with disabilities can self-attest to their situation, without having to provide additional verification. If DTA already issued you a photo EBT card, but you are now exempt, you have the right to get an EBT card without a photo (e.g. you turn age 60, are disabled or meet another exemption). DTA also should not charge you any replacement fee if you qualify for a “Valid-without-photo” EBT card.

How does DTA issue photo EBT cards?

DTA will provide you with a photo EBT card one of two ways:

If you have a current Mass Driver License or Mass State ID, DTA should use the photo on file with the Mass Registry of Motor Vehicles (RMV), or

DTA will arrange for you to come to a local DTA office for a picture and will hand you the card in person.

If you get a notice for a photo EBT appointment, you can reschedule the photo appointment if you have a conflict. You can also go to any DTA office to have your photo taken. DTA cannot hold up or delay or close your SNAP case while scheduling your photo appointment.

Appendix C has a flier that explains the rights of cardholders when using an EBT card. For more information about Photo EBT cards you can also visit: www.masslegalservices.org/photoEBT.

Advocacy Reminders:

Federal rules protect the right of all authorized members to use the EBT card and to not be discriminated against: 7 C.F.R. §274.7(A), 7 C.F.R. §274.8(b)(5)(iv) and 7 §C.F.R.. 278.2(b)

Grocers and retailers should not inspect the EBT card nor refuse to let spouses, older children or other household members use the card. This is true even if their name or photo is not on the card. The PIN is your electronic signature that protects the card, just like a debit card.

Retailers cannot treat SNAP recipients differently from other shoppers.

A store clerk cannot inspect your EBT photo card unless they routinely ask everyone using credit or debit cards to show a photo ID. Stores that accept EBT cards cannot set up “SNAP-only” checkout lines or refuse to let you use self-checkout lines.

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See also 2015 Urban Institute report assessing the merits of photo EBT laws, with a focus on Massachusetts and Maine: http://www.urban.org/research/publication/assessing-merits-photo-ebt-cards-supplemental-nutrition-assistance-program.


DTA Online Guide: Cross Programs > EBT > Photo EBT Requirements

Additional Guidance: ● DTA reminder that immigrant-ineligible heads of households and “authorized representatives” are exempt from photo EBT requirements. DTA PPER Email #2015-23 (July 1, 2015), see also PPER Email #2014-11 (March 21, 2014) ● Detailed instructions to DTA workers on implementation of Photo EBT, including mailing and deactivation of RMV photo EBT cards, in-office appointment procedures and EBT photo exemptions Ops Memos 2014-29 (June 11, 2014, which obsoleted earlier Ops Memos re same). ● Initial client informational mailing on photo EBT card and exemptions, Ops Memo 2013-55 and field instructions on RMV data match with DTA to provide photos. Additional information about RMV data available to DTA. Ops Memo 2014-39 (June 11, 2014) and 2014-29.

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