A Guideline to What To Look For
At Food Stamp Offices / ScoreA-F / Notes
Personnel Accountability /
Use of Technology to identify problematic trends
/ 1.Are they using Call center data,Resolution Forms or their computer system to identify Eligibility Workers who are consistently unavailable, delivering low quality customer service, or making errors in determining client eligibility?
Amplified customer service goals / 1. Do accountability measures exist to ensure that clients receive high quality customer service?
2. Has the district office informed community partners of its accountability measures in regards to customer service?
Compliance to Fair Hearing Rulings / 1. Does the office ensure implementation of Fair hearing rulings within the 30-day period? (i.e. How many Fair hearings rulings favorable to the client are implemented within in 30 days?)
Reporting Procedures / 1. Is there a tracking system (such as a receipt of a report #) in place for CW7s once they enter the department?
2. Does the office have a Change Center for processing CW7s?
Personnel Accountability / Overall grade
Office Atmosphere / Child-friendly atmosphere / 1. Is supervised childcare provided in the office?
2. Are there designated areas in the lobby that have safe toys and carpeting where child can play?
Reasonable Food Policies / 1. Do they allow food or drink within the office?
2. If food is not allowed, do they have a designated area where food is allowed or is there an outside intercom and benches, so clients can hear their name while they eat outside of the office?
Investment in low-cost Upgrades / 1. Has the office been renovated recently with new paint, lighting, or other physical upgrades?
2. Are there attempts to brighten the office with colorful bulletin boards or posters on the walls?
3. Are the seating arrangements comfortable for the clients? Can they easily see the vision-writer to know when their name is being called?
Office Atmosphere /
Overall Grade
Accessibility / Staff Availability/ 1. Does staff use voicemail?
2. Does staff use email?
3. Does the staff generally return missed calls?
Office Hours / 1. Does the office have extended hours beyond 8am to 5pm that all clients can access?
2. Does the office regularly utilize the face-to-face interview waivers when a client cannot get to the office?
3. How extensively does the office use appointments?
Limited English Proficiency / 1. Does the office have a publicized standard application procedure for clients with Limited English Proficiency?
2. Are materials available for clients who speak a non-majority language?
3. Are communication and/or notices of action automated in the primary language requested?
Accessibility
/Overall Grade
Engage community partners / Use of community-based organizations in training / 1. Is the expertise of community-based organizations used in training (such as Cultural Sensitivity, Regulation, and/or Hunger 101 training) for county workers?Utilization of Natural Partners / 1. Does the office utilize Natural Partners (i.e. WIC clinics, groceries, foodbanks, etc.) to promote food stamps?
Targeting of underserved populations / 1. Does the office partner with community groups to precisely target specific underserved populations for outreach?
Engage community partners /
Overall Grade
Empower staff with tools to give high quality service / Mentoring / 1. Is there a mentoring program in place that rewards pursuing professional development, receiving consistent positive feed back and/or learning additional program functions?2. Does the office share and gain innovative ideas with other offices?
3. Do experienced and outstanding employees mentor younger and newer staff?
Training / 1. Is there additional training provided to workers who are identified as giving low quality service or repeatedly making errors in benefits issuance?
2. Does the office use anti-hunger training to foster empathy in its workers?
Staffing Ratios / 1. Are staffing ratios of eligibility workers per case researched, documented, and available to the public?
2. Are there staffing goals for the office?
Standard policy on supporting documentation / 1. Is there a standardized and written policy for what documents and substitute documents can be used for verification during the application process?
2. Has it been distributed to all employees?
Enhanced helpline / 1. Are clients able to fix case problems over the phone through their call centers
Empower staff with tools to give high quality service /
Overall Grade
Score Card Template
Personnel Accountability
Use technology to identify problematic trends
Amplify customer service goals
Adhere to Fair Hearings
Establish a tracking system for all reports
Office Atmosphere
Create designated childcare areas
Implement reasonable food policies
Low-cost upgrades
Accessibility
Establish voicemail
Equip staff to use email
Expand the pilot extended hours program to reach all clients in target District Offices.
Expand the number of District Offices open in the evening
Expand the use of face-to-face interviews
Expand use of appointments
Use “Resolution Agreement” to Improve Procedures
Automate all communications in the primary language requested
Engage community partners
Use the extensive network of local partners
The Role of Local Partners
Identify the specific populations for outreach
Develop precisely-targeted outreach materials
Empower staff with tools to give high quality service
Formalize mentoring partnerships
Training
Establish a process to set staffing goals
Create and distribute department-wide policy on documents
Develop a formal mentoring program
Develop standardized anti-hunger training for District Office staff
Enhance central HelpLINE’s role