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You are here: Home > Food Stamp Program > Government
Food Stamp Program

Promising Practices

Improving Recertification Interview Rates
Newport News, Virginia

Since 2001, staff at the Newport News Department of Social Services, Virginia, asks customers to select a date and time when they would like their recertification interview to take place. The agency reminds the customers of the interview a day or two before the appointment. This customer service initiative increases access to the Food Stamp Program and enables customers to continue receiving benefits without interruption. It has proved successful in reducing the number of missed recertification interviews.

Suggestion: Review your “no-show rate” for recertification interviews. If you have a high “no-show rate,” pilot the practice in several units. Evaluate the results. Look for success indicators such as: increased “show-rate” for recertification interviews, fewer reapplications, and fewer cases experiencing interruption of benefits, etc.

For more information, contact:

Angela Ricks, Senior Supervisor
Newport News Department of Social Services
Rouse Tower
6060 Jefferson Avenue
Newport News, Virginia 23605
adr700@eastern.diss.state.va.us
(757) 926-6119


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