FNS Documents & Resources

Consistent with USDA's efforts to increase state flexibility within the bounds of the law, FNS is expanding allowable activities for states seeking to use non-merit system personnel in call centers. With FNS approval, states may now use non-merit personnel to provide basic case-specific information that is readily available in the system to a SNAP applicant or participant, such as application or case status, benefit issuance date, and status of submitted verifications. 

The purpose of this Request for Information is to help FNS gather feedback from a wide variety of stakeholders on how FNS' crediting system can best address today's evolving food and nutrition environment, as well as to offer first-rate customer service to those operating and benefitting from the child nutrition programs.

This memo discusses SNAP applications and other documents being sent by clients to the USDA Office of Civil Rights instead of the appropriate state SNAP office. The memo outlines best practices states can use to make submission instructions clearer for clients.