Resource | Policy Memos | FNS-GD-2020-0007
Revised Guidance for Use of Vendor/Private Staff in Call Centers: 2020 Update

Building on best practices to date and consistent with USDA’s efforts to improve customer service and increase state flexibility within the bounds of the law, while continuing to encourage states as laboratories of innovation, FNS is once again expanding allowable activities for states seeking to use vendor/private staff in call centers

Resource | Policy Memos | FNS-GD-2019-0023
Issues with Application Materials Submission Instructions

On October 6, 2017, we issued a memo regarding SNAP applicants and households who are sending certification materials to the USDA instead of the appropriate SNAP state agency for processing.

Resource | Policy Memos | FNS-GD-2017-0065
Revised Non-Merit System Personnel Guidance for Call Centers

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. 

Resource | Policy Memos | FNS-GD-2017-0060
SNAP - Issues with Certification Materials Submission Instructions

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.

Resource | Policy Memos | FNS-GD-2014-0046
Best Practices in Developing Effective SNAP Client Notices

The purpose of this memorandum is to provide regional offices and state agencies with information that can help them examine and revise client notices of denial and termination to improve SNAP customer service and program access.

Resource | Policy Memos | FNS-GD-2013-0068
Under Secretary Summary of State Options

A letter about the summary of state options to urge full consideration of food stamp policy options, which can improve customer service and streamline program administration.

Resource | Policy Memos | FNS-GD-2000-0014
TANF Vehicle Rules for the Food Stamp Program

The Agriculture, Rural Development, Food and Drug Administration, and Related Agencies Appropriations Act 2001 increases the maximum excess shelter expense deduction and allows sates to substitute their TANF vehicle rules for the food stamp vehicle rules where doing so would result in a lower attribution of resources to food stamp households.