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Revised Non-Merit System Personnel Guidance for Call Centers

Last Published: 12/27/2017
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 nonmerit 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. States have indicated this flexibility will provide improved customer service, reduce applicant and participant wait times, decrease workload on merit personnel staff, and allow for better coordination across multiple human service programs.