Determine the reason for delay if an application is not processed within the appropriate timeframe.
Enter the delay code on the Application Request (FM0G) screen when an application becomes overdue. If the eligibility specialist does not enter the appropriate delay code and the application can be automatically rejected by the system, the system will default to client delay during the overnight batch process. In case of agency delay, the code will need to be updated with the correct delay code. If the eligibility specialist does not enter the appropriate delay code prior to completing a worker initiated rejection or authorizing the case, additional steps will be required by the eligibility specialist to enter the delay code and create the new actions again. The delay cause will determine the proration of benefits.
Determine the cause of the delay using the following criteria.
- A delay is the fault of the EU if the EU failed to complete the application process even though the eligibility specialist assisted the EU. Take the following action before a delay is considered the EU’s fault.
- Assist the EU in completing the application process.
- If the EU has not yet been interviewed, Flow to the Food Stamp Interview (FM1B) screen in FAMIS. Answer the question “Do you need to schedule an interview?” with a “Y”. Enter the type of Interview needed (CCW – client to call worker, FTF – face-to-face or WCC – worker to call client), the date of the interview (not to exceed 5 days from the date of the application request), and the time of the interview. If the interview type is FTF (face-to-face) enter the location of the interview. FAMIS sends the EU an FA334, Appointment Letter in the overnight batch process. Select F23=FA334 to print the Appointment Letter and give it to the EU. FAMIS sends the EU an FA335, Notice of Missed Interview, the day after the date of the scheduled interview, and notifies the EU that they must reschedule the interview or the application will be rejected.
- If the EU failed to appear for the initial interview and a subsequent interview is postponed at the EU’s request or cannot be rescheduled until after the 20th day (but before the 30th day following the date of application), the EU must appear for the interview and bring verification, otherwise the delay is the fault of the EU.
- If the EU failed to appear for the initial interview and a subsequent interview is postponed at the EU’s request until after the 30th day, the delay is the fault of the EU.
- If the EU missed the scheduled interview and requests another interview prior to the 30th day, any delay is the fault of the EU.
- If verification is incomplete, provide the EU with an FA-325 Request for Information stating what is needed. Offer the EU assistance in obtaining needed verification. Allow the EU at least ten days to provide missing verification.
Whenever FSD is out of compliance with the 30-day processing standard, and the EU is not at fault, take immediate corrective action.
NOTE: For applications or recertifications that become severely delayed due to the agency’s fault for more than 12 months, the restoration of benefits is limited to a period of no more than 12 months prior to the date on which the agency is notified, or otherwise discovers that a loss to a household occurred. For cases that were improperly denied, terminated, or benefits were underissued due to an agency processing delay, is more than 60 days, but under one year, benefits are calculated back to the date of application.