• two focused food stamp case readings per month,
• one regular food stamp case reading per month,
• one interview observation per quarter (counts as one correct regular reading),
• individual conferences on all readings and observations, 
• follow-up case reviews to determine if corrective action is taken. 

Case Reading Reinvestment Project

Case reading data collected and evaluated by Quality Assurance (QA) staff raised questions about how effective the current case reading process is in improving payment accuracy.  Case reading is the tool used primarily for caseworker job performance, but it is more importantly a tool for evaluating problem areas and training staff. 

The purpose of the Food Stamp Case Reading Project was to:

• study the process of doing case reading and determine the effectiveness,
• improve and streamline the process,
• find more time for supervisors to focus on training and other supervisory responsibilities, 
• make better use of case reading information as a learning and management tool, and 
• track workers' strengths and weaknesses. 

Focused Case Readings

One of the changes to the review process is focused reading.  The premise for doing focused case reading is to reduce the time required to read a case and not impact the effectiveness of the case reading process.  The focus of the reading is determined by the most common and highest food stamp dollar error.  All data sources indicate the most common error element is income budgeting.  The focus of the review process is on income budgeting to the exclusion of reviewing other eligibility factors.  Correct projection and budgeting of income has the most impact on determining accurate benefits are issued.  This does not mean that only cases with income are selected for review.  The case selection process is random according to current practice. 

Comparison of case reading results in the Case Reading Reinvestment Project between focused readings and regular case readings resulted in only a 2% difference in finding correct benefits had been issued.  The offset in time gained for other supervisory activities makes this finding acceptable and the focused case readings a good management tool. 

Observation

Observation of interviews is another critical component of the case review process.  The interview is the beginning point for the eligibility and benefit determination.  The most effective way to determine how well staffs are conducting interviews and providing customer service is to observe the interaction between staff and program participants. 

Evaluate information collected through the case reading process to develop training and address problem areas.

• Review this memorandum with appropriate staff.

• Immediately begin using this policy to review food stamp cases.