IM-91 5/10/01 FOOD STAMP CASE REVIEW PROCESS
|FOOD STAMP CASE REVIEW PROCESS|
|Effective immediately if not already being
used, supervisors are to implement the following as the Food Stamp Program
case review process:
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:
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 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.