MEMORANDUM

DISCUSSION:

The purpose of this memorandum is to revise and clarify procedures for handling requests for contact and interview requests that are received by the FSD Information Center.  Particular attention is being paid to the problem of correctly identifying second or subsequent requests for contact. In the past, there has been a lot of confusion surrounding this issue, which led to alerts being sent to management despite field staff having properly followed procedures.  We apologize for that and are revising the process to correct this issue.

Much of the confusion was due to the fact that FAMIS does not display multiple comments from the same date in chronological order. Instead, comments are displayed in alphabetical order based on the subject line. This makes it impossible to tell in which order the requests for contact, and attempts to contact were made. Additional factors include comments being entered on the wrong type of assistance, and attempts to contact being documented as edits on the original comment.

In order to minimize confusion, the following procedures should be used:

• All FSD Information Center staff will include the current time in the subject line of all comments requesting contact or interview.
• If FSD field staff are making the contact/interview on the same day as the request, they will also include the current time in the subject line of their comment.
• All contacts and requests for contact should be documented in separate comments rather than as edits to existing comments.
• Comments documenting requests for contact/interview or attempts to contact should be made on the EUMEMROL screen for the appropriate type of assistance.

Providing a prompt response to requests for contact is a very important part of the service provided to our customers. FSD Information Center staff attempt to answer the questions or resolve the concerns of all of our customers.  If they cannot, an email is sent to the appropriate office with instructions to contact the customer within two business days.

If a customer calls back and two business days have not yet elapsed since the request was sent to field staff, they are informed that their request has been forwarded and to call back if they have not heard from field staff by the end of the second business day.

If the customer calls back after the second business day, and there are no documented attempts to contact that customer, another request will be sent to the appropriate field office. The subject line of both the email and the associated EUMEMROL comment will be labeled as a second request. This process repeats for third and subsequent requests.

Note: Non-merit call center staff are instructed to send a copy of second and subsequent requests to management. Reports documenting these requests are then forwarded to county and regional management.

Because of the importance of the Food Stamp interview, second and subsequent interview requests are forwarded to the Customer Relations Unit manager, Anna Beckett, who will contact the appropriate management to ensure that the interview request is resolved.

NECESSARY ACTION:

• Review this memorandum with appropriate staff.

AC/sph