FAMILY INDEPENDENCE ADMINISTRATION Seth W. Diamond, Executive Deputy Commissioner

Transcripción

1 FAMILY INDEPENDENCE ADMINISTRATION Seth W. Diamond, Executive Deputy Commissioner James K. Whelan, Deputy Commissioner Policy, Procedures, and Training Lisa C. Fitzpatrick, Assistant Deputy Commissioner Office of Procedures POLICY BULLETIN #09-24-OPE NEW AND REVISED FOOD STAMP FORMS Date: March 10, 2009 This procedure can now be accessed on the FIAweb. Subtopic(s): Forms The purpose of this policy bulletin is to inform Non Cash Assistance Food Stamp (NCA FS) Center staff of a newly created flyer titled It Is Easier Than Ever To Recertify For Food Stamps (FLY-901) and of the revisions to the Automated Telephone Recertification (W-908E) form. FLY-901 will be sent to households that have been selected to participate in the Interactive Voice Response System (IVRS). The flyer provides information about the three possible methods that participants can use to recertify for food stamp benefits. The methods are IVRS, telephone recertification, and in-person recertification at the Food Stamp Center. Food stamp households that have been selected to participate in IVRS are also sent the Automated Telephone Recertification (W-908E) form, which explains the IVRS process and the Data Sheet (W-908D), which lists current details on the participant s household. Revised W-908E See PB # ELI for IVRS information. Form W-908E has been revised to simplify the instructions on the form and to change the deadline for a participant s use of the IVRS process from at least one day prior to their scheduled telephone recertification date to at least two days prior to their scheduled telephone recertification date. The introduction of the flyer and the revisions to the W-908E will coincide with an expansion of the IVRS process to all FS centers citywide. The IVRS process began as a pilot project in 2006 at NCA FS Centers F43 and F53. HAVE QUESTIONS ABOUT THIS PROCEDURE? Call then press 3 at the prompt followed by 1 or send an to FIA Call Center Distribution: X

2 PB #09-24-OPE NCA FS Center Managers must ensure that all previous versions of form W-908E and its multilingual equivalents are removed from circulation and recycled. Samples of the new flyer and the revised form are attached. Effective Immediately Related Item: PB # ELI Attachments: Please use Print on Demand to obtain copies FLY-901 FLY-901(S) W-908E W-908E (S) It Is Easier Than Ever To Recertify For Food Stamps It Is Easier Than Ever To Recertify For Food Stamps (Spanish) Automated Telephone Recertification (Rev. 3/6/09) Automated Telephone Recertification (Spanish) (Rev. 3/6/09) FIA Policy, Procedures, and Training 2 Office of Procedures

3 IT IS EASIER THAN EVER TO RECERTIFY FOR FOOD STAMPS WITH INTERACTIVE VOICE RESPONSE SYSTEM (IVRS) IVRS is an automated phone system available 24 hours a day, 7 days a week. As long as you have a touch tone phone, you can recertify for Food Stamps any time, any place, without visiting a Food Stamp center. You must qualify to be selected to participate in IVRS. If you are selected, you will be mailed information that will guide you through the IVRS process. BY TELEPHONE Telephone recertification allows you to have your interview over the phone without needing to visit a Food Stamp center. When it is time for you to recertify, we will send you a packet that includes an application for you to complete at home and mail back to us. The packet will also have an appointment notice that lists the date and time we will call you to conduct your interview and the phone number we have as your contact number. If you need to change the date or time or your telephone number is wrong, call us at the telephone number on the notice. IN PERSON You can still recertify for Food Stamps in-person with a worker at a Food Stamp center. If this is what you would like, just come to the center on the date and time listed on the appointment notice in the recertification packet that was mailed to you. If you need to change the appointment date or time, call us at the telephone number on the notice. For More Information on Food Stamps call 311 or visit FLY-901 3/09

4 AHORA ES MUCHO MÁS FÁCIL RECERTIFICARSE PARA CUPONES PARA ALIMENTOS SISTEMA INTERACTIVO DE RESPUESTA A LA VOZ (IVRS) El IVRS es un sistema automatizado de teléfono que está disponible 24 horas al día, 7 días a la semana. Mientras usted tenga un teléfono con teclas, puede recertificarse para Cupones para Alimentos a cualquier hora, en cualquier lugar, y sin tener que visitar un Centro de Cupones para Alimentos. Usted tiene que reunir todos los requisitos para ser seleccionado(a) y poder participar en IVRS. Si es seleccionado(a), usted recibirá por correo información que le guiará por todo el trámite de IVRS. POR TELÉFONO La Recertificación por Teléfono permite que usted realice su entrevista a través del teléfono, sin tener que visitar un Centro de Cupones para Alimentos. Cuando sea hora de recertificarse, le enviaremos un paquete de rercertificación que incluye el formulario de solicitud para que usted lo llene completamente en su hogar y después lo regrese. El paquete tendrá un aviso de cita que lista la fecha y la hora en que le vamos a llamar para llevar a cabo su entrevista y también indicará el número de teléfono que tenemos para contactarle. Si necesita cambiar la fecha o la hora o si su número de teléfono está incorrecto, favor de llamarnos al número de teléfono en el aviso. EN PERSONA Tiene aún la opción de recertificarse para Cupones para Alimentos en persona con un trabajador y en un Centro de cupones para Alimentos. Si así lo prefiere, sólo venga al centro en la fecha y a la hora listada en el aviso de su cita en el paquete de recertificación que le enviamos por correo. Si necesita cambiar la fecha o la hora de su cita, favor de llamarnos al número de teléfono en el aviso. FLY-901(S) 3/09 Para más información sobre Cupones para Alimentos llame al 311 o visítenos al

5 Form W-908E LLF Rev. 3/6/09 Human Resources Administration Family Independence Administration Date: Case Number: Case Name: Automated Telephone Recertification The Human Resources Administration (HRA) has a new way that lets you recertify for food stamps 24 hours a day, seven days a week, right from your home. If you and members of your household are not working or receiving any earned income and have no changes to report, you can now use our new automated Interactive Voice Response System (IVRS) to recertify. All you need is a touch-tone telephone. The enclosed Data Sheet (W-908D) lists the current information HRA has on file concerning your food stamp case. If the information on the Data Sheet is correct and has not changed, you are encouraged to use the automated IVRS for your recertification. You will soon receive your recertification material, which will include a scheduled appointment to recertify on. If you choose to use our new automated IVRS, call (866) (toll-free) any day of the week that is at least two days prior to your scheduled appointment date listed above. The automated system will guide you on how to use the process. If you do not choose to use our new automated system, you must review the recertification material that you will soon receive and complete your recertification by either the telephone interview process explained in the material, or by coming into the Food Stamp Center for your interview. If you use the new automated IVRS process: You can call from any touch-tone telephone, 24 hours a day, 7 days a week. You will be able to choose English, Spanish, or Chinese (Mandarin) from the language options. You will not have to keep your telephone or face-to-face interview that has been scheduled for you. You will receive a confirmation number once you complete the automated IVRS process. You will receive a notice in the mail indicating your continued eligibility for food stamps. Mail Job #542

6 Form W-908E (S) LLF Rev. 3/6/09 Fecha: Número del Caso: Nombre del Caso: Recertificación Telefónica Automatizada La Administración de Recursos Humanos (Human Resources Administration HRA) cuenta con un nuevo método de recertificarse para cupones para alimentos 24 horas al día, siete días a la semana, desde su propio hogar. Si usted y miembros de su hogar no están trabajando actualmente o recibiendo ingreso salarial y no tienen cambios que reportar, ahora pueden recertificarse por medio del Sistema Interactivo de Respuesta Vocal (Interactive Voice Response System IVRS). Sólo necesitan un teléfono con teclas. La adjunta Hoja de Datos [W-908D (S)] lista la información actual que la HRA tiene en el expediente de su caso de cupones para alimentos. Si la información en la Hoja de Datos es correcta y no ha cambiado, le recomendamos que utilice el IRVS automatizado para su recertificación. Pronto usted recibirá material de rercertificación que incluye una cita programada para el. Si desea utilizar nuestro nuevo IRVS automatizado llame al (866) (gratuito) cualquier día de la semana y por lo menos dos días antes de la fecha de su cita programada listada más arriba. El sistema automatizado le guiará por el trámite. Si usted no desea utilizar nuestro nuevo sistema automatizado, tiene que repasar todo el material de recertificación que recibirá pronto y completar su recertificación o por el trámite de entrevista por teléfono que se explica en el material, o presentándose en persona para su entrevista en el Centro de Cupones para Alimentos. Si usted utiliza el nuevo trámite automatizado de IVRS: Puede llamar desde cualquier teléfono con teclas, las 24 horas del día, los 7 días de la semana. Puede elegir entre inglé, español, o chino (mandarín) de las opciones del sistema. No tendrá que conservar su entrevista telefónica o la entrevista en persona que se le ha programada. Recibirá un número de confirmación una vez lleve a cabo el trámite automatizado de IVRS. Recibirá un aviso en el correo que el indicará su elegibilidad continua para Cupones para Alimentos. Mail Job #542