OFFICE OF POLICY, PROCEDURES, AND TRAINING James K. Whelan, Executive Deputy Commissioner
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1 OFFICE OF POLICY, PROCEDURES, AND TRAINING James K. Whelan, Executive Deputy Commissioner Stephen Fisher, Assistant Deputy Commissioner Office of Procedures POLICY BULLETIN #17-55-OPE (This Policy Bulletin Replaces PB # OPE) SUPPLEMENTAL NUTRITION ASSISTANCE PROGRAM (SNAP) ON DEMAND TELEPHONE RECERTIFICATION (BRC-901e); OBSOLETION OF THE BRC-901D Date: May 31, 2017 Subtopic(s): On Demand Interviews, SNAP Telephone Recertification The purpose of this policy bulletin is to inform Non Cash Assistance Supplemental Nutrition Assistance Program (NCA SNAP) staff of the new brochure, Supplemental Nutrition Assistance Program (SNAP) On Demand Telephone Recertification (BRC-901e). This bulletin also informs the same staff that the Supplemental Nutrition Assistance Program (SNAP) Telephone Recertification (BRC-901D) brochure has been obsoleted. The BRC-901e provides general information about On Demand interviews as well as the steps a participant is required to take to recertify their SNAP benefits. The brochure also includes a Frequently Asked Questions (FAQ s) section. The BRC-901D contains information about scheduled SNAP telephone recertification interviews. Since scheduled telephone recertification interviews have been phased out completely, the brochure has been made obsolete. Center Directors must ensure that all versions of the BRC-901D and their multi-lingual equivalents are removed from circulation and destroyed. New brochures can be ordered via the Central Intake Workflow System (CIWS). Samples of the BRC-901e are attached. Effective Immediately HAVE QUESTIONS ABOUT THIS PROCEDURE? Call then press 3 at the prompt followed by 1 or send an to FIA Call Center Fax or fax to: (917) Distribution: X
2 Attachments: BRC-901e BRC-901e (S) BRC-901D BRC-901D (S) Supplemental Nutrition Assistance Program (SNAP) On Demand Telephone Recertification Supplemental Nutrition Assistance Program (SNAP) On Demand Telephone Recertification (Spanish) Supplemental Nutrition Assistance Program (SNAP) Telephone Recertification (Rev. 05/14) (Obsolete) Supplemental Nutrition Assistance Program (SNAP) Telephone Recertification (Spanish) (Rev. 06/14) (Obsolete) Policy, Procedures, and Training 2 Office of Procedures
3 FOR MORE INFORMATION call Infoline at or visit SUPPLEMENTAL NUTRITION ASSISTANCE PROGRAM (SNAP) ON DEMAND TELEPHONE RECERTIFICATION Client information booklets are available to provide you with information on what you should know: About your Rights and Responsibilities when applying for or receiving Benefits About Social Services Programs If you have an Emergency TO RECEIVE THE CLIENT INFORMATION BOOKLETS (LDSS-4148 A/B/C) CALL OR 311 Bill de Blasio Steven Banks NYCHRA HRA NYC NYCHRA BRC-901e (E) Rev. 05/17 Copyright 2017, The City of New York Human Resources Administration/ Department of Social Services. For permission to reproduce all or part of this material contact the New York City Human Resources Administration.
4 YOU CALL US WHEN YOU WANT TO HAVE YOUR INTERVIEW. SNAP participants can call HRA to recertify their benefits, at a time they choose. With ON DEMAND there are no scheduled telephone interview appointments. EASIER You no longer have to wait for us to call you. MORE CONVENIENT Call from Home, Work, or ANYWHERE at a time that you choose, during our business hours. HERE IS HOW YOU RECERTIFY Send in your RECERTIFICATION form. Now available online at Call us for your Interview at 718-SNAP-NOW ( ) Monday Friday 8:30 AM 5:00 PM, except holidays. Free interpretation services are available. Submit requested Documents Use the ACCESS HRA app on your Smartphone or tablet. Go to to download the app. Visit a Center self-service scanner. Visit a community-based organization. Send by mail or fax. TIME SAVING TIP If you submit your recertification form online, you can call us right away during business hours at 718-SNAP-NOW ( ) for your required interview. FAQ s FREQUENTLY ASKED QUESTIONS How will I know the date to call to have my recertification interview? A: You can call 718-SNAP-NOW ( ) on or after the start date that is included in your recertification packet. Remember, you must first submit the recertification form before calling for your interview. There will also be a date by which you must have your interview in order to avoid an interruption of benefits. During which hours and what days of the week can I call? A: You can call 718-SNAP-NOW ( ) from 8:30 AM to 5:00 PM, Monday thru Friday, except holidays. Will I still have a scheduled telephone interview appointment? A: No, recertification packets will not include a scheduled appointment. You will need to submit the recertification form and then call HRA to have your telephone interview. We encourage you to call promptly and renew your SNAP benefits to avoid an interruption in receiving them. What if I want to have an in-person recertification interview? A: You can still choose to have your recertification interview in person at your assigned SNAP Center if you do not want to interview over the phone. Instructions are included in your recertification packet.
5 PARA MÁS INFORMACIÓN llame a la Infoline al o visite EL PROGRAMA DE ASISTENCIA DE NUTRICIÓN SUPLEMENTARIA (SNAP) RECERTIFICACIÓN TELEFÓNICA A SOLICITUD Hay disponibles folletos informativos al cliente para informarle de lo que usted debería tener en cuenta: Sobre sus derechos y responsabilidades al solicitar o recibir beneficios Sobre los programas de servicios sociales Si tiene una emergencia PARA RECIBIR LOS FOLLETOS INFORMATIVOS AL CLIENTE (LDSS-4148 A/B/C) LLAME AL O AL 311 Bill de Blasio Steven Banks NYCHRA HRA NYC NYCHRA BRC-901e (S) Rev. 5/17 Derechos reservados 2017, La Administración de Recursos Humanos/ Departamento de Servicios Sociales de la Ciudad de Nueva York. Para obtener permiso para reproducir todo o parte de este material, comuníquese con la Administración de Recursos Humanos de la Ciudad de Nueva York.
6 USTED NOS LLAMA CUANDO USTED DESEE LLEVAR A CABO SU ENTREVISTA. Los participantes de SNAP pueden llamar a la HRA para recertificar sus beneficios, a una hora conveniente para ellos. Mediante A SOLICITUD, no hay citas programadas de entrevista telefónica. MÁS FÁCIL Usted ya no tiene que esperar a que nosotros le llamemos. MÁS CONVENIENTE Llame desde el hogar, trabajo o CUALQUIER LUGAR a una hora conveniente para usted, durante nuestras horas laborables. A CONTINUACIÓN SE INDICA CÓMO RECERTIFICAR Envíe su formulario de RECERTIFICACIÓN. Ahora disponible por Internet en Llámenos para llevar a cabo su entrevista al 718-SNAP-NOW ( ) lunes viernes 8:30 AM - 5:00 PM, excepto los días feriados. Hay servicios gratuitos disponibles de interpretación de idiomas. Presente documentación solicitada Use la ACCESS HRA app en su Smartphone o tableta. Vaya a para bajar la app. Visite un Centro con escáner de autoservicio. Visite una organización comunitaria. Envíe por correo postal o fax. CONSEJO PARA AHORRARLE TIEMPO: Si usted presenta su formulario de recertificación por Internet, puede llamarnos de inmediato durante las horas laborables al 718-SNAP-NOW ( ), para llevar a cabo su entrevista obligatoria. PREGUNTAS FRECUENTES Cómo sabré la fecha de la llamada para llevar a cabo la entrevista de recertificación? R: Usted puede llamar al 718-SNAP-NOW ( ) a partir de la fecha de inicio que se ha incluido con su paquete de recertificación. Tenga en cuenta que para llevar a cabo la entrevista, usted debe presentar el formulario de recertificación antes de llamar. Además habrá una fecha para la cual usted deberá llevar a cabo la entrevista, para evitar la suspensión de beneficios. Cuándo y en qué días de la semana puedo llamar? R: Usted puede llamar al 718-SNAP-NOW ( ) de 8:30 AM a 5:00 PM, de lunes a viernes, excepto los días feriados. Aún llevaré a cabo una cita programada de entrevista telefónica? R: No, los paquetes de recertificación no incluirán cita programada. Usted tendrá que presentar la solicitud de recertificación y luego llamar la HRA para llevar a cabo la entrevista telefónica. Nosotros le sugerimos que llame con prontitud para renovar sus beneficios de SNAP y evitar la suspensión de los mismos. Qué tal si deseo llevar a cabo una entrevista de recertificación en persona? R: En caso de que no desee realizar la entrevista por teléfono, usted aún puede optar por llevar a cabo la entrevista de recertificación en persona en su designado Centro de SNAP. Las instrucciones están incluidas en su paquete de recertificación.
7 Supplemental Nutrition Assistance Program (Food Stamps) Telephone Recertification Bill de Blasio Steven Banks NYCHRA HRA NYC BRC-901D Rev. 05/14 Copyright 2014, The City of New York Human Resources Administration/Department of Social Services. For permission to reproduce all or part of this material contact the New York City Human Resources Administration.
8 Telephone recertification makes your SNAP Benefits easier and more convenient by scheduling a telephone interview instead of going to a SNAP Center. MORE CONVENIENT: You can recertify for the Supplemental Nutrition Assistance Program from home. EASIER: No more having to travel by bus or train to the SNAP Center for recertification. SAVE TIME: Without all that running around, you will have more time for work, family and other activities. We will contact you through the telephone number you provide on your completed, signed application. Note: Client s information booklets are available to provide you with information on what you should know about: 1. Your rights and responsibility when applying for or receiving Benefits 2. Social Services Programs 3. If you have an Emergency To receive a client s information booklet call or 311 Frequently Asked Questions What is Telephone Recertification? Your interview for the Supplemental Nutrition Assistance Program recertification is done over the telephone instead of your having to travel to the center. How will I know if I can participate in Telephone Recertification? You will receive instructions and information in your next recertification packet, if eligible. When will I be called? We will call you within the time frame recorded on your recertification appointment letter, but only if we have received your completed, signed application. What if I need a different time or want to use a different telephone number? When you receive your recertification packet, there will be a telephone number provided to call and request a more convenient time and to provide the agency with a telephone number where you can easily be reached. What if I miss the call? If we are unable to reach you beforehand, we will call you on the scheduled interview day within the time frame indicated on your Notice of Recertification. This call will only be made if you sent in the signed application. For more information call 311 or visit
9 Programa De Asistencia De Nutrición Suplementaria (Cupones Para Alimentos) Recertificación por Teléfono Bill de Blasio Alcalde Administración de Recursos Humanos Departamento de Servicios Sociales Steven Banks Comisionado NYCHRA HRA NYC BRC-901D (S) Rev. 06/14 Copyright 2014, The City of New York Human Resources Administration/Department of Social Services. For permission to reproduce all or part of this material contact the New York City Human Resources Administration.
10 La recertificación por teléfono hace que la tramitación de sus beneficios de SNAP sea más fácil y conveniente, mediante la programación de una entrevista telefónica en lugar de presentarse a un centro de SNAP. MÁS CONVENIENTE: Se puede recertificar para el Programa de Asistencia de Nutrición Suplementaria desde su hogar. MÁS FÁCIL: Usted ya no tendrá que viajar por autobús o tren al Centro de SNAP para recertificación. AHORRE TIEMPO: Sin todo eso correcorre, usted tendrá tiempo para trabajar, la familia y otras actividades. Nosotros nos comunicaremos con usted mediante el número telefónico que proporcione en su solicitud llenada y firmada. AVISO: Las libretas de información para el cliente están disponibles para proporcionarle información sobre lo que usted debe saber: 1. Sus derechos y responsabilidades cuando solicite u obtenga los Beneficios 2. Los Programas de Servicios Sociales 3. Si usted tiene una emergencia Para obtener una libreta de información para el cliente, por favor llame al o al 311. PREGUNTAS FRECUENTES: Qué es la Recertificación por Teléfono? Su entrevista para la recertificación de SNAP se lleva a cabo por teléfono en vez de usted tener que trasladarse al Centro de SNAP. En qué circunstancias puedo participar en la Recertificación por Teléfono? Si elegible, usted recibirá instrucciones e información en su próximo paquete de recertificación. Cuándo me llamarán? Le llamaremos dentro del período indicado en su carta de cita de recertificación, pero sólo si hemos recibido su solicitud llenada y firmada. Qué tal si necesito una hora distinta o si deseo utilizar un número de teléfono distinto? En el paquete de recertificación que usted recibirá, habrá un número de teléfono indicado para llamar y solicitar una hora más conveniente y para proporcionarle a la agencia un número de teléfono al cual se le pueda conseguir fácilmente. Qué tal si no contesto la llamada? Si no podemos comunicarnos con usted de antemano, le llamaremos el día programado de la entrevista dentro de las horas indicadas en su Aviso de Recertificación. Esta llamada sólo se realizará si usted envió la solicitud firmada. Para más información llame al 311 o visite
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