U.S. flag
        An official website of the United States government
          Here's how you know
        Here's how you knowDot gov**The .gov means it’s official.**
              
              Federal government websites often end in .gov or .mil. Before sharing sensitive information, make sure you’re on a federal government site.
        Https**The site is secure.**
              
              The **https://** ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely.  *You are now leaving the USDA Food and Nutrition Service website and entering a non-government or non-military external link or a third-party site.*

*FNS provides links to other websites with additional information that may be useful or interesting and is consistent with the intended purpose of the content you are viewing on our website. FNS is providing these links for your reference. FNS is not responsible for the content, copyright, and licensing restrictions of the new site.*
  
  
    *Site LogoFood and Nutrition Service
                  U.S. Department of Agriculture*
Menu


    close

        
        
                        
        
  
          Home
      
                        
              Programs
      
                
        
  
          **Programs**
          
                        
              SNAP
      
                        
              Nutrition Education & Food Safety
      
                        
              Meals for Schools and Childcare
      
                        
              Food Distribution & Emergency Assistance
      
                        
              WIC
      
                        
              Summer Nutrition Programs
      
                        
              Assistance for Seniors & Adult Care
      
                        
              Farmers Market Programs
      
                        
              NAP Block Grants for Territories
      
                        
              Data & Research
      
                
        
  
          **Data & Research**
          
                        
              Data Visualizations
      
                        
              Research & Analysis
      
                        
              Program Data
      
                        
              Funding
      
                
        
  
          **Funding**
          
                        
              Grant Opportunities
      
                        
              Grants Management
      
                        
              Doing Business with FNS
      
                        
              Newsroom
      
                
        
  
          **Newsroom**
          
                        
              Press Releases
      
                        
              Blogs
      
                        
              Notice to Stakeholders
      
                        
              Federal Register Notices
      
                        
              Success Stories
      
                        
              Newsletters
      
                        
              USDA Press Releases
      
                        
              USDA Blogs
      
                        
              Contact FNS Press Office
      
                        
              Resources
      
                
        
  
          **Resources**
          
                        
              Factsheets
      
                        
              Federal Register
      
                        
              Infographics
      
                        
              Guidance Documents
      
                        
              Policy Memos
      
                        
              Videos/Webinars
      
                        
              All Resources
      
                        
              Our Agency
      
                
        
  
          **Our Agency**
          
                        
              Acting Under Secretary
      
                        
              Deputy Under Secretary
      
                        
              Administrator
      
                        
              Assistant Administrator
      
                        
              FNS Careers
      
                        
              Contact us
      
                        
              Civil Rights
      
                        
              Equity Action Plan
      
                        
              Partnerships
      
                        
              Freedom of Information Act
      
                        
              State Systems OfficeSearch


          
                      Contact Us
                                
                          
        
                Report Fraud
                                
                          
        
                AskUSDA
                                
                          
        
                USDA.gov Breadcrumb
    HomeUSDA Expands Staffing Flexibility for State Agencies to Make SNAP Operations More Efficient
As part of USDA’s continuing collaboration with its state partners to enhance customer service while maintaining program integrity in the Supplemental Nutrition Assistance Program (SNAP), the Food and Nutrition Service (FNS) is expanding the work that vendors and private staff/contractors (“non-merit personnel”) can do at SNAP call centers—ending the constraint that only state agency employees (“merit personnel”) may handle certain tasks.

By law, state merit personnel must conduct SNAP certification interviews and make final decisions on eligibility determination, which is not a requirement for many other human services programs. However, there are many other functions that support these critical actions – e.g., providing technical assistance and guidance to clients, sharing information on the process or the status of an application, and other customer service roles – that can be carried out efficiently with non-merit personnel support.

“States are moving toward increased integration of their human service programs for greater efficiency and customer service. To support this innovation while staying true to the law, FNS is expanding allowable activities for states seeking to use non-merit system personnel in call centers,” said FNS Administrator Pam Miller. “These new options build on theflexibilities provided to states in 2017. They allow states to build on business models that have proven to efficiently provide good customer service, while still preserving program integrity by maintaining states’ critical role under the law to protect clients and ensure access to benefits.”

Some of the new flexibilities do not require FNS approval, while others do:

At the state’s option, non-merit personnel at call centers may now engage with clients for certain activities, including offering guidance on SNAP office locations, updating clients on the status of their application or case, and other general inquiries.
	With FNS approval, states may now use non-merit personnel for functions that require limited access to client case files including:
	screening for eligibility,
		providing application assistance,
		answering client questions about missing information, and
		providing verification guidance.Good customer service involves listening to feedback, understanding the unique needs of our stakeholders, and finding ways to meet those needs. States have indicated this flexibility will provide improved customer service, reduce applicant and participant wait times, decrease workload on merit personnel staff, and allow for better coordination across multiple human service programs. FNS will continue to work collaboratively with states to ensure that SNAP operates with the utmost integrity.

###Page updated: December 13, 2022 Return to top

      Home
                              
              Programs
                              
              Data & Research
                              
              Funding
                              
              Newsroom
                              
              Resources
                              
              Our AgencyUSDA
                              WhiteHouse.gov
                              FNS PartnerWeb.gov
                              No Fear Act
                              Privacy Policy
                              Vulnerability Disclosure Policy
                              Non-Discrimination Statement
                              Civil Rights
                              Accessibility
                              FOIA
                              Information Quality
                              Peer Review
  Sign up for Updates
      Your Email Address:
  
      *Site LogoFood and Nutrition Service
                  U.S. Department of Agriculture*
Menu
Twitter Facebook Gov Delivery Instagram Flickr YouTube RSS Feeds