QUESTION
How is the completion of application processes monitored and supported?
1:19:56
·
87 sec
Commissioner Molly Wasow Park explains methods to monitor and support the application completion process, emphasizing measures to address complexities and wait times.
- Wait times for cash assistance and Supplemental Nutrition Assistance Program (SNAP) applications are monitored, with a callback function available for SNAP.
- More than 10,000 interviews are conducted weekly, indicating a significant number of applicants can complete the process.
- Denial rates are reviewed by the office of accountability to ensure no systemic issues are impacting applications.
- Investments are made in Community-Based Organizations (CBOs) to offer hands-on support for clients requiring assistance with applications.
Diana I. Ayala
1:19:56
And how do we know that they didn't complete it?
1:20:00
Because they didn't you know, they were trying to get through.
1:20:03
They didn't understand the application.
1:20:04
Like, how do how do how are you gauging, right, that it says somebody started the process too soon or Yep.
1:20:11
Not that they had some sort of complexity completing the application.
Molly Wasow Park
1:20:15
Good good question.
1:20:16
We're doing a few things to make sure that that is not an issue.
1:20:19
First of all, we monitor wait times on the phone very, very closely.
1:20:24
For cash wait times these days are typically between an hour and hour and a half with, as I mentioned, a callback function for Snap.
1:20:32
It's about half an hour.
1:20:34
Give or take.
1:20:37
The and we know that we are completing more than we are completing more than 10,000 interviews every week, so people are able to get through and people are able to to get through that process.
1:20:51
That being said, denial rates are a concern of ours as well so that we are we had our office of accountability do a review.
1:20:59
We are continually looking at the cases that are denied to make sure that there is nothing systemic going on, making sure that there's no training need.
1:21:07
Thus far, we really haven't seen anything that would suggest that there's it denials happening.
1:21:12
And lastly, we're really investing in CBOs that are out in the community and working, providing some hands on support with clients so that if they do need more, help getting through the process that they have that resource.
Diana I. Ayala
1:21:23
Okay.
