How can SNAP outreach make it easier to enroll in benefits?
Key Takeaways
- SNAP applicants desire more information about the SNAP enrollment process.
- Outreach and case workers can help explain the timeline and expectations at each stage of enrollment.
- Features like text message updates and client portals can promote transparency.
Introduction
SNAP, the Supplemental Nutrition Assistance Program (also known as food stamps), provides funds for grocery purchases to around 40 million people across the United States each year. This financial support for food can allow families to eat healthier and free up resources for other critical needs, such as housing.
So far this year 284,416 unique individuals have completed mRelief's simple SNAP eligibility screener. Many of these individuals will receive a text message survey from us. These surveys help us better understand their experience after completing the screener. For this study, we analyzed 1,804 survey responses submitted between January 1, 2022 and September 6, 2022. Our analysis focused on a single question within a longer survey sent to ten percent of individuals who screened likely eligible. The question of interest is open-ended and asks, "How could we make it easier to sign up for SNAP?"
We identified several key themes related to barriers to enrolling in SNAP. You can download a research brief with an overview of what we did and what we found.
Below we share some actionable recommendations for how SNAP outreach workers and other case workers can make it easier to enroll in benefits.
Theme 1: Information Gaps
Issue: SNAP applicants struggle to understand the food stamps enrollment process and the status of their application after submission. Information about SNAP eligibility, the availability of application support, and procedures for recertifying benefits could be better amplified.
Recommendation: Outreach workers and local nonprofit organizations like mRelief can fill in the information gaps by providing clear guidance at each step of the process. State and local SNAP agencies can help clients understand where they are in the process through proactive messaging about what actions clients need to take.
Theme 2: SNAP Agency Staff Support
Issue: In many areas, it is difficult for applicants to get support from local SNAP agencies during the enrollment process. In some states, applicants must call their local agency to complete an interview and call a hotline with any questions. However, many SNAP offices are currently understaffed and unable to keep up with the demand. This leads to long wait times, poor customer service, and underserved clients.
Recommendation: Agencies need more funding to properly staff support centers. SNAP outreach workers fill in the gaps left by poorly resourced SNAP offices by providing supportive assistance to navigate the enrollment process. States and local SNAP agencies should participate in the formal SNAP Outreach program available through the federal Food and Nutrition Service as one way to provide a high quality customer experience with minimal budget implications.
"Nobody ever calls me back or sends a letter. This is at the least the third time I've applied online. I've tried for over a year. I have a case and worker because I have Medicaid. I just never ever hear anything back about snap."
— mRelief user in Virginia
Theme 3: Complex Program Rules
Issue: Many clients indicated that they felt the SNAP program is unfair or that their circumstances were not properly reflected in their benefit determination. Many SNAP decision letters don’t provide enough information about why a decision was made.
Recommendation: Providing a more transparent, easy-to-understand, itemized account of the numbers and policies used to determine eligibility would help applicants better understand the program rules. SNAP outreach workers at local nonprofit community organizations can help applicants understand eligibility criteria and assist applicants to file an appeal if indicated.
Theme 4: Stressful and Undignified Process
Issue: Many individuals apply for SNAP during the most stressful periods of their lives. The difficulty in accessing information, obtaining support, and completing the enrollment process adds stress to an already challenging set of circumstances.
Recommendation: Providing applicants with different options for support during the enrollment process can promote client dignity. Some clients prefer in-person assistance at an office, while others prefer to receive assistance over the phone. Others would prefer to apply independently and ask for help as needed. mRelief makes it easy for clients to request the kind of assistance they need through our SNAP outreach CRM Johnnie.
"Well, I'm 66 years old and I was surprised that it was so easy to use. Then with your help and prompting it was easy to follow instructions. I've tried to apply for assistance on websites before but no one answers back, no further instructions on what to do, etc."
— mRelief user in Texas
Conclusion
We believe that technology has the power to transform social services for the inherent dignity of all. The results of this study present several opportunities for mRelief to increase access to SNAP benefits and develop features that may better serve SNAP recipients.
Download the research brief to learn more about how mRelief clients think SNAP enrollment could be improved.
