Struggles and solutions: How to make food stamps enrollment easier
People facing hunger often struggle to navigate difficult, lengthy enrollment processes. As we work towards solutions to make sure that anyone that needs help can access it, we regularly collect observations from applicants and case workers to inform our own products and our advocacy.
mRelief recently completed a research study to investigate whether there are specific parts of the Supplemental Nutrition Assistance Program (SNAP; also known as food stamps) benefits application process that make it difficult to complete. We conducted interviews with mRelief users and SNAP outreach workers (individuals whose job responsibilities include providing SNAP application assistance in person or over the phone) in Illinois. We also conducted group interviews with SNAP outreach workers to collaborate with them to uncover findings and develop recommendations.
After completing the study we identified several themes related to the struggle of completing the food stamps enrollment process and uncovered potential solutions for improving access to benefits.
Theme 1: Perceptions of Sensitive Questions
Struggle: While the length and complexity of the enrollment process is a larger barrier to SNAP participation than stigma or negative perceptions of sensitive questions, nearly all outreach workers shared that they felt certain questions were awkward or difficult for them to ask applicants whom they assist to apply.
Solutions: Eliminate unnecessary questions. Utilize tooltips and help text both to meet information needs and to promote dignity within the enrollment process.
Theme 2: Information Needs
Struggle: The current system makes it difficult for both applicants and outreach workers to find the information they need.
Applicants frequently ask questions that should be explained clearly through case notices like:
- When do I get my food stamps each month?
- Will we get extra food stamps this month?
- Why was my SNAP application denied?
- What does the application status “TECHNICAL_VERIFICATION” mean?
- My income increased, will I lose my food stamps?
Solutions: Improve access to Manage My Case by removing ID proofing requirements or ensuring the alternatives to Experian ID proofing provide timely access. Share additional information through Manage My Case with applicants, and as appropriate, with outreach workers.
Theme 3: Remote Application Assistance
The COVID-19 pandemic required many organizations which provided face-to-face outreach and application assistance previously to shift to providing these services over the phone.
Struggle: Electronic signature restrictions pose the biggest barrier to continued remote application assistance.
Solutions: Create a pathway for the acceptance of electronic signatures so that outreach workers can continue to provide remote application assistance and other SNAP outreach services over the phone.
Theme 4: Maximum Effort for Minimum Reward
Struggle: A complicated and lengthy enrollment process, compounded with the possibility of receiving a minimal benefit amount, is a huge barrier to participation in SNAP.
Solution: Remove barriers to food stamps enrollment. Implement new features such as call scheduling for interviews and text message document submission to make the process easier. Set clear expectations for SNAP applicants about minimum, average, and maximum benefits and the factors which affect the benefits calculation.
Conclusion
While we did not find that perceptions of sensitive questions are a large barrier to food stamps enrollment, other elements of the SNAP enrollment process increase its length and complexity and present barriers to access for many households. Addressing these barriers and supporting continued availability of remote application assistance is critical to ensuring that households can access SNAP benefits with dignity.
