How we got to 90% interview attendance
To enroll in the SNAP program, clients must complete a required interview either in person or over the phone. For clients juggling multiple work and personal commitments, interview attendance can be one of the most challenging parts of the process. Depending upon the SNAP agency’s business process, mRelief can support the interview process in different ways.
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Inventory for Interviews
In partnership with mRelief, a SNAP office can set aside a certain number of interview slots every day for mRelief clients. This allows clients to select the time that works best for them as shown in the screenshot below. mRelief manages the inventory and shares the time that a client selects with the office. The inventory also allows for seamless rescheduling because we can propose new times from the available inventory. When mRelief manages inventory for scheduling and rescheduling, the ultimate interview attendance rate for our clients is 90%.
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Authorized Representative Interviews
Upon the client’s request, we can designate staff to complete the interview on a client’s behalf as an authorized representative. However, mRelief does not take on the role of spending benefits on the client's behalf. Clients can still designate someone to spend and receive their benefits. Through our web or text messaging interface, we ask the client all of the interview questions and then share the information with an eligibility worker over the phone. When mRelief staff takes on the responsibility of completing the interview, the interview attendance rate is 100%.
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Sharing Availability for Interviews
If inventory is not feasible in the short-term, mRelief can ask clients to share the times that would work best for them to interview. This provides information for the SNAP office about the client’s schedule before the office calls to schedule an interview, but we are unable to text the client with a concrete interview time.
