Utilizing Surveys to Support SNAP Enrollment
Last month, we shared how we can support clients when we have a data sharing agreement in place. When a government agency cannot share data with us, we use automated surveys to follow up about the enrollment status of our clients. By reaching out to clients, we can help them navigate to their best next step towards completing enrollment. Surveying clients helps us understand where they are in the enrollment process and identify patterns in barriers to enrollment.
Screener Follow Up Surveys
Sixty days after clients find out that they likely quality, we text them a survey to discover if they have received benefits. Due to the recission period of the SNAP application, we wait a full 60 days to ensure that a final determination has been made. If they have applied, we can ask follow up questions to find out whether they received benefits or encountered a barrier. If a client has not received benefits, we provide the best phone number for them to call and inquire about the status of their application—as shown in the images below
Application Follow Up Surveys
When we know that a client has applied, we send a survey 20 days after the application date to find out if they have received the call for their interview. Since people have 30 days to apply, we want to check in at the 20-day mark to mark sure that they can complete the process before the application expires.
Interview Follow Up Surveys
If we know the interview date and time, we follow up with clients about the outcome of their phone call. If they missed the call, we provide a reminder including the office number and instructions to call and reschedule. Our clients often need to submit more documents, and in that case, we provide information on the fastest way to submit documents—shown below.
Based on the responses to these surveys, we can identify barriers in the SNAP enrollment process for our clients. These responses guide the new features that we build and ways we assist our clients.
