Effective Date - Feb 1, 2012

Attachment F

Quality Assurance (QA) Procedures

A.        Purpose

1.    Quality Assurance is a necessary function in evaluating the management and operation of the SNAP.

2.    Both active and negative eligibility decisions (case approvals and denials or closures) must be sampled to determine the appropriateness of the decision.

3.    QA activities should provide a continuous source of reliable performance information.

a.    This information is needed to assess and validate the integrity of the program and ensure high standards of performance are met in determining program eligibility and the amount of benefits authorized.

4.    Reviews of negative cases are conducted to determine whether DFS’s decision to deny, suspend or terminate the household was correct, as of the review date.

a.    The review of negative cases helps ensure vulnerable citizens have access to benefits.

B.        Procedures

1.    Each month supervisors are required to review both active and negative SNAP cases as follows:

a.    Sixty (60) active SNAP cases; and

b.    Forty (40) negative SNAP cases (closures and/or denials).

2.    For the active and negative cases reviewed, supervisors must distribute the reviews across all benefit specialist staff under his/her supervision.

a.    The supervisor can determine the number of cases reviewed per worker.

(1)    If at some point a manager, supervisor, or state office staff has concerns, there may be a different process for determining reviews.

b.    All workers must have at least one (1) case in each category reviewed.

3.    If a supervisor is going to be out of the office for an extended period of time, a peer review can be conducted or another supervisor can assist.

a.    The absence of a supervisor does not void the requirement for QA.

b.    It is the responsibility of the supervisor to either complete the monthly reviews prior to a scheduled absence or make arrangements for another staff member(s) to conduct case reviews.

c.     Prior to conducting a peer review, the staff must receive training from the SNAP policy staff in the Economic Assistance Division.

(1)    This training can be conducted over the telephone.

(2)    The purpose is to answer questions about the review form and policy to make sure peer reviewers are knowledgeable in the program.

4.    The reviewer shall complete the SNAP Quality Assurance Review Form (DFS-306) for each review conducted and identify any corrective action taken.

a.    The review form shall be filed in the case file with the narrative.

b.    A QA Review Summary (DFS-307) will be kept by month by office of all cases reviewed.

5.    The State office will conduct a random sample review of cases reviewed by supervisors according to this policy.

C.        Completing and Documenting the Review

            The supervisor or designee must:

1.    Complete form SNAP Quality Assurance Review Form (DFS-306).

a.    Complete all boxes in all sections.

b.    The boxes under the Comments column are for other-than-ordinary actions or notations.

c.     Copy all forms for the file.

2.    List all reviewed cases on the Excel QA Review Summary form (DFS-307) and complete the appropriate boxes.

3.    Email completed QA Review Summary (DFS-307) to the SNAP Program Managers by the fifth (5^th) day of the following month.

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