10. Does DTA have to interview me?

DTA must interview all applicants for SNAP benefits. 106 C.M.R. § 361.500. The interview must be done by a DTA SNAP worker. Conversations you have with a SNAP Outreach partner are not SNAP interviews. If you could not reach DTA to have your interview and your application was denied, email MLRI at info@masslegalservices.org.

What to know about the SNAP interview

DTA usually does the interview over the phone. DTA should call you as soon as they get your SNAP application and should screen you for emergency (expedited) benefits.

• After you apply, DTA will make a “cold call” to try and conduct an interview
• The caller ID should say “COMM of MASS” or 877-382-2363.
• These calls come through DTA’s computerized phone system. If you pick up the call, you will hear an automated message asking you if you want to talk to a DTA worker. You may need to wait for a few minutes for the worker to come on the line. Contact info@masslegalservices.org if you have issues with this.
• If they do not reach you, DTA should send a letter with the date and time a DTA worker will call to do the interview.
• You do not need to wait for the scheduled interview. You can also call the DTA Assistance Line any time after you apply to have your interview: 1-877-382-2363.
• If you do not get any calls from DTA, double check that DTA has your correct phone number. You can check or update your phone number on DTA Connect.

In-person interviews at a DTA office

If you want one, you also have the right to an in-person interview in a private space at a local DTA office. 106 C.M.R.§§361.550.

• DTA should schedule you for an in-person interview if you do not list a phone number on your SNAP application, 
• You can always use someone else’s phone (a friend or social services agency) if you prefer a phone interview. Call the DTA Assistance Line between 8:15 AM and 4:45 PM, Monday to Friday, and ask for a phone interview if you have access to a phone.
• You can also ask for an in-person interview if you cannot get through the DTA Assistance Line, or you are more comfortable talking with a SNAP worker in person.
• If you apply for benefits in person, you also have the right to have your interview the same day at the office.
• When you do an in-person interview, DTA should offer you a private room where you can speak to a worker. DTA should never do the interview in the waiting area where others can hear you.

If DTA denies you an in-person interview, tell MLRI at info@masslegalservices.org. If you do not want to wait to have the interview, the DTA office should still screen you for expedited SNAP and issue you an EBT card if you need one.

If you miss the interview call

If you miss the scheduled interview and any follow up calls, DTA is required to send you a written notice called a “Notice of Missed Interview” (a “NOMI”). The DTA notice must say that you have the right to another interview. 106 C.M.R.§§361.500 , 361.700(B)(1). If you reach a DTA worker by phone or go in-person, you should not be turned away and told to wait for a rescheduled interview. DTA should do the interview when you reach them or when you are in-person.

In general, if you do not have your interview within 30 days of when you applied, your SNAP application will be denied. 106 C.M.R.§361.700(B)(1). You have the right to reapply for benefits. The denied application will not be held against you, but the start date of your benefits will be the date you reapply.

DTA cannot deny your SNAP application or make you reapply if DTA failed to contact you, failed to send a notice about an initial interview, or failed to send a notice of missed interview (called a “NOMI”). You have a right to call the DTA Assistance Line and ask to speak with a Supervisor, or you can call the DTA Ombudsman office. You can also file an appeal to seek retroactive benefits.

DTA Online Guide: 

See Appendix G for inks to the DTA's BEACON 5 Online Guide for this section.