Online Guide Transmittal 2014-05: Additions to the Business Process Redesign Book in the Online Guide

Overview
Business Process Redesign moved the Department from a case ownership model to a First Available Worker (FAW) Model for SNAP-only eligibility determination and case maintenance. Additionally, the statewide DTA Assistance Line, with enriched Interactive Voice Response (IVR) services has improved client service and supported the new FAW model.