Ops Memo 2014-43: BEACON Customer Concern Tracking System

DTA Overview
The US Department of Agriculture’s (USDA) Food and Nutrition Service
(FNS) requires States to maintain records and the dispositions of complaints
received from potential applicants, applicants, clients and other concerned
individuals or groups. The data collected will be used to analyze patterns of
complaints so that action can be taken. Cash program regulations also
provide instructions for staff to respond to client complaints. With BEACON
Build 46.3, scheduled for June 16, 2014, Customer Concern pages will be
added to BEACON for all TAO managers, supervisors, case managers and
certain Central Office staff to enter, update and disposition incoming
concerns.

Although TAOs and the Central Office Ombudsman already track
Although TAOs and the Central Office Ombudsman already track incoming
concerns, the BEACON system will provide a comprehensive database of all
concerns statewide. The modifications in BEACON will meet the SNAP and
cash program requirements and will aid the Department in documenting and
analyzing concerns in order to make customer-focused improvements.

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MLRI NOTE to advocate and community partners:  Please track the complaints or customer concerns that you or your clients file and let MLRI know if you get any response to the concerns or complaints filed. It is important to provide DTA Central and FNS NERO with feedback on this process.