22. How do I get information about my SNAP by phone?
Call the DTA Assistance Line at 1-877-382-2363 to hear automated information about your case
After you select your language, press 1 to enter your identifying information. You have a choice to enter your SSN, EBT card number, or your DTA Agency ID (found on all DTA notices), plus your year of birth. If you are worried about an abusive partner or unauthorized callers trying to get your personal information, you can ask DTA about a “block” on this service. See Question 32.
After you identify yourself
Through the Assistance Line’s “Interactive Voice Response” or IVR system, you can hear information about your case and report certain changes, 24 hours/7 days a week. The IVR information you can get depends on the status of your case, but generally includes:
- Your case status and EBT card balance.
- The date your benefits are issued and monthly amount.
- When you are due for a Recertification or Interim Report,
- The date that DTA last received a document from you.
If you need to have an interview or complete paperwork to get or keep benefits, the system should connect you directly to a worker when you call.
Additional services from the DTA Assistance Line
- Request a letter showing the amount of SNAP or cash benefits you receive (a "benefit verification letter").
- Request and track the mailing of an EBT card.
- Request for replacement SNAP if you lost food you bought with SNAP due to a fire, flooding, or other disaster. See Question 93.
- Update your phone number.
To speak to a DTA SNAP worker
Call Monday through Friday from 8:15 AM to 4:45 PM and follow the prompts to reach a case manager. The worker will ask for your name, your DTA Agency ID (if you know it), or for other identifying information. This helps the worker confirm who you are and look up your case. Be sure to ask the worker for their name and write it down
If you are calling because you need an interview, the DTA worker should do an interview on the spot and not tell you to call back later.
If there are long waits on the phone, sometimes DTA allows a “call back” option, meaning a DTA worker will call you back. Be sure to leave a phone number where DTA can reach you in the next 24-48 hours. If you have an urgent issue and do not have a call back option, or the phone line automatically disconnects due to high call volume, you can always go in person to a DTA office or call the DTA Ombuds, see Question 31.
Other DTA staff you can reach through the DTA Assistance Line
(Follow the phone prompts)
- If you get DTA cash (EAEDC or TAFDC), direct transfer to your assigned case manager’s phone.
- Local office staff if you want to apply for cash.
- Access to Domestic Violence specialists (see Question 32).
- Access to Client Assistance Coordinator for a disability accommodation (see Question 28).
- Employment staff to learn about education/training programs
- The DTA Hearings Division
- The Overpayment Collections Unit
Troubleshooting
If you do not have an active or pending case:
If you are not in the process of applying, are not getting SNAP, and have not applied or gotten SNAP in the past 90 days, you will not be able to get through by entering your SSN, DTA Agency ID, or EBT card number. In this situation, to reach a worker press 7 when you call (the option for other languages)
Helping agencies:
If you are calling on behalf of a client, be sure to send DTA a signed client consent in advance
Limited cell phone minutes:
If you are worried about limited cell minutes, ask for a call back or try to use a landline or the phone of a social service agency line or friend with unlimited minutes.
DTA Online Guide:
See Appendix G for links to the DTA's BEACON 5 Online Guide for this section.