OLGT 2020-11: SNAP: SNAP Application Interview and Cold Call Procedural Update

In an effort to maintain Departmental timeliness, the Online Guide has been updated to remind staff that SNAP application interviews scheduled after an unsuccessful manual cold call must be scheduled four days from the generation date of the appointment letter and prior to day 7 of the application whenever possible. 
 
Staff are also reminded that cold calls are a critical step that must be taken before an appointment is scheduled for a SNAP application. Cold calls must be performed if that is the action that has been pulled, regardless of assigned business group (queue) to which a case manager has been assigned.
 
If staff are transferred to the Processing or Phone queue during the course of the day based on business need, cold calls must still be performed if that is the action that has been pulled. Additionally, when a Perform Cold Call action is pulled for a client who has an appointment scheduled in the future, the cold call must still be performed if that is the action that has been pulled.