OLGT 2022-46: SNAP: Assistance Line Callback Actions

In an effort to better serve our clients who call into the DTA Assistance Line, a new action type “Perform Assistance Line Callback” has been created that will allow FAW staff to assist clients that were not able to be served before the end of the Assistance Line operating hours.

Before disconnecting, clients on hold will have the option to have their call returned within one business day. This will then create an action that will be loaded into the processing pool that evening. Staff pulling these actions will call the client and offer to assist them.