How do I reach a live DTA worker?

Produced by Patricia Baker and Victoria Negus
Reviewed January 2018

The DTA Assistance Line is staffed with DTA case managers from 8:15 AM to 4:45 PM on regular business days. Follow the IVR prompts to:

Can I ask for a call back?

You may be given the option to request a “courtesy call back” from a DTA worker.  DTA says it provides this call back option at certain times depending on how many calls they are getting. If you choose to ask for a courtesy call back, make sure to leave a phone number where DTA can reach you in the next 24-48 hours.  If a call back is offered, it is your choice if you want to ask for a call back or wait on hold.

What happens when I reach a live worker:

The worker will first ask for your name, your DTA Agency ID (if you know it) or your SSN. That information will help the worker confirm who you are. The worker should look up your case, find out why you are calling and try to help you.

If you are calling for an interview for your recent SNAP application or recertification, the worker should conduct an interview on the spot. The worker should not tell you to call back later.

Example: Juan applied for SNAP on June 1. He was scheduled for an interview on June 8th, but the scheduled interview conflicted with his work hours. Juan calls the DTA Assistance Line on June 5th. The SNAP worker who answers should do the interview and not tell Juan to wait until June 8th.  If Juan also sent in proofs with his SNAP application, the DTA worker should review the documents and process his case, or tell him what is missing and send him a Verification Checklist (VC-1). Juan could also upload any documents he has through DTA Connect for the worker to review. 

Advocacy Reminders:

  • When you call the DTA Assistance Line, the DTA worker should give his or her name and office location. Write this down.  If the worker does not volunteer this information, ask the worker directly. If the worker refuses, ask to talk with a supervisor.  DTA workers have been instructed to provide their name. If not satisfied, you can ask to speak to the worker’s Supervisor, or the DTA local office manager where the worker is stationed, You can also can call the DTA Ombudsman Office. See How can the DTA Ombuds Office help?.
  • If you are a helping agency or advocate calling on behalf of a client, first let the DTA worker know that a signed client consent authorizing you to speak with DTA was faxed or mailed to DTA. The workers should not refuse to look up that information in the BEACON Scanned Document History. See Appendix C for sample consent form.
  • Individuals and families getting TAFDC or EAEDC cash assistance (and SNAP), have an assigned DTA worker at their local DTA office and will be referred to that worker if they call the Assistance Line.
  • Certain “free” cell phones – such as Lifeline, SafeLink and Assurance – use up limited cell phone minutes for toll free phone calls, including DTA’s Assistance Line.  If possible, try to use a landline or the phone of a social service agency line if you have limited cell phone minutes.

DTA Policy Guidance:

DTA Online Guide:  Business Process (BP) > BP - Overview >  SNAP First Available Worker Model

Show DTA Policy Guidance

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