How do I get information about my SNAP case by phone?

Produced by Massachusetts Law Reform Institute
Reviewed March 2023

Call the DTA Assistance Line at 1-877-382-2363 to hear automated information about your case or speak with a DTA case worker. It is in 6 languages. If you need to reach a worker directly without entering your identifying information (for example to apply for SNAP), press #7 at the start of the menu.

To get personal information on your case, you need to enter your identifying information. You have a choice to enter your SSN, EBT card number, or DTA Agency ID (found on all DTA notices), plus your year of birth. If you are worried about unauthorized callers trying to get your personal information, ask DTA about a “block” on this service. See What if I have concerns about my safety and access to my case information?

Once you identify who you are: 

Through the Assistance Line’s Interactive Voice Response (IVR) system, you can hear information about your case and report certain changes, 24 hours/7 days a week. The information provided 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 things are due, such as verification requests or a Recertification 
  • The date that DTA last received a document from you. 

If you need to have an interview or complete paperwork to keep your benefits, the system should connect you directly to a worker when you call.

Additional services you can get 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 What if I lose food due to a power outage, a fire or a natural disaster? 
  • 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 your SSN. 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, you can always go in person to a DTA office or call the DTA Ombuds, see How can the DTA Ombuds Office help?

Other DTA staff you can reach through the DTA Assistance Line (follow the prompts):

  1. If you get DTA cash (EAEDC or TAFDC), direct transfer to your assigned case manager’s phone.
  2. Local office staff if you want to apply for cash.
  3. Access to Domestic Violence specialists (see What if I have concerns about my safety and access to my case information?).
  4. Access to Client Assistance Coordinator for a disability accommodation (see What if a disability makes it hard for me to apply or comply with DTA rules?).
  5. Employment staff to learn about education/training programs
  6. The DTA Hearings Division
  7. The Overpayment Collections Unit

Troubleshooting tips:

  • Helping agencies. If you are calling on behalf of a client, be sure you sent DTA a signed client consent in advance. You can ask the worker to look up that information in BEACON if questionable.
  • Limited cell phone minutes: If you are worried about your 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.


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