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How can you find out what is happening with your case?

Alert

DTA made a number of changes and suspended a number of rules during the COVID-19 pandemic. The Guide notes in red when a rule was suspended during the pandemic.

Produced by Deborah Harris, Massachusetts Law Reform Institute
Reviewed March 9 2022

Talk to your worker, a supervisor, an Assistant Director or even a Director

Use your smartphone or tablet -- DTA Connect app

  • DTA Connect is a free mobile app. Download DTA Connect for iPhones and iPads at the App store; download DTA Connect for Androids at Google Play.
  • Log-in to the DTA Connect app is easy. You only need your Social Security number and year of birth.
  • You can see your case information on the DTA Connect app if your case is active (open), pending, or is closed but was open in the past 12 months. Domestic violence survivors with Heightened Level of Security or who have a block on their DTA online or telephone services, see Can domestic violence survivors and others get extra confidentiality protections?, cannot see case information on DTA Connect.
  • Information you can get using the DTA Connect app includes
  • case status, monthly benefit amount, next benefit issue date, and EBT card balance,
  • alerts about appointments or deadlines,
  • copies of notices sent in the past 12 months,
  • whether documents you sent in the past 12 months have been processed.
  • You can also use the DTA Connect app to send information to DTA or request an EBT card. See What should you do if you need to replace or change your EBT card? and How should you send your proofs?

Create a DTA Connect account online

Go to DTAConnect.com on a computer, smartphone or tablet. Create a login ID. You will need an email address.

  • In addition to the information you can get through the DTA Connect app, with a DTA Connect online account you can get your deposit history. You can also complete a SNAP Interim Report or Recertification.

Interactive Voice Response (IVR) system

You can get some information about your case by calling the IVR. This is an automated system, not a live person. It is available round the clock, every day of the week. To reach the IVR, call the DTA Assistance Line at 1-877-382-2363. You will need to enter your social security number, DTA Agency ID or EBT card number, and your year of birth to get information about your case.

  • The IVR can tell you if your case is open, closed, or denied,
  • the amount of benefits you will receive and your next payment date, and your EBT card balance.

DTA Ombuds Office

If you need more information or you are not satisfied with the information you get, call the DTA Ombuds Office, 617-348-5354. The Ombuds Office was created to help applicants and recipients fix problems they may have with their DTA case. You can also file a complaint with the Ombuds Office.

Advocacy Reminder:

  • Wait times on DTA’s Assistance Line can be a problem, especially for people with limited cell phone minutes. Social service agencies can help by offering use of their phones. If you prefer, you can go to the DTA office.

Find Legal Aid

You may be able to get free legal help from your local legal aid program. Or email a question about your own legal problem to a lawyer.

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