ATLANTA — Georgia's Department of Human Services is addressing confusion by some residents over their SNAP benefits.
The department claims that they have been contacted by people saying they have not received benefits despite their account saying "approved."
So, what's the deal? DHS says, "The case status of 'approved' means the client’s case remains open because they submitted a renewal that is now waiting to be processed."
DHS said it is "actively working to identify a more user-friendly interface to explain a client's current case status."
More SNAP things to know
Georgia Department of Human Services said recipients who believe their funds have been stolen due to card skimming, card cloning or similar fraud need to request a new EBT card and pin, which can be done by calling 1-888-421-3281. A "Request for Replacement" form must be completed and submitted to DFCS.
Through an open records request filed in October, 11Alive obtained internal emails between the Governor's Office of Planning and Budget and leaders from Georgia's Department of Human Services. The emails, which discuss the department's use of overtime to resolve the backlog, point to January 31 as the timeframe for which the issue could be resolved.
When 11Alive asked the Georgia Department of Human Services about the date, a statement from DHS said "internal projections are subject to change."
The SNAP benefits backlog has impacted Georgia families on and off for a year now as the Georgia Department of Human Services struggles to process cases within federal guidelines. According to data provided by DHS last week, Georgia has a total of 105,801 pending renewals to date, 35,674 of which are overdue, with 31,080 pending state action. This number of recertifications, a process required for beneficiaries, is separate from any new applications the department must also process.
Last month, Georgia DHS confirmed to 11Alive that the department is moving to a new telephone system, which will increase voicemail capacity. The state also continues to offer overtime and stipends with overtime hours, giving DHS the ability to process an additional 10,000 cases per month.
The state is also assessing the next steps when it comes to the use of technology like bots and AI. Georgia’s push for automation for parts of the SNAP certification process has long been a sticking point between the USDA Food and Nutrition Service and DHS. In a pair of September letters, Commissioner Broce writes that “more BOT technology is the right path forward,” a plan she said has staff support, while the USDA FNS tells 11Alive federal regulators do not think bots are the answer.