STONE MOUNTAIN, Ga. — New numbers from state officials indicate progress when it comes to resolving the backlog of SNAP benefit delays -- a problem that has persisted for more than a year and a half.
The latest data and information provided by the Georgia Department of Human Services show that part of the backlog is 'effectively cleared,' a spokesperson shared. As of June 20, numbers show 39 renewal cases are overdue while 23,195 applications are past due.
However, Claudine Ashleigh-McKoy is one mom who is still struggling to get answers about her benefits after her periodic renewal was recently processed.
"[DHS] recently got something done on the 13th," she said. "They pretty much changed everything and reduced our benefits to half of what we were receiving before."
In an effort to figure out why and correct documentation if needed, McKoy is trying to reach a supervisor or caseworker. She struggled with reaching the department similarly back in November when she first reached out to 11Alive.
But the issue with delayed benefits goes back even further. 11Alive has been investigating issues with the SNAP backlog since November 2022, when SNAP recipients first reached out about waiting for their food benefits before the Thanksgiving holiday. At the time, the state pointed to an increase in need, a shortage of workers and a push for technology to fix the backlog.
Yet 11Alive uncovered other reasons for the backup, which carried over into Thanksgiving 2023 and beyond, including additional strain on the department from the state’s ‘one-time cash assistance program’ as well as a related security issue.
Ultimately, federal law requires SNAP benefits to be issued to eligible families within 30 days for the majority of cases and seven days for expedited cases. The U.S. Department of Agriculture, which oversees the federal program, also checks to make sure states are processing new cases on time, using the ‘Application Processing Timeliness' (APT) rate as a quality benchmark.
In November 2023, following back and forth between federal regulators and state officials, the USDA issued a letter to Georgia Department of Human Services Commissioner Candice Broce in response to the state’s declining APT rate. The letter indicated that “Georgia is severely out of compliance with Federal requirements,” as an APT rate of 95% and above is considered acceptable. Georgia's rate, the letter stated, has been "concerning for some time.”
The state, as a result, was required to submit a corrective action report, which is currently in effect. In addition, 11Alive learned that federal regulators granted a March waiver request that will allow DHS flexibility to skip the interview requirement for some SNAP families, with the goal of increasing agency productivity by 20%.
"This temporary increase in productivity will give the state time to train new workers and resolve the current backlog," the waiver states, adding that more than 1,300 hires have joined the department since 2023.
"However, it takes time for new employees to reach the capacity of more veteran workers," the document states.
In response to concerns for those who are still unable to reach caseworkers, DHS recommends the following:
Families in need of assistance are encouraged to reach out to us by calling our Customer Contact Center at 1-877-423-4746 or by visiting a DFCS office – find your county’s location and hours of operation at dfcs.ga.gov/locations. Staffing varies by location, and in some cases, additional follow-up may be required. Caseworker contact information is also available to customers with active cases. Customers who wish to check the status of their case should do so through their Gateway account. Their case status will be updated there as soon as their case is processed.
In addition, Atlanta Legal Aid told 11Alive that it continues to also be a resource for SNAP clients -- particularly for those with missed interviews or who are appealing case decisions:
"People who receive late notices should try to contact DFCS to reschedule because DFCS is required to reschedule missed interviews. They are also likely to get a notice from DFCS saying they missed the interview and they should reschedule. They should follow the instructions in that letter but also reach out to DFCS in any other way they can to reschedule. If they are not able to reach DFCS or DFCS does not reschedule, they should appeal if they receive a denial of benefits notice. Documentary evidence that the person tried to reschedule the interview with a screenshot showing attempted calls to DFCS or an email to customer_services_dfcs@dhs.ga.gov may help win an appeal to receive benefits back to the date of application."
Viewers who want to speak with a reporter about the delays can email the newsroom.