Measure Description This is the number of Massachusetts residents in households that receive SNAP benefits each month. These figures are SNAP Recipients finalized approximately six weeks after the end of the reporting month. SNAP Accuracy Rate Massachusetts ranks 35 out 54 states/regions. Includes both cash and SNAP clients. Excludes those dropping Average Daily Walk-in Visitors off documents or seeking a new EBT card. Average calls that exited at a point in our Interactive Voice Calls Ending in IVR Response (IVR) or self-service menu. Likely exit reasons: client self-served successfully, client hang up. Average number of calls that heard a high volume message and Calls Unable to Connect were unable to wait for a live agent. Calls Connected Average number of calls connected to a live agent. On June 24, 2015, DTA introduced an improved phone system which allowed the Department to implement two new enhanced service features. Estimated wait time messaging informs callers how long they could expect to wait which allows Background them to decide whether to wait or to call back. DTA also Average Caller Wait Time increased the number of spaces in the wait queue from 100 to 200 allowing an increased number of callers to choose to wait to speak to a live agent. Due to the fact that more callers can choose to wait the caller wait time has also increased. DTA continues to monitor caller wait time and will implement strategies to improve the caller experience. The federal government measures this item on a rolling basis (note the overlap in months). Throughout the year, the federal SNAP Application Processed Timely government provides DTA with a projection for each time period. At year end the federal government finalizes the previous four quarters. The SNAP program has always and will always realize some level of client churn. However reducing churn to the best of DTA’s SNAP Churn ability eliminates disruptions in benefits and improves operational efficiency. This is measured by analyzing new applications against the active caseload 90 days previous. Recipients with a Disability Active clients who have identified as having any disability. This is the number of Massachusetts households that receive EAEDC Caseload Emergency Aid to the Elderly, Disabled, and Children (EAEDC) cash benefits each month. This is the number of Massachusetts households that receive TAFDC Caseload Transitional Aid to Families with Dependent Children (TAFDC) cash benefits each month. *To access background data right hand click on the graph and click on “Edit Data”. This feature only available on the Microsoft Word version.
Background Measure Description SNAP Recipients This is the number of Massachusetts residents in households that receive SNAP benefits each month. These figures are finalized approximately six weeks after the end of the reporting month. SNAP Accuracy Rate Massachusetts ranks 35 out 54 states/regions. Average Daily Walk-in Visitors Includes both cash and SNAP clients. Excludes those dropping off documents or seeking a new EBT card. Calls Ending in IVR Average calls that exited at a point in our Interactive Voice Response (IVR) or self-service menu. Likely exit reasons: client self-served successfully, client hang up. Calls Unable to Connect Average number of calls that heard a high volume message and were unable to wait for a live agent. Calls Connected Average number of calls connected to a live agent. Average Caller Wait Time On June 24, 2015, DTA introduced an improved phone system which allowed the Department to implement two new enhanced service features. Estimated wait time messaging informs callers how long they could expect to wait which allows them to decide whether to wait or to call back. DTA also increased the number of spaces in the wait queue from 100 to 200 allowing an increased number of callers to choose to wait to speak to a live agent. Due to the fact that more callers can choose to wait the caller wait time has also increased. DTA continues to monitor caller wait time and will implement strategies to improve the caller experience. SNAP Application Processed Timely The federal government measures this item on a rolling basis (note the overlap in months). Throughout the year, the federal government provides DTA with a projection for each time period. At year end the federal government finalizes the previous four quarters. SNAP Churn The SNAP program has always and will always realize some level of client churn. However reducing churn to the best of DTA’s ability eliminates disruptions in benefits and improves operational efficiency. This is measured by analyzing new applications against the active caseload 90 days previous. Recipients with a Disability Active clients who have identified as having any disability. EAEDC Caseload This is the number of Massachusetts households that receive Emergency Aid to the Elderly, Disabled, and Children (EAEDC) cash benefits each month. TAFDC Caseload This is the number of Massachusetts households that receive Transitional Aid to Families with Dependent Children (TAFDC) cash benefits each month. *To access background data right hand click on the graph and click on “Edit Data”. This feature only available on the Microsoft Word version.