H UMAN SERVICESD E P A R 'l' M E N 'I'

Miche41e Lujan Grisham, Governor

David R. Scrase, M.D., Secretary

Karmela Martinez, Acting Director

General Information Memorandum

ISD-GI 19-25

TO:

FROM:

DATE:

IKsaDrmEemlaplMoyaeretsine6ting Director, Income Support Division

April 4, 2019

RE: Important Benefit Information

This GI rescinds MR 18-10 and MR 18-12 as well as introduces the "Important Benefit

Information" tool located within the ISD QuiKGuide.

The "Ii'nportant Benefit Information" tool will be used as a guide to explain the Rights and

Responsibilities to our customers in a more streamlined approach. The purpose of this guide is to

provide our customers with consistent and accurate information in accordance with federal

regulations. To simplify the delivery process of the information to the customer, the "Important

Benefit Information" tool is located within the ISD QuiKGuide as a link for workers to access.

There are 14 links located on the "Important Benefit Infon'nation" tool page that identify

scenarios in which you will select the corresponding link. The links are available in English and

Spanish (see below). The links contain mandatory information specific to each scenario. The

language contained in each link must be read in a conversational style to the customer.

G HOW kO USe the GUlde

G ASPEN Work Qrieues & Ellglblllty System

a Irocess Managemem Overview and

Rrlnclples

Ga Managlng Wltliln I'tocess Management

a One and Done Pvlnclples and Vetfflcaklon

Standards

elnteractlve Intervlew Guldance

fflDefine Questlonable

0 Flnallzlng Case Acklon and Case

Documenka}Ion

i@lmpor}ank BenelR Inlormatlo;aD SNAP Only

G TANF Only

G GA - Unrelated Chlld Only

G GA Dlsablllky

G SNA? and TANF

[) SNAI' and GA - lln+elated Chlld

0 SNAP and GA Dlsablllky

G 5010 SNAP

G Solo TANF

0 Aslskencla general - solo nltio no

teladonado

Q Dlscapacldad de GA

Important neneTiF Information

The afmportant Benefit Informatlonaa Is to be used as a guide to explain the Rights and Responsibilities to our customers

In a more streamllned approach. The purpose of this gulde Is to provlde our customers with conslskent and accurate

Informatlon In accordance wlth federal regulatlons. The aimportanl Benefit Informatlon'a contalns mandatory Informatlon

speclTlc to each category of ellglblllty that ISD admlnlsters. The language contained In each 11nk must be read In a

conversatlonal skyle to the customer. Thls Informatlon Is to be read to the customer at Inltlal appllcatlon and at

recerklflcatlon at tlme of Intervlew

Morei

SNAP Only

i TANF Only

'i GA - Unrelated Chlld Only

i GA Disabillty

iSNA!' and TANF

SNAP and GA - Unralated Chlld

SNAP and GA Disablllty

i Solo SNAP

i Solo TANF

r Aslstencla general - solo nlno no relaclonado

sDNlsAcappyacTIAdaNdF de GA* SNAP y GA - Menor no relaclonado

i Dlscapacidad de SNAP y GA

Income Support Division PO Box 2348 - Santa Fe, NM 87504 Phone: (505) 827-7250 Fax: (505) 827-7203

The purpose of tliis tool is to give federally required information about the SNAJ' and Cash

programs to customers who are applying for and wlio are recertifying their benefits. Tliis tool

must be read by the worker to tlie customer during the intei'view at initial application and

recertification.

The English and Spanish versions of the system generated FAP 013 "Important Cash

Information" and FSP 013 "Important SNAP Information" will continue to be mailed out as

informational notices to SNAP and Cash recipients; they can also be viewed in correspondence

history and can be centrally and locally printed. Effective irni'nediately, all previous versions

printed, including any laminated copies must be destroyed.

Case comments will need to include the following statement, t(Important Eenefit Information

was gone over with the customer and the FSP and/or FAP 013 will be mailed to customer ifapproved."

If you try to access the QuikGuide and are denied access, please contact tlie HSD Network

Helpdesk via e-mail at HSD-NetworkHelpDesk@,state.ni'n.us.

If you have questions regarding this GI, please contact Gavino Archuleta at (505) 827-7244 or by

e-mail at Gavino.Arcliuleta@,state.nn'i.us.

Attachment:

> Important Benefit Information PowerPoint Presentation

Income Support Division PO Box 2348 - Santa Fe, NM 87504 Phone: (505) 827-7250 Fax: (505) 827-7203

l(%JlWl]Vtl:ICI

aa t I . ' ffl4&aJ Jaa

siauio'4sn) ano

* Making sure we as the State are giving a clear,

concise, and consistent message to our Customers

* Notifying Applicants / Recipients of their Rights andResponsibilities

* Federal Law (Code of Federal Regulations) dictates

what information needs to be given to our customer

both verbally and in writing

* Other important information per category has been

added as determined by the Department

The delivery of the

<'Important Benefit

information" conversation

* No more laminated sheets

at your desk

* Links are provided in the

QuiKGuide (QKG) per

situation

More:

* The system generated FSP

0!3 and FAP ot3 willcontinue to be mailed out to

our customers

* The "Important Benefit

Information" conversation

will still need to be had with

our customers at initial

application as well as at

their recertification

K

* During this Pilot, we wilt be reverting back to the MESSAGE

conversational styIe of delivering this message * / " " 9 ** Verbatim communication ensures consistency 8 . , i* Conversational is less formal and builds trust FEEDBAC"

* Sincewearedeliveringthismessageinaconversa go';'::'l Rece'Ve'manner, your case comments should indicate the

following:

* llJmportant Benefit Information was gone over with thecustomer and the FSP and/or FAP oh3 was mailed tocustomer"

* Please feel free to send the Policy & Program

Development your comments or suggestions on how

we can make this message better. We love to hear

from our co-workers.

* Gavino Archuleta, SNAP Program Manager:

Gavino.Archuleta@state.nm.us* Suzanne Duran-Vigil, Cash Program Manager:

SuzanneP.Duran-Vigi@state.nm.us* Maria Ghahate, Special Projects Manager:

Maria.Ghahate@state.nm.us

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