Specifications include, but are not limited to: DSS issues Supplemental Nutrition Assistance Program (SNAP) benefits through its supervisors, senior social workers, social workers, and technicians, deployed throughout the seventeen service sites, and are organized into ten operational areas. Each of the ten Areas is divided into teams. Each Team has an assigned Supervisor, and all of the supervisors in each Area are managed by an assigned Operations Administrator (OA). The teams at the SNAP sites struggle daily with increasing caseloads and walkin volume in the lobbies. DSS has a contingent of case readers and quality control staff as well as contractors who have diligently analyzed the efficiency and accuracy of the work of the case managers and the accuracy of the service delivery to Delawareans who receive SNAP benefits. Some of the resultant recommendations have already been implemented, including administrative and managerial re-organization, as well as a complete modernization of the electronic system used to determine eligibility and tracking benefits. In the wake of those foundational reform measures, one of the recurring issues discovered upon analysis, is the timeliness of the processing of SNAP applications. In many instances, it is felt that the increasing caseloads are the culprit.
