PERFORMANCE SCORECARD March 2016
PERFORMANCE SCORECARD March 2016ABOUT DTAOur MissionThe mission of the Department of Transitional Assistance is to assistlow-income individuals and families to meet their basic needs,increase their incomes and improve their quality of life.The Department of Transitional Assistance is committed toproviding a high level of service to all those in need of ourservices. We are pleased to present this scorecard, whichincludes several measures that are important for DTA to use inmeasuring our success and identifying areas for improvement.– Jeff McCueCommissioner, Department of Transitional AssistanceDid you know?The average SNAP benefit for ahousehold in Massachusetts is 224.57.That means the average SNAP household has 7.36 a dayto supplement food purchases. 75% of SNAP households in Massachusetts have grosscountable income of less than 100% of the Federal PovertyLevel – that’s 24,250 for a household of four. 36% of SNAP households have at least one child. Elderly individuals are a part of over 22% of MassachusettsSNAP households. SNAP clients live in every city & town across theCommonwealth.
PERFORMANCE SCORECARD March 2016SNAP ENROLLMENT & QUALITYSNAP RecipientsSNAP Households784,469451,915SNAP Accuracy RateThe annual percent of active payments thatwere completed without errors based onfederal guidelines in Federal Fiscal Year 2014.SNAP Enrollment 1 in 9 MA Residents94.9%(35th nationally)SNAP CaseloadThis is the number of households receiving SNAP benefits in Massachusetts in the prior two 0JanFebMarAprMayJun2014JulAugSepOctNovDec2015SNAP Caseload TrendsThis is the number of households receiving SNAP benefits in Massachusetts in the last 002006200720082009201020112012201320142015
PERFORMANCE SCORECARD March 2016LOCAL OFFICESAverage Daily Walk-in Visitors2,503This is how many people visit our offices each day to meet with a case manager.4,000Walk-in OctNovDecJanFebAverage Lobby Waiting Time28 minThis is how many minutes someone typically waits to see a case manager. DTA iscommitted to reducing the need for in-person visits from clients by expanding theways in which services can be accessed.Lobby Wait Time6040200FebMarAprMay JuneJulyAugSepOctNovDecJanFeb
PERFORMANCE SCORECARD March 2016ASSISTANCE LINE5,723Calls Endingin IVR1,099AverageDaily Calls toAssistance LineCalls Unableto Connect6,07112,893CallsConnectedTotal Calls per Day20,00015,00010,0005,0000MarAprMayCalls Ending in IVRJuneJulyAugCalls ConnectedSepOctNovDecJanFebCalls Unable to ConnectAverage Caller Wait Time25 minThis is the average length of time callers wait to speak to an y*AugSepOctNovDecJanFeb*Additional wait queue space added 6/24/15Call Wait Time (Minutes)Feb
PERFORMANCE SCORECARD March 2016PROCESSINGAverage Processing Days for New SNAP Applications20.2This is the average number of days to approve a new application.Number of c2015SNAP Application Processed Timely79.3%This is the percentage of applications that are processed within federaltimeframes.Percent Timely100%90%80%70%January 2014 - April 2014 - Sept July 2014 - Dec October 2014 - January 2015 - April 2015 June 201420142014March 2015June 2015 September 2015MANational AverageFederal Target (95%)SNAP Churn26.4%This is the percentage of applicants each month that 90 days prior wereactive clients.Percernt epOctNovDec
PERFORMANCE SCORECARD March 2016CASH ENROLLMENTEAEDC Households 21,044 TAFDC Households 33,692EAEDC CaseloadThis is the number of households receiving EAEDC benefits in Massachusetts in 2015 and bMarAprMayJun2015JulAugSepOctNovDec2016EAEDC Caseload TrendsThis is the number of households receiving EAEDC benefits in Massachusetts in the last 62007200820092010201120122013201420152016
PERFORMANCE SCORECARD March 2016TAFDC CaseloadThis is the number of households receiving TAFDC benefits in Massachusetts for 2015 and 0JanFebMarAprMay2015JunJulAugSepOctNovDec2016TAFDC Caseload TrendsThis is the number of households receiving TAFDC benefits in Massachusetts in the last 420152016
PERFORMANCE SCORECARD March 2016ADDITIONAL INFORMATIONMeasureSNAP RecipientsSNAP Accuracy RateAverage Daily Walk-in VisitorsCalls Ending in IVRCalls Unable to ConnectCalls ConnectedBackgroundAverage Caller Wait TimeSNAP Application Processed TimelySNAP ChurnDescriptionThis is the number of Massachusetts residents inhouseholds that receive SNAP benefits each month. Thesefigures are finalized approximately six weeks after the endof the reporting month.Massachusetts ranks 35 out 54 states/regions.Includes both cash and SNAP clients. Excludes thosedropping off documents or seeking a new EBT card.Average calls that exited at a point in our InteractiveVoice Response (IVR) or self-service menu. Likely exitreasons: client self-served successfully, client hang up.Average number of calls that heard a high volumemessage and were unable to wait for a live agent.Average number of calls connected to a live agent.On June 24, 2015, DTA introduced an improved phonesystem which allowed the Department to implement twonew enhanced service features. Estimated wait timemessaging informs callers how long they could expect towait which allows them to decide whether to wait or tocall back. DTA also increased the number of spaces in thewait queue from 100 to 200 allowing an increasednumber of callers to choose to wait to speak to a liveagent. Due to the fact that more callers can choose towait the caller wait time has also increased. DTAcontinues to monitor caller wait time and will implementstrategies to improve the caller experience.The federal government measures this item on a rollingbasis (note the overlap in months). Throughout the year,the federal government provides DTA with a projectionfor each time period. At year end the federal governmentfinalizes the previous four quarters.The SNAP program has always and will always realizesome level of client churn. However reducing churn to thebest of DTA’s ability eliminates disruptions in benefits andimproves operational efficiency. This is measured byanalyzing new applications against the active caseload 90days previous.EAEDC CaseloadThis is the number of Massachusetts households thatreceive Emergency Aid to the Elderly, Disabled, andChildren (EAEDC) cash benefits each month.TAFDC CaseloadThis is the number of Massachusetts households thatreceive Transitional Aid to Families with DependentChildren (TAFDC) cash benefits each month.
PERFORMANCE SCORECARD March 2016 SNAP ENROLLMENT & QUALITY SNAP Recipients 784,469 SNAP Households 451,915 SNAP Enrollment 1 in 9 MA Residents 94.9% (35th nationally) SNAP Caseload This
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