What are some best practices when helping someone apply for assistance?
October 26, 2021 8:57 AM
I have been trying to help an elderly friend navigate the SNAP system. How do I do my best to assist them in an ethical manner that will not jeopardize their benefits?
They are not computer literate and do not have a computer. I am an IT professional, and would like to be able to get a security clearance at some point. I have assisted them with applications, set up apps on their phone, helped set up accounts for them, written down step-by-step instructions, etc. They are having some trouble with their EBT card, and we had to call in on the phone helpline yesterday. The representative was (justifiably!) concerned about my involvement and had them go through some verification steps to allow me to be on the call as well. I have been a little worried since then on how best to protect my friend and myself from accusations of impropriety. Any misstep and their benefits could be cut off, and they are very much needed.
They are not computer literate and do not have a computer. I am an IT professional, and would like to be able to get a security clearance at some point. I have assisted them with applications, set up apps on their phone, helped set up accounts for them, written down step-by-step instructions, etc. They are having some trouble with their EBT card, and we had to call in on the phone helpline yesterday. The representative was (justifiably!) concerned about my involvement and had them go through some verification steps to allow me to be on the call as well. I have been a little worried since then on how best to protect my friend and myself from accusations of impropriety. Any misstep and their benefits could be cut off, and they are very much needed.
Whenever I have filled out SNAP benefits online, there is a button asking if I am filling it out on behalf of someone else. The procedure of confirming you're allowed to be on the call is very normal and doesn't indicate ethical breaches or jeopardization of benefits. They just want to make sure you're doing it with your friend's permission. It's not a problem to help them with the benefits, they'll just need confirmation from your friend that you're not doing it "behind their back"--which you have done. You may need to continue to confirm this, but you're not going to get in trouble for it.
posted by brook horse at 10:19 AM on October 26, 2021
posted by brook horse at 10:19 AM on October 26, 2021
Seconding brook horse; they were making sure it was ok with your friend that you helped, and getting it on record that you have your friend's permission. This is totally normal and isn't going to jeopardize their benefits in the slightest. There are several of my adult son / granddaughter's things that I am listed on for the same reason; because I understand the tech and the application process, and can help him actually complete it, instead of him getting overwhelmed and giving up.
As a side note: it's not quite as built-in, but still pretty standard, for this to occur in many other realms, too. I've spoken with all sorts of places on the phone on behalf of my adult children, with their permission, and a small handful of times for an ex-partner or friend. (Examples include: the IRS, colleges, unemployment, banks, the DMV, government offices, etc.)
What usually occurs is this: they're confused about a letter they received, how something works, how to go about doing something, etc, or just plain overwhelmed by the process. They're happy to talk the the person, but don't know how to explain what they need, or who they need to talk to, or what their goal is actually called, or even what they should be asking for.
Rather than simply saying, call this number and abandoning them to it, we will call at a time when both of us are present. I'll put it on speaker, and find my way through the phone tree. When we reach the right person - or someone to guide us, at least - I'll speak, explaining that I am calling for [person], they are right there with me, and they need [as concise an explanation as possible]. They'll ask to speak to [person], and person talks, confirms their identity in whatever way the office needs as usual. Then they will obtain permission to speak with me. Often, they confirm my identity, too, so they have on record who they spoke with. And then we proceed with the call, with both me and [person] listening, but me being the person doing the majority of the speaking, unless it's something they feel confident to handle on their own. It also allows them to have a second person with them who can explain details that they might not catch on their own.
It's valuable in a couple of ways; it reduces the chance that they'll need to call back multiple times, it ensures that they have a resource who does understand, even if they didn't, and it makes them much more likely to actually accomplish the call, rather then put it off indefinitely because they don't know what they need to do. It's sort of like having a tech and/or red-tape translator, if you will.
posted by stormyteal at 3:45 PM on October 26, 2021
As a side note: it's not quite as built-in, but still pretty standard, for this to occur in many other realms, too. I've spoken with all sorts of places on the phone on behalf of my adult children, with their permission, and a small handful of times for an ex-partner or friend. (Examples include: the IRS, colleges, unemployment, banks, the DMV, government offices, etc.)
What usually occurs is this: they're confused about a letter they received, how something works, how to go about doing something, etc, or just plain overwhelmed by the process. They're happy to talk the the person, but don't know how to explain what they need, or who they need to talk to, or what their goal is actually called, or even what they should be asking for.
Rather than simply saying, call this number and abandoning them to it, we will call at a time when both of us are present. I'll put it on speaker, and find my way through the phone tree. When we reach the right person - or someone to guide us, at least - I'll speak, explaining that I am calling for [person], they are right there with me, and they need [as concise an explanation as possible]. They'll ask to speak to [person], and person talks, confirms their identity in whatever way the office needs as usual. Then they will obtain permission to speak with me. Often, they confirm my identity, too, so they have on record who they spoke with. And then we proceed with the call, with both me and [person] listening, but me being the person doing the majority of the speaking, unless it's something they feel confident to handle on their own. It also allows them to have a second person with them who can explain details that they might not catch on their own.
It's valuable in a couple of ways; it reduces the chance that they'll need to call back multiple times, it ensures that they have a resource who does understand, even if they didn't, and it makes them much more likely to actually accomplish the call, rather then put it off indefinitely because they don't know what they need to do. It's sort of like having a tech and/or red-tape translator, if you will.
posted by stormyteal at 3:45 PM on October 26, 2021
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But, the workers are probably more worried about making sure this isn't a fraud situation where you're using your acquaintance's SNAP benefits for yourself. I think if you met their verification requirements and they continued to talk to you, you're fine, and likely they've commented on the case what transpired so other workers will be aware. Their reaction is a protective one towards your acquaintance, and is a good sign IMHO, they're making sure your friend is OK too, like you are. You're probably not the first person, or even the most complicated situation, where they've had to deal with this -- think people who don't speak any english, or severe disabilities, or dementia, etc., who probably need a helper to navigate social services benefits too.
But, generally caseworkers are there to help people who are on benefits; they're not trying to look for any loophole to cut people off due to some arcane rule about who's allowed to help with a case. If your friend has a regular caseworker other than the ones who answer the helpline (which they probably do but may have only seen once when they originaly applied), you may want to have a chat with them and your friend together if you're going to continue to assist your friend with their benefits, to make sure you're doing things correctly. They should tell you what you should and shouldn't do to help your friend keep their benefits and the best way to go about things.
Edit: one last thing: do not call up and claim you're your friend, that will cause trouble.
posted by AzraelBrown at 9:15 AM on October 26, 2021