SNAP Application, Interview, and Recertification Updates

DHS is working diligently to improve the telephone system and call center process and thanks the community for their continued patience and understanding. With the large number of individuals and families applying for benefits, and also renewing their benefits, we are experiencing delays and there are longer wait times in reaching the Processing Centers by phone.

We care deeply about you and your family and are working hard to remedy these issues. Please see below for some Frequently Asked Questions (FAQs) and Resources regarding the interview and recertification process for SNAP and Financial Assistance Benefits.

How do I apply for SNAP or Financial Assistance Benefits with DHS?

You may apply online or submit a paper application for benefits.

For online applications you will be provided a confirmation code after completing your application.  Please save this code for future reference.

For paper applications, once complete you will need to print and sign the form then mail it or drop off to a Processing Center near you.

What happens after I submit my application for benefits?

Your application will be reviewed for completeness, and a notice will be mailed to you with a scheduled interview date and time.  Please allow up to one week to receive the notice for your scheduled interview.   Due to the high volume of requests, please do not call or walk in for assistance until  you receive the notice of your scheduled interview.

What is the process when I call in for my interview appointment?  How do I navigate the phone system?

The notice will instruct you to call 1-855-643-1643.  At the main menu, please say “Interview” or press 1 for the main menu to be connected to the interview queue.  Here are some general tips to complete your interview on the phone:

  1. Call Center hours for phone interviews are Monday to Friday, 8:30 a.m. – 3:30 p.m.
  2. Have your case number available when calling. This number is located on the interview notice.
  3. Know your security code (generally the last 4-digits of your Social Security Number). You will need both the case number and security code to connect to a worker for an interview.
  4. When on hold, you will be prompted every 15 minutes to leave a voicemail. If you are experiencing a long hold time, you are encouraged to leave a voicemail that will create a record of your calling in on your scheduled date.
  5. Due to the high volume of calls, it is recommended that you call in on your scheduled interview date. Clients calling in on their scheduled interview date are given the highest priority.
  6. When calling in, please have all necessary documentation (e.g., identification, proof of income, etc.) for your application with you to assist in the interview process.


Do I have the option of walking in for an interview if I am unable to get connect to an EW through the phone?

Yes, you may walk into a Processing Center near you if you do not have a phone or cannot connect to a worker over the phone.  However, please be advised that there may be wait times when walking in to complete an interview.    Here are some general tips when walking into a Processing Center to complete an interview:

  1. Lobby hours for walk-in services at the Processing Centers are Monday to Friday, 8:30 a.m. – 3:30 p.m.
  2. Due to the high volume of walk-ins, it is recommended that you walk in on your scheduled interview date. Clients walking in on their scheduled interview date are given the highest priority.
  3. Walk-ins will be prioritized based on their interview date, as well as the type of assistance needed. Walk-ins are not serviced on a first come, first served basis so clients are discouraged from walking in prior to business hours for service.
  4. When walking in, please bring all necessary documentation (e.g., identification, proof of income, etc.) for your application with you to assist in the interview process.

 

What information should I provide when leaving a voicemail?

If you are unable to reach an Eligibility Worker over the phone, please leave a voicemail with your first and last name, case name (if different from your name), case number, phone number to call you back at, and the reason why you are calling (e.g., calling for an interview, need to follow up on documents submitted, etc.).


If I leave a voicemail or am informed that someone from a Processing Center will follow up with me, how will an Eligibility Worker return my call?

An Eligibility Worker will return your call from the 1-855-643-1643 number, or potentially a blocked number depending on your phone carrier.  If the worker is unable to reach you, they will call a second time usually within 3-5 minutes.   If the worker cannot reach you, they will leave a voicemail with an instruction to call the 1-855-643-1643 number.   Please allow up to one week after leaving a voicemail for your call to be returned.

If a call center agent returns your call, they may transfer you to an interview call center queue that is staffed by Eligibility Workers.    Depending on call volume, there may be a long wait after you are transferred by the call center agent into the interview queue.  You will be prompted periodically and given the option to leave a voicemail for another call back if you are unable to continue waiting after your call is transferred.

How do I receive an EBT card?

An EBT card will be sent to the primary individual of the household, via mail from the Processing Center.  It can take 5-7 days from the date of approval to receive a card due to mail service.  The card is activated when mailed out, but you will need to contact the EBT vendor (Fidelity Information Service) at 1-888-328-4292 to create a PIN for your card.

If you require a replacement EBT card, your current card will be deactivated and you should receive your replacement card by mail in about 5-7 days.  To request a replacement card, call the EBT vendor (Fidelity Information Service) at 1-888-328-4292.

What if I need to report a change in address or household member?

To report a change, please complete the DHS 1470 Change Report Form and submit to a Processing Center either in person or by mail.   Change Report Forms cannot currently be submitted online.

The following changes must be reported within 10 days of the date the change occurs.  If the change involves income, the change must be reported within 10 days of the date the household receives the first payment.:

  • Change of residence.
  • Change in household composition
  • Change in household’s total resources.
  • Change in source of unearned income.
  • Change in unearned income.
  • Change in earned income.
  • Change in legal obligation to pay child support.

What if I was denied and would like to appeal the denial, or appeal another action regarding my SNAP or Financial Assistance case?

To request a hearing, please complete the DHS 1461 Request for a Hearing and submit to a Processing Center either in person or by mail.

Are there organizations that can assist me with the interview and application process?

DHS contracts the following organizations to assist with SNAP outreach, including assistance completing applications and recertifications and gathering documents for the interview.   To contact a SNAP Outreach provider, you may call Aloha United Way 2-1-1 or refer to the following list:  SNAP Outreach Providers.

If an Outreach Provider or other organization assists me, where can I find a Consent Form to give them consent so DHS can speak to them and share information regarding my application/case?

You may complete the DHS 1465 Consent to Release Information to give permission to DHS to release information from records pertaining to you or your family to another person or organization.   The consent should state the specific information that should be reviewed/released, how the information will be used, and how long the consent shall be good for.   The consent form should be submitted to a Processing Center either in person or by mail.

Where can I locate DHS forms, such as the application, consent for release, and change report form?

Please click on the links below to access and download the following forms:

What if I want to apply for P-EBT (Pandemic EBT), is this program still available and how can I apply?    Similarly, I have heard about the Summer EBT (S-EBT) program and would like to see if I am eligible.

The Pandemic EBT (P-EBT) program has ended.   A new program, Summer EBT (S-EBT or ‘Sun Bucks’) started in summer 2024.   S-EBT, also known as Sun Bucks, is a new and permanent program to provide benefits to eligible households with school-aged children to purchase food during the summer.   Eligibility must be established annually.  For more information about S-EBT, please visit Sun Bucks Hawaii or call 1-888-975-7328 for more information.

If you submitted an application between July 5, 2024 through August 4, 2024 and were approved for the Summer 2024 benefit, your approved application will also be used for Summer 2025, and you do not need to submit another application for Summer 2025 consideration.

Please click on the links below for a flyer in English and other languages on how to connect with DHS regarding SNAP or Financial Assistance benefits and any questions you may have.

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SNAP and FINANCIAL ASSISTANCE APPLICATION AND MORE INFORMATION BELOW:

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NOTICE:
EBT (SNAP) Magnetic Stripe Issue for New Cards Received 11/09/20 – 11/17/20 – click here

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FRAUD ALERT:
USDA Warns of Text Scam Targeting SNAP Recipients – click here for more information