Supplemental Nutrition Assistance Program Certification Notices: Technical Assistance for New Mexico

Project Overview

Under one of four task orders that are part of the U.S. Department of Agriculture’s Food and Nutrition Service’s 5-year, sole-source Supplemental Nutrition Assistance Program (SNAP) Process Improvement IDIQ, Insight provided technical assistance to New Mexico Human Services Department on reviewing SNAP certification documents and notices and improving the notices. The overall goal was to ensure compliance with federal program requirements and provide recommendations for present and future notice improvement, with an expectation of fewer missed interviews and client errors, reduced churn and administrative costs, and improved timeliness and efficiency.  Specifically, Insight—

  • Developed a Notice Review Tool to guide a systematic and comprehensive review of SNAP notices for conformity with federal policy requirements and application of best practices in readability, comprehension, and presentation for both English- and Spanish-speaking SNAP customers
  • Conducted two in-person site visits to (1) collect qualitative data on the uses and functions of the notices through interviews and focus group interviews with SNAP staff and clients and (2) carry out walk-throughs and job shadowing to understand the processes behind the notices
  • Reviewed 14 SNAP sample notices and notice storyboards
  • Developed 15 detailed recommendations and provided leadership for two Joint Application Design sessions to implement suggested recommendations to improve the notices


Notice Review Tool; final report