” Charles Tobin Regional Program Director 645-1927 Charles Tobin Regional Program Director 645-1927 Libby Albert Supervisory Program Specialist Program Integrity Branch 705-1359 Libby Albert Supervisory Program Specialist Program Integrity Branch 705-1359 Young Ihm Supervisory Program Specialist Program Operations Branch 645-1909 Young Ihm Supervisory Program Specialist Program Operations Branch 645-1909 Jackie Bourne Lead Program Specialist 293-3717 Jackie Bourne Lead Program Specialist 293-3717 Jodi Gonzalez Lead Program Specialist 705-1358 Jodi Gonzalez Lead Program Specialist 705-1358 Dawn Baker Lead Program Specialist 633-5504 Dawn Baker Lead Program Specialist 633-5504 Vacant Program Specialist Vacant Program Specialist Jemellee Manaoat Program Specialist O 645-1908 Jemellee Manaoat Program Specialist O 645-1908 LaKisha Strong Program Specialist 645-1902 LaKisha Strong Program Specialist 645-1902 Vacant Program Specialist Vacant Program Specialist Duy To Program Specialist 437-8803 Duy To Program Specialist 437-8803 Rod Coatney Program Specialist 228-3110 Rod Coatney Program Specialist 228-3110 Vacant Program Specialist O Vacant Program Specialist O Curwin Lancaster Program Specialist 705-1353 Curwin Lancaster Program Specialist 705-1353 WRO Supplemental Nutrition Assistance ProgramWRO Supplemental Nutrition Assistance Program Brian Solomon Program Analyst Employment and Training 744-3643 Brian Solomon Program Analyst Employment and Training 744-3643 Jessica de Barros Barreto Management Analyst 645-1921 Jessica de Barros Barreto Management Analyst 645-1921 Jason Levandowski Program Specialist O 228-3108 Jason Levandowski Program Specialist O 228-3108 Bradford Williams Lead Program Specialist 744-3801 Bradford Williams Lead Program Specialist 744-3801 Ernest Stein Program Specialist O 705-2333 Ernest Stein Program Specialist O 705-2333 Vacant Program Specialist O Vacant Program Specialist O Clay Jones Statistician 645-1913 Clay Jones Statistician 645-1913 Barbara Utuchian Program Specialist 645-1939 Barbara Utuchian Program Specialist 645-1939 Tiyanika Keller Program Specialist O 645-1935 Tiyanika Keller Program Specialist O 645-1935 Andrea Gaines Program Specialist 705-1342 Andrea Gaines Program Specialist 705-1342 Vacant Program Specialist Vacant Program Specialist All phone numbers are area code (415) 11 SY for Program Integrity 30-40-90-0030-20 18 SY for Program Operations 30-40-90-0030-10 (1 branch chief, 16 program specialists & 1 statistician) O indicates one of the six QC only position 3 SY for 30-40-90-0030-00 32 SY total for division As of October 12, 2021 Barbara Smith Program Specialist 705-2229 Barbara Smith Program Specialist 705-2229 Pandora Lewis Program Specialist 293-3722 Pandora Lewis Program Specialist 293-3722 D’Artagnan Gippson Program Specialist 705-1365 D’Artagnan Gippson Program Specialist 705-1365 Megan Stupi Program Specialist 645-1923 Megan Stupi Program Specialist 645-1923 Vacant Program Specialist Vacant Program Specialist Rachel Page Program Specialist 645-1940 Rachel Page Program Specialist 645-1940 Vacant Program Specialist Vacant Program Specialist Page 1 10\/20\/21 State Primary Contacts State Primary Contact Alternative Contact QC Lead QC Primary Reviewer SNAP Alaska Rachel Page Jackie Bourne Dawn Baker Rodney Coatney California Barbara Smith Jodi Gonzalez Dawn & Bradford Duy To Guam Megan Stupi Jodi Gonzalez Dawn Baker Rod Coatney Hawaii D’Artagnan Gippson Jackie Bourne Bradford Williams Curwin Lancaster Idaho Megan Stupi Jodi Gonzalez Bradford Williams Jason Levandowski Nevada LaKisha Strong Jackie Bourne Bradford Williams Ernest Stein Oregon Pandora Lewis Jackie Bourne Dawn Baker Tiyanika Keller Washington Pandora Lewis Jackie Bourne Bradford Williams Jemellee Manaoat Nutritional Assistance Program (NAP) American Samoa Barbara Utuchian Jodi Gonzalez CNMI Barbara Utuchian Jodi Gonzalez Acronyms: ABAWD Able-bodied Adults without Dependents ALERT – Anti-Fraud Locator using Electronic Benefits Transfer (EBT) Retailer Transactions CAPER Case and Procedural Error Rate CWFIA California Welfare Fraud Investigators Association D-SNAP Disaster SNAP D-NAP Disaster Nutrition Assistance Program (block grant for territories) EA Emergency Allotment EBT Electronic Benefit Transfer EDRS Electronic Disqualified Recipient System EPI Enhanced Program Integrity ER Error Reduction IPV Intentional Program Violation MOU Memorandum of Understanding NAP Nutritional Assistance Program (block grant for territories) NAPIPM National Association for Program Information and Performance Measurement NEERP National Error Rate Review Project P-EBT Pandemic Electronic Benefit Transfer ROQCTS Regional Office Quality Control Tracking System SLEB State Law Enforcement Bureau TOP Treasury Offset Program UCOWF – United Council on Welfare Fraud WIMS Waiver Information Management System Page 2 10\/20\/21 Functional Responsibilities with primary lead Branch Function Primary Lead PI ABAWDs Jodi Gonzalez (Barbara Utuchian backup) PI Administrative Notices and FNS Memos Jessica de Barros Barreto (Jackie Bourne & Barb Smith backup) PI Blue Sheets Jessica de Barros Barreto PI CAPER Young Ihm PI Certification Policy Jackie Bourne PI Claims Pandora Lewis (Jackie Bourne backup D’Artagnan Gippson as a learner) PI CNMI NAP Enhancement Project Barbara Utuchian (Jodi Gonzalez backup) PI Data Analytics Pandora Lewis Ops Disaster: D-SNAP Plans Young Ihm Ops Disaster: D-NAP Plans Jodi Gonzalez PI Electronic Benefits Transfer (EBT) Jodi Gonzalez (Barb Smith backup and Megan as a learner) – Employment & Training (E&T) expansion Brian Solomon PI Employment & Training (E&T) operations Barbara Utuchian (Jodi Gonzalez as backup) PI Farmers Markets (FM) Jodi Gonzalez (Barb Smith as backup) PI FPRS Posting Jessica de Barros Barreto (Rachel Page backup) PI MEMS Coordinator Jessica de Barros Barreto – Misdirected SNAP participant documents Jessica de Barros Barreto (D’Artagnan Gippson backup) – NO contact list maintenance Jessica de Barros Barreto (Libby Albert backup) PI Nutrition Assistance Program MOUs Barbara Utuchian (Jodi Gonzalez backup) PI Nutrition Education (SNAP-Ed) including Pacific Rim Nutrition Collaborative Jackie Bourne, Megan Stupi, Rachel Page PI Pandemic Electronic Benefit Transfer (P-EBT) Jessica de Barros Barreto and LaKisha Strong – Payment Accuracy Young Ihm & Libby Albert Ops Quality Control (QC) Dawn Baker & Bradford Williams PI Recipient Integrity (Recipient Fraud, ALERT, IPV, SLEB and EDRS) Jackie Bourne, Jodi Gonzalez, & Megan Stupi Ops Regional Disaster Coordination (Training & Response) Bradford Williams & Eric Lai PI Restaurant Meals Program (RMP) and communal meals Barbara Smith (Jodi Gonzalez backup) PI\/Ops Share Drive Maintenance Pandora Lewis and Dawn Baker Ops SNAP disaster monitoring and waivers Bradford Williams and Megan Stupi Ops State Exchange Program (SEP) Jessica de Barros Barreto PI State Utility Allowance (SUA) LaKisha Strong Ops Statistical plans and case selection Clay Jones PI Systems Implementation Jodi Gonzalez Page 3 10\/20\/21 (Jackie Bourne & Barbara Utuchian backup) PI Treasury Offset Program (TOP) Pandora Lewis (Jackie Bourne and D’Artagnan Gippson backup ) PI Waiver Management Information System (WIMS) Pandora Lewis (Barb Smith backup) PI Whistleblower Mailbox LaKisha Strong (D’Artagnan Gippson backup) Functional Responsibilities managed by the State point of contact Corrective Action Monitoring Cross-Program Coordination Direct Certification NSLP Demonstration Projects Grants Management Evaluation review coordinator (unless otherwise assigned) Outreach & Program Access Participant telephone complaints (see instructions a subsequent page) Semi-annual Corrective Action Plans (CAP) and plan to address open findings State options Systems Access State QCS and eDRS submit FNS-674 access form to Dawn Baker and Bradford Williams PartnerWeb submit Excel form to Jason Levandowski Public Information Foods eligible for purchase: https:\/\/www.fns.usda.gov\/snap\/eligible-food-items States and Retailer participating in online purchasing: https:\/\/www.fns.usda.gov\/snap\/online-purchasing-pilot https:\/\/www.fns.usda.gov\/snap\/eligible-food-items https:\/\/www.fns.usda.gov\/snap\/online-purchasing-pilot Page 4 10\/20\/21 SNAP Client and Retailer Complaints Anyone within WRO may receive calls from the public regarding their SNAP benefits or SNAP retailer authorization. With Google searches, members of the public may find the phone number of any WRO staff person. While we cannot control who calls us, we can control how we respond. The information below provides guidance on what to do when the public calls. Ask the caller: Are you calling about your SNAP benefits and application or are you a SNAP retailer calling about your retailer authorization or EBT terminal? If: SNAP benefits or application then continue with SNAP Client Complaints below SNAP retailer authorization and\/or SNAP EBT terminal then skip ahead to the last page for Retailer Application \/ EBT Terminal Issues SNAP Client Complaints (for all WRO Staff) Thank the client for calling and show empathy for his or her concern. Tell the client you cannot access his or her records but can pass along information to the appropriate state contact. Ask the client for his or her name, date of birth, SNAP case number (if known), phone number, mailing address, and reason for calling. Email the information to the appropriate State point of contact and the designated back- up. If you receive an out-of-office reply from both individuals, then refer to the org chart and forward to the respective branch chief. Page 5 10\/20\/21 (The information in grey section is for WRO SNAP staff only) Take action on behalf of the client within 24 hours, if possible. Action may include following up with the client for additional information, explaining Federal policy, and, in many cases, forwarding the complaint to the appropriate State agency contact. If you cannot take immediate action, let your Branch Chief know. If you do send externally any personal identifying information (PII), password protection of the E-mail is required so that personal identifying information is secured. PII refers to information that can be used to distinguish or trace an individual’s identity, such as name, Social Security Number, biometric records, etc. alone or when combined with other personal identifying information which is linked or linkable to a specific individual, such as date of birth, mother’s maiden name, etc. File the complaint and action taken in the SNAP Shared drive. State State Agency Client Complaints Contact Alaska
[email protected] California Raj Shandil,
[email protected] (CDSS Public Information) (Do not send complaints to CalFresh Chief, Alexis Fern\u00e1ndez) Guam Christine San Nicolas,
[email protected] Hawaii Scott Nakasone,
[email protected] Idaho Kristin Matthew
[email protected] Nevada Lynette Giles,
[email protected] Oregon Belit Burke,
[email protected] Washington DSHS Customer Relations Unit,
[email protected] American Samoa Lagia Tuala,
[email protected] CNMI Walter Macaranas,
[email protected] mailto:
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[email protected] Page 6 10\/20\/21 SNAP Retailer Application and EBT Terminal Issues (for all WRO Staff) – Thank the retailer for calling and show empathy for his or her concern. – Refer them to SNAP Retailer Service Center at 1-877-823-4369. – Additional information is available on the Retailer Web site at: https:\/\/www.fns.usda.gov\/snap\/retailer – For retailers who have policy questions may email the service center at
[email protected] SNAP Retailer and\/or other inquiries (for WRO SNAP staff only) Retailer Operation Branch (ROB):
[email protected] Joshline Gounder is the Western Region Section Chief and should only be contacted by FNS staff. ROB has the responsibility for managing all SNAP retailer authorizations. Do not share email with the general public. Investigative Analysis Branch (IAB):
[email protected] Jocelyn Keh is the Western Region Section Chief and should only be contacted by FNS staff. IAB has the responsibility for investigation & implementation of retailer sanctions\/disqualifications. Do not share email with the general public. SNAP Retailer Fraud Complaints (for WRO SNAP staff only) If anyone calls with issues regarding potential retailer fraud, please ask for the caller’s name, phone number, the store name, FNS store number (if known), and location. Please email the information to
[email protected] . This address is for FNS, State and local agency personal only. Do not share email with the general public. Eligible foods for purchase https:\/\/www.fns.usda.gov\/snap\/eligible-food-items SNAP entered into a Cooperative Agreement with the National Association of Farmers Market Nutrition Programs (NAFMNP), which operates the MarketLink www.marketlink.org\/ project. MarketLink offers eligible SNAP- authorized DMFs and FMs (A) a card reader and (B) access to Novo Dia Group’s app. Together, the card reader and app allow DMFs\/FMs to process SNAP, credit, and debit transactions on their own mobile device. The card reader and app are provided free of cost for one year. MarketLink staff provide technical assistance to DMFs\/FMs who need help setting them up for operation. MarketLink team can attend sign-up events to accelerate the application process for DMFs\/FMs. Call them at (888) 377-7874 or go to https:\/\/www.marketlink.org\/events . The minimum required attendance for such an event is 20 DMF\/FMs. If you or your staff get questions or hear about DMFs\/FMs that might want to participate in SNAP, or learn of potential sign-up events, please direct them to www.marketlink.org\/, for more information. (information on MarketLink is from Andrea Gold) https:\/\/www.fns.usda.gov\/snap\/retailer mailto:
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[email protected] https:\/\/www.fns.usda.gov\/snap\/eligible-food-items http:\/\/www.marketlink.org\/ https:\/\/www.marketlink.org\/events Page 7 10\/20\/21 State and Retailer Online Purchasing FNS Online Purchasing webpage. https:\/\/www.fns.usda.gov\/snap\/online-purchasing-pilot Retailers that are not currently able to accept SNAP payment online may benefit from the options detailed in the Q & A below. Question: I’m a SNAP authorized retailer and am interested in ways to continue to get food to my customers in light of the social distancing recommendations related to COVID-19. What are some options for me? Answer: There are several options that would allow for a retailer to continue to get food to its SNAP clients in light of the social distancing recommendations related to COVID-19. These include: SNAP client placing their order online or over the phone and picking it up at the store. If the store has a wireless POS the customer would be able to complete the transaction without having to leave their car. SNAP client placing their order online or over the phone and having the order delivered to their designated delivery address. The transaction can be completed using a wireless POS. SNAP client placing their order online or over the phone and designating a person to pick the order at the store using the clients EBT card. The transaction can be completed, using the SNAP clients EBT card, in the store or by using a mobile POS device outside of the store. As a last resort, if you do not have a mobile POS, under these extreme circumstances you can complete a manual voucher which the SNAP customer would need to sign in person at the point the voucher is authorized. Information regarding manual vouchers, including how they are completed and cleared, can be found at: https:\/\/fns-prod.azureedge.net\/sites\/default\/files\/snap\/Manual-Voucher-Process.pdf Manual vouchers must be completed when the client is present to sign it, a retailer is not allowed to obtain the EBT card number remotely (e.g. call or email) and complete the voucher without the client present. Retailers should never accept payment by obtaining a clients’ EBT card number and PIN over the phone. https:\/\/www.fns.usda.gov\/snap\/online-purchasing-pilot https:\/\/www.fns.usda.gov\/snap\/online-purchasing-pilot https:\/\/fns-prod.azureedge.net\/sites\/default\/files\/snap\/Manual-Voucher-Process.pdf Page 8 10\/20\/21 WRO SNAP Staff List Name Email Phone Albert, Elizabeth (Libby)
[email protected] 415-705-1359 Baker, Dawn
[email protected] 415-633-5504 Bourne, Jacqueline
[email protected] 415-293-3717 Coatney, Rodney (Rod)
[email protected] 415-228-3110 de Barros Barreto, Jessica
[email protected] 415-645-1921 Gaines, Andrea
[email protected] 415-705-1342 Gippson, D’Artagnan D’
[email protected] 415-705-1365 Gonzalez, Jodi
[email protected] 415-705-1358 Ihm, Young
[email protected] 415-645-1909 Jones, Clay
[email protected] 415-645-1913 Keller, Tiyanika
[email protected] 415-645-1935 Lancaster, Curwin
[email protected] 415-705-1353 Levandowski, Jason
[email protected] 415-228-3108 Lewis, Pandora
[email protected] 415-293-3722 Manaoat, Jemellee
[email protected] 415-645-1908 Page, Rachel
[email protected] 415-645-1940 Smith, Barbara
[email protected] 415-705-2229 Solomon, Brian
[email protected] 415-744-3643 Stein, Ernest
[email protected] 415-705-2333 Strong, LaKisha
[email protected] 415-645-1902 Stupi, Megan
[email protected] 415-645-1923 To, Duy
[email protected] 415-437-8803 Tobin, Charles
[email protected] 415-645-1927 Utuchian, Barbara
[email protected] 415-645-1939 Williams, Bradford
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[email protected] SNAP Org Chart 2021-10-12 internal SNAP Chart 2021-09-26 internal final.vsdx Page-1 SNAP Responsibilities 2021-10-20 internal ”
