Call Center Hell With Medicaid Custys

Gotta stay anonymous on this one, or the gub-mint will get me...

Now, I agree that working in sales, tech support, billing, etc is extremely frustrating, but you do not know true pain until you have worked in a call center for government benefits. Sweet Merciless God.

The company I worked for was contracted by the state's Health and Human Services Commission to take calls from people calling about Medicaid, food stamps, and Temporary Assistance to Need Families, which is a cash benefit (That's right. They just give people cash). Anyhoo, take a gander at this fine example of a human being.

Client: I just got a letter saying that my food stamps are going down! How the hell am I going to feed my kids with $290 a month?! Why did my food stamps go down?!

[After looking through their case]

Me: OK it looks like when you were approved for $370 per month the income we were counting was your Unemployment Benefits and child support that you receive for Child 1 and 2...

Client: Yea and that's still the only money I get!

Me: Last month we received an alert from the Office of the Attorney General stating that you started getting child support for Child 3. The increase in income is why your benefit amount went down.

Client: [Doesn't even care that I just caught her lie] So the more money I get the less food stamps I get?! That's BULLSHIT!

Me: Yes ma'am, your income does determine your benefit amount.

Client: But I have bills! I have to pay for rent, light, internet, cable, BLAH BLAH BLAH! I can't afford all of that AND food!

Me: Your rent and electricity are taken into consideration when determining your benefit amount, but case workers do not consider cable, internet, and cell phones to be shelter expenses, so those aren't counted.

Client: So you're saying my kids just have to starve then?!

Me: No ma'am, I'm not saying that. If you need more food assistance I can refer you to food banks in your area.

Client: I'm not going to a food bank, they only have cheap food there!! (click)

Needless to say my routine went like this: Log in at 8am. Repeat that call about 40 times. Log out at 5pm. Get drunk on the weekends. Yell at the sky.

 

 

Comments

[Nick]

What an entitled person that woman sounded like.

Food is food, it doesn't matter if it is cheap or not. It keeps you alive. Generic "rollie o's" taste the exact same as cheerios.

I have a roof over my head now, it leaks, but the fact that I have a semi-dry place to sleep and it's mine ROCKS! Not everyone is even able to enjoy that.

[Nobody]

I have some very unpopular opinions of the food stamp program. I think it should be edited so that each month recipients can only use a certain (low) percentage of their food stamps benefits for things like candy and soda. What with computerized cash registers these days, it wouldn't be hard. I also think those cards should be able to be used for things like toilet paper, diapers, and soap. But everyone thinks I'm nuts. (And they may be right.)

[The Last Archimedean]

I think they shouldn't be allowed to buy candy and soda with food stamps, peiod. Or any alcoholic beverage. Only reasonably healthy foods.

[Former 5 Star Slave]

Actually, Nobody, I really like your ideas. Unfortunately, the political wrangling it would take to get it to that point, let alone the lobbying by the junk food industry, makes it a sad pipe dream for now.

[Hellraiser]

That woman must be a really dumb shopper. My mom grocery shopped for a family of 4 (along with 3 dogs and an always-too-many number of cats) on that amount or less each month for 4 years. And while we didn't get the fancy stuff, we never went hungry. You don't have to be an extreme couponer to do it either.

[Spritzy]

In Illinois anyway, Alcohol is not allowed on food stamps...neither is ready-to-eat foods like the pre-cooked fried chicken from a grocery store deli.
While I agree that people SHOULD choose more healthy items with their food stamps...we dance a fine line on the level of govt control that is held over people on FS. I'm sure there would be quite an outrage over the govt saying what people can and cannot eat...we get a lot of that over public school lunches...just think of what it'd be like if it happened for people's entire food options (plus our govt isn't well known for being very smart in regards to what it deems "healthy"...they tried to classify pizza as a vegetable for pete's sake!)
I think I remember back in the olden times of my youth, there was govt issued food instead of or in suppliment of FS. My mom would go to a some govt building and they'd be handing out pre-determined boxes of assorted foods...what you got was determined on your benifets and how many people there were in the household...it was mostly basics like butter, flour, eggs, milk, canned veg. I remember the plain white lables with basic black print on the packages.
I know that some people choose what is considered to be less healthy foods...like box dinners and ramen soup...because it's less expensive and they can get more bang for their buck and the food doesn't spoil as quickly.
I wouldn't say that certain foods should or shouldn't be allowed on FS...but maybe that some things should be encouraged (maybe allow a discount on fresh fruit and veg?) and other things discouraged (maybe set a quantity limit on expensive "luxury" items, like lobster tails) People could buy whatever they want...but could get..like...I dunno...bonus points for buying healthier options or store brand vs name brand. I dunno...It's a complicated situation.

[Chelly]

I really like that idea of yours Spritzy, it's a shame that it would be difficult to implement. I agree with the concern about government control too.

[Karebear]

I'll admit I get food stamps each month. However, I used to be happy with the amount I got, a little over 200 a month (think it was 210) because it was enough to feed me and my son, and still have enough left over. Well, along came baby number 2 and they raised my food stamps. I started getting. over 400 a month. I tried asking them to lower it, turned in pay stubs and all that jazz,and they raised it even more. >.<

Now I'll buy extra canned goods and donate them to the food pantries, or small things of formula and donate them to girls at the pregnancy clinic. I do this mainly because I feel bad for having the extra food stamp money, and feel slightly better that its going to others. :-)

[Racket_Man]

There was some talk about a year ago about letting FS recipiants buy things like McDonalds and Pizza Hut (which the large fast food companies were literally salavating over --- yeah all that new income stream at the expence of say delivery drivers). F___ that stuff.

Everyday I see FS people buying soda and candy and chips at the gas station I use. half of the time we are talking not just one but multipule items.

OH and let us not forget about (as we in the delivery industry call it) Welfare Week -- ie. the first 5 - 7 days of EVERY SINGLE MONTH when the FS and cash benefits and child support money recipiants use some of that "hard earned" welfare cash to purchase $30 - $40 worth of delivery pizza at least 3 or 4 times in that week. Universally hated among delivery drivers as joke tippers or straight stiffers, but our companies LOVE it for the income stream.

[Jr Manager]

In VA you cant buy any beer or wine on fs. As a member of a store i have a few thigs to say about fs, welfare, and a program in VA called WIC.
First off WIC stands for Women, Infants, and Children. Now this program sends out checks that specify exactly what you can buy. Down to the brand and size. Although these checks take longer to process they are absolutely amazing because people cannot use the funds for unnecessary items.
Welfare... Now to get started i talk to customers on welfare, and most agree with me and our staff. If you need welfare, let the government have better control of your funds. Let them see what you pay and audit you every so often so you are not wasting taxpayer money. And thank god 3 states have started the law if you want welfare, you have to take a drug test. Its not taking away your freedoms. It is ensuring those who truely need it get it. Also why cant you take a drugtest? I have to take one to have a job and to help pay taxes and support you. Shouldnt you have to take one to be supported?
FS, ok i have a few issues with them. I have seen customers come in with their kids buy $100+ of food, snacks, and soda on FS. And then put the stuff in the car and come back and pay for $50 of beer In CASH. If they can pay for that use the cash on food and dont use as much FS. Also i have a coworker who is on fs too because she needs extra support. Now she and several other employees recieved raises, and this put her over the basket line for herself and her FS are being revoked even though she can barely make ends meet. Shouldnt a lady who can barely pay rent and utilites recieve FS benefits over people who use FS and still buy massive amount of tobacco and alcohol? Oh and those people also have tried to buy formula on FS then return it for cash.... Trying to cheat the system.
I agree spritzy the system needs to change.

[Book Baby]

I grew up on food stamps (and remember surplus groceries as mentioned above). We bought NO crap--chips and pop we got only at Christmas and New Year's Eve. We also had a garden and hunted and fished. Junk food? WHAT junk food?

I firmly believe that there is a need for SNAP (today's name for food stamps). However, I see any folks who are just hanging out, smoking a cigarette and drinking a Pepsi while using their SNAP card to buy only junk food. If you have money for smokes, you do NOT need SNAP. Use your cash to buy produce, fresh dairy, etc. I understand that you need to buy something as a treat for yourself, but don't spend it ALL on junk!

[Government peon]

I'm interested in a lot of this because - guess what I do for a living? I DETERMINE the eligibility, issue over payments, fraud, etc. Yep, I'm one of the "evil" eligibility workers - clients hate me for obvious reasons, others hate me because I "give away" money.

To address some points above - you can't buy paper or household products with food stamps - it's for food. BUT (same card), you can use your "tanf" or "Cash aid".

As for alcohol - in no state can you legally buy alcohol with your FOOD STAMP benefits (but I think the cash aid should be restricted on this as well). I've seen women (since 90% of cash recipients are moms) pull out cash then go get weed, no joke. But if you see it happening where the business allows someone to use their food stamps to get cash back (not someone who is on cash aid), you can refer it to the USDA and that business and anyone involved can be punished.

@Racket man - that program for using it at fast food joints was aimed only at elderly and homeless and those who didn't have access or ability to prepare their own food. And the first 10-14 days of the month are busy at my office and then again from around the 20th on. Yep, we get six days of lull and by lull I mean when we bust our butts to try to get caught up because we're understaffed and some are under skilled.

@Jr, the only down side of WIC is that "nutrition centers" will actually charge the state the maximum they're "allowed" to charge and thus, cost additional money to the state (avoid them). For example, regular grocery store has, say, cherrios for 1.99. The state allows them to charge, say 3.50 per box. The nutrition center will charge the full 3.50.

For the last couple years, we've been trying to change the model system which is based on an out of date 1960 something model which assumes you spend one third of your income on food (instead of the 40 or more % on housing).

Trust me, there are many stories I could tell, but I can't because I signed a confidentiality agreement and I've edited this like ten times trying to keep any identifying information out (state, name of programs, accomplishments). Yes, it's THAT bad.

[Ted the 'Flayer]

Jr: The problem with drug-testing people on government assistance is that it's MASSIVELY expensive. As in, the very few people that fail (fewer than 2% on average) don't make up for the massive amount of spending that the state does to fund it. Florida spent millions of dollars on drug tests, but only got less than a million back. When you find that the people that can't pass a drug test are statistically insignificant from a mathematical perspective. It's another wasteful program that makes the 1% happy that costs the rest of us millions so they can feel like they're sticking it to those damn dirty peasants.

Also I don't know what it's like in your community, but about 10 years ago I had to hit up the food bank for food. Food bank food is not only cheap, it's rotting and in some cases years out of date. Food bank food is literally garbage that normal people throw out but for some reason thinks giving it to poor and desperate people makes them good (in fact, I think if you give something to a food bank that you would turn down yourself, you're a freaking MONSTER and need to be punished). Did I eat it? Yes, I was desperate. But every bit of the green sludge that used to be canned green beans back in 1994 that I ate burned into my mind that charity is a freaking crock of crap and to never ask for it again.

Food stamps? I'm white, male, and childless. I'd have to shoot my own leg off to get them, and that doesn't seem productive.

[Govt peon]

@book baby, Snap is the federal name, many states have different names for it. But it's still an ebt (electronic benefit card).

The ebt card can be used at farmer's markets and for the golden share foods. And you don't have to be a snap (we don't use that term in my state, sorry) recipient to get the golden share foods, and yes, I've bought it too. It's awesome.

[hiya]

:::waves::: Hi, I'm Hiya, and my family is on food stamps. I have a lot of issues with the system.

We're on it because my husband (who just turned 40) has cancer and is totally disabled. I can't work because he needs someone to take care of him full time. So there you go.

I have a family of 4. All they take into account is the family size, not the age of the children. My 13 growing 13 year old eats like a freaking man lately. I can't keep up with him. He easily rips through bunches of bananas and dozens of yogurts a month. But I get the same allotment of FS money for him that someone else gets for their 5 year old. That, to me, makes no sense.

We recently had our food stamp amount decreased because our social security amount went up. But the price of groceries has skyrocketed, as has gas. So now I'm spending more out of pocket for food.

I think the food stamp program should be run more like WIC where specific items are covered. I see people buying carts full of pop and chips and using their FS card. That's not right. Also, it's cheaper to buy shit Spaghettios than a head of cauliflower. It's cheaper to buy crap canned fruit salad than it is to buy grapes and apples. So people who really need to stretch their money will buy fattening unhealthy food so they get more bang for their buck. That's another reason why I go through our money too quickly--I'm buying real fruits and veggies and good meat, not chicken nuggets.

And yeah, I buy steak and shrimp and fresh fish. My husband's hemoglobin runs low from chemo so I load him up with lean red meat. Shrimp and fish are good lean proteins as well. I also buy pomegranates, kiwi, hummus, and other more expensive food because I refuse to give my family Chef BoyR D.

[hiya]

Oh, and I think phone (not cell, house) and internet need to be taken into account when figuring out monthly expenses. With kids in school, they now NEED to have internet access at home for assignments, research and regular homework. One of my son's textbooks is only available online. Going to the library just isn't an option anymore with a school aged child.

[Nomnom]

The problem with prescribing foods, like the WIC program, is that a lot of times what you are allowed to buy may not line up with your family's needs, or how you want to feed your family. "Don't let poor people buy junk because they are too stupid to thing for themselves" sound great an all - except not all poor people are stupid. Lots of people are poor and need food stamps for a variety of reasons (I should think the retail slaves here would understand that).

But back to how WIC's allowances may not match up to how you want to feed your family. It varies from state to state, but often times WIC only provides $7 month for fresh fruit. Yet it provides much more in terms of sugary fruit juices. Since WIC has to contract with food companies, you can only buy X brand in X size - god forbid you pick up the wrong size. And of course, making things from scratch is healthier than overly processed food. With WIC, your ability to make HEALTHY choices is limited just as much as your ability to make UNHEALTHY choices. So please think twice before spouting off that people shouldn't be allowed to choose what they buy.

[NC Tony]

The main problem that we see a lot of the time is that there are so many dishonest people out there who cheat the system, and the people that don't cheat the system are the ones who get screwed because the cheaters don't get caught. So while you're honestly using the system to feed your family, some asshole is cheating the system making it harder on you and the other people who try to work within the system.

The other problem (and I think Government Peon can back me up on this or correct me if I'm wrong) is the offices are most times understaffed and buried under mounds and mounds of paperwork, and don't have the time or resources to catch all the people that cheat the system.

[Govt Peon]

To Hiya - there are three deductions the in the current model of determining benefits. Power (which considers that you pay for power, communication, etc) is the highest (and it's more than my power, water, my portion of my cell phone and my FULL communication bill), then there's the "I pay for two or more utilities" is the second. Then there's "Telephone/communcation" only, which is less than $30.00 (sorry, I have to be vague on the amounts). We're currently trying to make recommendations to higher ups to use a different model to determine benefits. The determinations currently are based on poverty level, so as your income goes up, you are expected to shoulder more of the food costs. (I remember watching some life-time documentary on JK Rowling with Poppy Montgomery where she pointed out similar).

NC you are completely correct. We are generally buried under paperwork and in fact, the program I work in has been neglected because it "wasn't important" at the time and now it's coming to bite us in the butt. Based on case load to staff ratio - if we split it by cases per person, there would be about 600 cash aid, 1300 Snap, and about 1000 medicaid cases PER PERSON. For comparison, someone working on only one type of aid would max have 200 cash OR 350 snap OR 500 medicaid - not all three programs.

We've even hired approximately 150 people, and these are the numbers AFTER the 150 were hired.

And if YOU suspect fraud, be our eyes and ears - google your state and/or county and have that welfare fraud number on hand. I know I do.

Okay, back to the grindstone (aka my lunch is almost over and typing on my phone is hard).

[maya marie]

wouldn't it be easier to make them take a quick class about nutrition then to restrict what they can buy? give them recipes for quick meals and sample grocery lists so they can have an idea of what is better to eat?

[Govt peon]

Knowing and choosing to do so are two different things.

[anon]

@ Govt Peon--Last year I knew about a warehouse club style store that allowed people with food stamps to use their food stamps to get a membership. I don't know how it was done, but they found a way. I tried to call our local food stamp office, I even went to them in person, but all they wanted was the names of the people who were using their food stamp card to get a membership there. I didn't know the name of the people only the store. But they told me without a case number they could not go after the warehouse. Do you know if that is true?

[Spritzy]

Maya MArie: I also thought that education on healthy eating and education on how to keep a budget (to use the FS and any income most effectively) would be good ideas. However, having those programs would be expensive for the Govt to hire and train teachers. Getting people to actually attend and "pass" the class would be difficult. And the people who would most need the training are those who are overly entitled (thinking that they "deserve" more FS cause they had to upgrade to a new Iphone and dont have as much cash now) and the cheats (who do things like buy baby formula and then return it for cash to buy alcohol, cigarettes or drugs)
The people who need the FS the most, people who are truely in need, often already know how to make money go as far as it possibly can, cause they have no choice otherwise. And they know that the canned meals and box dinners are unhealthy, but ounce for ounce, are less expensive than fresh foods.

[Nick]

I just read a news article about a clerk who was fired. Apparently this lady didn't allow this kid to buy smokes with his food stamps. She was fired for this.

My understanding is that smokes is one thing you CANNOT buy with food stamps.

[Grendus the Former Self Check Guy]

@Nick: can you give us a link to the story? It's possible that, for example, the woman refused to let him buy smokes with cash/debit after he payed with food stamps, which is a fireable offense in pretty much any chain store.

[Nick]

Here you go.

http://www.sentinelsource.com/news/local/clerk-loses-job-over-stand/article_87627ed5-5d4e-5ff0-a781-f14deb034771.html

Regardless, The kid should have shown ID for those cigarettes.

[Govt peon, aka the gman's pee man.]

Anon. This actually just came up. You need to call the USDA to report a business, and the local welfare office for the individual.

I only know the investigator for my region. You can look up the USDA website. Fraud is my specialty, every year, I find fraud (gross and blatant) which amounts to more than my salary (including benefits). If we stomp out fraud, we can help more people at higher amounts!!!!

[WMDKitty]

Re: Drug Testing

This falls under the heading of "Unreasonable Search and Seizure". That is, the government can NOT ask you to take a UA WITHOUT reasonable cause. (And no, applying for benefits is not "reasonable cause".)

So, in addition to being expensive and stupid, it's ILLEGAL.

And you're not going to catch the worst druggies via UA -- things like meth and alcohol pass through the system in a matter of days, while trace amounts of other, far less harmful drugs, can and do linger in your system for a month or more. What this means is, you're going to catch the guy who likes to smoke a joint on Friday nights, but the raging alcoholics and meth-heads who are trading their benefits for their drug of choice, will just skate right on by.

What we need to do is end this War on (some) Drugs, and enact a sensible regulatory policy similar to the ones we already have in place for alcohol and cigarettes.

[Govt peon, aka the gman's pee man.]

How about the fact that federal law requires recipients to work? Including working in offices where every single OTHER person is drug tested (btw, it's a drug and alcohol screening with little to no notice) and accidents also require immediate drug/alcohol screening.

I think if they're eligible to work benefits, supportive services, etc, it's not UNREASONABLE to expect a drug test. And just fyi, recipients now have to complete drug testing if the place they're volunteering requires them too.

And when I worked for law enforcement (not as an officer) I even had to do a lie detector and we explicitly had to agree to, ”you may not violate any laws, including local, state or federal”, including the dumb laws like not using cough syrup at work.

[Govt peon, aka the gman's pee man.]

”Oo”ps, find the error on that last one. (to, not too)

[Govt peon, aka the gman's pee man.]

How hilarious that this is still on my phone's website, I was just reduced to tears.

Please remember that you might be mad at the system, but I'm still a person. The person was horrible, but still admitted I gave the best customer service.