Testing SNAP Client Messaging and Application Forms: Cognitive Interview Results

The Food and Nutrition Service (FNS) in the U.S. Department of Agriculture administers the Supplemental Nutrition Assistance Program (SNAP) which provides low-income persons and families with the means to purchase healthy food. FNS provides guidance to state agencies that provide SNAP benefits on communicating program rules and consequences for violation of the rules to program participants in their states. These are referred to as Program Integrity messages and cover four areas: Electronic Benefits Transfer (EBT) card management, eligible and ineligible food purchases, EBT card/benefits trafficking, and fraud reporting.

The Center for Behavioral Science Methods of the U.S. Census Bureau was asked to evaluate the clarity of Program Integrity messages used in a few states and contracted with RTI International to conduct cognitive interviews with SNAP participants. Researchers from RTI International completed 50 interviews with current and eligible SNAP participants to test selections of materials used in each state. The materials were generally found to be clear though some particular issues were found across states:

· Some participants expressed uncertainty regarding whether it was appropriate to allow someone (e.g., another household member) to use their EBT card to make purchases on their behalf.

· Information about eligible purchases often contradicted participants' understanding and experiences, leading to confusion or uncertainty about which items were allowed and not allowed under program rules.

· Information about prohibited activities and penalties related to SNAP benefits trafficking was often unclear because of its presentation within exhaustive lists of penalties for various programs, the use of detailed, legalistic language, and the inclusion of references to seemingly rare activities such as trading benefits for firearms and explosives.

· The term "trafficking" was associated with activities such as drug trafficking or sex trafficking and some participants suggested that a different term be used to refer to the unauthorized buying and selling of SNAP benefits.

· Messages about fraud reporting were clear and well understood by participants but they were often not aware of the importance of reporting fraud and why individuals should report fraud if they see it. Some participants also expressed uncertainty about assurances for confidentiality if they reported fraud.

· In many cases, confusion was caused by wording that was unclear and information that was presented in dense blocks of text and complicated tables.