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Staff Access
Basic Needs
MA Dept of Transitional Assistance (DTA)
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COVID Specific Content
Application: DTA offices still remain closed to the public (as of 9/23). Applicants are encouraged to apply online via DTAConnect. Those without digital access can go to DTA lobbies to access kiosks. DTA lobbies are open, and most are staffed for technical assistance only (not to answer questions about applications/benefits.)
Check the website for locations.
End of COVID-specific content |
Reference - DTA Staff Online Guide - "BEACON"
Programs
DTA is the state agency that administers the cash assistance and nutrition programs:
Additional programs one can apply for at DTA include:
- EA (Emergency Assistance) family shelter program
- NOTE: DTA offices are NOT currently open to the public. Apply via phone: 866-584-0653. When DTA offices are open, families should report to one of the specific DTA office that have DHCD workers deployed there and ask for the DHCD Shelter/Housing worker.
- DTA does NOT administer EA; DHCD (Dept. of Housing & Community Development ) workers are assigned to DTA offices to take these referrals (DHCD offices are not staffed to accept EA referrals). Note the DTA and DHCD computer systems do not speak to each other; families will need to provide information and documentation to DHCD even if that information is already in the DTA system.
- EA telephone intake: .
- Funeral and final disposition expenses for indigent persons may be covered by DTA.
- DTA pays for limited final expenses for any person who was without sufficient resources or financially responsible relatives to pay for funeral and final disposition expenses; or any person whose identity is unknown and found deceased. More information in our Resources for Final Arrangements packet (see "Indigent People through the Department of Transitional Assistance [DTA]" in Burial Funds section).
See also: Overview of Community Resources patient handout
(6/19) ( Spanish version, Haitian Creole version, Portuguese version, Traditional Chinese version) or see resources in nearby states on our CRC Patient Handouts page
Find a Local Office
Due to temporary COVID-related closures, check to see if an office is open before suggesting a client go in person. DTA has put a banner up on Mass.gov/DTA with a link to local office information - check on a particular office. Or check DTA’s Twitter.
DTA Offices - Search by Town - Mass.gov
DTA Office LIST (Created by and thanks to Lindsey Krenzel)
COVID Specific Content
DTA offices still remain closed to the public (as of 9/23). Applicants are encouraged to apply online via DTAConnect. Those without digital access can go to DTA lobbies to access kiosks. DTA lobbies are open, and most are staffed for technical assistance only (not to answer questions about applications/benefits.)
Check the website for locations.
DTA is focusing on supporting clients with limited access to technology and those who cannot safely access DTA’s online services (such as survivors of Intimate Partner Abuse and people experiencing homelessness) by opening lobbies and interview rooms for clients to use self-service kiosk, scanners, and phones to:
- Drop off or scan documents
- Apply for SNAP (food assistance) and TAFDC or EAEDC (economic/cash assistance)
- Complete SNAP recertifications
- Request replacement EBT cards to be mailed
- Access services through the Assistance Line or be connected to appropriate DTA staff
Offices will accept walk-ins; no appointment is needed.
Staff will be available to assist with self-service kiosks.
More information.
End of COVID-specific content
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All DTA Offices are open 8 AM to 5 PM Monday through Friday - but please note that at this writing only lobbies are open with self-service kiosks. See aqua box above for more.
More Information & DTA Communications
DTA website
DTA My Account Page (MAP)
DTA eNotifications- Pros & Cons
DTA Connect- Mobile App
DTA Connect is a free mobile app that can be downloaded for iPhones at the App store or for Androids on Google play. DTA Connect can be used on a smartphone or tablet (such as an iPad). Once the app is downloaded, clients can log in with their Social Security Number and year of birth to see information about their case.
DTA Connect includes a lot of case information, such as monthly EBT card balance and recertification due date, copies of notices sent in the previous 90 days and whether documents submitted in the previous 90 days have been processed. You can send DTA verifications or documents by taking a picture in the app. Documents will go directly to the client's case record. This means a DTA worker can review them much faster than if you fax or mail documents. Make sure that the photo of the document is well lit and not blurry so DTA can clearly read it! You can also use DTA Connect to update DTA with current contact information
Help Using DTA Connect | Mass.gov
More information:
DTA Telephone Assistance Line Tips
- 877-382-2363
See DTA's "roadmap" of the phone system/voice-mail prompts and the options / information that will be shared with callers. (5/21)
To reach a live DTA worker:
- For clients 60+, call the Senior Assistance Line at 833-712-8027
- Call 877 382 2363 - if calling to do a phone application, press 7 right away.
- For clients applying for or getting cash and SNAP, if you can’t reach the case manager call their supervisor or the local office manager.
- If you/your client can’t get help + DTA benefits are denied/delayed as a result, call the DTA Ombudsman's office- 617-348-5354.
Advocacy Tips During Times of High Call Volume
- For older adults age 60+: Call the Senior Assistance Office and leave a voicemail if the wait times are too long. (833) 712-8027. Let MLRI or the DTA Ombuds office know if you or your client are either unable to leave a VM, or if your client doesn’t hear back within one business day!
- In-person help: For people with urgent issues who are able to do so, go to a local DTA office during business hours.
- The DTA Ombuds office: Call the Ombuds at 617-348-5354 and leave a voice mail. Note, the ombuds may also be backed up if the Assistance Line is hard to get through.
- Document all attempted calls: if you or your client cannot get through to the DTA Assistance Line, we urge you to track the attempted calls. This could be important to show a delay was not the client’s fault if they were trying to reach DTA to file an application (and establish the start date for applying), doing an interview timely or otherwise showing proof of their attempted calls to keep or boost benefits.
- Request a fair hearing: for people facing a SNAP termination or reduction and who can’t reach a DTA worker quickly for help, they can always request a fair hearing if they disagree with DTA’s decision to stop or reduce their benefits. If an appeal request is filed before the date the termination or reduction goes into effect - unless they are at a Recertification point - their SNAP should continue until the appeal is decided. Here is more information on filing an appeal.
- Source/more info: MassLegalServices.org (8/23)
DTA Communication tips
Video Remote Interpreting (VRI) should now be available at ALL DTA offices.
VRI is an auxiliary aid to communicate with Deaf and hard of hearing individuals using remote American Sign Language (ASL) interpreter services.
To help improve residents’ knowledge of features available at a local office, DTA has updated our mass.gov local office pages to include accessibility information. This new section includes information on the eight-language client-facing pictorial communication board, access to a Client Assistant Coordinator (CAC - disability access specialists), availability of clear masks, and that VRI technology is available as well as the ability to request an ASL interpreter or CART provider. (From: DTA October 2022 Advisory Board Updates, shared by Victoria Negus, MLRI, October 18, 2022.)
For more information, see the DTA Online Guide.
DTA Online Guide - staff reference includes details about programs, DTA Transmittal Updates, DTA staff "News You can Use", notices, etc.
Significant Barriers
If you have a significant barrier that prevents you from going to a DTA office to complete an application, please contact the DTA Ombuds Unit at 617-348-5354. They may be able to arrange a telephone interview for you so that you can apply for TAFDC benefits without visiting an office in person.
Accommodations for those with Disabilities and disability "Client Assistance Coordinators" (CACs)
Examples of accommodations may include conducting phone interviews or coming to the hospital or a patient's home if a disability requires it. See Extra Assistance on our TAFDC page for more information.
To help improve residents’ knowledge of features available at a local office, DTA has updated our mass.gov local office pages to include accessibility information. This new section includes information on the eight-language client-facing pictorial communication board, access to a Client Assistant Coordinator (CAC - disability access specialists), availability of clear masks, and that VRI technology is available as well as the ability to request an ASL interpreter or CART provider. (From: DTA October 2022 Advisory Board Updates, shared by Victoria Negus, MLRI, October 18, 2022.)
DTA Ombudsman
Problems with DTA that you can't resolve on your own? DTA not living up to its obligations to assist with language or accessibility rules? Contact the DTA Ombuds Unit at 617-348-5354 for assistance (not limited to advocates; patients may reach out on their own).
For People Experiencing Homelessness
The Department of Transitional Assistance (DTA) is rolling-out a new homelessness liaison role. As they ramp up, the liaisons aren't yet working directly with people experiencing homelessness, but are contacts for advocates and providers to address barriers families and individuals without housing are experiencing in accessing DTA services.
(NOTE: this assistance is for DTA-administered programs: TAFDC, EAEDC and SNAP. DHCD administers EA family shelter, not DTA.)
See the current contact list for the DTA Homeless Liaisons. (5/21)
For Immigrants
Language Access Rights
Will DTA report undocumented immigrants?
Only if workers are shown final orders of deportation. See the DTA brochure What Non-Citizens Need to Know - available in English, Haitian Creole, Portuguese, Spanish, Chinese, Khmer, Russian and Vietnamese.
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