How do I get information about my SNAP case by phone?

We are in the process of updating the SNAP Advocacy Guide, so some of the information is no longer current.  In the meantime, you can read or download a pdf of the 2022 guide from

Produced by Patricia Baker and Victoria Negus, Massachusetts Law Reform Institute
Reviewed January 2020

Call the DTA Assistance Line at 1-877-382-2363 to hear automated information about your case or speak with a live worker.

Through the Assistance Line’s Interactive Voice Response (IVR) system, you can hear information about your case and report certain changes, 24 hours/7 days a week including:

  • The status of your case.
  • Date that DTA last received a document from you.
  • Amount of your benefits and next date you will have benefits deposited on your EBT card.
  • The address of your local DTA office.
  • Information about DTA’s SNAP and cash programs.

You can also use the IVR to make changes or request information, including:

  • Update your address,
  • Update your phone number,
  • Request a new EBT card,
  • Request a DTA “Income Verification Letter” that shows the amount of your DTA benefits.

Your case information

To get personal information on your case, you need to enter your identifying information (such as SSN and year of birth. If you are worried about unauthorized callers trying to get your personal information, talk to DTA about a “block” on this service. See What if I have concerns about security or access to my case including domestic violence or identity theft?

To speak with a DTA SNAP worker

Call Monday through Friday from 8:15AM to 4:45PM and follow the prompts to reach a case manager. The worker will ask for your name, your DTA Agency ID (if you know it) or your SSN. This helps the worker confirm who you are and look up your case. Be sure to ask the worker for their name and write it down. If you are not satisfied with the call, you can ask for the worker’s Supervisor or local office Manager.

If you are calling because you need to do an interview for an application or recertification, the DTA worker should do an interview on the spot and not tell you to call back later.

If there are long waits on the phone, sometimes DTA allows a “call back” option, meaning a DTA worker will call you back. Be sure to leave a phone number where DTA can reach you in the next 24-48 hours.

If you have an urgent issue and do not have a call back option, you can go in person to a DTA office or call the DTA Ombuds, see How can the DTA Ombuds Office help?.

Advocacy Reminders

  • If you are a helping agency or advocate calling on behalf of a client, let the DTA worker know that a signed client consent authorizing you to speak with DTA was sent to DTA. The worker should look up that information in BEACON. See Appendix C for sample consent form.
  • Individuals and families getting TAFDC or EAEDC cash assistance (and SNAP), have an assigned DTA worker at their local DTA office and will be referred to that worker if they call the Assistance Line.
  • Certain “free” cell phones – such as Lifeline, SafeLink and Assurance – use up limited cell phone minutes for toll free phone calls, including DTA’s Assistance Line. If possible, try to use a landline or the phone of a social service agency line if you have limited cell phone minutes.

DTA Online Guide: Business Process (BP) > BP - Overview > SNAP First Available Worker Model

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