MEMPHIS, Tenn — People in Memphis are frustrated after not receiving their food stamps, with some waiting two, three or even six months.
A distraught viewer said she is scrambling to find other ways to feed her family.
“We got to use bill money, gas money, just any little money that you get to feed your kids,” said Memphis mother of four Falicia DeMello.
She said that’s how she’s been getting by after she stopped receiving her monthly food stamps in Oct. 2023. She said this came without warning or call to renew.
Others have been waiting even longer.
“Last time I got stamps was July 18 (2023),” said Dyshika Lewis.
The inside of the Tennessee Department of Human Services office on Stage Rd. in Memphis was full of people Tuesday afternoon. Those who spoke with ABC24 said it is a common occurrence, as are four-hour wait times to speak with staff, only to be told to expect a phone call that never comes.
“They claim they’re calling us for phone interviews and they’re not calling,” said Sherry Gant, who said she has not had food stamps since Nov. 2023. “But they’re still cutting our cases off as well.”
Lewis and Gant said they were told the reasons for the delay included switching to a new system and/or the staff just being behind.
DeMello said feeding her children comes before everything, but she is running out of options.
Not knowing where else to turn, she called ABC24.
“I don’t know what else to do,” she said. “At least maybe expose them so that somebody can do something.”
DeMello said DHS told her Tuesday she is extremely overdue for food stamps and that she should just keep waiting for their phone call. She said they told her the same thing on Monday.
DHS has faced similar problems across the state, siting new technology as the reason why. ABC24 reached out to DHS for comment on this story and they sent the following statement, adding that they would reach out to DeMello:
"This year, the Tennessee Department of Human Services (TDHS) experienced its largest technology transition since 1992. In June, TDHS launched a new Eligibility Benefits Management System (EBMS) as a part of the department’s broader modernization efforts to provide a single platform for the management of Family Assistance programs (SNAP and Families First) as well as other TDHS programs and services to better serve our customers and streamline case processing for TDHS team members.
With the adoption of any new technology, inevitably it involves a period of adjustment. As we transition from the old system to the new one, there has been a temporary increase in our processing times that we are actively working to mitigate. We have also received an influx of applications, with some individuals submitting duplicate applications which has significantly increased our application workload. However, our staff is working diligently to process cases to ensure that our valued customers receive needed benefits within a timely manner.
We are also actively working to recruit and retain our Eligibility Staff by adding job postings of high priority positions and offering accelerated training of new hires to add to the staff processing SNAP applications. In addition, we are seeking other opportunities to support front line staff and staff answering calls to help streamline our processing times.
We would like to share that customers can now track and manage their cases online using the One DHS Customer portal which has the capability for customers to create an online account and upload documents needed to complete their cases. It is extremely helpful if customers upload all required documents through the One DHS Customer portal prior to the interview. By doing this, cases could be completed during the interview process. For more information, on the SNAP application process and required documents needed, please review the TDHS website. We also strongly encourage customers to learn more about how to manage and track their cases using the One DHS Customer Portal by clicking here, and kindly refrain from submitting multiple applications.
Additionally, we are working with our federal partners and exploring options to better serve our customers. We appreciate everyone’s patience during this time, and we remain dedicated to make continuous improvements."