Quality Control Reviews

Idaho’s Quality Control team conduct federally mandated reviews to ensure the Department of Health and Welfare has correctly processed customer cases and people are receiving the benefits they are entitled to. These reviews are independent from the application and benefits teams within the Division of Self-Reliance.

About Quality Control Reviews

The Quality Control team reviews the Supplemental Nutrition Assistance Program (SNAP), Medicaid, Child Support, and the Idaho Child Care Program for eligibility and payment accuracy.

The reviews collected by the Quality Control team are then analyzed and used for future program improvements which benefits Self-Reliance customers.

NOTICE
Households not cooperating with Quality Control may have their SNAP case terminated and future benefits denied. In addition, your case may be referred to the Integrity Unit for willful misrepresentation.
What happens if my case is selected for a Quality Control review?

Any household that receives Self-Reliance benefits may be randomly selected. Cases are randomly selected each month for review via our State computer system.

For SNAP recipients, we will need to conduct an interview. We schedule a time for you to meet with a Quality Control team member. During the interview you will be asked questions about a specific month you received benefits.

You will also go over your eligibility, by providing the same types of documents you would bring to an eligibility interview. The team member will attempt to assist with any missing documents and will let you know if additional documents may be needed.

For other programs, we will complete a desk audit. Desk audits do not have an interview portion with our team. However, there are times the reviewer may need to reach out to you to obtain or clarify information.

Quality Control and Fair Hearings

The Quality Control team operates separately from the fair hearing process. For more information regarding fair hearings, to report fraud or child abuse, submit a childcare complaint, or to file a discrimination complaint, click the links below:

Appeals and Fair Hearings   Non-Discrimination   
Report Child Abuse   Report Fraud
Contact Us

Have general questions or need help with the review process? Email us using the info below:

Email

SAQC@dhw.idaho.gov

 

QUALITY CONTROL REVIEWER

Angela Olds
Brittany Miller

  Phone:
  208-442-9949

  Fax:
  208-475-5096

  Email:
  Angela.Olds@dhw.idaho.gov

  Mailing:
  823 Park Centre Way
  Nampa, ID 8365

  Phone:
  208-528-5961

  Fax:
  208-235-2820

  Email:
  Brittany.Miller@dhw.idaho.gov

  Mailing:
  775 Lindsay
  Idaho Falls, ID 8340

Cheryl Johnson
David Hegstrom

  Phone:
  208-665-8852

  Fax:
  208-475-5096

  Email:
  Cheryl.Johnson@dhw.idaho.gov

  Mailing:
  1120 Ironwood Dr.
  Coeur d’Alene, ID 8381

  Phone:
  208-235-2916

  Fax:
  208-235-2820

  Email:
  David.Hegstrom@dhw.idaho.gov

  Mailing:
  1090 Hiline
  Pocatello, ID 83201

Kelly Jacobs
Maria Gallegos

  Phone:
  208-786-7315

  Fax:
  208-784-1356

  Email:
  Kelly.Jacobs@dhw.idaho.gov

  Mailing:
  35 Wildcat Way, Suite B
  Kellogg, ID 83837

  Phone:
  208-442-9942

  Fax:
  208-475-5096

  Email:
  Maria.Gallegos@dhw.idaho.gov

  Mailing:
  823 Park Centre Way
  Nampa, ID 83651

Mauricio Guardia
Mirella Reyna

  Phone:
  208-442-9952

  Fax:
  208-475-5096

  Email:
  Mauricio.Guardia@dhw.idaho.gov

  Mailing:
  823 Park Centre Way
  Nampa, ID 83651

  Phone:
  208-442-9965

  Fax:
  208-475-5096

  Email:
  Mirella.Reyna@dhw.idaho.gov

  Mailing:
  823 Park Centre Way
  Nampa, ID 83651

Stephanie Dixon
Stuart Moser

  Phone:
  208-235-2806

  Fax:
  208-235-2820

  Email:
  Stephanie.Dixon@dhw.idaho.gov

  Mailing:
  1090 Hiline
  Pocatello, ID 83201

  Phone:
  208-528-5805

  Fax:
  208-475-5096

  Email:
  Stuart.Moser@dhw.idaho.gov

  Mailing:
  150 Shoup
  Idaho Falls, ID 83402

Frequently Asked Questions

About Quality Control reviews

Why does Idaho complete Quality Control reviews?

The reviews are federally mandated to ensure the Department of Health and Welfare has correctly processed benefit cases and people are receiving the benefits they are entitled to.

What would happen if Idaho did not complete Quality Control reviews?

Idaho could lose federal funding to support benefit programs.

Who completes the Quality Control reviews

The reviews are completed by a specialized team working independently from the applications and benefit management teams and offices.

Why was my case selected?

Any household who received benefits may be randomly selected.

Cases are randomly selected each month for review by Idaho's computer system.

Am I in trouble?

No, you are not in trouble!

Benefit cases are randomly selected each month for review by Idaho's computer system.

Do I have to participate in the review process?

Yes. Households selected for a Quality Control review must cooperate with the review to continue to receive benefits.

How do I learn more about the review process and regulations?

You can find out more by clicking the link below:

https://www.fns.usda.gov/snap/quality-control

Quality Control interviews

Do I need to do an interview?

If you receive SNAP benefits, you will have to do an interview. A Quality Control interview is a mandatory part of the review process. The interview is similar to the one conducted when you applied or re-evaluated your benefits, and is about 15 to 30 minutes long, depending on your household size and circumstances.

For other programs we will complete a desk audit. Desk audits do not have an interview portion with our team. However, there are times the reviewer may need to reach out to you to obtain or clarify information.

What type of interview will I need to complete?

If SNAP benefits were $100 or less, the interview can be done over the phone. If you are concerned about giving your information over the phone, you have the option to request the interview be in person or by completing a video conference interview.

For households with SNAP benefits are over $100, a face-to-face interview with a Quality Control Reviewer will need to be completed. The face-to-face interview can be completed in-person or as a video conference.

What happens during a Quality Control interview?

Once a case is selected for review, we schedule a time for you to meet with a Quality Control Reviewer. During the interview you will be asked questions pertaining to a specific month and go over the documents you brought to the interview. The reviewer will attempt to assist with any missing documents and will let you know if additional documents may be needed.

Is the Quality Control interview different than the one conducted during applications or re-evaluations?

The interview is like the interviews completed when you apply for a re-evaluate your benefits. The difference is, we look at a past month and not what is happening at the time of the Quality Control interview.

Where do I go to be interviewed?

You will receive a letter in the mail with the date, time, and location of your scheduled interview.

For households with an email address on file with the department, you may also receive an email from SAQC@dhw.idaho.gov confirming your interview date, time, and location.

You can also request a video interview instead of being seen in person.

For your convenience, these interviews can be done at your local Health and Welfare office, your home, an agreed upon place, or a video conference.

If the appointment date, time, or location are not convenient, please contacted us to reschedule.

 

Can I just show up at a local Health and Welfare office to complete an interview?

No, to complete an interview at one of the offices you will need to make a scheduled appointment.

How can i confirm or reschedule my interview?

Please confirm or reschedule your scheduled interview by emailing Quality Control:

Email

SAQC@dhw.idaho.gov

 

Refusing to participate

Will you stop the review if I don't cooperate?

No, Quality Control is required to continue with the review process, regardless of the household’s cooperation.

What will happen to my benefits if I don't cooperate with the review?

Households that do not cooperate with the review will have their benefits closed and will not be eligible again until they cooperate.

Additionally, households that don’t cooperate, may be sent to the Investigation and Recovery unit and/or a subpoena issued.

How long will I not be eligible for benefits if I don't cooperate with the review?

This sanction will last until the household cooperates with the review process or 125 days after the end of the Quality Control annual review period. The date of the end of the annual Quality Control review period will be located on the notice sent by quality control.


If you are unable to locate your notice you can contact quality control for assistance

How can I get benefits back if I have been sanctioned for not cooperating with the review?

Households must cooperate with the Quality Control review process. If you are unsure what is needed to cooperate, contact Quality Control for assistance.

Verification documents for a Quality Control review

What do I need to bring to the interview?

Most importantly, yourself! Many of the documents can be verified by showing us online accounts using a smart phone. Here are some common documents we may need:

Proof of income:
  • Paystubs
  • Self-employment
  • Social Security
  • Veterans’ benefits
  • Unemployment benefits
  • Child support
  • Pensions
  • Dividends
  • Interest received from a bank account(s).
Proof of expenses:
  • Self-employment expenses
  • Rent – Lease Agreement or Rent receipts.
  • Mortgage Statements
  • Homeowners Association fees
  • Home Insurance and taxes
  • Utilities – NV Energy, Southwest Gas, Phone, Water, etc.…
  • Proof of paying court ordered Child Support
  • Childcare costs
  • Medical receipts and bills for anyone in the home over the age of 60 or is disabled
  • Your landlord’s name, address, and phone number
  • The name, address, and phone number of 2 people, not related to anyone in the home, we can speak to about who lives in your home.
What if I don't bring documents to the interview?

Still attend the interview. Don’t worry if you don’t have everything.

During the interview, a Quality Control reviewer will attempt to assist households with verifications needed and will let you know what documents are still needed. After the interview you may receive a notice requesting additional documents needed to complete the review.

How can I get my documents to Quality Control?

We provide many safe and secure ways to submit documents. Please only submit documents requested from Quality Control. You may contact your assigned Quality Control reviewer, or email SAQC@dhw.idaho.gov.

What if I don't have money to mail my documents?

Quality Control will send you a prepaid envelope with each request sent to you. If you need an additional prepaid envelope, please contact us.

Can you do a conference call to help me provide information needed?

Yes, of course, we will assist you in any way possible to obtain required verifications.
Conference calls can be a safe, fast, and easy way to verify required information.

 
We can verify information with others, such as:

  • Your landlord
  • Mortgage Company
  • Power Company
  • Cell Phone Provider
  • Pension
Still have questions?

We provide safe and secure ways to contact Quality Control to assist you with any additional questions.

Emailing is the fastest way to get a response, but if you are unable to send your questions through email, we are happy to take your call.

Useful links

https://www.fns.usda.gov/snap/quality-control

https://snapqcs.fns.usda.gov/Welcome/Doc/FNS310Handbook2018.pdf