Kentucky Cabinet for Health and Family Services Food Stamps

Gin

I have been trying to help someone with getting food stamps. She has a couple of questions she needs to ask a case worker before sending her information in. The person that answers the phone at first always makes you answer a bunch of questions and then can’t answer yours and has to transfer you to a case worker. She has called 6 times now. On hold for at least 2 hours every time. She works so she can’t do this everyday all day. How is she supposed to get everything done if she can’t get though? The recording keeps saying someone will be with you shortly and then they close I guess and they don’t even tell you they are closing and she’s still on hold. How does that even happen? They made her redo her certification a month ago bc it sounds like someone there didn’t do their job. She turned everything in 4 days before it was due and they said it was denied bc everything wasn’t turned in. But when she finally got through that time, the lady on the phone said she can see everything was in on time but it looks like nobody had looked at it yet. So again, how does that happen and why should she have to redo everything if it was turned in on time??

Nada Thing

On hold forever to just get hung up on

Samantha Holbrook

Honestly, getting anything done in a timely fashion or ease it out of the question when dealing with Kentucky DCBS. Over the last few years when they decided to switch to just using the phones, it's been a headache trying to get through and your case processed where otherwise we would have just met with a case worker in person and had everything taken care of at once- locally. Over the last few months, they've switched it again to where our cases are no longer processed over the phone and now it's even worse with longer wait times and no timely updates on whether you've sent all the correct paperwork or if you were approved or denied. We've witnessed our case being updated at the very last minute and being denied instead of being given an update with plenty of time before the cutoff that one of our documents was missing some information. It's now been 3 months of waiting and resubmitting. While most call service workers (definitely not all) have been super sweet and as helpful as they could be, our experience when dealing with the newer systems are in place has been just over all bad. We need a better change or we need to go back to allowing us to see our case workers in person at our local offices. I would hope that there isn't a family in desperate, emergency needs waiting on assistance because if they have to wait like we have, they wouldn't make it, unfortunately.

Whitley Garr

What is up with this phone number? Its an automated service and it gives you the run around and NEVER lets you speak with a representative!!!!