AFS Values: Integrity – Self-Assessment

Last Updated May 7, 2025

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Susie receives a call from a Ms. Norris inquiring about her case. Susie explains that IMS is currently down and informs the customer that she will return her call when the system is back up and running. 30 minutes later IMS is back up and running. Susie looks up Ms. Norris’ case and realizes it’s in a co-worker’s worker number. The integrity driven Susie would:

A Return the call now that IMS is back up and assist Ms. Norris.
B Send Ms. Norris’ worker an e-mail to return the call
C Decide the customer will call back if it’s that important.

John is not sure if rental insurance is an allowable deduction for SNAP when coding his case. John knows he can ask his supervisor or co-worker later that day because he wants to take a break in 5 minutes. An integrity driven John decides

A Since I only have 5 minutes until break I’ll just ask my supervisor for the answer.
B Since I only have 5 minutes until break I’ll just ask a co-worker for the answer.
C Even though I only have 5 minutes until break, I’ll first try to look up my question on Quest. If I cannot find the answer then I will ask my supervisor or co-worker for help.

Mary discovers that she forgot to certify an expedited SNAP application, not only on the same day, but even within seven days. Integrity driven Mary decides to

A Switch the late date in FACS so it does not show up on the timeliness report as delinquent.
B Put the case at the end of her “To Do” list since the case is already late.
C Certify the case as quickly as possible without changing the late date.
D Make up an elaborate story in case notes to justify the change to the late date.

Darryl’s friend and fellow co-worker, Rob notices that Darryl is interviewing his ex-girlfriend Samantha for benefits. After the interview Rob approaches Darryl and says, “Hey Darryl, does Samantha still have that low life boyfriend living with her?” Integrity driven Darryl replies with

A No apparently they broke up. She’s living at her mom’s house now.
B Sorry Rob there’s not a business need to divulge that information to you.
C Look in the case notes, it explains the household situation.

A customer comes to the county office and applies for SNAP benefits for herself, her boyfriend, their child in common and his child. She explains that they have no food and really need to have help immediately. She states she has no income whatsoever. Select the ideal course of action for an integrity driven worker in AFS.

A Worker A tells the customer that the case will be processed right away and state that the household will receive the full amount of benefits today on their EBT card based on the customer’s statement. Worker A decides to run ACES and request verification later to save time because there are several customers that are waiting to be seen. As the customer leaves the office, Worker A tells the customer they will call if anything else is needed to process the case.
B Worker B checks ACES and all other screens prior to the interview and conducts a thorough interview inquiring about the boyfriend’s child’s residence and the boyfriend’s employment. Worker B determines eligibility for expedited benefits and requests any pending verification via Adm92. Worker B provides the customer with a list of local food banks at the close of interview and ensures timely processing of the application.

Whitney receives 3 voice messages from her customer wanting to know the status of her SNAP application. The integrity driven Whitney decides to

A Call the customer but doesn’t reach her so she hangs up and scratches the name and number off of her Adm-57.
B Teaches the customer a lesson and states she will receive her notice in the mail because she left multiple voice mails that required additional time for her to check.
C Call the customer but doesn’t reach her so a message is left explaining how she may be reached. 1 hour later Whitney calls the customer a second time and makes contact explaining the status of her SNAP benefits.

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