First Contact Resolution | Quest

UpdatedTerminated Income

Last Updated December 6, 2023

Provides details regarding terminated income calculation and verification.

Subject: Income Calculations Topics: Actual Income, best available, FCR, First Contact Resolution, Income, job loss, terminated income, termination date, Verification

UpdatedConsistency Tools

Last Updated June 27, 2025

Modernized Service Delivery Consistency Tools

Subject: First Contact Resolution, Key Concepts Topics: case note generator, Case Notes, consistency tools, current, Current Workload Management Tools, FCR, First Contact Resolution, SOP, Standard Operating Procedure, verification guide, Verifications

First Contact Resolution

Last Updated March 25, 2020

First Contact Resolution (FCR) is an idea implemented to improve the process with SNAP intake and applications.

Subject: First Contact Resolution Topics: FCR, First Contact Resolution, Same Day service, SNAP, time, time limits, Verification

UpdatedFirst Contact Resolution – Verification Guide

Last Updated April 4, 2025

Instructions on obtaining verification for SNAP Program.

Subject: First Contact Resolution, Programs Topics: consistency tools, Fast Track Processing, FCR, First Contact Resolution, MDS, Modernized Service Delivery, Same Day Verification, SNAP intake, SOP, verification guide, verification procedures

Income – Income Verification

Last Updated September 6, 2023

What to do if client is required to pay for income verification

Subject: SNAP Topics: Adm-94, Earned Income, FCR practices, financial records, First Contact Resolution, Income Verification, paying for income verification