Republished from the Las Vegas Optic. See the original column here.
Tuesday, July 19, 2016 at 6:30 pm (Updated: July 19, 6:42 pm)
U.S. Magistrate Judge Carmen Garza has concluded that the New Mexico Human Services Department should have someone looking over its shoulder to help ensure that it complies with court orders and federal law in the administration of federally funded benefits.
According to The Associated Press, Garza is also recommending a contempt finding against the agency, which oversees the distribution of federal food aid and Medicaid health care benefits to the poor.
To be sure, those are merely proposals at this point; the department has 14 days to file its objections, and the department is already saying that it doesn’t agree with everything in the judge’s decision.
Still, it’s unfortunate — though not surprising — that such extreme measures are necessary to get the department to follow the law and to finally comply with court orders that have gone unfulfilled.
The harsh measures being recommended are not surprising because of the striking testimony presented during the court proceedings in the case.
“Caseworkers’ sworn testimony that they were instructed by managers to fraudulently alter applicant information has essentially not been refuted,” Garza said. According to The Associated Press, Garza also noted that managers overseeing supplemental nutrition benefits invoked their Fifth Amendment right against self-incrimination during the proceedings.
The Human Services Department’s office of inspector general and the U.S. Department of Agriculture are investigating that part of the case.
We don’t doubt that the state Human Services Department has a difficult job with tight deadlines and large caseloads.
But it’s also important to remember that the agency exists to serve as a safety net for our state’s most vulnerable residents.
The aid this agency provides helps our state’s poor put food on the table for their families and get medical care for them. Playing games with that aid is unconscionable and wrong.
If it takes a special master looking over the agency’s shoulder to force it to do the right thing, then so be it.
According to The Associated Press, the special master would have expertise in determining eligibility for Medicaid and food aid. That individual would also be knowledgeable with the organizational and computer systems used to manage the state’s caseload.
The New Mexico Center on Law and Poverty, which brought forth the federal lawsuit on behalf of aid beneficiaries, was pleased with Garza’s decision, which was issued Monday.
“The things we have been asking for are very simple,” attorney Sovereign Hager told AP. “Train your workers on what the law requires, make sure the IT system does what it’s supposed to, make sure notices are intelligible and make sense.”
Las Cruces, NM – On Friday, July 15, 2016, Federal Magistrate Carmen Garza entered proposed findings that the NM Human Services Department (HSD) be held in contempt for failure to comply with multiple Court Orders and federal law concerning administration of food and medical assistance to eligible families. Judge Garza found that “it is apparent that HSD and its officials have not exhibited the leadership, oversight, or coordination necessary to implement the Court Orders.” Judge recommended the appointment of a Special Master with expertise in food and medical assistance be appointed to facilitate HSD’s compliance with federal law and Court Orders.
The Order comes after three days of evidentiary hearings about HSD’s failure to provide food and medical assistance to families as required by federal law. Judge Garza noted numerous violations of federal law and Court Orders by HSD, finding that worker trainings and notices to families applying for food and medical assistance are “replete with repeated mistakes” and that HSD had not brought state regulations and policies into compliance with federal law. Nor could HSD tell the Court when compliance would be achieved. The Court further noted that testimony by HSD employees that HSD staff have been altering application in order to deny eligible applicants emergency food benefits and improve HSD’s timeliness statistics “was essentially not refuted.”
In entering a finding that the Secretary Brent Earnest should be held in Contempt, Judge Garza noted the Department’s recent willingness to seek expert assistance, stating “While the Court appreciates this acknowledgement, the Court is troubled it took over thirty hours of status conferences, over five hundred pages of joint status reports submitted to the Court, three days of evidentiary hearings on its Order to Show Cause, and testimony by HSD employees alleging fraud on the part of HSD, to which high level officials responded by pleading the fifth, for Defendant to discuss making these types of changes. For the question before the Court, Defendant’s realization has come entirely too late.”
As a remedy for contempt, Judge Garza recommends that the Court appoint and supervise a Special Master to act as a full time advisor and consultant to HSD. The Special Master will have expertise in food and medical assistance programs and will report to the Court on the extent of the Department’s compliance.
Judge Garza stated “Defendant’s inability to fully bring his application processing practices into compliance with the Court Orders has profound effects on the citizens of New Mexico. Indeed, when an eligible SNAP or Medicaid applicant is denied or delayed in receiving benefits, that individual loses benefits he or she may rely on to eat, feed his or her children, or to receive essential medical coverage . . . It is essential for this Court to acknowledge the need for these services to be effectively, efficiently and properly rendered to those who are eligible in this state.”
Attorneys at the Center and Law and Poverty, along with co-counsel Daniel Yohalem and Jane Yohalem, represent the class of plaintiff applicants for food and medical assistance in the case. Gail Evans, Legal Director at the NM Center on Law and Poverty stated, “We are pleased that the Court will appoint and supervise an expert to oversee HSD’s compliance with federal law in providing food and medical assistance. The Department needs expert assistance with important changes that will help the state provide benefits accurately and efficiently. This includes IT changes, the creation of a manual and effective training for state workers and comprehensible notices to families participating in the programs. We look forward to working with the special master to bring the Department into compliance with the law.”
For more information contact Gail Evans at (505) 255-2840/(505) 463-5299 or Sovereign Hager (505) 417-2084.
Here in New Mexico, we have long struggled with taking care of our most vulnerable families. Recent reports that state workers at the Human Services Department were being pressured into denying emergency SNAP (food stamps) to hungry people and families are very disturbing. For over two decades, a federal court has found HSD’s track record for basic processing of medical and food assistance benefits to be in violation of federal law.
Government is one of the ways that we can work together to address the needs of our communities, and it can make a positive difference in people’s lives. But when government doesn’t work or fails to do its job, it can cause a lot of pain. Just ask a family of four in Hobbs. State workers left them without Medicaid coverage for seven months because HSD had failed to send a renewal notice or to check information the family had already given them.
Or an elderly man from Alamogordo with no income who had his SNAP assistance terminated last August because state workers forgot to send him a legally required notice. After going three weeks without food assistance, his benefits were reinstated, but only after the man went to an Income Support Division office to submit a new application for food assistance.
Whether it involves Medicaid or SNAP, these stories and others point to an unacceptable problem at HSD of improperly denying families needed services and failing to notify recipients about delays. Seniors and low-income families are on their own to figure out how to resolve these issues. Indeed, according to a study by the New Mexico Center on Law and Poverty, HSD failed to send Medicaid clients the required renewal forms 50 percent of the time. Over 65 percent of the time, they failed to alert families about delays in their SNAP applications or about ways to resolve the delays.
As the government agency charged with assisting low-income people, families and seniors, the Human Services Department should implement common-sense steps to improve efficiency and save money. This can be done by eliminating requests for unnecessary documents, making client notices more accurate and understandable, and automating Medicaid renewals.
Additionally, it is critical that HSD provide much better job training, support and resources for the state workers who determine eligibility for badly needed assistance. Creating a comprehensive, accurate online worker manual would help workers process cases efficiently and as required by law.
We believe that we are called to do everything in our power to serve our neighbors. While faith communities throughout our state serve and help people living in poverty and experiencing hunger every day, they can’t do all that is needed and must be done. Our government has a role to play, and the agencies of our government must carry out that role by implementing a benefits system which is efficient and does its best to not put up barriers to accessing the assistance that eligible low-income New Mexicans need.
We know that eligible families are trying to get back on their feet; they are trying to do the right thing. We should expect nothing less from state leaders. Creating a more efficient benefits system won’t solve everything, but it can make a big difference in the lives of families and the people who most need help.
Hungry people in New Mexico may have been denied expedited food assistance after their applications were falsified and put on hold. That’s according to testimony from state workers in recent weeks during an ongoing hearing about whether the Human Services Department is fit to process applications.
In December, Kimberly Jones was struggling to get the hours she needed as a home health aide, a job she’s done for 18 years. She was living in a hotel room, and every day, she had to make a choice. “Do I eat or do I pay for the room? Or how can I squeeze them both? Because, you know, the hotel wants their money,” she said. “They don’t care if you eat or not.”
She decided to apply for food stamps. She said the Supplemental Nutrition Assistance Program told her she was eligible for emergency help, and that she should see her EBT card fill up soon. “Food is the only thing that you can do to get by,” Jones said. “To make things a little easier is not having to worry if you’re going to be able to eat.”
According to emergency food stamps rules, the money should have shown up within seven days. But it didn’t, not for weeks. After asking around, Jones found a lawyer focused on poverty issues who helped her make the call to find out what happened. Jones remembered they waited on hold for more than an hour. But when they finally spoke to someone, she said she got her food stamps right then and there. It was February—two months after she applied.
“When you take someone’s food from them, they don’t have anything, and that’s really sad,” she said. “And for them to take that away, it makes you feel like nothing.”
These days, Jones lives in her own apartment. She works seven days a week, from about 9 a.m. to 7:30 p.m. She says she still gets about $75 a month in food assistance and has to make use of church charity programs and food pantries around town. “It doesn’t matter if you have a piece of job or try to have a piece of job, you know, food helps,” she said.
Lawyer Sovereign Hager with the New Mexico Center on Law and Poverty said Jones’ story is common. “Some of the poorest people in New Mexico are being denied those benefits in order to make processing numbers look better,” she said.
In recent hearings, state workers took the stand to testify that applications were changed, falsified, by the division so they showed people who were seeking food assistance had more assets than they did. That way it wouldn’t look like the state was blowing deadlines.
Hager watched high-ranking Human Services Department officials plead the fifth over and over in court—97 times, even when they were asked basic questions. HSD did not respond to KUNM’s half a dozen requests for an interview. So it’s not clear who knew what.
Hager said their inability to answer questions in court speaks for itself. “Well, of course they know what’s going on. If they didn’t know what was going on, they could testify to that,” she said. “So, obviously this goes up to the highest levels. It’s extremely troubling.”
Hager said the feds should investigate the department—and the state auditor should, too. But, she added, people need help now. The center’s asking the court to put a third-party expert in charge of processing applications in New Mexico. “We want the judge to enter an order as soon as possible to that effect just to protect those families,” she said.
Miles Conway said these issues have been going on for a long time and he’s proud of the whistleblowers who put their jobs on the line by speaking out in court. He’s with the public service employees union.
“There are constantly new mandates being handed down from Santa Fe,” he said. “It’s just becoming very difficult to even to do the jobs that these individuals are trained to do, and that they are ethically sworn to do in a certain manner.”
It was sad, Conway said, watching these court hearings unfold, and he’s apologetic to all the New Mexicans who had to struggle to feed themselves or their kids. “I felt bad that we hadn’t been able to connect the dots to find this smoking gun sooner so that we could have begun to make this very serious change in how New Mexico is running its Income Support Division,” he said.
And as for Jones? She said the state has to step up. “I hope they get it right. For us little people, get it right.”
The next hearing is set to begin July 6 in Las Cruces.
The Human Services Department wouldn’t make anyone available for an interview, but right before airtime, a spokesperson emailed a statement saying the department takes the allegations seriously and has launched an internal investigation.
Thanks to Samantha Sonner of KRWG in Las Cruces for contributing to this report.
KUNM’s Public Health New Mexico project is funded by the W.K. Kellogg Foundation, Con Alma Health Foundation and McCune Charitable Foundation. Find more info on our site, publichealthnm.org, along with links to more coverage by our partner KNME / New Mexico PBS.
LAS CRUCES — In a scene of high drama reminiscent of the TV drama “Law and Order,” three prominent state Human Services Department officials invoked their fifth amendment rights nearly 100 times in federal court Friday afternoon.
Their refusal to answer questions came directly after sworn testimony from six HSD employees who alleged a widespread practice of fraudulently altering federal food benefits applications.
The practice, according to eight former and current HSD employees who testified in federal court last month and today, amounts to adding false assets to the applications of people who would otherwise qualify for emergency aid from their Supplemental Nutrition Assistance Program, otherwise known as food stamps.
“I still don’t understand why I had to falsify assets,” Shar Lynne Louis, a case processor at HSD’s Income Support Division (ISD) office in Gallup who retired last July, said in court.
Louis testified that the state had been practicing the pattern of fraud since at least 2003, when she first came to the department.
Federal law requires states to give food benefits for applicants who qualify for emergency, or expedited, benefits within seven days of applying. But HSD, according to many testimonies, has been long burdened with emergency applications that aren’t processed within the required seven days.
Instead of processing emergency applications late, department officials instructed employees to add fake assets so the application no longer meets expedited SNAP requirements.
“They make up the resources, whatever the case is, whatever the situation is,” Veronica Arciero, a case processor in the Silver City, said of the department’s handling of late emergency applications.
This practice of adding of what one attorney called “phantom assets” helps HSD to clear its backlog of overdue emergency applications, according to testimonies.
Arciero said the consequence of the practice amounted to putting applicants’ cases “on hold so they don’t they don’t receive the benefits they should have.”
“It’s lying,” she said. “It’s not something the customer is reporting.”
Mary Alice Duran, another employee who processed cases for 25 years in Santa Fe, Taos and Las Vegas and retired in 2013, also said the practice meant people qualified for emergency food aid didn’t receive their benefits later.
“It creates a hardship for the family,” Duran said.
One current employee who works in Silver City, Alexandra Hancock, even testified that she was reprimanded for processing a late application the correct way instead of adding fake assets to delay the benefits.
Specifically, Hancock testified that she fixed a late case where the applicant had reported $700 in income for the month and another employee wrongly wrote that income as $1,500. Because the applicant’s rent and utility expenses exceeded his monthly income, he qualified for expedited SNAP aid, according to Hancock.
But after she fixed and processed the case, Hancock told the court that Income Support Division Director Marilyn Martinez and former Deputy Director Laura Galindo instead told her she would be referred to HSD’s human resources department if it happened again.
“You had to answer for proving the benefits?” Sovereign Hager, an attorney for the Center on Law and Poverty, asked Hancock in court.
“It was said we had to do everything in our power to stop late expedites,” Hancock responded. “There was nothing I could have done other than entering fraudulent resources.”
She added: “We’re leaving kids and parents and the elderly without the food they need on their table.”
The Center on Law and Poverty is asking the federal court to appoint an independent monitor to oversee the state’s SNAP and Medicaid processing.
Martinez, Galindo and Taos County ISD Director Emily Floyd all invoked their Fifth Amendment rights when brought to the stand, refusing to answer a total of 97 questions Hager and attorney Daniel Yohalem* asked between the three of them.
The U.S. Constitution allows people to invoke Fifth Amendment rights to avoid implicating themselves in illegal activity. Invoking the Fifth Amendment itself cannot be used to implicate the person in illegal activity.
Questions that Martinez, Galindo and Floyd refused to answer ranged from whether they played ordered the fraud, retaliated against workers and lied to federal court in previous court hearings and motions.
The officials did not respond to any questions, including those to provide background on the working of HSD.
Last month, ISD Deputy Director Shanita Harrison in her own testimony accused three employees who testified with fraud allegations of instead making mistakes on their case processing themselves.
Jeanette Roybal, who works for ISD in Las Cruces, told the court that she had experienced workplace retaliation since first testifying about SNAP fraud in federal court last month.
“They’ve been monitoring me more often,” Roybal said of her supervisors. “They’re constantly stopping by and they’ll stand and stare at me.”
Roybal also said her workplace emails concerning a case with false assets had been deleted since she gave her first testimony last month. She also testified that her managers have access to her workplace emails.
Paul Kennedy, an attorney who represented HSD in court Friday, asked Roybal whether her managers would have had to personally go through her workplace computer to access her and delete her emails.
“As far as what I’ve been told, no,” Roybal responded.
An HSD spokesman who attended the court hearing would not answer questions from NM Political Report about the allegations or why their officials invoked their Fifth Amendment rights immediately following the proceedings. Instead, Kyler Nerison instructed NM Political Report to send him questions via email, to which he did not respond.
Kennedy told NM Political Report he wasn’t “authorized” to comment on the proceedings.
During the hearing, attorney Christopher Collins, who also represents HSD, referred to department’s internal investigation of the allegations, launched last month shortly after the allegations became public. HSD Secretary Brent Earnest also sent employees a directive telling employees to process expedited SNAP cases per federal law.
“People [today] testified that they received that received that directive and are following that directive,” Collins said.
He also said HSD issued a request for proposal to bring an outside consultant to oversee the department’s training of ISD employees and compliance with federal law. Such a process, Collins said, “could be implemented within 12 months.” The request for proposal process alone, Collins said, would take six to nine months.
Collins argued for judge to give the department 90 days before allowing both parties to make their closing arguments. Federal Magistrate Judge Carmen Garza instead scheduled the next court hearing for early July.
“Whatever is going on here—and we don’t know and are certainly concerned by what we hear—we don’t have all the facts,” Collins said in court.
The SNAP processing fraud allegations are part of ongoing legal motions by the Center on Law and Poverty to enforce a 25-year-old consent decree that the organization says HSD is not following. The consent decree came in 1991 as the settlement of a class action lawsuit that accused HSD of not properly processing SNAP and Medicaid benefits.
After the hearing, Hager told NM Political Report that she found the Fifth Amendment pleadings “very troubling” that the HSD officials would “invoke a right to not incriminate themselves” by not answering questions about the department’s “basic operations.”
Yohalem told told NM Political Report that he has “never seen this happen” in his 42 years of practicing civil rights law.
“If the department didn’t know what was going on,” Yohalem said of the fraud allegation testimonies, “why would they take the fifth?”
State Auditor Tim Keller’s office has also launched a separate investigation into the fraud allegations.
*Daniel Yohalem is representing the Santa Fe Reporter newspaper in a public records lawsuit against Gov. Susana Martinez. That lawsuit originated in 2013, while Joey Peters worked as a reporter for the newspaper.
That’s our reaction to testimony from Human Services Department caseworkers who claim that their bosses inflated the resources of needy people applying for emergency food assistance through the Supplemental Nutrition Assistance Program. Why the bureaucratic fudging of paperwork? More assets (as little as $400) would mean the applicant no longer qualified for expedited help. New Mexico already faces sanctions for not processing aid claims fast enough; too many delays, and the department would be shown — again — that it is not complying with court directives. Thus, the incentive to lie.
We have long known that navigating federal programs, whether for food or medical help, in New Mexico is overly complex and burdensome. What last week’s hearing in federal Magistrate Court revealed is that in some cases, there appears to have been willful obstruction. The troublesome testimony came during a motion hearing asking for the Human Services Department to be held in contempt of court for not complying with a 25-year-old consent decree. The 1991 order came out of a 1988 lawsuit — obviously, the troubles in the department predate even the last two governors.
The New Mexico Center for Law and Poverty claims that New Mexico is illegally denying and closing off food assistance through the Supplemental Nutrition Assistance Program, or SNAP, what used to be known as food stamps. Five workers in the Income Support Division from different parts of the state all agreed they had been told that if they couldn’t meet a seven-day deadline for emergency food assistance, they were to pass the file to a supervisor. At that point, the boss could modify the file so the applicant wasn’t eligible for emergency help. Using delays, the state could process the claim and not miss a deadline — that would help the department’s numbers on federal audits.
These workers — who fear retaliation over testimony and should be protected — deserve praise for speaking out. One 10-year employee from Taos even kept notes on an original application; a supervisor reportedly later added $400 in “phantom” assets, but the original file contains a different story, according to testimony. The problems aren’t alleged to occur just with SNAP, but also in processing Medicaid applications.
New Human Services Department Secretary Brent Earnest tried to argue in the daylong hearing that the complexity of federal regulations and an overwhelmed department are at the root of problems with processing applications; he’s likely right, and we believe he is trying to correct the situation. He inherited the mess. But the fact remains that New Mexico cannot run its federal assistance programs in compliance with the law. That’s been apparent for years.
What happens next is up to federal Magistrate Carmen Garza, who was assigned the case by U.S. District Judge Kenneth Gonzales a year ago. We agree with lawyers who want more oversight over the state’s benefits process. Medicaid and SNAP recipients do not deserve the runaround. They deserve to be treated with respect and to receive — in a timely fashion — the help they are due. That the state is an obstacle to assistance, rather than making aid possible, needs to change.
Appointment of an independent monitor is the right step now, especially over the troubled Income Support Decision. We understand Earnest’s concerns that such a monitor diverts money from directly helping the poor; that’s an important point. However, the dysfunctions in the department have to be untangled. That means direction from outside to streamline the process; the fallback, so far as federal law allows, must be to approve applications rather than seek to deny. That a department already failing to process basic applications wants to add more paperwork — through new, unnecessary work requirements — demonstrates the department does not have the best interests of the needy at heart. Independent oversight is needed.
The contempt hearing and any decision on oversight should not be the end of this matter, either. Both the attorney general or the U.S. attorney, after hearing this testimony, should investigate charges that workers are being encouraged to delay applications, even to the point of supervisors falsifying assets. That’s fraud, pure and simple, if allegations can be proved. State Auditor Tim Keller announced his own investigation Friday. Something is rotten in the Human Services Department — and that core disregard for the law and the human dignity of aid recipients won’t be repaired without vigorous, independent oversight.
Employees say HSD ask them to falsify SNAP applications
By Joey Peters
Multiple state employees alleged that the Human Services Department instructed them to falsify numbers on federal food stamp applications in explosive testimonies in federal court in Albuquerque Thursday afternoon.
One was Jeannette Roybal, who processes Supplemental Nutrition Assistance Program, or SNAP, applications in Las Cruces. She testified that her supervisor told her in January to inflate the assets of a SNAP applicant so the application would be considered non-expeditable.
According to federal law, those who qualify for expedited SNAP benefits based on extremely low income levels must receive their benefits within seven days of applying. These are also known as emergency SNAP benefits. But many of these cases that appeared to qualify weren’t resolved by HSD within that amount of time, leading to overdue cases, according to multiple testimonies.
“There were no resources in the case to add,” Roybal said before court. “It’s not the proper way.”
Sandra Saiz, a line manager for Income Support Division in Portales, testified that higher-ups encouraged her workplace to add fake assets to SNAP applications so the department could cut down its growing list of overdue expedited SNAP cases.
“The directive was to do whatever you had to make it non-expedite,” Saiz said in her testimony.
Usually, that meant trying to “find something you missed somewhere” in the application for benefits, according to Saiz. But when asked by a state lawyer she ever made up a number to add to an application, she replied: “I very seldom do it, I don’t like to do it, but yes, I have done it.”
The testimony came during a hearing for a legal motion asking for HSD to be held in contempt of court for not complying with provisions in a 25-year-old consent decree. The consent decree was the result of a lawsuit that alleged the department didn’t process food stamp and Medicaid applications properly.
The New Mexico Center on Law and Poverty is asking federal court to appoint an independent monitor to oversee several HSD functions, including ISD.
The directive for the Portales ISD office came from the office’s regional office manager in April 2015, according to case processor Angela Dominguez.
“He came and said they had been selected for federal review,” Dominguez said during testimony. “He was concerned how we were going to justify [the overdue expedited cases]. He said, ‘You can go in there and check and add assets.’”
Adding assets, Dominguez said, would expand the time period HSD had to process these cases. But that means people who qualify for expedited SNAP benefits won’t receive them.
“In my opinion we’re cheating those families,” Dominguez said in her testimony.
HSD management went as far as to change a processor’s case notes to show that they reflected adding assets to an application, according to Margaret Vasquez-Padilla, who works at ISD in Taos. Vasquez-Padilla testified that she processed an overdue expedited SNAP case that her superiors later added $400 in assets to.
“How did they reflect $400 in assets?” Sovereign Hager, an attorney for Center on Law and Poverty, asked during the hearing.
“They just put them there,” Vasquez-Padilla replied.
Vasquez-Padilla said she knew her superiors changed her case notes on the application. She said she kept her old case notes “because this has happened before.”
Another ISD employee, Frederick Garcia, testified that he knew employees would add fake assets to SNAP applications.
“I’ll see it quoted as ‘cash on hand,” Garcia, who works in Las Cruces, said.
During testimony, HSD Secretary Brent Earnest argued that resorting to an independent monitor, known as a receivership, “seems like a recipe for chaos.” Earnest said such measures would cost money that could otherwise go to the poor.
Addressing the lawsuit as a whole, Earnest acknowledged that he “makes mistakes” and that “everyone in the department is going to make mistakes” but that HSD “has a way to address them.”
Shanita Harrison, a deputy director for ISD, addressed the employees’ allegations by accusing four of those who testified about the fake assets of making errors on their cases.
During her own testimony, Harrison accused Garcia of marking a SNAP case as expedited that didn’t qualify because the family involved “received benefits in Alabama during the month of their application.”
Harrison also accused Dominguez of processing a case that was not expedited because the family had $2,200 in income.
She alleged Vasquez-Padilla made an error by processing a renewal application as a new application. Finally, Harrison accused Roybal of not properly updating the data on one of her cases.
All five employees who testified said they feared retaliation for coming forward.
Closing arguments for the legal motion will likely happen next week, after which the federal judge will decide on whether to appoint an independent monitor to oversee these parts of HSD.
Abby Knowlton drove to the offices of the Santa Fe Income Support Division on March 23, 2015, to apply for Medicaid and food stamps. She pulled a slip from a number dispenser and sat down to wait. Along with dozens of other applicants, she answered questions on a form: Did she have income? No. Kids? No. Had she ever traded food stamps for guns or ammunition? No.
After hours—enough time for Knowlton to drop by her mother’s house for a snack and bathroom break—a Human Services Department worker called her to the front window. After reviewing her paperwork, she was approved.
Applying for assistance wasn’t originally in her plan, though. Knowlton, 33, moved back home to New Mexico to pursue a doctorate in Spanish. She previously worked as an interpreter at a Colorado hospital.
Knowlton always had health problems, including migraines that started when she was a child. One day, during a routine checkup, her blood pressure reading was so high that a nurse thought the machine was broken. Confusion turned to alarm. After running tests, a doctor diagnosed Knowlton with malignant hypertension. Her heart, lungs, kidneys and brain were all losing function and getting worse. Knowlton’s professional career was over.
Days after she was approved for food stamps, Knowlton received a form from Human Services identifying her as a “mandatory work participant.” The printout instructed her to complete a jobs training program “within 15 days of receiving this notice.” It went on to say, “This form must be returned by: (Date),” without indicating a date. If Knowlton had any questions, the form stated, she should call her caseworker. Knowlton had many questions. Among them: Who was her caseworker?
She called multiple toll-free numbers but couldn’t get the answers she was looking for. On a friend’s recommendation, Knowlton contacted the New Mexico Center on Law and Poverty. Attorneys investigated her case and said it was another in a long line of instances where the state’s process for awarding benefits is failing low-income New Mexicans.
Knowlton’s medical condition should have exempted her from New Mexico’s job search requirements, as soon as she applied for benefits, says Sovereign Hager, an attorney at the center. “The law requires Human Services to explain all of this in the interview and screen her for exemptions,” Hager says. “Had they asked, Abby could have explained she is disabled.”
Knowlton’s abundant free time and education helps her navigate the tangles of state bureaucracy. She also keeps meticulous records in a bulging red folder. The same cannot be said for all 230,907 New Mexicans who applied for food stamps or Medicaid in 2015. For many, a procedural misstep by the state can result in a loss of food assistance or health coverage.
“Families shouldn’t need an attorney helping them, because it’s the department’s obligation under federal and state law to provide assistance to people in an accessible way,” Hager says.
Human Services’ own data shows that the department improperly closes cases 47 percent of the time.
In 1991, the department entered into a consent decree, agreeing to comply with laws regarding the processing of Medicaid and food stamps, officially called the Supplemental Nutrition Assistance Program (SNAP). But advocates say the state has repeatedly violated its terms. In 2013, when the Human Services Department switched to a new computer system, thousands of New Mexicans were automatically dropped from their SNAP benefits; a judge ordered the end of this practice. And in January, the court struck down increased penalties for noncompliance with requirements for food stamps.
Most recently, lawyers recommended that the court appoint a third-party “expert” to oversee functions related to the consent decree. For more than two decades, state officials have failed to implement fixes to a process that illegally delays or drops benefits, a court filing claims. Calls to customer service representatives often go unanswered.
A spokesman for the department did not respond to a request for comment for this story before presstime. Later, Kyler Nerison issued this statement: “We disagree with [the Center on Law and Poverty]. The Department is in substantial compliance with the court’s consent decree. [The center] has not been cooperative or constructive with this process and they continuously attempt to redefine the standards for compliance.”
Eleven days after her first trip to the Income Support Division, Knowlton returned with her medical records and a note from her doctor exempting her from the work requirements. She was able to keep the food assistance.
That would not be the end of her frustrations, though. In January, she applied to renew her SNAP benefits. According to her lawyers, she is eligible for a 24-month recertification, but workers granted Knowlton just three additional months of benefits after failing to schedule an interview with her, which Hager says violates procedures. After Knowlton’s attorneys followed up, the state acknowledged its oversight and granted her a yearlong recertification.
“It’s just always a pending, unclear mess,” Knowlton says.
Knowlton periodically logs onto a website set up for New Mexicans to check the status of their benefits. On Friday, the row for food stamps read: “This section is unavailable to view.”