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Healthy Customer Service Practices and COVID-19

Although knowledge of COVID-19 continues to increase, during this time, the Center for Disease Control (CDC) recommends taking precautions to reduce the spread of germs and exposure opportunities. We want our customers to stay healthy. 

To help our customers and staff stay well, the offices of the Tennessee Department of Human Services will reduce the flow of on-site traffic by limiting the “through” traffic. 

Our staff are available to help by phone,  via our chatline or through one of our online application portals. Many services have online applications. These services include: Emergency Cash Assistance, Supplemental Nutrition Assistance Program (SNAP), Families First, Child Support, Adult Protective Services, and Child Care Payment Assistance.

Attention SNAP and Families First customers: Some interview requirements have been temporarily waived for individuals receiving Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance to Needy Families (TANF) benefits. Customers filing initial applications and recertifications are not required to visit an office provided their identity has been verified and all other mandatory verifications have been completed.

The Tennessee Department of Human Services (TDHS) has implemented COVID-19 precautions for all visitors entering office lobbies across the state. These rules will impact customers coming into state offices for scheduled in-person appointments. 

The new guidelines include:

  • Arriving alone to drop-off or pick-up documents or take part in scheduled in-person appointments.
  • Wearing a mask or cloth face covering.
  • Answering COVID-19 health screening questions and passing a temperature check.
  • Maintaining a distance of 6 feet from others.
  • Not experiencing any COVID-19 symptoms.