Family Assistance - Questions

If you wish to report a change of address within Tennessee, please download the Change Report Form, fill it out, and provide verification of your new address or contact the Family Assistance Service Center. Address verification documents can include electric bill, gas bill, lease/rent receipt, etc.

If you wish to report your move out of Tennessee, you should contact the Family Assistance Service Center.

You can reach the Family Assistance Service Center at 1-866-311-4287 Monday - Friday, from 8 a.m. to 3:00 p.m Central Time.

 

To check the status of your case, try the Benefits Dashboard on the One DHS Customer Portal. If you do not already have a One DHS Customer Portal account, you will need to create one to access online services.

If reaching out to the Family Assistance Service Center, be prepared to provide your case number and/or Social Security Number to the DHS Representative so that they can quickly access your case information.

Please allow th full day for the DHS representative to contact you for the interview. If you do not receive a call, you may reach out to the Family Assistance Service Center at  1-866-311-4287 Monday - Friday, from 8 a.m. to 3:00 p.m Central Time.

If possible, be prepared to provide your case number and/or Social Security Number to the DHS Representative so that they can quickly access your case information.

To check to see if your benefits are open, try the Benefits Dashboard on the One DHS Customer Portal. If you do not already have a One DHS account, you will need to create one to access online services.

You may also contact the Family Assistance service Center at 1-866-311-4287 Monday - Friday, from 8 a.m. to 3:00 p.m Central Time.

If possible, be prepared to provide your case number and/or Social Security Number to the DHS Representative so that they can quickly access your case information.

You can apply by submitting an application online at OneDHS.tn.gov, visiting your local county office, or by downloading and printing an application (EnglishSpanishArabic, and Somali) and mailing the application to the local office. You can also have an application mailed to you. It is important that you file an application as soon as possible since your benefits may go back to the date of your application. If you have received benefits in another state benefits will not go back to date of application. Once the local county office receives your application, they will then schedule for an appointment within 7-10 days. If you have not received a reply within that time, please contact the Family Assistance Service Center at 1-866-311-4287.

If you are applying for SNAP (food stamp) benefits, the documents listed below may be needed to complete the application process.

YOU MAY NEED PAPERS THAT SHOW:

  • Social Security Number
  • Your Identification (Example: driver's license, school ID with photo, Passport, Resident Alien Card, I-94 card, voter's registration card)
  • Where you live (Example: lease agreement, utility bill, phone bill, or driver’s license with your address on it)  
  • Income (Example: check stubs, employer statement, award letters)
  • Shelter costs (Example: mortgage payments, property tax, homeowner’s insurance, rent receipt, lease agreement)
  • Costs of utilities (Example: electric bill, water bill, gas bill)

You may be asked to provide more information during your interview. Your eligibility counselor will explain what information is needed, how to get it and help you if you need assistance.

If a paper application or Simplified Reporting form is needed, contact the Family Assistance Service Center at  1-866-311-4287 Monday - Friday, from 8 a.m. to 3 p.m. Central Time.

To check the status of your case/application, You could first try the Benefits Dashboard on the One DHS Customer Portal. If you do not already have a One DHS Customer Portal account, you will need to create one to access online services.

Please contact the Family Assistance Service Center at 1-866-311-4287 to speak with a DHS Representative prior to the time of your appointment.

 

You may file an appeal in writing, by phone, or online. Click here to visit the DHS Appeals and Hearings page for more detail on how to do so. 

You may also file an appeal online and check the status of an appeal by visiting the One DHS Customer Portal at OneDHS.tn.gov

Or, contact the Family Assistance Service Center at 1-866-311-4287 to speak with a DHS Representative.

 

Please call the Family Assistance Service Center at 1-866-311-4287, Monday - Friday from 8:00 a.m. - 3:00 p.m.

 

Program Evaluation is a quality control process setup by the Federal government to gauge how well Tennessee is managing the Supplemental Nutrition Assistance (SNAP) program. Each month, cases are randomly selected for review. If your case is selected, a reviewer will look over your case and make an appointment to see you. During this interview, the reviewer will ask about your living situation and request copies of verifications.  If you receive SNAP, you are expected to cooperate with the State or Federal reviewers who conduct the program evaluation. Failure to cooperate could result in a penalty or loss of your SNAP benefits.

Please review the FAQs for more information.

Answers to Frequently Asked Questions:

Getting a SNAP (Food Stamps) or TANF (Families First) application

To pick up an application at the county office, please use the Family Assistance Office locator to locate your county office. You can also have a friend or relative pick up an application and bring it to you.

To have an application mailed to you, please call the Family Assistance Service Center at 1 (866) 311-4287. You can also use the Family Assistance Office locator to contact your county office. It is important to confirm that the office has your correct address.

To print an application at home, please access the online application in EnglishSpanishArabic, and Somali. Once you print your application, fill out the information to the best of your knowledge and provide the completed application to your county office by mail, fax, or in-person. Please use the Family Assistance Office locator to locate the address and/or fax number of your county office.


Appointment times

If you missed your appointment and were asked to reschedule, please call the Family Assistance Service Center at 1 (866) 311-4287 as soon as possible.

If you would like to change your appointment time, please call the Family Assistance Service Center at 1 (866) 311- 4287 prior to your appointment time.

If your appointment time arrived and you did not receive a phone call, there may be an issue with your appointment time. To check the status of your appointment, please use the Family Assistance Office locator to contact your county office. You can also call the Family Assistance Service Center at 1 (866) 311-4287.


Checking SNAP (Food Stamps) or TANF (Families First) case status

To check the status of your case, you may try the Benefits Dashboard on the One DHS Customer Portal, or you may call the Family Assistance Service Center at 1 (866) 311-4287. If possible, be prepared to provide your case number and/or Social Security Number to the phone representative so that they can quickly access your case information.

If you do not already have a One DHS account, you will need to create one to access online services.

Additionally, you may also use the Family Assistance Office locator to contact your county office.


Confirming verification status

Your case manager has up to 10 days to process your verifications. To check whether or not your case manager received and processed your verifications, please call the Family Assistance Service Center at 1 (866) 311-4287.


Reporting a lost, damaged, or stolen EBT card

To get a new EBT card ordered, please call the EBT Customer Service Center at 1 (888) 997-9444. It is important to confirm that the address they have listed for you is correct.


Changing your address/transferring your case

To change your address or transfer your case, please call the Family Assistance Service Center at 1 (866) 311-4287. It is important to confirm that the office has your correct address.

Additionally, you may also use the Family Assistance Office locator to notify your county office.


What happens to your SNAP (Food Stamps) or TANF (Families First) benefits after moving out of Tennessee

If you no longer live in the state that issues your benefits, you need to report your move to your county office. You are no longer eligible to continue receiving benefits from Tennessee if you move; however, you can still use any EBT benefits that remain on your card.

To provide feedback about SNAP or Families First, please call the Family Assistance Service Center at 1 (866) 311-4287.

To provide feedback about your EBT card, please call the EBT Customer Service line at 1 (888) 997-9444.


Customer Chat 

Need help finding the right information? Click the chat icon in the red circle located in the lower right corner of this screen to find many answers related to the Supplemental Nutrition Assistance Program (SNAP), Families First Program and contact information.

USDA Non-Discrimination Statement

In accordance with federal civil rights laws and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, sex (including gender identity and sexual orientation), religious creed, disability, age, political beliefs, or reprisal or retaliation for prior civil rights activity in any program or activity conducted or funded by USDA. Programs that receive federal financial assistance from the U.S. Department of Health and Human Services (HHS), such as Temporary Assistance for Needy Families (TANF), and programs HHS directly operates are also prohibited from discrimination under federal civil rights laws and HHS regulations.

Persons with disabilities who require alternative means of communication for program information (e.g., Braille, large print, audiotape, American Sign Language), should contact the agency (state or local) where they applied for benefits. Individuals who are deaf, hard of hearing or who have speech disabilities may contact USDA through the Federal Relay Service at (800) 877-8339. Additionally, program information may be made available in languages other than English.

CIVIL RIGHTS COMPLAINTS INVOLVING USDA PROGRAMS

USDA provides federal financial assistance for many food security and hunger reduction programs such as the Supplemental Nutrition Assistance Program (SNAP), the Food Distribution Program on Indian Reservations (FDPIR) and others. To file a program complaint of discrimination, complete the Program Discrimination Complaint Form, (AD-3027) found online at: https://www.usda.gov/sites/default/files/documents/ad-3027.pdf, and at any USDA office or write a letter addressed to USDA and provide in the letter all of the information requested in the form. To request a copy of the complaint form, call (866) 632-9992. Submit your completed form or letter to USDA by:

  1. Mail: Food and Nutrition Service, USDA
    1320 Braddock Place, Room 334, Alexandria, VA 22314; or
  2. Fax: (833) 256-1665 or (202) 690-7442; or
  3. Phone: (833) 620-1071; or
  4. EmailFNSCIVILRIGHTSCOMPLAINTS@usda.gov.

For any other information regarding SNAP issues, persons should either contact the USDA SNAP hotline number at (800) 221-5689, which is also in Spanish, or call the state information/hotline numbers (click the link for a listing of hotline numbers by state); found online at: SNAP hotline.

CIVIL RIGHTS COMPLAINTS INVOLVING HHS PROGRAMS

HHS provides federal financial assistance for many programs to enhance health and well-being, including TANF, Head Start, the Low Income Home Energy Assistance Program (LIHEAP), and others. If you believe that you have been discriminated against because of your race, color, national origin, disability, age, sex (including pregnancy, sexual orientation, and gender identity), or religion in programs or activities that HHS directly operates or to which HHS provides federal financial assistance, you may file a complaint with the Office for Civil Rights (OCR) for yourself or for someone else.

To file a complaint of discrimination for yourself or someone else regarding a program receiving federal financial assistance through HHS, complete the form on line through OCR’s Complaint Portal at https://ocrportal.hhs.gov/ocr/. You may also contact OCR via mail at: Centralized Case Management Operations, U.S. Department of Health and Human Services, 200 Independence Avenue, S.W., Room 509F HHH Bldg., Washington, D.C. 20201; fax: (202) 619-3818; or email: OCRmail@hhs.gov. For faster processing, we encourage you to use the OCR online portal to file complaints rather than filing via mail. Persons who need assistance with filing a civil rights complaint can email OCR at OCRMail@hhs.gov or call OCR toll-free at 1-800-368-1019, TDD 1-800-537-7697. For persons who are deaf, hard of hearing, or have speech difficulties, please dial 7-1-1 to access telecommunications relay services. We also provide alternative formats (such as Braille and large print), auxiliary aids and language assistance services free of charge for filing a complaint.

This institution is an equal opportunity provider.

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