Department of Health says SNAP timeliness and eligibility staffing are improving; virtual contact center funding unresolved
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Summary
Department officials told the House Health subcommittee that DPA modernization has cut SNAP processing timeliness to 43 days on average and that 15 new eligibility technician PCNs were created (1 filled, 14 recruiting). The department said it will follow up on whether a $4.1 million virtual contact/call center request remains needed.
Commissioner Heidi Hedberg and assistant commissioner Pam Halloran told the House Finance (Health) subcommittee on Jan. 27 that investments in IT and staffing have improved Division of Public Assistance operations, but some capacity gaps remain and the department will provide follow‑up details on specific funding requests.
Hedberg highlighted IT modernization and operational changes that the department says have reduced SNAP application timeliness. “That monthly report in January reflected that our timeliness is down to 43 days,” Hedberg said, adding that the federal expectation is 30 days. The department noted Phase 2 of the Alaska Connect portal will allow clients to track application status, and that a virtual assistant tool for eligibility technicians is being rolled out this spring to provide consistent policy answers.
On staffing, the department said the legislature provided funding for 15 additional eligibility technicians; the department reported one of those positions was filled and 14 are in the process of being filled to support a planned virtual contact center. Representative Gray cited newspaper reporting that 332 PCNs were authorized but only 218 were filled in 2025 and asked how the department plans to hire the remainder; department staff pointed to streamlining of hiring processes and an eligibility class/compensation study launched in August 2025.
Funding questions and follow-up: Chair Josephson and committee members asked whether $4.1 million was required for a virtual call/contact center that the committee did not fund last year. The department said it would provide the detailed breakdown and follow up next week. In other program updates, Hedberg said the legislature appropriated $5.9 million for childcare grants last year and the department increased the base grant (first update since 2012), is piloting infant/toddler supports and workforce subsidies, and continues start‑up grants for new licensed childcare providers.
Senior benefits: Hedberg and Assistant Commissioner Halloran also explained an immediate, temporary reduction in the highest senior benefit tier effective Feb. 1 because demand outpaced current appropriations; Halloran said that highest tier was reduced from $125 to $76 per individual per month and the FY27 request includes a $480,000 increment intended to restore benefit levels.
Provenance: topicintro — excerpt: “So that's kind of a, like, high level situational awareness of what's happening within the division…that monthly report in January reflected that our timeliness is down to 43 days.” (SEG 172–186). topicfinish — excerpt: “We call it DPA in a box…It was a pilot…we had an eligibility technician that went out to Kotzebue and Delta Junction…” (SEG 623–633).
What the committee asked for next: the department committed to provide a breakdown of the childcare grant allocations and the exact funding needed for a virtual contact/call center.
Speakers quoted: Heidi Hedberg, Commissioner, Department of Health; Pam Halloran, Assistant Commissioner, Department of Health; Representative Gray; Chair Josephson.