The average wait to speak with a caseworker has grown to more than an hour, up from less than 20 minutes before the changes began about a year ago. The share of calls answered fell from 79.9% to 64.4%, a decline of 15.5 percentage points.

The Supplemental Nutrition Assistance Program (SNAP) has faced new federal requirements over the past year. Josh Goodwin, director of the Ohio Poverty Law Center, said recipients are calling for help understanding the changes and what they must do to keep benefits.

“When they’re not getting answers, they’re left in the dark not knowing what to do,” Goodwin said. He warned that unanswered questions could leave some people without benefits they remain eligible to receive.

Franklin County Job and Family Services Director Michelle Lindeboom said in an Oct. 1 interview that the SNAP changes have increased administrative work, without adding staff to handle it. In a statement on Oct. 15, a county agency spokesperson said staff were working at current staffing levels and reviewing procedures to reduce phone waits. The spokesperson said requirements under federal law known as HR 1 had created additional challenges, while the agency sought to serve residents with fewer resources.

Goodwin said the strain could grow when additional Medicaid requirements take effect in January, bringing more calls and paperwork. Without a substantial increase in trained staff, he said, he expects conditions to worsen.

The delays matter because SNAP and Medicaid are essential supports for households navigating food and health costs. For residents who need help meeting eligibility rules or resolving a case, difficulty reaching a worker can make it harder to understand deadlines and maintain coverage.