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In 2014, the Department of Social Services reprimanded its then-contractor for SNAP call centers because wait times were in excess of 6 minutes. In August of this year, wait times were over an hour and a half
Scott Heins
/
Getty Images
Despite a federal lawsuit, callers to the state hotline handling Supplemental Nutrition Assistance Program waited on hold an average of an hour and a half in August before being connected to agents.