Skip to content

Social Services Requests Documentation

Menu Location: Customers > Social Services Requests

Access Level: Manager and above

Last Updated: 2026-03-01

Overview

The Social Services Requests page manages customer accounts that receive food assistance through partnerships with social service organizations, food banks, or government programs. This helps track subsidized subscriptions, document program participation, and manage special pricing for qualifying customers.

Primary Functions:

  • Track social services customer accounts
  • Manage subsidized subscription pricing
  • Document qualifying program information
  • Monitor program funding and allocation
  • Report on social impact metrics
  • Coordinate with social service partners

Page Layout

Header Section

  • Page Title: "Social Services Requests"
  • Add New Request Button: Create new social services customer
  • Active Requests Count: Current program participants
  • Export Button: Download program data

Summary Dashboard

  • Total Active Participants: Current social services customers
  • Total Monthly Subsidy: Sum of subsidies provided
  • Programs Served: Count of different programs
  • Pending Applications: Awaiting approval

Requests Table

Displays social services customers with columns:

  • Customer Name: Participant name
  • Program: Social services program (SNAP, WIC, Food Bank, etc.)
  • Subsidy Amount: Discount or funding amount
  • Funding Source: Organization covering costs
  • Start Date: Program enrollment date
  • End Date: Program expiration (if applicable)
  • Status: Active, Pending, Expired, Cancelled
  • Actions: View, Edit, Renew, End

Filter Options

  • By Program: SNAP, WIC, Food Bank, Community Org
  • By Status: Active, Pending, Expired
  • By Funding Source: Which organization funds
  • By Date Range: When enrolled

Creating Social Services Requests

Add New Request

Steps:

  1. Click "Add New Request" button
  2. Request form appears
  3. Fill in customer and program details
  4. Configure subsidy and funding
  5. Upload required documentation
  6. Click "Create Request"
  7. Request created, pending or approved based on workflow

Request Information Fields

Customer Information:

  • Customer Name (Required): Full name of recipient
  • Email: Contact email
  • Phone: Contact number
  • Address: Delivery address

Existing Customer?

  • Link to Existing Account: If customer already has account
  • Create New Account: If new customer

Program Information:

  • Program Type (Required): Select from:
  • SNAP/EBT
  • WIC
  • Food Bank Partnership
  • Community Organization
  • Government Assistance
  • Charitable Donation
  • Other (specify)

Program Details:

  • Program Name: Specific program (e.g., "City Food Bank - Senior Program")
  • Case Number: Program case/ID number
  • Caseworker Name: Contact person at organization
  • Caseworker Email/Phone: Contact info

Subsidy Configuration

Subsidy Type:

  • Full Subsidy: 100% covered by program
  • Partial Subsidy: Customer pays portion
  • Fixed Discount: Specific dollar amount off
  • Percentage Discount: Percentage off subscription

Subsidy Amount:

  • Enter dollar amount or percentage
  • Example: $45/week fully subsidized, or 50% off regular price

Payment Structure:

  • Customer Pays: Amount customer responsible for (if any)
  • Program Pays: Amount covered by organization
  • Total Box Value: Full retail value

Billing:

  • Bill Customer: If customer pays portion
  • Bill Organization: If organization invoiced
  • Pre-Funded: If organization paid upfront

Funding Source

Organization Information:

  • Funding Organization: Which org covers costs
  • Contact Name: Org representative
  • Contact Email/Phone: Communication
  • Purchase Order Number: If applicable
  • Grant/Fund Name: Specific funding source

Funding Limits:

  • Total Funding Available: Allocated amount
  • Per-Customer Limit: Max per participant
  • Time Limit: How long funding lasts

Program Duration

Start Date (Required):

  • When subsidy begins
  • Can be retroactive or future-dated

End Date:

  • No End Date: Ongoing until renewed
  • Specific Date: Program expiration
  • Auto-Renewal: Renew annually

Review Period:

  • How often to review eligibility
  • 30 days, 90 days, 6 months, annually

Managing Social Services Requests

View Request Details

Steps:

  1. Find request in table
  2. Click customer name or "View" button
  3. See complete request information
  4. View subsidy history
  5. See delivery history
  6. Check documentation

Displayed Information:

  • Customer account details
  • Program information
  • Subsidy amount and structure
  • Funding source and allocation
  • Start/end dates
  • Renewal history
  • Uploaded documentation
  • Order history

Edit Request

Steps:

  1. Find request in table
  2. Click "Edit" button
  3. Update program information
  4. Modify subsidy if needed
  5. Update end date or renewal
  6. Click "Save Changes"

Editable Fields:

  • Subsidy amount
  • End date
  • Program details
  • Contact information
  • Status

Not Editable:

  • Start date (historical record)
  • Customer (create new request instead)

Renew Program Participation

Steps:

  1. Find expiring or expired request
  2. Click "Renew" button
  3. Verify customer still qualifies
  4. Update documentation if needed
  5. Set new end date
  6. Confirm subsidy amount
  7. Click "Renew Program"

Renewal Process:

  • Creates continuation of existing request
  • Maintains history
  • May require re-verification

End Program Participation

Steps:

  1. Find active request
  2. Click "End" button
  3. Select end reason:
    • Program completed
    • Customer no longer qualifies
    • Funding exhausted
    • Customer request
    • Other
  4. Set end date
  5. Optional: transition plan
  6. Click "End Participation"

After Ending:

  • Customer account remains
  • Subsidy removed
  • Can revert to regular pricing or cancel

Documentation Management

Required Documentation

Typical Documents:

  • Proof of program eligibility (SNAP card, WIC voucher, etc.)
  • Funding authorization from organization
  • Case worker approval
  • Income verification (if required)
  • Consent forms

Upload Process:

  1. Edit request
  2. Scroll to Documents section
  3. Click "Upload Document"
  4. Select file from computer
  5. Add document description
  6. Click "Upload"

Document Review:

  • View uploaded documents
  • Verify completeness
  • Download for records
  • Share with funding organization

Common Use Cases

Use Case 1: Food Bank Partnership Program

Goal: Partner with local food bank to serve 50 families

Steps:

  1. Establish partnership agreement
  2. Food bank allocates $5,000/month for subscriptions
  3. Create requests for referred families:
    • Add New Request
    • Program: "Food Bank Partnership"
    • Funding Source: "City Food Bank"
    • Subsidy: $45/week (full subsidy)
    • Total allocation: $5,000 ÷ $180/month = ~28 families
  4. Food bank case workers refer families
  5. Create request for each family
  6. Monitor monthly allocation
  7. Report impact to food bank

Result: 28 families receive weekly produce boxes at no cost

Use Case 2: SNAP/EBT Customer Discount

Goal: Offer 50% discount to SNAP-eligible customers

Steps:

  1. Create request for SNAP customer
  2. Program Type: SNAP/EBT
  3. Request proof of SNAP participation
  4. Subsidy: 50% off subscription
  5. Customer pays 50%, charitable fund covers 50%
  6. Bill customer for their portion
  7. Track charitable fund usage
  8. Renew quarterly with re-verification

Result: Affordable subscriptions for low-income families

Use Case 3: Senior Services Program

Goal: Subsidized boxes for seniors through Area Agency on Aging

Steps:

  1. Partner with Area Agency on Aging
  2. They fund $3,000/month for senior program
  3. Create requests for qualifying seniors (60+)
  4. Subsidy: $35/week per senior
  5. Agency invoiced monthly for total usage
  6. Monitor funding (track $3,000 limit)
  7. Waitlist if funding cap reached
  8. Report nutritional impact to agency

Result: Seniors receive fresh food, agency supports community

Use Case 4: Charitable Donation-Funded Boxes

Goal: Donors sponsor boxes for families in need

Steps:

  1. Donor contributes $500 ("Sponsor a Family" program)
  2. $500 covers ~2 families for 3 months
  3. Create requests for 2 families
  4. Funding Source: "Donor - [Name]" or "General Donation Fund"
  5. Subsidy: Full subsidy ($45/week)
  6. End Date: 12 weeks from start
  7. Send impact report to donor after program

Result: Donor sees direct impact, families receive help

Use Case 5: Community Organization Partnership

Goal: Work with nonprofit to serve their clients

Steps:

  1. Nonprofit refers qualifying clients
  2. Create request for each client
  3. Program: "Community Organization - [Org Name]"
  4. Subsidy: Varies by client need
  5. Nonprofit tracks who receives boxes
  6. Quarterly review of client eligibility
  7. Report outcomes to nonprofit

Result: Integrated support for nonprofit's mission

Reporting and Impact Measurement

Program Reports

Generate Reports:

  • Total participants served
  • Total subsidy provided
  • Breakdown by program type
  • Funding source allocation
  • Customer retention in programs
  • Boxes delivered to social services customers

Export Options:

  • CSV export for analysis
  • PDF report for partners
  • Monthly summaries
  • Annual impact reports

Social Impact Metrics

Track:

  • Families Served: Count of households
  • Pounds of Food: Total food distributed
  • Meals Provided: Estimated meal count
  • Subsidy Value: Dollar value of support
  • Program Retention: % staying in program
  • Customer Feedback: Satisfaction surveys

Report to:

  • Funding organizations
  • Board of directors
  • Grant applications
  • Community impact statements

Troubleshooting

Customer Not Receiving Subsidy

Check:

  1. Is request status "Active"?
  2. Has program started (past start date)?
  3. Has program not expired?
  4. Is subsidy configured correctly?

Solutions:

  1. Activate request if pending
  2. Adjust start date if needed
  3. Extend end date
  4. Verify subsidy amount in request

Funding Limit Reached

Symptoms:

  • Can't add more participants
  • Monthly allocation exhausted

Solutions:

  1. Contact funding organization for additional allocation
  2. Create waitlist for new participants
  3. Review current participants for eligibility
  4. Seek additional funding sources

Billing Issues

Check:

  1. Who is responsible for payment (customer, org, hybrid)?
  2. Is billing configuration correct?
  3. Is organization invoice being sent?

Solutions:

  1. Verify payment structure in request
  2. Correct billing settings
  3. Set up recurring invoicing to organization
  4. Communicate billing with customer and org
  • Customers - View social services customers
  • Customer Detail - Individual customer accounts
  • Orders - Deliveries to program participants
  • Billing - Invoicing to organizations
  • Reports - Impact and program reports

Best Practices

Program Management

  1. Verify eligibility before enrollment
  2. Document thoroughly for accountability
  3. Review regularly (quarterly or annually)
  4. Track funding to avoid over-allocation
  5. Communicate clearly with partners

Customer Service

  1. Respectful communication with program participants
  2. Privacy protection for sensitive information
  3. Responsive support to partner organizations
  4. Flexible solutions for individual situations
  5. Dignity-centered service delivery

Financial Management

  1. Monitor funding against allocation
  2. Invoice promptly if billing organization
  3. Track subsidy separately from regular revenue
  4. Report accurately to funding sources
  5. Maintain transparency with partners

Impact Measurement

  1. Collect data on families served
  2. Track retention in programs
  3. Gather feedback from participants
  4. Document outcomes for funders
  5. Share impact stories (with permission)

Quick Reference Card

Task Action/Location
Add new program participant Click "Add New Request" button
View active participants Filter: Status = Active
Check funding allocation View Summary Dashboard
Renew expiring program Find request > Renew button
End participation Find request > End button
Upload documentation Edit request > Documents section
Generate impact report Export button > Select report type
View customer orders Click customer name > Orders tab
Invoice organization Billing section in request detail
Track subsidy usage Summary Dashboard > Monthly Subsidy

FAQs

Who can access social services customer information?

Only managers and administrators. This information is confidential and protected.

How do we verify customer eligibility?

Collect required documentation (SNAP card, income verification, case worker referral, etc.) and store in Documents section.

Can customers transition from social services to regular pricing?

Yes, when program ends, customer can continue at regular price, receive different subsidy, or cancel.

How do we invoice partner organizations?

Configure billing settings in request, system generates monthly invoices to organization based on actual usage.

What if a customer no longer qualifies mid-program?

Edit request, change status, adjust end date. Communicate sensitively with customer about transition.

Can we track impact for grant reporting?

Yes, export program reports with families served, food distributed, subsidy value, and outcomes.

How do we handle waitlists when funding is limited?

Document interested families, note funding limit reached, contact as funding becomes available.

Can customers pay partial amounts?

Yes, set subsidy type to "Partial Subsidy" and specify customer payment amount.

What happens to customer account if program ends?

Account remains, subsidy removed. Customer can opt for regular pricing or cancel service.

How do we protect customer privacy?

Social services information is confidential, only accessible to authorized admin staff, never shared without consent.

Change Log

2026-03-01

  • Initial documentation created
  • All sections completed following template structure

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.