POUGHKEEPSIE- Dutchess County is testing an artificial intelligence-powered phone assistant designed to help residents apply for and recertify for Supplemental Nutrition Assistance Program (SNAP) benefits.
The Dutchess County Department of Community and Family Services has been piloting the system, known as EVA, since June and July. County officials say the technology is helping reduce call wait times and administrative work while allowing staff to devote more time to residents who need individual assistance.
EVA’s phone system is available around the clock and can handle multiple calls simultaneously. It can communicate in more than 30 languages and provide general information about SNAP, the Home Energy Assistance Program, Medicaid and other DCFS services.
Since testing began July 1, EVA has handled nearly 1,200 calls, according to the county, saving more than 23 staff hours. The system can answer questions about office hours and locations, where to obtain or submit forms and verification documents, and other frequently requested information.
A second component, called EVA Rights & Responsibilities, is being used following SNAP eligibility and recertification interviews. The system reads the federally required rights-and-responsibilities information to clients in their preferred language and allows them to verbally confirm that they understand it.
DCFS has been testing that component since mid-June, and it has assisted more than 900 clients, county officials said.
The county credits the technology with helping improve the timeliness of SNAP applications. The percentage of applications processed within the required 30-day period increased from 74 percent in July 2025 to 83 percent in July 2026, according to DCFS.
County Executive Sue Serino said the technology is intended to make it easier for residents to obtain information while allowing county employees to concentrate on more complicated cases.
“Efficient and responsive customer service is a priority for us, and EVA is one example of how Dutchess County continues to use new technology to make services easier and more accessible,” Serino said.
The pilot comes as DCFS workers face increased demands related to new federal requirements for able-bodied adults without dependents, or ABAWDs. Changes to eligibility rules have expanded the age range subject to work or training requirements and increased the amount of monthly work or training required for some recipients.
County officials said those changes have added to staff workloads, making efforts to streamline routine tasks more important.
DCFS Commissioner Sabrina Jaar Marzouka said the pilot has produced positive results for both employees and residents.
“EVA gives our team more time to focus on the individuals and families who need personalized help and enables us to deliver faster, more efficient, higher-quality service,” Marzouka said.
County Social Welfare Manager II Janet McLain said reducing the time employees spend on routine portions of the SNAP process allows them to focus more on case accuracy and processing.
The county expects to fully implement both EVA components by the end of the summer.
Officials emphasized that EVA does not make eligibility decisions or have access to confidential client information. The system provides only general information available through DCFS or the New York State Office of Temporary and Disability Assistance.
According to the county, EVA meets New York State Office of Information Technology Services standards, with security and privacy measures designed to comply with HIPAA and the federal FedRAMP program.
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