Refutes Gotbaum
To The Editor:

I would like to have HRA's response to the Public Advocate's report published in the Queen's Gazette with an acknowledgement that the methodology of the research was flawed and based on calls to very few programs. It is our position that the report provides an inaccurate view of the Hunger Hotline and fails to point out improvements in operations since 2004.

Your article, "Gotbaum: Hunger Hotline Fails New Yorkers In Need" [Gazette, Aug. 16, 2006, written and submitted by the Office of the Public Advocate] quotes Ms. Gotbaum as stating, "The Human Resources Administration has known about these problems but hasn't solved them." However, the report failed to point out-even though we had made clear to the Public Advocate-that the Hunger Hotline updates information on the hours and locations of food pantries and soup kitchens as soon as we receive it, always within 24 hours. And it failed to note that small centers and kitchens sometimes alter their hours on short notice and very temporarily. The contact person for the emergency feeding program is responsible for providing all programmatic information to HRA, and is required to inform us of any changes in hours of operation. Callers can access information about programs with evening and weekend hours if they request location coordinates with the hours of operation that they need.

Additionally, the report indicates that the hotline does not provide information such as requirements to bring specific documents.

However, HRA DOES NOT require emergency food programs to request ANY documentation.

Furthermore, a caller can access a live operator Monday through Friday, from 8 am to 5 pm. In response to the report, HRA is changing the "menu" of the recording so that it is more clear to callers that a live operator option is available.

HRA Infoline staff members are fully trained to use the Geneva Language Line which provides interpretation services for callers who need assistance with languages not provided by staff. Infoline agents obtain the language needed, as well as the name and telephone number of the caller, and then contact the caller with an interpreter on the line.

Finally, the hotline DOES offer information about the availability of HRA services such as Food Stamps and Medicaid. Information regarding eligibility for expedited food stamps is available on Infoline (877472-8411) and on the HRAWeb site.

Thank you. Barbara Brancaccio Deputy Commissioner Office of Public Information and Communications New York City Human Resources Administration