POUGHKEEPSIE — Continuing Dutchess County’s commitment to customer service and workforce efficiency, the Dutchess County Department of Community and Family Services (DCFS) has been piloting EVA, an artificial intelligence–powered virtual phone assistant designed to help clients apply or recertify for Supplemental Nutrition Assistance Program (SNAP) benefits. EVA provides quick, convenient, around-the-clock customer service and helps DCFS staff better serve residents seeking assistance. DCFS Commissioner Sabrina Marzouka presented an update about EVA to members of the Dutchess County Legislature yesterday; the presentation is available online.
Dutchess County Executive Sue Serino said, “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. By helping our neighbors find reliable information quickly and making the application process more efficient, we are enabling our team to spend more time focusing on the unique needs of the people and families we support.”
EVA is an AI-powered phone system with specialized components designed for Social Services Districts. Over the past two years, 17 New York counties have begun using EVA components with great success. DCFS is currently piloting two EVA components for the SNAP program : the EVA Phone system and the EVA Rights & Responsibilities (R&R) module.
EVA Phone answers inbound calls 24/7/365 and can speak in more than 30 languages, reducing barriers for clients and helping them get answers more quickly. EVA can handle multiple calls at once, ensuring callers are not left waiting on hold or hearing a busy signal. Since testing began on July 1, EVA has handled nearly 1,200 calls, saving more than 23 staff hours and providing frequently requested information, including:
• Office hours and locations
• Where to find or submit forms and verification documents
• General program information for SNAP, HEAP, Medicaid, and more
• Answers to frequently asked questions about DCFS services
The EVA R&R component recites the federally-required SNAP Rights & Responsibilities script to clients following their eligibility or recertification interview. Clients hear the script in their preferred language and verbally attest to understanding it, improving both compliance and quality assurance. This allows DCFS staff to use the time previously spent reciting the script to complete interview notes and process applications more quickly. DCFS has been testing this component since mid-June and has already assisted more than 900 clients.
As a result of EVA’s efficiency, DCFS improved its SNAP application timeliness rate — applications processed within 30 days — from 74 percent in July 2025 to 83 percent in July 2026 during the test period. Feedback from clients and staff has been positive. DCFS expects to fully implement both EVA components by the end of the summer.
DCFS Commissioner Sabrina Jaar Marzouka said, “Our department is thrilled with the positive results EVA has brought our clients and staff during the testing phase. This innovative tool assists many in our community who turn to DCFS for SNAP support. 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.”
Implementation of EVA comes at a critical time for DCFS, as staff help SNAP recipients navigate new federal requirements for Able-Bodied Adults Without Dependents (ABAWD). Expanded age ranges and mandated monthly work or training hours have significantly increased staff workloads, making workflow improvements even more essential.
DCFS Social Welfare Manager II Janet McLain said, “I am very excited to utilize EVA. We are finding that EVA is saving valuable time. By reducing time spent reading rights and responsibilities, our staff can dedicate more attention to accuracy, case processing and providing quality services to our community. We hope continued use of EVA will help reduce heavy workloads and improve morale for our dedicated staff.”
EVA meets all New York State Office of Information Technology Services (ITS) standards and does not have access to confidential information. Its security and privacy protections comply with the Health Insurance Portability and Accountability Act (HIPAA) and the Federal Risk and Authorization Management Program (FedRAMP). EVA does not make decisions; it only relays general information publicly available through DCFS or the New York State Office of Temporary and Disability Assistance (OTDA).
To learn more about the benefits and services available through the Department of Community & Family Services, visit www.dutchessny.gov/DCFS.
