The New York City Council has finished an investigation into how the city processes cash assistance and food stamps after record wait times left thousands of New Yorkers waiting months for help in recent years — though city officials say the long delays should be behind them.
The Council’s oversight and investigation division released a report last month focused on the benefits centers run by the Human Resources Administration. It found while the centers were accessible and well-run, a new software system contributed to longer wait times for applicants and often created bottlenecks for staff. The report also found some people were submitting multiple applications for benefits online, sometimes in an effort to revise their applications, which only added to the ongoing backlog.
Officials with the city’s Human Resources Administration said they’re always working to improve, but said the primary driver of long wait times was the unprecedented jump in the number of people applying for aid. More than 600,000 New Yorkers rely on cash assistance, the highest number since 2000.
“As we’ve cleared the backlog, we know that the efficiencies we’ve built from responding to these unprecedented challenges will ensure the agency is better positioned to address sudden increases in caseloads over the long term,” spokesperson Neha Sharma said.
Federal and state laws mandate that applications for cash assistance and the Supplemental Nutrition Assistance Program be processed within 30 days, but the city was taking longer in a majority of cases. Less than half of all cash assistance applications were processed on time in fiscal years 2023 and 2024, city data shows. For SNAP, 40% of applications were processed on time in fiscal year 2023 and 65% in fiscal year 2024.
A majority of applications for SNAP and cash assistance are now being processed on time, city numbers show.
“There could have been more training, it could’ve been easier for the clients, all of the technology still needs help in terms of people getting support,” said Councilmember Gale Brewer, who chairs the Council's Committee on Oversight and Investigations.
She said the city should act to modernize and invest in technology and train staff to keep up with the changes.
“[The Human Resources Administration] plays a critical role for the city’s most vulnerable residents, and the agency deserves the tools and resources it needs to succeed,” she said.
City officials said they’ve made applying for benefits easier online on the AccessHRA application, lowering barriers for New Yorkers who need the help. Now, more than 90% of New Yorkers are now applying online.
Officials said they’re continuing to make improvements to their technology and software systems, and have rolled out a warning message online to let users know if they are submitting a repeat application.
"Under the Adams administration, many New Yorkers who rely on food stamps or cash assistance to meet their needs failed to receive them on-time as is required by law," Deputy Speaker Diana Ayala said in a statement.
"My office heard firsthand from constituents about how these bureaucratic delays made it difficult for them to feed their families and afford basic necessities. I'm glad that through consistent oversight and attention that the city has come out of that crisis,” Ayala said.
