In 2005, several local quality councils identified the fee agent process as an area in our workflow system that needs improvement. A group of staff from various regions and offices was formed that year to review the process. Their objective was clear, to make the process more efficient and provide better service to clients.

One area of improvement the group identified is the need to clarify the fee agent’s role. Confusion about the role fee agents play in the eligibility process has been evident over the years. Questions were also brought up concerning the need for fee agents and whether it is a necessary service for the Division.

Brief History of Fee Agents in Alaska
Almost 30 years ago a resident of a remote village in Southwest Alaska filed a suit against the State of Alaska because his family did not have adequate access to public assistance programs, especially the Food Stamp Program.  To meet the needs of similarly situated families and to be in compliance with the intent of federal law, Alaska proposed a process to allow families living in communities far removed from a DPA Office better access to public assistance applications and program information. 

In response, federal law was amended in 1981 to authorize the use of fee agents in rural Alaska.  The fee agent would make applications available to low-income households, assist in the completion of applications, conduct required interviews, secure required verification, and forward completed applications and supporting documentation to the Division of Public Assistance. 

Fee Agents in Alaska Today
Over the years there has been much debate over the effectiveness and need for community fee agents.  Often the debate has overlooked the basic premise of why the fee agent system was established (i.e. community access) and the limitations in federal regulations of what duties and tasks can reasonably be expected of someone who is not a state employee and is reimbursed on a fee for service basis.

Alaska remains the only state in the Union that uses fee agents to extend and expand program access to small, remote communities. Today, approximately 300 fee agents in over 150 rural communities continue to offer low-income families a point of contact that can help families apply for public assistance.

Fee agent services in many parts of the state remain a critical part of our service delivery model.  However, despite changes in technology, expansion of public assistance programs and changes in policies and practices, the role and responsibility of the fee agent has remained largely unchanged. 

It remains clear that fee agents can and do provide a valuable service to members of their community and to DPA.  The availability of fee agents in the rural areas gives clients from rural areas access to DPA programs and services. Although a fee agent’s role is specific only to providing forms, interviewing applicants, and submitting the applicant’s paperwork to the nearest DPA office, they are considered a valuable resource.

We are always looking for ways and means to improve all our service delivery strategies and the fee agent system is no exception. If you have comments or suggestions, please email Clarissa Moon at Clarissa.Moon@alaska.gov.