This paper describes the policy choices, business practices, and technology innovations that the State of New Jersey is employing to ensure that the right people get benefits — accurately and on time.
This post from the Center on Budget and Policy Priorities argues that the traditional measures of program performance say little about the human experience of accessing benefits, and argues for enhanced performance metrics to support more human-centered delivery.
This toolkit has important information to help inform people with Medicaid or CHIP about steps to take to renew their coverage or find other health care options.
This study examines how individuals assess administrative burdens and how these views change over time within the context of the Special Supplemental Nutrition Assistance Program for Women, Infants, and Children (WIC).
Sharing lessons learned via the Medicaid Churn Learning Collaborative, which is working to reduce Medicaid churn, improve renewal processes for administrators, and protect health insurance coverage for children and families.
This benefits protection toolkit is a step-by-step guide to develop and integrate a benefits protection strategy into your Direct Cash Transfer (DCT) program design. This toolkit includes a set of customizable templates, letters, and other tools which should be downloaded and modified for your pilot and local context.
Ruling from the FCC granting the U.S. Department of Health and Human Services (HHS) to confirm that federal and state governmental agencies working in conjunction with local governments, governmental contractors, and managed care entities acting under contract with state governments may, under certain circumstances, make autodialed and prerecorded or artificial voice calls or send autodialed text messages to raise awareness of the eligibility and enrollment requirements for these governmental health care programs without violating the Telephone Consumer Protection Act (TCPA).
Oklahoma Human Services (OKDHS) modernized their service delivery by reducing their real estate footprint, designing trauma-informed and user-friendly spaces, and expanding an embedded worker program to improve accessibility and client experience. Through their "Service First" strategy, OKDHS aims to create more equitable and compassionate interactions, reaching vulnerable populations while addressing high occupancy costs.
This kit contains a collection of styles, components, and building blocks to quickly create action-forward emails for Unemployment Insurance programs within the U.S. An email library of 50+ examples are also provided for you to get started. Customize with your state logo and colors that are already in the file. Report of project is included.
This report presents a menu of strategies that have the potential to increase access to individual public benefit programs or a package of benefits. It focuses on Illinois, but the strategies identified are relevant throughout the country.
When people hit the moment in the HealthCare.gov sign-up process where they need in-person help, they’re likely frustrated and at risk of abandoning the process altogether. To help, Ad Hoc designers on the Centers for Medicare & Medicaid Services (CMS) Find Local Help team extensively researched user pain points and used human-centered design to create a tool that respects the stress users may experience and delivers the information they need as quickly and simply as possible.
