This resource examines how improvements in customer service experiences in public benefit programs like Medicaid, CHIP, and TANF can help better meet enrollees’ needs and build trust in government.
This Urban Institute report identifies strategies to improve young people’s access to public benefits through targeted outreach, benefit navigation, cross-organizational partnerships, and streamlined eligibility processes.
This report explores how state and local agencies can enhance customer service in health and human services by implementing technologies such as web-based tools, mobile applications, and call center innovations, aiming to streamline processes and improve client interactions.
The Texting Playbook provides guidance and well-researched strategies to help state agencies implement texting in support of Medicaid, SNAP, WIC, and other benefits programs. It provides an overview of how to start texting clients; the types of messages to send, including real examples; Federal Communications Commision (FCC) policy guidance; how to encourage opt-ins and collect consent; how to avoid coming across as spam; and a cost analysis of texting.
An outline of the opportunities for modernizing SNAP to better meet participant needs by streamlining enrollment, improving digital access, and enhancing coordination with other safety net services.
Through the ACCESS project, key collaborators have shared insights into current and future opportunities for alignment within their agencies, including potential enablers for and barriers to alignment activities.
American Public Human Services Association (APHSA)
This report analyzes the impact of waivers that allowed WIC participants to be certified without in-person visits during the COVID-19 public health emergency, assessing effects on access, participation, and service delivery.
During this event, researchers addressed questions with findings from data collected from state UI agencies across the country and focus groups with women who have experienced unemployment.
This brief highlights key takeaways from APHSA’s work on young families, starting with an overview of the young families work and its early years, followed by key takeaways and highlights from its final year, ending with opportunities for future work in the young families space.
American Public Human Services Association (APHSA)
Michigan's UIA director, Julia Dale, is leading the agency through transition by prioritizing lived experience, hope, grit, and values. Virginia's SNAP Program Manager, Michele Thomas, highlighted the success of Sun Bucks, a summer EBT child nutrition program that fed over 700,000 kids in its first year.
The Summer EBT Playbook offers states practical strategies, tools, and examples to effectively implement the new Summer EBT program, ensuring low-income children receive food benefits when school is out.
