Redesigning benefits applications, renewals, and correspondence using human-centered design is one of the most impactful things state and local government agencies can do to ensure that all eligible residents can access social safety net resources. This guide includes practical insights for benefits administrators considering a comprehensive redesign of benefits delivery processes.
Creating content that is easily accessible for social safety net benefit applicants and recipients can require a range of expertise and input from policy experts, communications leads, designers, and software developers. However, this task need not be as daunting as it seems. This guide discusses general characteristics shared by organizations that have successfully created accessible content, and includes case studies that showcase characteristics of successful accessible content teams.
This resource outlines strategies for cross-enrollment outreach, which can break down silos between programs and reach applicants who may be eligible for under-enrolled benefits programs.
This guidance document from the Food and Nutrition Service (FNS) allowed states more flexibility in verifying SNAP applicant identity. This guidance followed six years of pilot projects, during which states gave SNAP applicants the option to authenticate their identity using a set of multiple choice authentication questions produced by a third-party vendor based on electronically matched public records, in place of using traditional methods to authenticate identity. In addition, and consistent with federal law, states participating in the project continued to accept and begin processing any application that included at least the applicant’s name, address and signature, even if the application was otherwise incomplete.
This resource contains specific examples that highlight the advantages of designing reusable code components, software tools, or design formats. This guide also illustrates the possibilities for connecting new components to existing system infrastructure.
By taking on one or more steps to integrate benefits incrementally, on a small, more localized scale, benefits administrators can make progress towards improving resident and staff experiences. This guide outlines ideas for launching an integrated benefits application in stages, and strategies to pilot new tools.
While some approaches to benefits integration use technology to improve processes and user experience, other approaches rely less on technology or datasets and more on improving frontline staff’s knowledge and capacity. The examples in this guide describe how peer-to-peer training and updated interview scripts can help connect residents to the benefits they are eligible for.
A case study of the Hawai‘i Career Acceleration Navigator — an accessible, data-driven and full-service government platform for unemployed people and other jobseekers to search for jobs and access supportive service benefits.
As we look to post-pandemic recovery, it will be critical to ensure that individuals have access to resources and supports that not only help them meet basic needs but also provide them with tools to increase their economic security and resilience and build assets that can be passed on to future generations, setting them up for future success.
This toolkit provides questions for agencies to consider, examples, and suggested resources for exploring ways to make certification easier for families and WIC staff.
This visualized report is a first first-of-its-kind view of the state of benefits applications across the nation from a client perspective, including information on application availability online, combined benefit applications, application completion times, as well as login and identity proofing requirements.
