Applicants to federal aid programs face numerous barriers in accessing benefits they are eligible for. The Centers for Medicaid and Medicare conducted an extensive qualitative user research study to better understand applicant experience in enrolling in public assistance programs. Based on the results, the study emphasizes the need for simplified, streamlined and less burdensome application processes.
In this brief, APHSA outlines its commitment to addressing the causes of structural inequities by first illuminating structural root causes of race inequity within the context of human services. The brief outlines approaches to doing the intentional and systematic work that is required to counteract the structural barriers human services systems have fostered.
American Public Human Services Association (APHSA)
This report highlights lessons learned from improving economic stability and well-being outcomes for young parent families, focusing on interagency collaboration, community engagement, data-driven improvement, and aligned services to guide future efforts.
U.S. Digital Response partnered with the Department of Labor to design a human-centered, low-code solution for efficient retroactive unemployment benefit determination.
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.
This resource describes how different agencies have updated their systems to increase online and mobile access to benefits information and applications, including using text messages to share benefits information with residents. These approaches enable residents to more effectively access benefits information, and can meet resident needs across a range of accessibility requirements.
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.
This guide highlights approachable ideas for state and local public benefits agencies to improve applications, renewals, and correspondence. As outlined in this resource, even small improvements can be transformative for residents and caseworkers alike.
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.
The U.S. Department of Labor is working with states, territories, and the public to develop strategies to continuously improve the nation’s unemployment insurance (UI) systems. All of the work shown on this site to date came from the Claimant Experience Pilot engagement between U.S. Department of Labor, the New Jersey Department of Labor and Workforce Development and the Arkansas Division of Workforce Services funded through ARPA.
