In response to exploding demand for social services during COVID-19, the Louisiana Department of children and Family services implemented text-message alerts and reminders for the state’s entire SNAP caseload, launched a text-based public campaign to help people understand and apply for SNAP benefits, and hired SNAP recipients to provide client feedback on communications and policy decisions.
The Technology Transformation Service at GSA recently created a new Public Benefits Studio to focus on fostering a more cohesive, coordinated experience for the public, across programs.
This presentation was recorded at the Texting and Notification Working Group meeting coordinated in part by the Aspen Institute Financial Security Program on February 28, 2024.
WIC enrollment has declined over the last decade, preventing millions of eligible low-income individuals from accessing its benefits. This report examines state WIC outreach pilots and discusses the effectiveness of text message outreach and key considerations when developing and launching targeted text outreach campaigns.
This guide addresses technical and engineering requirements for a text messaging program, including texting platform options, and procurement and vendor management, among other technical implementation topics.
Federal Communications Commission present on how state and local agencies can legally use SMS messaging to engage with public benefits applicants and recipients, including compliance with the Telephone Consumer Protection Act (TCPA).
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.
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.
Eligible people struggle to maintain their case status for critical safety net services, often due to administrative hurdles and poor communication. Code for America piloted text message reminders to support Louisianans, which helped clients avoid costly churn. Text messages are an underrated, efficient solution for human service agencies to meet client expectations and improve case outcomes.
The article discusses how state agencies can effectively use text messaging to communicate with Medicaid and SNAP enrollees, especially following a 2021 FCC ruling that permits automated texts for informational purposes.
