The nation’s long-term care system has struggled for many years, and those constraints are expected to deepen as our nation ages. In 2019, Washington State became the first in the United States to pass legislation that would enable a public state-operated long-term care insurance program, the Washington Cares Fund. We conducted research with the goal to identify concrete ways for Washington State to implement this fund so that it is accessible to all and it supports living-wage jobs for care workers. In this report, we discuss our research methods, we present personas of individuals seeking long-term supports and services from the Washington Cares Fund, and we offer a list of recommendations that, while intended for Washington State, we see as applicable to other states that will embark on offering similar long-term services to residents.
Comprehensive and sustained improvement in benefits access and customer experience requires changes across policy, operations, technology, staffing, procurement, and more. This guide offers a collection of actions and best practices for states to apply.
The Unemployment Insurance Equitable Access Toolkit contains common equity recommendations, promising practices, and insights, represented visually as a different floor of an agency office building, compiled in one interactive document.
Article describing the “time tax,” the costs to people applying or benefits in terms of spending substantial amounts of time navigating user-unfriendly interfaces. The article describes the necessity of simplifying safety-net programs and cross-coordinating across various social service programs.
This guide provides practical insights for benefits administrators on redesigning benefits systems using human-centered design to ensure all eligible residents can access crucial social safety net resources.
Executive Order 14058, issued by President Joe Biden on December 13, 2021, aims to enhance the federal customer experience and service delivery to rebuild trust in government.
