The report highlights a project to improve the Philadelphia Office of Homeless Services' (OHS) prevention and intake processes by implementing trauma-informed practices. In collaboration with staff, participants, and trauma experts, the project aimed to reduce distress for those accessing services while equipping staff with tools and training to better manage trauma-related interactions, creating a more supportive and empathetic service environment.
The Digital Services Network (DSN) spoke with the director of OOI’s Business Experience Initiative, E.J. Kalafarski, the director of Business Experience for the State, Jessica Lax, and product manager, Joe DeLaTorre, to learn about Business.NJ.gov’s live chat feature.
This study found that using state-specific names for Medicaid programs increased confusion and reduced both positive and negative opinions about the program.
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.
A toolkit that explains how to apply a content-first design approach to public services, helping teams design content strategy and interfaces based on user needs.
