Topic: Outreach Language
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Communications 
Communication + Engagement Lab Playbook
This Playbook is produced by the New Jersey State Office of Innovation’s to help government resources better connect their audiences and constituents to their programs. In this resource, readers will find a step-by-step process to uncover and validate an approach that will can guide your constituents to act— appropriate for all roles, including communications director, program manager, developer, product manager, or public policy practitioner.
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Communications 
Tips on Equitable Communication Practices in a Policy Context
Initially created to inform federal staff at the U.S. Department of Health and Human Services, this tip sheet highlights the importance of using equitable communication and includes tips, guiding questions, and additional resources.
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Human-Centered Design 
Project Snapshot: Trauma-Informed Homelessness Service Interactions and Strategy
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.
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Communications 
Texting Playbook: Recommendations and Tips for Texting Clients of Safety Net Services
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.
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Communications 
Encouraging Uptake of Benefits with Psychological Ownership Messaging
A brief report on our quantitative research about messages that increase people's take-up of government benefits by making them feel like those benefits belong to them.
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Communications 
Promoting Public Benefits Access Through Web-Based Tools and Outreach: A National Scan of Efforts. Volume I: Background, Efforts in Brief, and Related Initiatives
Demand for public benefits is rising in response to continued economic pressure on vulnerable people, in addition to changes in eligibility rules for some safety net programs. This report summarizes existing benefits access efforts, studies the successes and challenges of benefits expansion efforts through a subset of in-depth case studies, and analyzes the potential for sustaining, expanding, and replicating successful efforts.
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Accessibility 
Language and Disability Access in NYC
Description of NYC language and disability access requirements, along with best practices to improve communication between NYC government and its diverse constituents.
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Communications 
Targeted Text Message Outreach Can Increase WIC Enrollment, Pilots Show
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.