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.
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.
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 presentation from Steph White, Cross Enrollment Coordinator at the Michigan Department of Health and Human Services offers an in-depth example on implementing cross enrollment with WIC and general tools for cross enrollment.
Code for America offers government agencies a general overview of getting started with implementing text messaging services for clear, responsive communication during the COVID-19 pandemic.
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.
This guide is intended to provide a general overview of the national statutory and regulatory landscape governing the legality of sending large volumes of text messages and sharing client information.
This guidebook aims to equip state and local agencies with the practical insights they need to develop a text messaging outreach program for SNAP recertification.
