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.
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.
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.
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.
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.
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.
