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.
A research snapshot summarizing early findings from outreach and discovery work to identify high-impact opportunities for improving public benefits delivery, with an initial focus on notifications.
A case study documenting the creation, pilot, impact, and eventual sunset of a government text-messaging service used to improve how agencies communicate with the public.
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.
The article discusses how state agencies can effectively use text messaging to communicate with Medicaid and SNAP enrollees, especially following a 2021 FCC ruling that permits automated texts for informational purposes.
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 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.
A practical guide for government teams on how to design, test, and run effective public text message campaigns for benefits and service communications.
