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.
Ruling from the FCC granting the U.S. Department of Health and Human Services (HHS) to confirm that federal and state governmental agencies working in conjunction with local governments, governmental contractors, and managed care entities acting under contract with state governments may, under certain circumstances, make autodialed and prerecorded or artificial voice calls or send autodialed text messages to raise awareness of the eligibility and enrollment requirements for these governmental health care programs without violating the Telephone Consumer Protection Act (TCPA).
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.
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).
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.
LA’MESSAGE is a one-way text messaging service developed by Code for America in partnership with Louisiana to broadcast reminders and guidance to residents enrolled in and eligible for SNAP, Medicaid, TANF, and WIC at key points throughout the benefits enrollment and renewal process.
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.
The Technology Transformation Service at GSA recently created a new Public Benefits Studio to focus on fostering a more cohesive, coordinated experience for the public, across programs.
