QUESTION
What specific steps has the Human Resources Administration (HRA) taken to improve the processing of cash and SNAP benefits?
1:15:37
·
125 sec
The Human Resources Administration (HRA) improves cash and SNAP benefits processing by implementing technological advancements and client-friendly procedures.
- The introduction of an on-demand interview process that enhances resilience and is continuously iterated upon.
- Transition from in-person interviews to phone-based interviews, moving from an outbound to an inbound calling system to accommodate clients' schedules better.
- Implementation of a callback feature, allowing clients to maintain their queue position without waiting on the line.
- Introduction of verification procedures to streamline calls specifically for interviews, rerouting other inquiries to improve efficiency and client experience.
Diana I. Ayala
1:15:37
Well, we're glad to hear that HRA is working to resolve the backlog.
1:15:40
We also wanna ensure that the lessons that have been learned and that the we wanna ensure that lessons have been learned and that the agency's processes have been improved in a sustainable way.
1:15:51
What specific steps has HRA taken to improve processing of both cash and snap.
1:15:58
I mean, you spoke about the old TDA situation.
1:16:01
Has there been anything else?
Molly Wasow Park
1:16:02
Well, I think that the tech technology investments and technology improvements are really important.
1:16:08
So I'd say the on demand interview process is one that is really helpful and that I think will make us more resilient going forward.
1:16:19
And we have continued to iterate on that.
1:16:21
So just to take us back to the beginning, the interview requirement is a federal requirement, something that you need to do in order to access benefits for both cash and SNAP but most more recently for cash that used to be a fully in person process.
1:16:39
You had to go into a center.
1:16:41
We were able to bring that on the phone, but the original version was what I keep calling or don't call us, we'll call you.
1:16:48
And that didn't work as well as we wanted it to because the times that we were making calls weren't necessarily convenient for clients.
1:16:55
We were able to pivot to an inbound calling system so people can call us when they need to, added a a callback functions so that if somebody doesn't wanna wait on the phone that they are able to get a callback, but holding their place in line.
1:17:14
And then most recently, we have added some verification procedures so that really only calls related to interviews come in on particular phone line, other inquiries are routed elsewhere.
1:17:25
So that improves the efficiency and improves the client experience.
1:17:29
So all of these this iterative process reflects the learning that we did, and I do really do think that it's it's working much better now.
Diana I. Ayala
1:17:41
Alright.
