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Feedback on MyCity portal's usefulness for benefit applications
2:34:47
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4 min
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Council Member Gutiérrez asks Kim Moscaritolo about feedback on the usefulness of the MyCity portal for applying for benefits like EBT or cash assistance. Moscaritolo shares insights on the challenges faced by benefit applicants and the limitations of the current system.
- Limited current usability of MyCity for SNAP and WIC access
- Frustrations with multiple barriers and time-consuming processes for applying for benefits
- Need for a more seamless application process for multiple benefits
- Importance of transparency and building trust in communities, especially among immigrants and non-English speakers
- Emphasis on making the benefit application and receipt process easier and more efficient
- Discussion on shared responsibility between OTI and other agencies for improving the application process and timeliness
Jennifer Gutiérrez
2:34:47
Thank you.
2:34:48
And for Kim, thank you so much for your thoughtful testimony money.
2:34:56
I think a lot of what you highlighted here is kind of the the hope that we had, a lot of folks had about what a one stop, you know, centralized portal could do to improve access for for folks.
2:35:08
I am most intimately familiar with Access HRA.
2:35:11
I have the app on my phone.
2:35:13
You know, I I I know it was a big undertaking.
2:35:15
Have you heard specific feedback from from folks that you all serve or from just folks on your team, maybe about the the usefulness of someone using my city portal, for example, to apply for for EBT or for cash assistance or food, for example.
Kim Moscaritolo
2:35:36
So, yeah, I mean, with the caveat that I I don't do the direct service work.
2:35:39
So this is just what I hear from from our staff.
2:35:42
I mean, my understanding is that currently the usability of my city in particular is fairly limited.
2:35:47
So the work that we do primarily is with Snap and WIC access, which my understanding is not currently available via the MyCiti portal.
2:35:57
It is accessible through other avenues through city agencies.
2:36:02
But the feedback, you know, that we often get from folks is the number of barriers that are in place for folks receiving their benefits and the frustration with, you know, spending a tremendous amount of time filling out forms to apply for, say, snap.
2:36:18
And then realizing that there may be other benefits that they're eligible for that they need to apply for separately and basically fill out 90 to 95% of the same information just on a separate form to a separate agency potentially having to go in person to meet with people, you know, to have their information verified, which always, you know, includes potentially taking time off work, having to find childcare, which is extremely difficult.
2:36:45
So, you know, we look at it from a perspective of, of course, you know, we want to limit the barriers that people face to accessing these benefits.
2:36:54
If there are significant trust issues, if there are concerns about the privacy issues which have been raised during this hearing, of course, then that lack of trust will lead to fewer people utilizing the application, and that, of course, is exactly what we don't want.
2:37:08
So, yes, the process needs to be transparent.
2:37:11
You know, it needs to be done in a way.
2:37:13
That engenders trust in communities, particularly communities where we have newly arrived immigrants, folks for whom English is not their first language, because these are the communities often most impacted by poverty and hunger who really need these benefits.
2:37:29
But, you know, from our perspective, doing predominantly the snap and wake outreach that we do, probably, you know, the the largest thing that we hear from folks is not specifically about a specific city application or portal.
2:37:43
So much is just the frustration with the amount of time that it takes first to apply and then to receive those benefits.
2:37:50
And I realized that the time that it takes to process those applications does not fall under the purview of the technology office that, you know, has to do with the workers who are processing those applications and getting them through.
2:38:03
So that may be a whole, you know, separate department and a whole separate hearing, but that is the thing that is most frustrating.
2:38:08
So our message really is just getting these people access to these benefits is the most important thing and anything that we can do to make that process easier and more seamless for those folks is, you know, that that is what the city and the city council needs to be focused on.
Jennifer Gutiérrez
2:38:23
I I think the and thank you so much.
2:38:25
But I think that that responsibility should be shared with OTI about the timeliness processing.
2:38:30
I mean, they're they're promoting this this portal as improving quality of life.
2:38:36
The commissioner emphasizes multiple times, and it really is a shared responsibility.
2:38:39
So I think this notion of like, well, we just have the tool and the agents it's up to the agency to pro process, and we have nothing to do with it.
2:38:47
I don't think it's justifiable, and I think that there should be way more initiative on their half to be able to bridge that connection.
2:38:54
Again, your average New Yorker that is going through the motions of setting up a portal does not wanna hear that OTA is not responsible for processing the application.
2:39:03
That's just not real.
2:39:04
And if they were engaging with people, they would a 100% know that.
2:39:09
I just have one more thank you again.
2:39:10
I just have one more question.