Real impact, real results
Medicaid, Snap & Social Safety Net Programs
Serve families faster and with increased accuracy
Are you and your team ready to meet the need?
Families facing an urgent need often turn to their communities for help. For many, this comes in the form of access to food, health care, employment, childcare, child support, and social services. It is critical that you and your team are ready to effectively deliver these vital safety-net services our residents so desperately need.
C!A® is the industry leader for helping human services agencies across the country transform their service delivery and business practices. We focus on finding innovative solutions to the biggest challenge facing human services today: the need to increase capacity to serve a larger number of customers as accurately and quickly as possible.
Working side by side with dedicated staff, agency leaders, and stakeholders, we have streamlined the delivery of programs including:
These efforts have resulted in dramatic improvements such as 70% faster delivery of food, health care, and social safety nets and increased child support collections. These outcomes were achieved while serving 40% to 130% more customers with fewer staff and no large investments in technology.
70% improvement in timeliness
40% – 130% more families served
60% – 80% increase in same-day determinations
Helped clients avert financial sanctions and court injunctions
Increasing your capacity to do more good
Whether you serve customers in local/field offices, call centers, processing centers, or via a network of community partners, we will improve your service delivery and workflow to serve more families faster.
Redesign eligibility, social services, and child support
The demand for services is increasing, the number of customers is not declining, the complexity of the work continues to grow, and the pressure to meet our mission is all-consuming
At C!A we have extensive experience helping states and counties redesign the business practices supporting:
- Eligibility determination for federally and state-funded safety net programs and social services including Medicaid, SNAP, TANF, childcare, Low Income Home Energy Assistance Program (LIHEAP), and General Assistance
- Child support processes of locating noncustodial parents, establishing paternity, establishing/enforcing orders, and collecting/distributing child support payments
- Fraud investigations, prevention, and recovery
Our comprehensive redesign efforts enable human service agencies to fix broken systems, change organizational culture, improve their capacity to meet program goals, and deliver vital services to customers faster and more accurately. The states with which C!A has worked to redesign business practices:
- Serve 40% to 130% more families with improved accuracy and timeliness
- Complete 60% to 80% of all eligibility determinations at “First Contact” with the customer or interaction with the case
- No longer face federal financial sanctions or court injunctions
- Maximize the benefits of technology and integrated eligibility solutions
Streamline before automation (or despite it!)
Automation is not innovation – the redesign of how we work is very different from how we automate our work
Despite significant investments in technology that promised to solve the workload challenges in human services, customers still wait weeks to gain access to services. Technology innovations have helped us organize the unfinished work, but they have yet to help us eliminate it.
Automation of existing practices seems like the best way to respond to these challenges, when in reality, the answer is much simpler: We must first evaluate and redesign our service delivery pipeline to address our capacity challenges, and then use technology to automate the right process and strategies
Co-manage day-to-day operations
We integrate our team of former human services leaders in your operations to provide performance monitoring and oversight (M&O) of field offices and call centers. Our experts work side-by-side with you agency’s local manager and staff to:
- Provide guidance on workload priorities and staffing decisions to meet cyclical demands
- Identify opportunities, propose solutions, and help local managers move the performance needle
Revamp eligibility training
Applying adult learning principles, we assess and redesign your training curriculum and delivery in a manner that integrates policy, business practices, system training, and on the-job-training in a cohesive and practical training experience.
Imagine a workforce that is ready to serve customers as soon as training is complete.
Conduct policy analysis
We review agencies’ policies within the framework of CFR and state statutes to identify opportunities to further align, streamline, and achieve your state’s policy agenda.
As part of the review, C!A creates new policy manuals that integrate clarifying text and case examples to provide more practical application for staff.
Manage work + staff capacity in real time
Current™, C!A’s SaaS service delivery platform for health and human services powered by Vimo®, helps you manage on-site and virtual operations. With its powerful, real-time insights at your fingertips, you can confidently manage all work + staff capacity in real time. Designed to optimize your agency’s performance and worker productivity, Current prioritizes work and delivers it to workers at the right time, ensuring as many customers as possible are served with the resources available each day. And, by giving you needed visibility into your entire on-site and virtual operation, you will know every minute how well the agency is meeting demand and delivering access to benefits.
Serve as many customers as possible with the resources available each day
Current™, C!A’s SaaS service delivery platform for health and human services powered by Vimo®, helps you manage on-site and virtual operations. With its powerful, real-time insights at your fingertips, you can confidently manage all work + staff capacity in real time. Designed to optimize your agency’s performance and worker productivity, Current prioritizes work and delivers it to workers at the right time, ensuring as many customers as possible are served with the resources available each day. And, by giving you needed visibility into your entire on-site and virtual operation, you will know every minute how well the agency is meeting demand and delivering access to benefits.
We Serve
- Our solutions are currently implemented across states
Thought Leadership: Medicaid, Snap & Social Safety Net Programs
Reducing the Self-Created Workload: Making Room for a Wave of New Customers
Human Service Agencies across the country are grappling with a new wave of customers seeking support—many for the first time—due to the COVID-19 health crisis and subsequent economic downturn.
Adaptive Leadership: Streamlining Processes Before Automation
Before you automate, consider these simple steps to speed up how your work gets done.
Never Get Behind Again: Old Thinking Through a New Lens
Break free of backlog by focusing on one-day timeliness.
One and Done: The Strategy and Measures You Need to Make Your Call Center Work
In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at…
Process Management – They Speak for Themselves
There have been many questions from program administrators on process management work at a time when state agency capacities remain stagnant while demand for public assistance continues to increase.
