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.

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.

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