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Serve when crisis strikes

Unemployment Insurance

Create a resilient agency ready to adapt when the next crisis strikes

Reclaim staff capacity to do more good

Economic downturn. Public health emergency. Natural disaster. While we certainly don’t want any of these crisis situations to occur, the reality is that we know they will – we just don’t know when.

When such a crisis strikes – and unemployment insurance claims spike – you and your team need to be ready and prepared to deliver benefits to a wave of new customers in their moments of need. Unfortunately, you don’t have the time to hire and train new staff.

So how can you ensure you are maximizing the capacity of your existing trained staff – serving the most customers you can with the resources you have every day? This is where the Change & Innovation Agency (C!A®) team comes in to help.

Using our proven, capacity-building approaches and SaaS technology solutions, we help you rethink how the important work of your agency gets done to serve customers and improve outcomes that matter most.

Highly skilled in capacity-building and business process redesign efforts, our Unemployment Insurance team is ready to help you create a resilient agency ready to adapt and meet changing demand.

Contact C!A today and let’s discuss how we can help you be ready before the next crisis strikes.

Rethink how the work gets done to achieve outcomes that matter most

Improve processing times

Improve accuracy

Improve customer experience

Strengthen compliance and avoid penalties

Increase collections

To create an agency ready to adapt and meet ever-changing demand requires rethinking how you do your work. Using our proven, capacity-building, business process redesign approach, our team of experts will work with you and your team to create a service delivery model and processes that make sense for today’s agency, allowing you to fluidly move staff as demand fluctuates. By streamlining your processes, you will eliminate unnecessary work that steals precious staff time and, in turn, reclaim staffing capacity within your existing operation, ensuring they have the capacity to perform the agency’s important work and move your mission forward every day – even when crisis strikes.

Business Process Redesign →

Current™, C!A’s SaaS service delivery platform, helps unemployment insurance agencies serve as many customers as possible with the resources available each day. In one single dashboard, you can see in real-time how much work exists across the agency, who is working, and how quickly customers are being served. Its intelligent work routing functionality – powered by the Get Next button – ensures the right work is delivered to the right worker (skillset + availability) at the right time (priority).

Current™ →

Modernization of legacy systems affords you the opportunity to rethink work that technology ultimately supports. And that’s what our team can help you do. By identifying the ideal business model and processes in advance of investing in a new technology solution, you will maximize your technology investment – ensuring you select the best solution that will support your work and help you provide the best service possible to customers when they need you most.

Technology →

C!A’s team has cracked the code on how agencies can maximize activities to increase collection success. By rethinking the status quo, C!A’s team of collection experts will help you transform how and when collections’ staff pursue delinquent funds – long considered to be uncollectible – to help you improve your agency’s return on investment in terms of staff time and resources, while delivering an infusion of dollars into the Trust Fund, furthering its long-term solvency.
To ensure customers receive timely and accurate benefits, your team needs to have a strong policy framework to guide them – one that is user-friendly, up to date, easily accessible, reflects the current operational environment, as well as addresses the technology solutions that are used and how they impact benefit processing. Through our policy modernization efforts, C!A’s team of policy experts will conduct a thorough review and analysis of your existing policies to identify needed updates and opportunities to strengthen and streamline the policy framework, further aligning it with today’s agency, enhancing employee usability and improving desired outcomes.

We Serve

  • C!A’s capacity building solutions for Unemployment Insurance currently implemented across 3 states

Act today to be ready when the next crisis strikes

Contact our Unemployment Insurance Practice Team today and let’s discuss how we can help you and your team create a resilient agency ready to meet demand when the next crisis strikes.

Thought Leadership: Unemployment Insurance

Helping Agencies Improve Efficiency through Innovation

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A recent empirical study analyzing data from 156 countries revealed that increasing government efficiency can “significantly improve health outcomes,” with the most dramatic benefits felt by those aged 0–4 and over 50. Today, a majority of the U.S. seems to agree that government systems are not as efficient as they…

match representing human burnout

Addressing Burnout in Public Service Workers Through Process Improvements

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Public service workers, including those in health, child services, social benefits, and more, are at an exceptionally high risk for burnout, but recent research indicates that the most powerful causes and remedies for this burnout might not be what many would expect. While it may appear that public service burnout…

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Leading in Challenging Times: Lessons from the Human Services Summit at Harvard

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Building on the success of last year’s event, the 2024 Human Services Summit at Harvard brought together more than 65 leaders from over 30 states for an enlightening and inspiring gathering at Harvard University in Cambridge, Massachusetts, in October. Themed “Leadership in Dynamic Times,” the summit explored strategies for leading with…

If You Started an Agency from Scratch Tomorrow, How Would You Do It?

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Reflections on the 2024 ISM + PHSA Education Conference and Expo  Each year, the American Public Human Services Association (APHSA) hosts the nation’s largest human services technology and legal conference. This year, the conference was attended by an impressive number of county, state, and federal leaders of human services agencies…

What the ACA Reveals about Re-creating the Child Care System

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Quality, affordable child care holds the key to improved lives for all – better futures for children, greater economic opportunity for families, and increased workforce capacity for local and state economies. Unfortunately, today in the U.S., many struggle with the far-reaching impacts of a looming child care crisis. Despite recent…

Foster Care Awareness Month

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April has been designated as National Child Abuse Prevention Month to create awareness about the importance of strengthening families and preventing child abuse and neglect.

Beyond March: Nurturing Year-Round Appreciation for Social Workers

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While we celebrate National Social Worker Appreciation Month every March, it sets the stage for April – a month that marks the onset of National  Child Abuse Awareness Month, where the volume of new reports concerning child abuse is projected to increase by double digits. Public Service  Announcements and news…

Child Welfare →

Child Care →

Child Support →

Medicaid, SNAP & Safety Net Programs →

Unemployment Insurance →

Transform how the work of government gets done

Using our proven and unique methods, we challenge the government’s status quo. While many focus on tackling symptoms, we focus on underlying problems (which are almost always tied to broken systems) to help you increase your capacity to do all the good our citizens need us to do in this world.

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Cutting Edge Technology for Public Sector

We're reinventing the way states administer safety net programs such as Medicaid, SNAP (food stamps), child care, and unemployment insurance. With our cutting-edge technology, we’re helping agencies help more people, faster, and transforming healthcare service delivery as we know it.

Technology Solutions

Current™ →

Manage on-site and virtual operations in one seamless solution

Insights Engine™ →

Accelerate eligibility decisions for quicker access to benefits

Partners for a brighter future

While C!A’s team understands the status quo of government, they are not afraid to challenge it with new thinking.  It is this new thinking that has led to our clients’ success and helped them create a new way of doing government business.

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About Change & Innovation →

Public servants by experience and at heart, Change & Innovation Agency’s (C!A®) team understands first-hand the challenges that you and your team face as you work to deliver vital safety net benefits to children and families in need.

Our Team →

Together, we work with you and your team to increase your capacity to do more good.

It all comes down to timeliness — how quickly you can deliver services to those who need them. That’s what our families care about, that’s what our legislators care about. With the transition to process management, we’ve turned our cycle time around. Applications that used to take 22 or 23 days to process, now take an average of 5.

Ronald Kreher, Director Department of Health and Social Services,State of Alaska Division of Public Assistance

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Thought Leadership

Learn more about human services innovation through this collection of articles written by our team of change agents

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Read the latest news from Change & Innovation Agency

Capacity Calculator

Calculate the resources you need to increase your agency capacity

Case Studies

Learn about some of the greatest challenges facing government today and how government systems can be improved.