Montgomery County Job and Family Self Serv Portal

Recommendations

The Ohio Department of Job and Family Services and Ohio Section of Medicaid have made rapid and heroic policy and business process changes since the outset of the COVID-19 pandemic that cannot be overlooked or overstated.^[19] These administrative flexibilities helped more than 232,811 gain access to SNAP as of June 2020 – an xviii percent increase from February 2020.^[twenty] These policies also helped 235,000 Ohioans proceeds access to Medicaid coverage between Feb 2020 and Baronial 2020 – an 8 percentage increase.^[21]

These policies also helped 235,000 Ohioans gain access to Medicaid coverage between February 2020 and August 2020.

In improver to continuing these successful policy changes, the recommendations described in this department should exist considered past ODJFS, ODM and the Ohio Department of Authoritative Services (DAS) before futurity state investments in the Ohio Benefits System are fabricated, including any budget items nether consideration for inclusion in the 2022-2023 state budget.

1. Improve the Ohio Benefits Self-Service Portal using user-centered design principles. ^[22] Agree Ohio's technology vendors accountable to usability standards to ensure Ohioans receive a high-quality, mobile-friendly, convenient, website and online application platform.

Develop a mobile-friendly website and/or mobile app that allows individuals to submit pictures of documentation through the app.

Develop a mobile-friendly website and/or mobile app that allows individuals to submit pictures of documentation through the app, rather than needing to submit verification documents by mail service and fax. Such apps are widely used in other states and are relatively cheap to develop, so Ohio should not need to commit significant resources in the organization maintenance contract with Accenture to provide this service.^[23]

2. Redesign benefits notices to meliorate readability. Nearly i-third of survey respondents reported not agreement some or all of the data and instructions provided by CJFS, primarily because of the complication of the notices mailed to households. Simplifying the language used in notices, putting the most important data first (such as application effect and actions the recipient must take), and creating more white infinite on documents would help everyone, particularly individuals with low literacy. Ohio could do this by working with human-centered designers, as well as hiring a squad of literacy professionals and CJFS customers – such as NOBLE and Contact Center'south members – to review and revise notices to achieve a 6th class or lower reading level. Ohio should also make notices available in more languages to arrange the state's diverse population that is eligible for public benefits.
3. Restore funding for a statewide benefits navigator programme. Community-based application assisters play a critically important role in ensuring the nigh vulnerable and least technologically-connected take access to public benefits. Federal cuts to the ACA-created Navigator program in 2017, combined with the elimination of state funding for the Ohio Do good Banking company in 2018, left many Ohioans to navigate the complicated benefits enrollment process alone. This loss of community-based enrollment may have contributed to Medicaid and SNAP enrollment declines from late 2018 through early 2020.

Ohio policymakers should reinvest in a community-based benefits navigator network designed to support low-resourced rural communities, English language learners, individuals with disabilities, and communities of colour. Such a network would allow for more in-person benefit enrollment assistance in community settings and reduce instance management demands on overstretched CJFS offices. Although the Ohio Benefits Self-Service Portal was not designed to be used by application assisters, many people need help navigating the system, resulting in Community Based Organizations (CBOs) beingness the most knowledgeable most this system. Ideally, the Ohio Benefits system would accept a split portal for awarding assisters, as recommended by Community Solutions in the past. ^[24]

4. Redesign county workflows to procedure benefit applications faster. Benefits are taking besides long to reach people in demand. Ohio also must improve SNAP application timeliness for households eligible for expedited service, and ensure EBT cards go far from the land'south EBT card vendor within federally-mandated time-frames. Ohio should also consider following the example of other states, similar Idaho, that redesigned their business processes to prioritize same day service. ^[25]
5. Improve client service and reduce wait times for in-person and call center interactions. 30 pct (30%) of survey respondents said they experienced long await times to reach a caseworker, particularly through the call center. Await times significantly improved across Ohio from Apr through June 2020 when federal waivers for SNAP and Medicaid reduced administrative requirements on CJFS staff, but wait times began to climb over again in July 2020 with the render of SNAP recertifications. Maintaining reasonable customer look times long-term will require (1) adequate staffing levels in CJFS offices, (2) adaptative intra-day queue direction, and (3) policy changes to streamline renewals, which absorb the vast majority of county resource.

In addition to wait times, a small number of survey respondents reported being treated disrespectfully by county staff or enduring explicit and implicit discrimination. These negative experiences exit lasting impressions on depression-income families and communities, and deters them from accessing assistance for their families in times of need. To ensure quality, respectful caseworker-client interactions across Ohio, all calls should be recorded and monitored by canton managers who accept received anti-bias training. Caseworkers should too receive ongoing training on customer service expectations and de-escalation tactics. Cuyahoga County recently received a federal grant to implement a new telephone organization that will tape all calls and plans to train call center managers to exercise quality assurance, amend aligning with the county's declaration of racism as a public wellness emergency.^[26]

Acknowledgements

Kickoff and foremost, the authors would like to thank the 156 Ohioans who shared their fourth dimension and expertise with members of the study squad to assistance us amend understand Ohio'southward benefits enrollment organization. Thanks to NOBLE for their vision and leadership on the survey in item and project overall. To our other community-based report partners, Contact Middle and ETSS, cheers for your delivery to the project that required quickly training interviewers, recruiting participants, and safely storing survey data to protect the confidentiality of survey respondents.

The report squad also cheers the Ohio Benefits User Feel Study'southward funders – the George Gund Foundation for the larger partnership that also explored reasons for declining children'southward health insurance coverage rates, and the Centre for Constabulary and Social Policy, whose explicit delivery to both racial equity and inclusion of individuals with lived experience with hunger supported our unique study design.

The study team thank you our canton partners and all the caseworkers who show upward – including during a global pandemic – to serve customers and respond to personal crises each and every day.

Finally, the study team thanks our county partners and all the caseworkers who show upward – including during a global pandemic – to serve customers and reply to personal crises each and every mean solar day. Nosotros also thank our land partners who piece of work tirelessly to put policies in place and give counties the flexibility needed to keep families continued to life-saving public benefits.

[one] One example is Nutrient Assistance Change Transmittal 66: Approved Waivers in Response to COVID-xix – Extending Certification Periods and Adjusting Interim Reporting Requirements, March 24, 2020. Available at https://emanuals.jfs.ohio.gov/CashFoodAssist/FACM/FACT/FACT-66.stm

[2] To learn more about User-Centered Blueprint from Code for America, see https://www.codeforamerica.org/practices/user-centered-design

[three] "Accenture Getting 301M to overhaul Information technology for Ohio Medicaid, welfare programs," Columbus Business organization Outset, February 7, 2013. Bachelor at https://www.bizjournals.com/columbus/blog/2013/02/accenture-getting-301m-to-overhaul-it.html

[4] "Country reveals $1.2 billion Ohio Benefits system riddled with defects a yr out from Medicaid work requirements," Cleveland.com, January xvi, 2020. Available at https://www.cleveland.com/open up/2020/01/state-reveals-12-billion-ohio-benefits-system-riddled-with-defects-a-yr-out-from-medicaid-work-requirements.html

[5] Ibid.

[half-dozen] Ohio Benefits Project Website: https://ohiobenefitsproject.ohio.gov/Resources/Workarounds

[7] Cahill, R. "As Ohio and Counties Modernize Work Support Programs, Customs Engagement Critical to Success," Center for Community Solutions, April 2018. Available at https://www.communitysolutions.com/research/ohio-counties-modernize-work-support-programs-customs-date-disquisitional-success/

[8] Cahill, R. and Mutillo, E. "Cuyahoga Job and Family Services Demonstrates Transparency and Commitment to Improving Customer Service at Community Forums," Center for Customs Solutions, August 20, 2018. Available at https://www.communitysolutions.com/cuyahoga-job-family-services-demonstrates-transparency-commitment-improving-customer-service-community-forums/

[9] Community Solutions originally identified a 4th partner organization from Southeast Ohio but they ultimately did not have staff capacity to facilitate the study in the midst of their COVID-19 response efforts.

[ten] Cronquist, K. "Characteristics of Supplemental Nutrition Assistance Program Households: Fiscal Year 2018." Mathematica for USDA Food and Nutrition Service, November 2019. Bachelor at https://fns-prod.azureedge.internet/sites/default/files/resource-files/Characteristics2018.pdf. Meet page 92.

[eleven] Run into Census Quick Facts for Cuyahoga, Hamilton and Franklin Counties at https://world wide web.census.gov/quickfacts/fact/table/cuyahogacountyohio,U.s./PST045219; https://www.census.gov/quickfacts/fact/tabular array/hamiltoncountyohio/PST045219;  https://www.census.gov/quickfacts/fact/table/franklincountyohio/PST045219

[12] Run across Department 4603 of H.R. 8337 – Continuing Appropriations Act, 2021 and Other Extensions Act. Available at https://www.congress.gov/neb/116th-congress/house-bill/8337

[13] See Wagner, J. and Gaudet, G. "Improving Users' Experience with Online SNAP and Medicaid Systems, Centre on Upkeep and Policy Priorities, Apr 22, 2020. Bachelor at https://www.cbpp.org/inquiry/health/improving-users-feel-with-online-snap-and-medicaid-systems

[xiv] See Colorado'due south PEAK application at https://coloradopeak.secure.force.com

[15] Wagner, J. and Gaudet, 1000.

[16] See https://fns-prod.azureedge.internet/sites/default/files/resource-files/Characteristics2018.pdf, Folio 91

[17] For summary of SNAP policy changes in Ohio in response to COVID-19, see "Seeking Unemployment Insurance? Call back to apply for SNAP too." The Center for Community Solutions, April one, 2020. Bachelor at https://world wide web.communitysolutions.com/seeking-unemployment-insurance-think-apply-snap/

[18] Some counties, including at least Hamilton and Cuyahoga counties, allow documents to exist submitted via email, but this is considered much less secure than a mobile app.

[19] Corlett, J. "Policy recommendations to flatten the coronavirus bend," Center for Community Solutions, Apr thirteen, 2020. Available at https://world wide web.communitysolutions.com/policy-recommendations-flatten-coronavirus-curve/

[20] Ohio Public Assistance Monthly Statistics (PAMS) Study. Bachelor at https://jfs.ohio.gov/pams/index.stm

[21] Ohio Medicaid Demographic and Expenditure Dashboard. Available at  https://analytics.das.ohio.gov/t/ODMPUB/views/MedicaidDemographicandExpenditure/WhoWeServe?%3AisGuestRedirectFromVizportal=y&%3Aembed=y

[22] See "Modernizing online enrollment for Michigan's largest help programs," from non-profit design house, Civilla. Available at https://www.civilla.com/modernizing-online-enrollment

[23] See DTAConnect in Massachusetts at https://world wide web.mass.gov/service-details/acquire-what-you-can-do-on-the-dta-connect-mobile-app-and-website

[24] Ohio community groups face challenges helping needy Ohioans navigate new benefits system, January fourteen, 2019. Available at https://www.communitysolutions.com/research/ohio-customs-groups-face-challenges-helping-needy-ohioans-navigate-new-ohio-benefits-arrangement/

[25] See Isaacs, J. et, al, "Improving the Efficiency of Benefit Commitment: Outcomes from the Work Support Strategies Evaluation." Urban Establish, November 16, 2016. Bachelor at https://www.urban.org/research/publication/improving-efficiency-do good-delivery/view/full_report

[26] USDA Food and Nutrition Service FY2020 SNAP Process and Applied science Improvement Grants: Project Summaries. Available at https://fns-prod.azureedge.net/sites/default/files/resources-files/FY20-PTIG-Award-Summaries.pdf

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