Fresno County:  ELEVATING THE CLIENT EXPERIENCE IN SOCIAL SERVICES

 

With crowded waiting rooms, a less than responsive delivery system, and the impending transitions of the Affordable Care Act and new Healthy Family clients into the County service system, the  Fresno County Department of Social Services needed a new

approach to client service delivery. Families, seniors, and other clients could expect to wait up to 30 minutes in the lobby to check in for in-person visits. Clients visited the department in person an average of 3.5 times to prove eligibility and access the services they needed. The County took the challenge as an opportunity to improve services for local residents - with great results.

 

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San Francisco County:  IMPROVING CHANNELS OF ACCESS IN HUMAN SERVICES

 

At the beginning of this project, San Francisco County Human Services Agency (HSA) projected a dramatic increase in application volumes and benefits cases for Medi-Cal and CalFresh services. At the same time, there was a tremendous opportunity to make accessing these services more convenient and efficient for San Francisco families.

 

Channels of access for Medi-Cal and CalFresh were separate even though many clients were eligible for both services. Families went to two different buildings and  used separate  numbers to apply  for benefits to

get support. Lobbies were crowded, and clients could also expect to wait up to two hours in the various lobbies for in-person visits. On average, they visited the department in person 3.5 times to prove eligibility and access the services they needed. The County took the challenge upon itself as an opportunity to streamline services for residents - with significantly improved results.

 

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