Resources | White Papers

See how WMT helps maximize staff resources through standardized workflows, prioritized and equalized work distribution, and data-driven management:

The Workload Management Tool Imperative 

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Understand the importance of rethinking your management structure:

Customer-Focused Organizational Realignment

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Discover how 12 California counties dramatically improved the client experience in a needs-based environment:

A Needs-Based Service Delivery Model for Health and Human Services: Shifting from a Case-Based to a Needs-Based Client Experience 

Explore practical considerations when establishing HHS call handling service goals and the challenges faced:

Service Center Call Handling Standards for Health and Human Services