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Abigail Newcomer Policy Analyst. Outreach, Screening and Online Applications. Working Poor Families Project Policy Academy. June 2011. Continuum of Efforts. Image thanks to Shelley Waters Boots. Access chain has many links. Client must… know that program exists
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Abigail Newcomer Policy Analyst Outreach, Screening and Online Applications Working Poor Families Project Policy Academy June 2011
Continuum of Efforts Image thanks to Shelley Waters Boots
Access chain has many links Client must… • know that program exists • believe that she might be eligible • believe that benefit is worth the (perceived) hassle of applying • know how to apply • locate and submit any needed documentation for initial eligibility or recertification • actually submit an application (in office, or via mail, phone or online interface)
Where should outreach take place? K-12 schools Housing developments Churches Community health centers Malls Community based organizations Prisons Government offices Community colleges
Funding for outreach and application assistance • Private funding for faith based and community organizations • Flexible block grants that can be used to better serve low income individuals and families • Community Services Block Grant • Temporary Assistance for Needy Families(TANF) • State funds for human service program administration • Federal outreach funds
Multi-Benefit Calculators Screen for multiple programs at once Recognize that families may have needs beyond the scope of a single program Often only require minimal additional information from users to screen for more programs Harder to keep updated and accurate Can be challenging to fund with narrowly targeted public funds
Screening * HHS, “Promoting Public Benefits Access Through Web-Based Tools and Outreach” • 86 online multi-benefit tools across the country • 62 promote access to three or more programs. 19 promote access to at least half (seven or more) • The most common programs were Medicaid (90%), SNAP (80%), and TANF (66%) • Calculators were least likely to cover: • SSI/SSDI • Medicare Extra Help • Federal housing programs • Veteran assistance programs
Center for Working Families • Employment and career advancement • Income enhancements and work supports • Financial literacy and asset building “Earn it, Keep it, Grow it”
Bundling leads to improved economic outcomes… * Quantitative Analysis of the Center for Working Families, Abt Associates, 2008. A 2008 study found individuals in three sites were 3 to 4 times more likely to achieve major economic outcomes than those who did not receive bundled services.
Why community colleges? The Lumina Foundation’s “Big Goal” is to increase the proportion of Americans with high quality degrees and credentials by 60% by 2025 Motivated student population Financial barriers to completion Colleges already have many elements in place Offer a framework for connections between partners
Innovative Outreach Approach: Community Colleges http://www.youtube.com/watch?v=_vUUtKHFSTc&feature=relmfu
Online Applications • Do not need to… • go to a welfare office • wait in line to be seen • bring kids or arrange child care • repeat information needed for multiple programs • Can apply at any hour of day or night – do not need to take time off from work • Can allow for real time telephone or online assistance * This section was developed with the help of colleagues from the Center on Budget & Policy Priorities
Online Applications: The State Perspective • Data can be pre-populated into eligibility system • Less possibility of data-entry and mathematical errors • Fewer staff needed • Computerized system allows for load-shifting across offices – staff in rural offices can process applications from clients in urban areas
Is this vision realized? Look at the online applications with your table • What makes the online applications work? • What might make them difficult to navigate? • How might people learn about these applications? • Is there an eligibility screener? • Is it clear how applicants’ questions are answered? • What outside resources could make the tool more useful?
Streamlined & coordinated benefits Strong outreach from community partners, Applications and screening tools that are compatible with a part of the state system, Clear and simple eligibility assessments, Real time assistance (via help line/chat function) Opportunities to fill out application in person, No requirement to lie, omit information or enter information that is not mandatory.
Online Applications • Not everyone has access to computers or is equally comfortable using them • More difficult for some people to use • People with low levels of literacy • People who speak other languages • Individuals with disabilities • Instructions are not always clear, easy to understand, sensitive • Especially in complicated situations: e.g. TANF child-only cases, mixed immigration status families
Application Assistance • Assistance from call centers may not always be available • Limited hours • Long waits for calls to be answered • States may in practice transfer case management responsibilities onto nonprofits • Nonprofits may or may not have knowledge needed • Often not paid, or not fully paid, for costs of helping clients
Online Applications VIOLATION • Violations of Americans with Disabilities Act (ADA) • Violations of “tri-agency guidance” – requesting citizenship and social security numbers for household members who are not applying for benefits • Right to submit incomplete application under SNAP not provided • Matters because benefits paid retroactive to date of application
Role for WPFP Members • Develop a review board to examine online applications for compliance, ease of use, language access • Invest in administrative support - retain in-person assistance • Support nonprofit application assistance • Monitor results from online applications • Encourage states to: • Allow application for multiple benefits remotely
Support Nonprofit Application Assistance • Provide funding for application assistance – can leverage federal funding streams • Expand efforts to connect potentially eligible households to work supports, including the number of access points. • Facilitate training on use of online tools • Develop & distribute provider modules • Avoid duplicating outreach efforts.
Monitor Results from Online Applications • Encourage states to set and use performance measures on work supports, such as: • Number of applications • Approvals, reasons for non-approval and time to approval • Reasons for incomplete applications • Use feedback from performance measures to improve work support policies and procedures.
