Case Study: Timeliness and Accuracy of Benefits for Citizens in Need

Jan 22,2021
Benefits for Citizens

Efficiently delivering accurate data and benefits for states’ most vulnerable population.

Background:  

An Agency in a Midwestern State oversees determining residents eligibility for Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) benefits. The division is also responsible for the timely and accurate delivery of SNAP and TANF benefits and utilizes partnerships to directly assist residents.  

Knowledge Services partners with this Agency to ensure the estimated 1.5 million residents in need of services have a guide through the entire process.  

 

Goals:  

When a resident needs assistance, it is of the utmost importance to provide them the solution they are eligible for as quickly as possible.

To do this, the Agency needs well-trained employees who can accurately assess and process the information to determine what services are available. While the people they serve are their highest priority, the Agency, like any other government agency, has policies and procedures to which it must adhere.

To ensure timeliness, accuracy, and quality of assistance, it is important to maintain consistency in the delivery of services.  

 

Rising from 51st in the nation to 1st for accuracy in just two years.

Solution:  

Knowledge Services provides local office staff in over 100 offices located across the state. We have a collaborative relationship regarding the day to day management of our staff members.

Through the quality assurance component of our program, we partner to ensure our staff’s accuracy and overall work product align with the Agency’s goals, objectives, and requirements. 

 

Benefits:  

Our solution provides the highest quality staff members for all offices across the state.

As part of our quality assurance model, our team reviews cases for errors and inconsistencies, and works with the team members to correct and modify the case file.

In addition, we track and monitor root causes for errors, and then develop the appropriate training, coaching, and mentoring tools to prevent the same type of errors in the future. 

The efficiency gains from the overall solution assists the Agency in meeting their State and Federal metrics, and most importantly increase the level of service provided and benefits for citizens in need 

By Kate Smith | Jan 22,2021

Case Studies