Lean Six Sigma for Good

Using your improvement skills for social good. Humanitarian engineering, social services engineering, skills based volunteering, sustainable engineering

Helping CalFresh clients understand program rules so they can keep their benefits

1 min read

The city of San Francisco has a food stamps program called CalFresh. Staff from SF BenefitsNet, the City agency that administers CalFresh, worked over three days to improve their processes.

Their initiatives included:

  • making forms easier for clients to understand
  • creating lobby posters so clients know what documents they need
  • removing unneeded, confusing materials from interview packet
  • establishing using a standard checklist to set clients’ expectations

The project team also tested improvements through quick prototypes, soliciting rapid feedback from other eligibility workers and from SF BenefitsNet and agency leadership by:

  • Designing visual examples of documents
  • Revising county forms to make them easier
  • Drafting appointment reminders and text messages to notify clients when their forms have been received
  • Developing standard language for eligibility workers to use on income verification requests to clients
  • Creating a method to track how often workers give clients the option to sign applications electronically

Read the entire article at https://cityperformanceleanprogram.weebly.com/uploads/1/4/0/3/14037181/sfbn_rie_1-pager_final.pdf

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