Written by 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