Medicaid, SNAP, and Social Safety-Net Programs
Serve families faster, with increased accuracy.
Meeting safety-net demands
C!A partners with Medicaid, SNAP, and social safety-net agencies across the country – and they are often amazed to discover the untapped capacity within their teams. The trick is unlocking that capacity.
At C!A, we help agencies realize their true potential by leveraging innovative solutions that transform business processes and elevate service delivery by increasing the capacity of workers. With streamlined processes and advanced technology, staff can achieve more while focusing on what matters most – the individuals and families they serve.
Results worth celebrating
Working side by side with dedicated staff, agency leaders, and stakeholders, we have streamlined the delivery of programs including:
- Medicaid
- SNAP
- TANF
- LIHEAP
- General Assistance
- Case Management
These efforts have resulted in dramatic improvements in agency outcomes as well as agency morale. We have helped agencies achieve the following results without any large investments in new technology:
70% improvement in timeliness
40%–130% more families served
60%–80% increase in same-day determinations
Helped clients avert financial sanctions and court injunctions
Furthermore, many of the agencies we’ve worked with have achieved these outcomes while navigating staff reductions.
Solutions tailored to your needs
Whether you serve customers in local/field offices, call centers, processing centers, or via a network of community partners, we are here to help improve your service delivery and workflow to serve more families faster.
Accomplish a range of agency goals and objectives
Redesign business processes to achieve desired outcomes
At C!A, we have extensive experience helping states and counties redesign the business practices supporting eligibility determination for federally and state-funded safety-net programs and social services, including Medicaid, SNAP, TANF, child care, LIHEAP, and General Assistance. We are also experienced with fraud investigations, prevention, and recovery.
Optimize service delivery and workforce productivity at the push of a button with Current™
Current™, C!A’s service delivery platform, helps safety-net agencies serve as many individuals and families as possible with the resources available each day. In one single dashboard, you can see in real time how much work exists across the program, who is working, and how quickly customers are being served. Its intelligent work routing functionality – powered by the “Get Next” button – ensures the right work is delivered to the right worker (skill set + availability) at the right time (priority).
Maximize your technology modernization investment
Modernization of legacy systems affords you the opportunity to rethink work that technology ultimately supports. And that’s what our team can help you do. By identifying the ideal business model and processes in advance of investing in a new technology solution, you will maximize your technology investment – ensuring you select the best solution to support your work and help you provide the best service possible.
A partner who has been there and knows the work
The C!A Medicaid, SNAP, and safety-net benefits team includes world-class technologists, subject matter experts who have filled nearly every role in the human service delivery process, and former health and human services leaders with extensive knowledge of agency operations as well as information technology infrastructures. This combined expertise enhances our capabilities for employing software solutions, project management, training, change management, and more.
Reach out today to talk to our Medicaid, SNAP, and safety-net benefits team about how we can help your agency meet goals and navigate change.
Michael Jones
Medicaid, SNAP, and Safety-Net Practice Lead
Michael brings 20+ years of experience in the human services industry, overseeing service delivery redesign and oversight efforts for human services and safety-net agencies. As Chief Operating Officer for the South Carolina Department of Health and Human Services, he oversaw statewide operations for 46 counties and 1,000+ employees for Medicaid managed care and fee for service, annually processing over $7 billion in claims. His extensive experience also includes 10+ years in South Carolina overseeing their eligibility operations and redesigning the business process model for eligibility determinations.
Bill McCracken
Medicaid, SNAP, and Safety-Net Practice Lead
Bill utilizes his 28+ years of experience to implement positive change and innovation in social service organizations. His unique expertise comes from holding a wide range of roles at the Washington State Department of Social and Health Services (DSHS), including eligibility worker, social worker, tribal manager, supervisor, project manager, and office administrator. One of his most significant achievements is leading the DSHS offices through a transformative BPR in response to an all-time- high demand for services and low staffing levels.
Serve as many customers as possible with the resources available each day
Current™, C!A’s SaaS service delivery platform for health and human services powered by Vimo®, helps you manage on-site and virtual operations. With its powerful, real-time insights at your fingertips, you can confidently manage all work + staff capacity in real time. Designed to optimize your agency’s performance and worker productivity, Current prioritizes work and delivers it to workers at the right time, ensuring as many customers as possible are served with the resources available each day. And, by giving you needed visibility into your entire on-site and virtual operation, you will know every minute how well the agency is meeting demand and delivering access to benefits.
We Serve
Our solutions are currently implemented across 32 states.
Thought Leadership: Medicaid, SNAP, and Safety-Net Benefits
Reducing the Self-Created Workload: Making Room for a Wave of New Customers
Human Service Agencies across the country are grappling with a new wave of customers seeking support—many for the first time—due to the COVID-19 health crisis and subsequent economic downturn.
Adaptive Leadership: Streamlining Processes Before Automation
Before you automate, consider these simple steps to speed up how your work gets done.
Never Get Behind Again: Old Thinking Through a New Lens
Break free of backlog by focusing on one-day timeliness.
One and Done: The Strategy and Measures You Need to Make Your Call Center Work
In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at…
Process Management – They Speak for Themselves
There have been many questions from program administrators on process management work at a time when state agency capacities remain stagnant while demand for public assistance continues to increase.
