Goal

The Wilson County Department of Social Services is working to increase efficiency of service delivery in order to better promote safety, self-determination and self-sufficiency for the residents in Wilson County, N.C.

Solutions

Developed a “Self-Service Express Center” to increase the efficiency of SNAP and Medicaid applications and decrease case worker burden. Recognizing that many individuals and families need both programs, the county worked with a programmer to develop a joint application for SNAP and Medicaid services to further streamline the application process.

Created a call center to address client needs and concerns. The dual goal of the call center is to efficiently resolve client and applicant issues and connect callers with a “real voice.” The department is constantly evaluating the call center to improve delivery and reduce wait and service times.

Piloted a lobby redesign initiative intended to create a built environment that is more conducive to efficient, comprehensive delivery of services. Once the redesign is completed, participants will be able to see case workers right in the lobby for quick-paced, “one-and-done” transactions— including first-time applications, changes to existing services and recertification. 

Established a “Ticket-to Work” job fair at which individuals who have been designated as “ready to work” by a social worker or community partner can seek employment. The department also provides after-placement coaching to increase likelihood that participants will remain employed. 

Snapshot 
2017 Population: 81,700
2016 Unemployment Rate: 8.1%
2016 SNAP Recipient Households: 6,118
2016 Poverty Rate: 22.3%| 2016 Childhood Poverty: 35.8%

Data Source: County Explorer 

Successes and Outcomes

77% of SNAP and nearly 60% of Medicaid walk-ins use the self-service kiosks. Case workers have started using the joint application for their one-on-one services, and report that it cuts their time with clients by 50%

80% of call-in customer needs are resolved through the call center

The Wilson County Department of Social Services has reported an 80% reduction in TANF participation in the county

Tips for Other Counties

Be mission-driven. Create a simple, clear mission statement that your employees and partners can understand and champion.

Focus on outcomes: Once you have your organization aligned under one mission, determine clear indicators for success and build mechanisms for evaluation into your programs and initiatives.