Greater Avenues for Independence (GAIN) and Medi-Cal Telephonic Signature

About the Program

Category: Information Technology (Best in Category)

Year: 2023

The Los Angeles County Department of Public Social Services (DPSS) serves more than 3.4 million residents and administers social services programs to aid individuals and families in need, such as the GAIN and Medi-Cal programs. GAIN offers educational and employment-related services to families, and Medi-Cal provides comprehensive health care coverage for children and families with limited income and resources. Both programs were limited to manual form-filling processing, and the overall need for options to access services was essential. The Department developed and provided an alternative approach to apply for GAIN and Medi-Cal services via telephonic signature technology and has enabled DPSS to rapidly expand service delivery utilizing over 900 GAIN and 600 Medi-Cal staff to facilitate the demand for program services by providing customers with the ability to renew and apply for GAIN and Medi-Cal services over the telephone. Existing Department technology was leveraged to telephonically capture the applicant’s signature, tag calls with identifiers to serve as electronic signatures, and begin accepting applications over the telephone without having to visit a physical office.