Proactive Texting Outreach

About the Program

Category: Human Services (Best in Category)

Year: 2020

The County of San Bernardino Transitional Assistance Department (TAD) offers proactive text messaging as a measure to avoid benefit disruption on California Work Opportunities and Responsibilities to Kids (CalWORKs) (cash aid) and/or CalFresh (California’s Supplemental Nutrition Assistance Program [SNAP]) cases.Proactive texting is an individualized texting approach, aimed to decrease preventable case discontinuances and case churn. Enrollment in the program prevents customer benefit disruption due to missed appointments or incomplete/missing Semi-Annual Reports (SARs) and Re-evaluations/ Recertifications (REs/RCs). This greatly reduces staff workload from processing reapplications and/or initiating non-compliance actions.Customers receiving proactive / individualized texting alerts experienced a decrease in benefit disruptions of 34% for SAR, and 14% for RE/RC related issues. To increase enrollment, San Bernardino developed a Proactive Texting Outreach program which focused efforts on contacting customers with a SAR due in two months, not previously opted-in to proactive texting. Eligibility and clerical staff, as well as Welfare-to-Work (WTW) Work Experience (WEX) staff were trained to complete outreach and assist with enrollment. Staff explained the features and benefits of the program, and assisted with enrollment, if requested.