REACH Westchester

About the Program

Category: Information Technology (Best in Category)

Year: 2011

Westchester County has developed REACG Westchester (REACH), an automated application system, as a means of transforming the current paper recertification process for Temporary Assistance (TA) customers into a more efficient automated process. REACH enables customers to complete their recertification interview independently through the use of either an in-office kiosk or a web-based application. The system essentially guides a recipient through an automated step-by-step recertification interview. Many states have developed similar online applications; however REACH takes the technology to the next level by facilitating an automated interview specifically tailored to a customer’s case and using an extensive back-end system that completes much of the functions previously done by County staff. Once customers complete their interview, REACH evaluates the responses based on a pre-defined set of rules, sending automatic referrals and alerts when appropriate. It also notifies staff when a case is ready for review and provides a case summary detailing the interview and highlighting any areas that need attention or follow up. Additionally, based on specific customer responses, the system will refer high-risk or potential fraud cases to the audit unit for review and follow up.