Transitional Assistance Department Processing Center

About the Program

Category: Human Services (Best in Category)

Year: 2016

The County of San Bernardino, Transitional Assistance Department (TAD) Processing Center was developed as a proactive solution to maximize productivity and improve customer service in response to the expansion of health care coverage under the Affordable Care Act (ACA). The ACA resulted in a dramatically increased number of health care program applications within short open enrollment periods. Since ACA initial open enrollment in 2013, through the end of open enrollment in 2015, TAD processed over 325,000 applications with no increase in staff. The County receives approximately 20,000 Medi-Cal applications per month during open enrollment periods, an increase of 25% from the previous two years. The Processing Center was developed to meet application processing timeframes and provide accurate benefits as quickly as possible with minimal impact to the customer. TAD’s vision was to increase efficiency by centralizing a small number of existing staff in a location that would minimize workflow disruptions. Processing Center staff were given primary responsibility for applications referred by Covered California (CA), the state’s health insurance exchange. This approach allowed district office staff to focus on applications received by other methods, annual renewals and change reports. As time permits, Processing Center staff assist with other case management activities.