Transformation News
Streamlined System Will Expand Access to Services, Save Money
July 2005
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The 78th Texas Legislature directed the Texas Health and Human Services Commission (HHSC) to examine ways to streamline eligibility determination processes. Improving and streamlining the application process will result in easier access for clients and savings that could be better spent on direct client services.
Benefits of the new eligibility determination system
HHSC is creating a menu of options for consumers by allowing Texans to apply for state services in person, through the Internet, over the phone and by fax or mail. The state will establish four call centers to receive and process applications, and consumers will be able to track the progress of their applications through an automated phone system. Benefits of the new system include:
- Convenient access for consumers. Texans will not have to take off work, pay for transportation or arrange child care to apply for services, and the process will be much faster when consumers visit offices to initiate benefits. The new system also features expanded business hours with call center assistance available by dialing 2-1-1 from 8 a.m. to 8 p.m. weekdays.
- Field offices strategically located across the state to allow consumers to apply for services in person and get additional help and information. The new system will include 211 field offices and eligibility workers stationed in about 300 hospitals and other medical facilities.
- Easier recertification process. Consumers will be able to complete most recertifications and make basic changes, such as addresses, without an office visit by using the phone, mail or Internet.
- One application for many services. Greater coordination and integration will mean clients will be able to access a variety of services – even across agency lines – with one application.
- A savings of $646 million over the next five years.
- Increased productivity. Automated and streamlined forms and processes will increase worker productivity and reduce errors.
What this means for community organizations
HHSC recognizes the potential for partnering with other community resources to help direct Texans to services. For example, the state could work with food banks or public health centers to determine if their clients qualify for food stamp, Medicaid or other services. The HHSC plan will support these outreach efforts by creating and implementing new tools, such as online applications. Local organizations will be able to determine the level of involvement with the new eligibility system that best fits their mission, resources and community's needs. HHSC currently is developing a detailed plan for implementing the new system. The implementation plan will include training, outreach and education for community organizations that choose to participate in the new system.
The state's health and human services agencies also contract with many community-based organizations that serve clients eligible for Medicaid, food stamps and other benefits. In many cases, these service providers already are required to screen potential clients to see if Medicaid or other such programs could cover the cost of the service being provided. The HHSC plan proposes to “connect the dots” for increased coordination to better enable these existing channels to deliver services.
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