Counties now work together through a modern, statewide telephony platform to better engage customers and determine eligibility in real-time. This unique partnership supports county infrastructure while improving customer experience using standardized processes and shared modern technology.
Real-time eligibility determinations save valuable caseworker time and streamline the customer experience. The state is now in a position to reallocate resources from transactional eligibility work to transformational comprehensive case management services. That shift enables Ohio to proactively address root causes of generational poverty.
As the state continues its contact center evolution, plans are in the works for further improvements, such as:
- Functionality to identify, route, and handle Medicaid work required callers
- Addition of childcare business line to existing SNAP/TANF and Medicaid lines
- Functionality to identify, route, and handle TANF interim reporting required callers
- Enhancements to existing reports and dashboards to add additional data points collected from caseworker interactions with the call center platform
- Expansion of self-service capabilities
- Expansion and automation of outbound notifications
Our team delivers ongoing operational and technical support to Ohio agencies and counties to ensure system stability, resolution of county requests and incident reports, implementation of nominal system changes, and enhancements.
