Johnnie in the Field
Last month, SNAP caseworkers from Catholic Charities in Chicago began using mRelief’s new client relationship management tool: Johnnie. Together, we’ve been gathering insights from those caseworkers about how Johnnie has helped them. Johnnie is custom-designed to ensure SNAP caseworkers serve more clients, combining automation with human compassion to give users the most dignified experience while they enroll.
Since Johnnie launched, we have added features expanding the capability of caseworkers to take notes about clients, schedule text messages to go out to clients, and to schedule appointments with clients. Maritza, a Catholic Charities caseworker, told us Johnnie saves her time and “keeps me on track.” She noted an increase in the number of applications she submits, and how quickly she’s able to complete them.
We’ve also added the capability for caseworkers to track the time they spend making calls with the click of a button. That data is consolidated across the organization into a data dashboard that can be used for reporting. “[Without Johnnie] I do not know how we would be doing all this. Johnnie has streamlined everything.” Mary, who assists clients with SNAP applications at the Catholic Charities, noted about Johnnie’s utility particularly during the pandemic when clients can’t go into an office or to a food bank for assistance.
Both caseworkers have heard positive feedback from clients about the application process with Johnnie. “People who have applied over the phone find it helpful, because it’s such a quick process. A lot of them are individuals who don't know how to navigate the SNAP website.” In the past month, 64% of the clients that caseworkers served through Johnnie were seniors. The process with Johnnie is particularly helpful for people who can’t navigate through digital forms, and can no longer complete their application in person due to the pandemic.
“Clients are getting such great service, during a time when they’re so frustrated. It’s difficult for them to navigate through these processes… this tool is terrific.” Mary shared. “It is very gratifying to be able to help people so fast, and two weeks later they can get their card and get their food. The timing could not be better.”
