Utilizing Our Tech to Support Client Outcomes Data
As a partner with California Department of Social Services, we have access to outcome data on status of a client's case. This database contains case status information and case comments. Every day we use the information in this database to help our clients understand where they are in the process and if there are any outstanding verifications they need to submit.
We have built technology that programmatically checks this database and sends our clients customized notifications based on the information it finds. Our technology can automatically check to find out if a client –
- Attended their interview
- Was approved or denied
Every morning our technology checks the case comments to see if they include the case code for a missed appointment: A006. If our system finds that a client has missed an appointment, it automatically sends her a text message to reschedule. The text messages that the client receives and the rescheduling process are shown in the photo below.
Scheduling conflicts can arise for our users, so we’ve made rescheduling appointments as easy as possible. Having access to this data and being able to quickly follow up with clients has had a transformative effect on our interview attendance rate. In Q4 2018, our ultimate interview attendance was 93%.
After clients attend an interview and submit their documents, we continue to check on the status of their case. Our clients receive the text messages below when their case status changes to approved.
While this is one use case of how we make outcomes data accessible and help guide clients through the SNAP enrollment process, we can work with any data infrastructure. The technology we use to check the CalWIN database can be customized to provide this same experience to clients regardless of the existing data infrastructure. In Yolo County, we have built a similar process by programmatically exporting outcomes data from excel spreadsheets to our encrypted inbox. Perfect information on outcomes allows us to focus on clients who still need support enrolling.
If outcomes data is not accessible for your organization, we can survey clients over text messaging. We will share more about the capability to send automated surveys to clients over text at the end of the enrollment process.
