Pivot to 2025
The big question / How might we...?
How might the Department of County Human Services help community members in need easily identify and fully utilize all the resources available to them through DCHS?
Type (project or consultation):
Consultation
When:
June 2016
Process/what we did:
The MIL convened staff from three Department of County Human Services divisions and the Director’s Office to meet weekly over a period of six weeks. To ground our work, we participated in a training for Assertive Engagement and a persona-building exercise. This was followed by a journey mapping exercise that helped us identify key challenges in the path for a person navigating getting support from DCHS, especially if they have other family members trying to engage in the same system. We engaged in interviews with both caseworkers and clients to better understand their needs, then used the results to help us imagine a new pathway for accessing DCHS services.
Outcome/Impact:
The MIL made recommendations for the County’s Information Technology team to make a series of specific improvements to the client benefits intake process.
