Policy & Practice | Fall 2024

The Next The

Next Generation of

Eligibility

Operations

Improving Performance and the Customer Journey Beyond Integrated Eligibility Systems By sean toole

T

he typical applicant for the Supplemental Nutrition Assistance Program (SNAP) waits up to 30

and vacancy rates for jobs that are hard to fill, and we have a bad situation leaving families in need without adequate support. Fortunately, new approaches and tools are emerging that have the potential to truly transform eligibility operations. There is a future in which eligibility staff can focus on family needs and not robotic tasks, where self-service is comprehensive, and needs are met in minutes, not weeks. This opportunity is both real and achievable. By designing a customer journey grounded in a deep understanding of policy and practice, agencies can move beyond the pain of a constrained Integrated Eligibility System to a visionary, family-focused Eligibility Operations reality.

days for benefits and for up to 45 days for Medicaid. Despite years of massive invest ments in eligibility systems, call centers, and online portals, most states cannot keep up with the high volume of work. Error rates have soared to 40 percent, and customers may face wait times of several hours in call centers. Add in high turnover