Policy & Practice | Spring 2025

friction, enable workforce flexibility, and enhance service delivery. With centralized platforms, case workers can access a client’s full profile—benefit applications, document verification, and more—in one place. This means fewer repetitive requests for clients and faster, more accurate decisions for caseworkers. Beyond that, it empowers workers to move beyond siloed roles, enabling cross-training and a more adaptable workforce ready to meet diverse demands.

barriers to essential services and empowering communities. States can further enhance acces sibility by partnering with CBOs to provide in-person navigation support. Trained navigators can guide individ uals through intimidating processes, combining the efficiency of technology with the empathy of human interac tion. This blend creates a seamless, multichannel experience that truly serves everyone.

services have created an environment where doing more with less is the new reality. Yet, these challenges also rep resent an opportunity to reimagine how state programs work. By investing in automation, acces sible technology, and integrated systems, states can create a founda tion for agility and resilience. These approaches reduce the burden on the workforce while delivering excep tional service. Collaboration with community-based organizations and a reimagined approach to workforce skill development can further alle viate the strain. This moment calls for creativity and commitment, even in the face of difficulty. During the challenges of COVID, we saw remarkable innova tion emerge from necessity. While there are no easy answers, by lever aging technology thoughtfully and prioritizing human experiences, states can improve the experience for both their workforce and the individuals they serve. Reference Notes 1. https://www.bcg.com/featured insights/podcasts/imagine-this/ when-the-government-predicts-your-needs

Real-World Example: n Navigators have proven extremely

Real-World Success: n North Carolina (NC FAST): By replacing 12 legacy systems with a cen tralized platform, NC FAST elimi nated 97 percent

helpful in sup porting those

needing assistance navigating govern ment processes

and utilizing available technology. By taking a step further and inte grating navigators into a system’s workflow, agencies can deliver better outcomes for clients while alleviating caseworker burdens. For example, screening tools combined with human support can identify benefit eligibility up front, saving time for everyone involved and reducing inefficiencies. 3. Seamless Processes and Centralized Information Efficiency and accessibility are vital, but they must work hand-in-hand with integrated eligibility. Siloed systems often require users to duplicate infor mation at various touchpoints, leading to inefficiencies and limiting workers’ ability to operate collaboratively. States will benefit from centralized solutions that make it possible to create unified experiences that reduce

of overdue SNAP applications and achieved an 81 percent reduction in Medicaid application backlogs. The program saved the state $1 billion in legacy system costs while providing better service to families. Centralizing platforms isn’t just about technology—it’s a workforce multiplier. Holistic systems allow staff to collaborate more effectively and share workloads across programs. This doesn’t just improve efficiency; it leads to better outcomes for individuals and ensures continuity of service, even amid workforce challenges. Building Agility and Resilience for Today and Tomorrow Human services leaders face a steep climb. Workforce limitations, staff turnover, and increasing demand for

2. https://hubs.la/Q03blwKv0 3. https://hubs.la/Q03blD3k0

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While there are no easy answers, by leveraging technology thoughtfully and prioritizing human experiences, states can improve the experience for both their workforce and the individuals they serve.

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Spring 2025 Policy & Practice