Software helps agency ensure beneficiaries receive benefits

DUBLIN, OH—January 28, 2015—Lobby lines for the 2,000 clients visiting San Joaquin County Human Services Agency (HSA) every day are a thing of the past, according to a new case study released today by Northwoods.

San Joaquin County HSA uses appointment management software from Northwoods to make sure a caseworker is always available to help clients apply for and receive Income Maintenance (Medi-Cal, CalFresh) and Welfare to Work (CalWORKs) benefits.

The agency credits the technology, Compass® Appointments, for these key results:

• Eliminated 3-4 hour lobby wait time
• Aided in processing expedited cases within required timeframes
• Helped manage an influx of beneficiaries from ACA
• Enabled same-day interviews for new applications
• Reduced client and caseworker frustration

San Joaquin County HSA installed self-service kiosks in the lobby; allowing clients to check themselves in for scheduled or walk-in appointments, drop off documents or access Electronic Benefit Transfer. Once a client checks in, the software sends a notification to the caseworker. If the caseworker is not available, a behind-the-scenes escalation process is activated to ensure clients receive necessary benefits.

“The best part of Compass Appointments is that the client can check in and it sends a message to the worker. If that person never responds, that message can escalate to the appropriate people. The idea that the system escalates the client’s need without the client having to escalate it is probably one of the greatest benefits for us," said Kevin Stamper, program manager, intake division.

In 2008, San Joaquin County HSA was the first county in California to implement Compass Appointments. Before using the technology, the agency relied on a manual, paper-based system to schedule and track client appointments.

View the San Joaquin County HSA case study.

Northwoods partners with over 100 state and county human services agencies across the country.

About Northwoods
Northwoods’ only focus is helping state and county human services agencies increase client service levels and productivity while cutting costs — allowing them to do more with less. Northwoods’ human services software solutions are designed around caseworkers and social workers, not simply data collection. Our Compass® products automate the flow of client and case information based on how caseworkers throughout the agency need to use it. Northwoods is headquartered in Dublin, Ohio. For more information, visit teamnorthwoods.com or follow Northwoods on Twitter @teamnorthwoods.

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Contact:
Tiffany Himmelreich
614.408.8772