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Posted Wednesday, January 28, 2015 by Jovanna Pugh

Lobby Lines a Thing of the Past for San Joaquin County

San Joaquin County Human Services Agency (HSA) has one of the busiest lobbies in California, with up to 2,000 clients visiting each day. I’ve seen the lobby firsthand and it’s impressive to see how San Joaquin County is using technology to make sure every client’s needs are met quickly and effectively.

Six years ago, the story was much different.

The agency was using a manual process to manage client appointments and walk-ins. Clients could be left waiting in the crowded lobby for hours, frustrated. Many would leave the agency without seeing a caseworker, which jeopardized their ability to receive necessary assistance.

In 2008, San Joaquin County HSA became the first county in California to implement Northwoods’ appointment management for caseworkers, Compass® Appointments and Compass® Appointments Kiosk, for Income Maintenance (Medi-Cal, CalFresh) and Welfare to Work (CalWORKs).

Now clients use self-service kiosks to check in for scheduled or walk-in appointments, or to drop off documents. If a caseworker is unavailable, a behind-the-scenes escalation process is activated to ensure clients are helped right away.

San Joaquin County HSA credits the human services software for these great 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

As the Product Owner for Compass Appointments, it gives me great pride to share San Joaquin County HSA's success. To learn more about the agency’s story, download the case study or view the news release.

Jovanna Pugh Jovanna Pugh is the Product Owner for Compass Appointments and is responsible for the overall vision and direction of Northwoods’ Compass Appointments software.
 

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