Case Study: Massachusetts Department of Transitional Assistance (DTA)

Commonwealth of Massachusetts, Department of Transitional Assistance

1. Review of Food Stamps Business Process
2. Food Stamps Call Center Implementation

Massachusetts’ 26 statewide Transitional Assistance Offices (TAOs) had been experiencing significantly increased caseloads and staffing reductions. PCG was retained to conduct a business process review of the MA Food Stamps program at the 26 TAOs. The review assisted the state with staffing issues, technology recommendations, federal compliance issues, and improving customer service at the regional offices.

PCG Human Services took measured steps to review and analyze the MA Food Stamps program, including:

• Conducting site visits at four Transitional Assistance Offices (TAOs) to interview case managers, other staff, and observe office practices;
  
• Developing an online survey for Food Stamp Case Managers to provide further insight into the system and recommend improvements;
  
• Researching best practices in other states;
  
• Producing a Customer Service survey for Food Stamp Offices to measure client satisfaction;
  
• Creating a report with suggestions for creating efficiency in the food stamp business process.

Upon completion of the Business Process Review, DTA hired PCG Human Services to design a Food Stamp call center, one of the recommendations from the report. The call unit allows Food Stamps clients to receive case information without having to contact their case mangers. PCG Human Services assisted DTA with the following specific tasks for the call center implementation:

• Redesigning the work flow and work responsibilities of case managers and call unit workers.
  
• Procuring a new telephone system for the unit and local office.
  
• Procuring call center tracking technology.
  
• Conducting staffing analyses, developing staffing models and creating staffing roles, responsibilities and job descriptions.
  
• Developing curriculum and training new call unit workers.
  
• Developing internal and external marketing materials.