YourTexasBenefits.com and the

Community Partner Program

Office of Community Access

February 2012

2

YourTexasBenefits.com

YourTexasBenefits.com leverages technology to:

Enhance client service;

Improve staff efficiency; and

Deliver benefits in a more

efficient and cost-effective

way.

Supported by the Texas Legislature

HB 1, HHSC Rider 74 directs HHSC to promote online submissions

of applications for benefits administered by the agency.

3

View CaseDetails

Submit anApplication

Create anAccount

Prescreening

YourTexasBenefits.com

Features

SubmitRedeterminations

UploadDocuments

CBO

Print a TempMed ID Card/

RequestReplacement

Report aChange

UploadDocuments - Client

E-mail and TextCommunication

4

Technology and new business processes can lower stress, time and

effort required

Projected increases in client caseloads

With rising caseloads, HHSC needs to do more with less.

YourTexasBenefits.com makes eligibility determination

more efficient, enabling HHSC to handle increasing

caseloads.

Why is it needed?

Benefits of Self Service

Empowers the client

Enables client self-sufficiency by providing easy convenient access

to HHSC information 24/7.

Provides client access to applications, renewals, account status,

notifications, and Medicaid IDs without visiting an office; services are

not transportation or time dependent.

Increases efficiency for the state

Efficiencies gained by reduced data entry, automated verifications,

and other automated processes.

Allows state staff to focus on core function – determining eligibility.

Documents can be uploaded

5

6

With increased access to cell phones, computers, and

the Internet across all income levels, there is an increasing

demand for self service options to utilize these tools.

Majority of low-income Americans have significant access to the Internet.

Access to Technology

Of Americans with incomes

below $30,000 who access the

Internet, 43% have visited a

government website, 39% use

email, and 46% use online

search engines to find

information.

Source: Association of Progressive Rental Organizations, 2010

Source: Pew Internet & American Life Project, 2010

77% of Americans with

incomes below $25,000 have

internet access

Proven Success

Across the States

7

Many states have implemented online applications,

renewals and other self service options.

90% of applications in

Florida are filed online

37 states have

online SNAP

applications

21 states have

online renewals for at

least one benefit

program

19 states allow

people to submit

changes and manage

their case online

18 states allow

individuals to view

their benefits online

70% of applications in

Utah are filed online

Source: Florida Department of Children and Families press release, October 3, 2011

Source: Kathy Link, Utah MyCase Demonstration Presentation, October 2011

Source: Center on Budget Policy Priorities, data from May 2012

Some states have experienced high usage of their online system.

YourTexasBenefits.comApplications Submitted by Clients

Calendar Years 2006 – YTD 2012

8

13,020 21,04255,108

82,599

164,350

306,237

406,594

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

450,000

2006 2007 2008 2009 2010 2011 YTD 2012*

*through September 2012

Without any significant promotion, YourTexasBenefits.com utilization has steadily increased over time.

9

YourTexasBenefits.com

May-11

Jun-11

Jul-11

Aug-11

Sep-11

Oct-11

Nov-11

Dec-11

Jan-12

Feb-12

Mar-12

Apr-12

May-12

Jun-12

Jul-12

Aug-12

Sep-12

Changes 730 1,67 1,90 2,68 2,77 2,80 2,67 2,56 3,33 2,92 3,24 3,15 4,24 4,68 6,59 8,39 8,25

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

YourTexasBenefits.com - Client Submitted ChangesMay 2011 – September 2012

Note: New features were added in late April 2012 to allow clients to report multiple types of changes.

Prior to this, the website only accepted mailing address and phone number changes.

Some clients will need assistance with online activities

21 percent of all American adults do not use the Internet or email from any location, and the majority of these individuals have little exposure to being online.

61 percent of non-Internet users report they would need assistance getting online.

To increase utilization of self service options, clients are

being assisted through:

Lobby Computers in Local Offices

Client Informing Materials that Promote Self Service Features

Partnerships with CBOs

10

Increasing Utilization of

YourTexasBenefits.com

Source: Pew Internet & American Life Project, 2010

Promoting Self Service

HHSC launched a

promotional campaign to increase

awareness of YourTexasBenefits.com.

Posters, brochures and other items are

designed to educate clients about the

website’s self service features and to

promote their use

Materials are available for HHSC benefit

offices and community partners

Available in English and Spanish

11

Promotional Materials

12

Brochures

Wallet Cards

Partnering with CBOs

Community Based Organizations Many CBOs currently assist clients in applying for benefits as part of

their mission.

Supported by the Texas Legislature HB 2610, 82nd Regular Session directs HHSC to train and certify

volunteers and staff (navigators) of faith and community based organizations to assist individuals applying for public benefits.

External Advisory Committee Created to assist with key program components

– Terms for participation

– Training and certification

– Pilot design

13

Community Partner Program

Program VisionTo increase awareness and utilization of online applications and

case information which will build efficiencies and benefits for the

client, the state and community partners.

TANF

$Medicaid

SNAP MEPD

CBOsApplicants

Provide a one-stop shop for HHSC benefits

YourTexasBenefits.com

14

Benefits to Community

Partners

Community partners are supported by:

Community Partners are able to better serve their

clients through:– Improving their clients experience with the HHSC Benefits

system.

– Increasing their ability to effectively case manage through

online case access.

Providing a Training and Certification Process enables

each Community Partner staff or volunteer to

demonstrate their knowledge and credibility in helping

clients navigate the HHSC eligibility system.15

Program has two levels of participation:

Self Service Site

Assistance Site

Community Based Organizations:

Select level(s) they wish to provide;

Sign a non-financial Memorandum of Understanding;

Ensure staff/volunteers take training and are certified; and

Receive reports related to applications submitted.

Community Partner

Program Design

16

Levels of Participation

Computer (Kiosk)Computer available to access www.yourtexasbenefits.com

Application AssistanceHelps with explaining and completing online application

Case AssistanceHelps with application and case monitoring and management

ComputerComputer available to access www.yourtexasbenefits.com

CertificationResourcesParticipation Level

Your Texas Benefits NavigatorHelps with online application and/or case management

AssistanceSite

17

Your Texas Benefits Navigators

•Help people use YourTexasBenefits.com.

•Help people understand, complete, and submit HHSC’s online application.

•Help people fax/mail documents to HHSC.

•Provide Application Assistance.

•Help people upload documents using YourTexasBenefits.com.

•Help clients manage their benefits.

18

HHSC offers two types of certification for Your

Texas Benefits Navigators.

ApplicationAssistance

Case Assistance

Case Assistance

Certification

Case Assistance is best suited for employees that

• Perform case management;

• Have an ongoing relationship with clients;

• Are highly accountable; and

• Have demonstrated through tenure and/or experience the ability to properly handle client information.

Added Responsibilities for Case Assistance

• Case Assistance navigators must complete additional certification requirements.

• Case Assistance navigators must obtain signed client consent forms.

• Community Partner must participate in regular monitoring to ensure confidentiality.

19

HHSC reviews and determines which Community Partners can certify their employees to

provide Case Assistance due to increased access to confidential information of clients.

Annual Certification

Requirements

Web-based training

• CBO employees/volunteers will be required to take online training lessons about www.yourtexasbenefits.com and HHSC’s online application.

Certification quiz

• CBOs will have employees/volunteers take a brief online quiz on the information in the training lessons.

Agreement form

• CBOs will have employees/volunteers complete an agreement form outlining conduct and confidentiality standards when working with applicants/clients.

20

HHSC implemented a multiphase pilot of the Community

Partner Program:• Phase 1: 8 CBOs

• Phase 2: 11 CBOs

• Phase 3: 17 CBOs

CBOs provided feedback to HHSC about the program

elements, including the MOU, certification process,

online training, and program design.

• Overall survey results were positive. CBOs said:– Participation in the program is easy

– HHSC support and online training facilitates online application

assistance

– YourTexasBenefits.com increases access to benefit information and

case status

21

CPP Program Pilot

22

CPP Program Update

As of January 2013, 50 CBOs have joined the Community Partner Program.

Since initiation of the pilot in February 2012 and through the end of December 2012, CBOs have helped clients with:• 1044 online applications• 1521 document uploads

In December alone, CBOs submitted:• 191 online applications• 204 document uploads

Partner Recruitment

During the summer, staff worked with stakeholders to increase

awareness and interest among CBOs that may currently work

with HHSC.

HHSC released an competitive RFP to contract with a qualified

entity to recruit CBOs to participate and expand the CPP.

– Baylor University, Texas Hunger Initiative was awarded the contract,

effective October 1, 2012.

– Objectives and goals of the contract include:

Recruit CBOs from diverse settings

Establish a broad network across the state

Provide assistance and support

Identify and mitigate potential barriers

Oversee CP activities

Promote, enhance, and strengthen relationships23

CPP Recruitment

Current CBO Interest

On-boarding as a community partner occurs in four

phases: Interest: CBO submits online Interest form to HHSC

Screening: HHSC screens the CBO’s information and approves

the appropriate level of partnership and appropriate level of

Navigators based on program criteria

MOU: HHSC works with CBO to execute a Memorandum of

Understanding.

CBO Preparation: Upon execution of the MOU, CBO staff

completes required online training/certification. HHSC provides CBO

log-in information.

Currently, there are 77 new CBOs in the on-boarding

process.

24

Contact Information

Organizations interested in participating in the

program can fill out an online interest form at:

http://tinyurl.com/CPPInterest

Program Website:

http://www.hhsc.state.tx.us/hhsc_projects/cpp/index.shtml

25