Lead agency: Department of Health and Human Services (DHHS)
Primary Contact: Mel Carlyle
Programs involved: CHIP, SNAP, Medicaid, and Family Independence (FI) program (includes TANF)
Historically, South Carolina’s division of government agencies has not encouraged streamlined access and retention of work support services. The existing organizational divisions, administrative processes, siloed program policies, and arcane legacy eligibility systems made it difficult for low-income families to navigate between programs to secure the benefits for which they were eligible. Remarkably, DHHS and the Department of Social Services chose to partner on this initiative to identify ways to integrate and streamline their processes to better serve families. The state’s overarching goals for the project were to modernize the related agencies’ current organizational structures, develop standardized and streamlined processes, and to build formal measures to monitor the effects of these processes. Both departments worked to complete the following activities during the planning year:
- mapping out the business process and physical footprint of clients through the various systems;
- conducting best practices research;
- developing quality customer service measures; and
- improving methods used to collect and report data.
South Carolina, like a number of other states, particularly in the south, has separate human services and health systems, operating their own computer systems and supervising separate local staffs. Because this disconnection poses major barriers to families in need of work supports from both agencies, such as Medicaid and SNAP, and burdens local staff with duplicative work, South Carolina aims to link the two systems seamlessly for clients and workers. To make this work, the state will reform business processes in the local offices, integrate policy development, and develop interagency infrastructure and technology.
The Executive Summary of South Carolina’s Action Plan [pdf]
Phase I: Planning Year - Evaluation Report