What Governments Can Learn From How One State’s Department of Social Services Improved Case Management

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One large state’s Department of Social Services was struggling with managing cases. The case management technology that the department was using was not keeping up with the volume of inquiries, requests, or issues. There was also no way to give departmental groups information about a case after it had “left” their group but was still active within the department. This meant employees had to depend on manual processes to manage cases, which caused effort to be duplicated and eventually led to lack of efficiency and worse, a threat to care and outcomes. Government case management technology, specifically one that could support the management of all inbound and outbound cases from intake through closeout. Improved case management is what the department sorely needed.

State governments shoulder many responsibilities–including the health and welfare of those they govern. Nationwide, social services departments often struggle due to limited resources and funds. Sadly, that situation has only worsened with the nationwide employee shortage, which has impacted governments as well. What is the solution?

The right technology betters processes while safeguarding the standard of care

Like this one, governments and agencies depend on specific processes to manage cases, participants, and outcomes (among other requirements). Manual, paper-based processes... or archaic, ill-equipped technology simply aggravate an already complicated network of care. This can result in duplication of effort, increased errors, and the hinderance of your workers’ ability to perform as necessary, and a commitment to providing a high standard of care and work towards positive outcomes.

Technology must provide a client-first focus

First and foremost, case management technology needs to support processes that put the client first. Intake, assessments, and personalized action plans enhance client service and the client’s overall experience.

Part of that support includes:
  • Supporting people in the field and protecting sensitive data by being cloud-based
  • Provide outcome reports to funders and act on trends to improve program and service performance by providing access to baseline and milestone data
  • Offering a strong flexible framework that supports growth, a wide range of programs and allows for rapid onboarding of new services while providing program-specific workflows and data collection requirements

The state government referenced above achieved their goals of improved case management with technology that provided an updated, easy to use interface that enables staff to communicate more effectively and get the insights they need to manage larger caseloads and produce better outcomes.

Ready to re-examine government case management?

There are technology solutions that can do all the things mentioned above and more…and now you can see them in action. Microsoft and HSO, a Gold-certified Microsoft partner that has been helping state and local governments digitally transform for over two decades, are presenting a live webinar where you can discover more about Microsoft’s Case Management solutions for government that can take on any need. From housing, to job placement, and more... so that you can deliver the best client experience, case outcomes, and  quality of care. We’ll discuss how health and human services-focused government entities are leveraging Microsoft’s Case Management solutions to provide better support to the people they serve.

Live Digital Event: Empowering Self-Sufficiency with Case Management Technology – How Your Government Can Utilize Microsoft Solutions to Better Serve the People Who Depend On You


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