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Proactive Texting Program

San Bernardino County, CA
Program Year: 2019

Abstract:
The County of San Bernardino Transitional Assistance Department (TAD) offers proactive text messaging, issued by the Consortium IV (C-IV) system, as a measure to avoid negative action to California Work Opportunities and Responsibilities to Kids (CalWORKs) (cash aid) and CalFresh (California’s Supplemental Nutrition Assistance Program [SNAP]) cases. This program helps customers stay informed of the status of Semi-Annual Reports (SARs) and Re-Evaluations/Recertifications (REs/RCs), as well as information regarding benefit amounts. Proactive texting also improves customer service by notifying the customer information is needed to avoid adverse action. The most prominent reason for case discontinuance is failure to return the SAR or complete an RE/RC. TAD and C-IV developed proactive text notifications to reduce case churn caused by missed SARs and RE/RCs. The objectives of the proactive texting notifications were to:  Ensure customers were informed of needed material during the SAR and RE/RC process,  Increase customer awareness of case actions, and  Decrease the amount of case churn. Of those who opted-in to the texting feature, this program resulted in a decrease in terminations for not completing a SAR or RE/RC. Discontinuances for not providing a complete SAR decreased by as much as 34%, and discontinuances for not completing an RE/RC decreased 14.25%.

Contact:
Ms. Francine Beedie
Secretary I