Challenge

Significant increases to social service benefits applications and renewal requests - driven largely by heightened need amid the COVID pandemic - made it more difficult than ever for benefits agencies to verify an applicant’s income.

Approach

The Los Angeles County (L.A. County) Department of Public Social Services (DPSS) leadership realized that by resolving more cases at the point of first contact with an applicant or existing customer, they could provide their services more quickly and effectively.

Leadership and Readiness

With help from The Work Number, L.A. County DPSS enabled caseworkers to fulfill more determinations at the point of first contact while minimizing the need for requesting additional information or documentation from the customers themselves.