Access to Services at IDHS Local Offices: Granted or Denied? Dia Cirillo Work, Welfare and Families October 28, 2005

Access: Granted or Denied? I. Findings from recent state research II. What’s the budget picture on access? III. New national research on the horizon IV. Policy initiatives on access in Illinois

Uptake Select Health and Income Supports Source: TANF, Medicaid and Food Stamps by County 2001 & 2005 Illinois Department of Human Services

Research Policy and Practice: Customer Services in IDHS Local Offices Accessing the Safety Net: Administrative Barriers to Public Benefits in Metropolitan Chicago The Two Worlds of Welfare Reform in Illinois – Illinois Family Study July 2004

Study Populations Primarily Chicago area Women 75 – 85% African American 57 – 63% Latino 20 – 23% Caucasian 11 – 20% In one study, 20% non-native English speakers

Study Populations by Program Local Office Survey: TANF: 4.5% Medicaid: 42% Food Stamps: 57% Benefits Hotline: TANF: 46% Medicaid: 21% Food Stamps 33%

Research Findings For all major programs, applying accounts for one of the single most significant issues: In the office survey, 60% of the sample were unable to apply for a program on that day Clients unlikely to be assessed for expedited food stamps; teens not referred to Teen Services On the benefits hotline, confusion on applying constituted 34% of the calls 72% of all problems reported involved case processing (verification and record keeping)

Research Findings Applying for and receiving benefits under TANF continues to be a challenge One study shows direct correlation to decline in caseload In local office survey only 2 of 27 individuals were able to apply for TANF on that day Families transitioning out of TANF often are not connected to other programs – lower wage workers

Research Findings Paper work, particularly for low-wage workers, constitutes a barrier in applying and retaining benefits Federal reviewers repeatedly document paper work processing due to inadequate computer and filing systems, specifically for FS and TANF Low-wage workers face greater difficulties in retaining benefits because of fluctuations in earnings and work hours

Research Findings Adequate information on programs and procedures remains a problem Lack of knowledge of the grievance and appeal process, even though many clients feel that they have the knowledge of programs to retain benefits On the hotline, receiving information was the most commonly reported case-processing problem

Research Recommendations Improve the infrastructure to process cases Improve internal monitoring and feedback Use external monitors, advocates and citizens as IDHS watchdogs to safeguard access to benefits and improve admin accountability

What’s the budget picture on access? Agency Operating Budget Totals FY 02 – 06 in millions Source: Illinois State Budget 2004 and 2005

Agency Operating Budget FY 02 – 06 Percent Change from Previous Year Source: Illinois State Budget 2004 and 2005

Select Health and Income Support Percent Change from Previous Year FY 02 – 06

IDHS Proposed FY06 Human Capital Development - Operations Percent Change in Telecommunications from previous year: FY05 = -20% Proposed FY06 = - 16% Proposed FY06 Appropriation = $2.3 M

New National Research on Access and Recipiency On low-wage workers: Simulation of deficits in benefits: National Center on Children in Poverty Gap between eligibility and recipiency: UIC-CUED and Center for Economic and Policy Research

Source: National Center for Children in Poverty, Family Resource Simulator: Massachusetts 2003, with the value of Food Stamps provided by the author to Center for Economic and Policy Research (

New Policy Initiatives on Access in Illinois Task Force on Access to Benefits, Fall 2005 MidAmerica Institute on Poverty – Heartland Alliance for Human Needs and Human Rights Goal Simplify, make uniform, or otherwise ease the processes by which potentially eligible persons apply for and are determined eligible for benefits and services Charge Thoroughly review and analyze policies and procedures concerning applications and determinations of eligibility for cash assistance, food stamps and medical assistance Develop recommendations for appropriate changes in law, rules, policy or process to achieve goal Develop proposed timelines and priorities for implementation

New Policy Initiatives on Access in Illinois Establish new outcome measures that legitimately reflect the mission statement of DHS to support the self-sufficiency of clients In communities outside of Cook, document barriers in accessing benefits at local offices; work with local partners to raise awareness of issues of access Work, Welfare and Families and partners

New Policy Initiatives on Access in Illinois Recommended Outcome Measures 1.Receipt of public benefits and support services helps Illinois low income families with a working head of household increase family income and move out of poverty. 2.Low income families are receiving appropriate services and supports and are better off after receiving benefits to which they are entitled 3.Benefits are readily available to and received by those eligible. 4.Existing policies and procedures are being consistently followed by informed staff. 5.Limited resources are being used efficiently and effectively in the delivery of quality services.

Further Information Center for Impact Research – Center on Policy and Economic Research Institute on Policy Research – Northwestern University MidAmerica Institute on Poverty – Heartland Alliance on Human Needs and Human Rights National Center on Children in Poverty Sargent Shriver National Center on Poverty Law

Dia Cirillo Work, Welfare and Families 166 W. Washington, #700 Chicago, IL x202