Creating the “Next Normal” in Human Services: Redesigning Service Delivery to Increase Capacity and Meet Demand

Thursday, January 28, 2021 │ 02:00 - 3:15 PM EST


While the safety net workload continues to grow, human services agencies across the country are balancing new health and safety protocols, the transition and adjustment to alternative work models, and workforce capacity impacts as staff are personally impacted by the pandemic. And, despite this growth in workload, they are facing the reality that waivers will eventually go away, bringing back the renewal tasks.

It is critical that human services agencies process requests for services with limited in-person contact as quickly as possible to provide supports to all qualifying customers impacted by COVID-19. Just as critical, however, is that agencies have the capacity to manage and track the work resulting from caseload increases timely, accurately, and without unnecessary benefit disruption. So how are human services agencies tackling these formidable challenges?

Join us as we have a roundtable with three-five of your human services colleagues as they discuss their experiences leading their agencies through these unprecedented times and how they are creating the “next normal” in service delivery by transforming operations to meet workload demand - now and for the foreseeable future.


Blake Shaw, Senior Partner, Change & Innovation Agency (C!A)
Leo Ribas, Partner, Change & Innovation Agency (C!A)
Shawnda O’Brien, Director, Division of Public Assistance, Alaska Department of Health and Social Services
Robert Thomas, Deputy Administrator, Nevada Department of Health and Human Services, Division of Welfare and Supportive Services
Antonia Jiménez, Director, Los Angeles County Department of Public Social Services