Successful transition to “whole family” case management approach. Greater flexibility given to field staff to better serve client needs. Organizational culture transformed from “benefits eligibility” focus to “family empowerment and independence” focus.

The Client

State Government Human Service Agency

The Business Problem

Build knowledge and skills (of 800+ employee staff) necessary to adopt a progressive “whole family” approach to case management of Welfare-to-Work program participants.   

SSA’s Methodology

• Conduct national best practices research to identify promising case management approaches utilized in Welfare-to-Work programs.
• Develop basic case management model based on national best practices research.
• Develop and deliver initial round of training to orient all field and State office staff to the agency’s new case management philosophy and model.
• Develop and facilitate regional leadership conferences for all State offices and field leadership staff focused on building change management and problem-solving skills necessary to support new case management approach.
• Develop and facilitate regional case management conferences across the State focused on advanced case management skills and best practices sharing between local offices.