Promising Practices
Model Job Center
New York City
In an attempt to improve customer service, crowding and waiting time,
the New York City (NYC) Human Resources Administration (HRA) implemented
one pilot project in each borough where by job centers are collocated
with non-public assistance (NPA) food stamp offices. Each of these
“model centers” were developed to streamline the agency’s points of
applicant/recipient contact by redesigning how it utilizes systems,
space, security, processes, and personnel. In other words, HRA made
changes in workflow rather than in policy and procedures. The model
centers perform the same tasks they did before “going model”; however,
by changing the way applicants/recipients are routed and the work is
distributed, the project seeks to increase the efficiency and
effectiveness of existing public assistance, food stamps and employment
programs.
The model centers have a main reception counter where all
applicants/recipients are “triaged” and sent to the appropriate service
areas. When they arrive in the proper area, applicants/recipients are
called by their ticket number that flashes on a display screen, thus
eliminating the practice of standing on line. The centers have customer
service and information centers that handle all unscheduled recipient
activity such as change reporting and document drop-off. They use
innovative technological designs such as “FRED,” a system that routes
applicants/recipients from the Main Reception desk, and “MONIQ,” a
system that tracks applicant/recipient progress through the center and
records wait and activity times. Electronic information kiosks are also
available in the food stamp reception area to provide information about
food stamp calculations, jobs, benefits and childcare. The kiosks also
print out forms and informational materials and will soon be able to
print the short-form NPA food stamps application. Finally, the centers
also house employment and training vendors on-site, essentially putting
“jobs” into the “job center” so applicants/recipients can begin
employment preparation right away which reduces the likelihood of missed
employment appointments.
The pilot project, the Model Job Center/NPA Food Stamp Office, was
implemented in 2004 and 2005. It was a collaborative effort among HRA’s
Management Information Systems, General Support Services, Office of
Policy, Procedures and Training, and the Family Independence Agency.
Additional resources were required for the project for renovating
space, buying technical equipment, filling staff vacancies, adding
security staff and providing training.
Client surveys indicate that applicants/recipients are increasingly
more satisfied with their experiences at the center and waiting times
have decreased.
SUGGESTION: From the beginning of the design process include
employees who will work in the centers.
For more information, contact:
Seth Diamond
Executive Deputy Commissioner
Family Independence Administration, HRA
180 Water Street, room 2520
New York, NY 10038
diamonds@hra.nyc.gov
212-331-6180
Last modified:
11/21/2008
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