Assessing Early Implementation of the Affordable Care Act
This report is a recently completed report containing information about counties' implementation of the ACA. This report, completed in conjunction with CFPIC and CWDA, and approved by the CWDA Board of Directors, articulates the work counties have done to enhance the customer experience during the implementation of Health Care Reform.
Counties should take great pride in their efforts, reflected here, especially during the difficult and trying days of implementation. Particularly in light of these challenges, we are very grateful for the active participation of many county staff who assisted with gathering information for and reviewing this document. It serves the important purpose of telling our story, and setting direction for the future.
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A Framework For Advancing A Culture of Customer Service In Health And Human Services
This report presents a Framework from which county human services agencies can enhance existing customer service practices and embed those enhancements into the core of the agency's belief systems, behaviors, and structure. The goal is to create a culture of customer service that will enable county human services agencies to provide first class customer service to individuals seeking help under the Affordable Care Act and effectively promote health care coverage and access to vital human services for all eligible persons. The Framework combines ten Building Blocks of Excellent Customer Service and eight Core Principles for Achieving Culture Change into four stages of activity: The first stage incorporates the actions needed to position the agency for change. The second focuses on preparing the agency to implement customer service delivery enhancements. The third stage addresses full engagement in delivering excellent customer service. The fourth, and final stage, describes how to institutionalize the changes as part of the culture of the agency. This Framework is based on information collected through Internet research; interviews with key individuals; structured discussion groups with county representatives and community stakeholders; focus groups of customers, staff and advocates; customer surveys; and discussions at a major symposium of experts. The report was the result of the Customer Service and Culture Change Best Practices Project conducted by the Child and Family Policy Institute of California under the auspices of the County Welfare Directors Association of California through a grant from The California Endowment.
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Please visit the Self-Sufficiency services tab to view several important works that report our research on TANF Child-Only cases.