Bill seeks improved access to public benefit programs

The state Department of Health and Human Services (DHHS) would be required to add more local offices, workers and resources to the system for accessing public benefit programs under a bill heard Jan. 25 by the Health and Human Services Committee.

Fullerton Sen. Annette Dubas, sponsor of LB825, said the department’s reform effort to modernize and streamline access to public benefits – known as ACCESSNebraska – has resulted in delays, anxiety and confusion.

Dubas said the move away from local offices staffed by DHHS caseworkers to online applications and call centers has been particularly hard on the state’s elderly and those who lack an advocate to help them navigate the new system.

“The changes were abrupt and have adversely affected many Nebraskans,” she said. “LB825 seeks to return to a more consumer-friendly and responsive system.”

Among other provisions, the bill would require DHHS to maintain 25 local offices throughout the state to provide in-person services to clients. To the extent possible, the offices would be in place by Oct. 1, 2012, in locations currently or recently used by DHHS to house local offices.

The bill also would require offices to be open a minimum of 40 hours per week and be equipped with a reasonable number of computers, telephones and scanning equipment. In addition, DHHS would be required to create specialized units to work with the elderly and those with complex cases.

Retired DHHS worker Robert Sterken testified in support of the bill. Sterken said he left the department out of frustration with ACCESSNebraska. The program is struggling with under-staffing, he said, and it is very difficult for the elderly and disabled to obtain face-to-face assistance.

“While the technology has enhanced access for some Nebraskans, it has caused others to feel alienated,” he said.

Mark Intermill, representing AARP and Voices for Children in Nebraska, also testified in support of the bill.

Intermill said using technology to modernize the public benefit system is a worthy goal, but expressed concern with implementation of ACCESSNebraska. He said the current system is understaffed and that spending $1.9 million as outlined in LB825 would be a “bargain” for the state.

“We have a lot of excellent employees in the Department of Health and Human Services,” he said. “But I think sometimes we set up systems that just don’t work.”

Scot Adams, interim director DHHS’s division of children and family services, testified in opposition to the bill.

Adams admitted that ACCESSNebraska needs improvement, but said the department is working to provide better service and shorten telephone wait times. DHHS recently made changes to the system in response to listening sessions conducted across the state, Adams said, and garners feedback from customer satisfaction surveys.

“I want to acknowledge and apologize for the pain we have caused where we have fallen short,” he said. “Clearly, we are not where we want to be with all of this.”

The committee took no immediate action on the bill.