Overview

July 26

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Social services provide a vital safety net for a community’s most vulnerable children, adults and families. However, navigating these services and determining eligibility can be a complex, confusing process for both recipients and workers.

Most agencies have already established a digital presence to better serve clients and expand capacity, but their websites and digital channels often fall short when it comes to accessibility, user experience, and relevant, up-to-date content.

Join this webinar on July 26 at 10am PT/1pm ET to discuss web modernization technologies and best practices that allow agencies to rapidly expand capacity and provide the timely, high-quality engagement that leads to better client outcomes.

In this webinar, we will discuss the following technology-driven approaches to building capacity:

  • Content efficiency/findability
  • Human-centered design practices
  • Self-service/automation
  • Customer journey and web analytics

Speakers

Carole Hussey headshot

Carole Hussey — Moderator

Senior Fellow, Center for Digital Government

Carole Hussey is a Senior Fellow for the Center for Digital Government. Carole is the Founder of Evolv Strategy Group, an Health and Human Services (HHS) market strategy firm. As a seasoned HHS advisor, Carole has more than twenty years of experience providing consultative services to state and local government agencies. Her depth of expertise is oriented toward transformation of cross-programmatic service delivery models, enabled by modern technology solutions. Prior to starting Evolv Strategy Group, Carole served in a number of leadership positions in national consulting firms serving the HHS market. She is on the Board of Directors for the Human Services Information Technology Advisory Group (HSITAG) and volunteers with several non-profit organizations in support of transition aged youth. Carole is a graduate of Duquesne University.

Jennifer Kent headshot

Jennifer Kent

Senior Fellow, Center for Digital Government

Jennifer Kent has more than fifteen years of extensive health administration and policy experience in California that spans over three gubernatorial administrations and encompasses both private and public delivery systems. As Director, Kent oversaw the second largest public healthcare system in the nation with an annual budget of over $100B and serving approximately 13 million Californians. She oversaw the administration of twenty-four managed care plans as well as 56 county behavioral health plans. Kent has also held leadership roles in the Health & Human Services Agency and Governor’s offices as well as experience in the private sector as a lobbyist, consultant and association executive.

Trey Long headshot

Trey Long

Integrated Eligibility and State-Based Marketplace Leader, Health and Human Services, Amazon Web Services

Trey Long is the Integrated Eligibility (IE) and State-Based Marketplace (SBM) Leader on the Health and Human Services team at Amazon Web Services (AWS). He helps state agencies that administer programs like SNAP, TANF, and Medicaid increase their effectiveness and control cost to better serve the vulnerable populations in their jurisdictions. Trey previously served in a number of roles for the District of Columbia, including as a member of the mayor’s Healthcare Reform Implementation Committee (HRIC), as the Program Office Director for the first release of the DC Access System (DCAS), and as a Deputy Administrator at the Department of Human Services (DHS). While leading the DHS Division of Program Operations (DPO), Trey drove transformational change that reduced manual effort for eligibility workers and revolutionized the customer service experience for beneficiaries. Before joining the DC government, Trey was the HHS Strategy Lead and national Healthcare Reform coordinator for Accenture’s Health & Public Sector practice. In that role, he led consulting engagements that ranged from rapid management consulting assessments to large-scale, multi-year, statewide system implementations. He is located in Austin, Texas.

Todd Wolff headshot

Todd Wolff

HHS Technical Lead, Adobe

Todd serves as the technical lead for Adobe’s Health & Human Services (HHS) practice, responsible for translating complex technical concepts and ideas into a shared vision that can be understood by both executives and IT stakeholders. Todd has over 12 years’ experience working with HHS agencies - using technology to make a positive difference in the lives of the people they serve.

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