Our Model
How we transform benefits access
The
BDT Model
The BDT model seeks to improve the efficiency of benefits enrollment for low-income people by using data-driven strategies and a person-centered approach to target and streamline the outreach and application assistance process. The model relies on six major program components. Below, please see a description of the six program components and the proposed action steps BDT takes in order to implement a successful outreach and enrollment program.
Key Partnerships
The BDT model is based upon strong partnerships. BDT partners with government entities at the state, regional and local level to ensure that its process is tailored to the needs of the state and the administering agencies. Through clear and ongoing communication, BDT is able to develop strong relationships with front line staff at the administering agency in order to streamline the application submission process and effectively support the client. Each unique partnership has allowed BDT to hone its model of outreach and application assistance to be both efficient and effective.
Targeted Identification
By matching existing state and federal data of persons who are eligible for at least one public benefit, BDT is able to identify thousands of individuals who are very likely eligible for but not enrolled in multiple public benefits. For example, individuals who have received the low-income home energy assistance program (LIHEAP) or are enrolled in Medicaid or the Medicare Savings Programs are likely eligible for SNAP (Food Stamps), and may not yet be taking advantage of the benefit.
Effective Outreach
Once the most accurate lists are generated, BDT uses direct mail and outbound call strategies to conduct targeted outreach to communicate with potentially eligible individuals. BDT currently mails approximately 1.5 million letters annually and has developed expertise in tailoring messages and mail packages for the population in need. Both the phone and mail strategies rely on the development of friendly, culturally and linguistically appropriate messages sent on behalf of known and trusted community partners.
In-Depth Application Assistance
Once contacted, BDT utilizes a call center approach to educate about benefits and assist likely eligible individuals. Many individuals assisted by BDT staff have difficulty traveling to the various agencies to apply for benefits and appreciate support over the phone. The BDT call center is staffed with caring and committed Benefits Outreach Specialists (BOS) who are highly trained to communicate complex benefit information in a patient and friendly manner. Our outreach specialists must complete a 90-day training period which includes five weeks of classroom training on how to educate individuals about multiple benefits, including the Food Stamp Program (FSP). The specialists take part in continuous quality improvement training through role playing, supported on-phone training, and quality enhancement coaching.
Follow-up & Submission
The BDT model conducts proactive follow-up with individuals to be certain that applications submitted to the county assistance office are complete, accurate and include all of the necessary documentation. When so many individuals are not enrolled in benefit programs due to failure to provide the appropriate documentation, it is not enough to just help someone start an application. BDT’s professional staff, supported by a custom-built technological customer management tool, provides the continuity throughout the application process that volunteer-based organizations often struggle to achieve.
Evaluation
A strong technical infrastructure allows BDT’s model to be evaluated throughout the process. BDT’s customized database, PRISM, allows BDT to manage large scale outreach campaigns, conduct multi-benefits screening, support application submission for diverse benefit programs, manage complex follow-up processes and analyze and report on the progress of the work conducted. BDT uses PRISM to support the benefits access process from start to finish. All documents received by BDT are scanned, stored, protected and attached to a client’s individual record. As a result, a client can receive immediate assistance from any available BOS and is not tied to a single caseworker. These technological efficiencies ensure timely and cost-effective application submissions.
