Providing Agencywide Training Support for redeployed staff during a Global Pandemic
Supporting Staff and Citizens through Cash Assistance (CA) and Supplemental Nutrition Assistance Program (SNAP) Hotlines and Microsoft Teams Channels
The Problem
Due to the onset of Covid-19 in March 2020, agency staff needed to be redeployed to the New York City Department of Social Services Supplementary Nutrition Assistance Program (SNAP) and Cash Assistance (CA) programs - also known as mission critical areas. A training solution was required for these redeployed staff.
The Strategy
The Office of Training & Workforce Development created four CA and SNAP hotlines as well as provided support via Microsoft Teams Channels that housed resources, enabled staff to ask questions, obtain clearances, and be guided and walked through case processes.
The Outcome
The New York City Department of Social Services' OTWD was able to launch the CA and SNAP hotlines and shift to self-paced and virtual training in less than two weeks leading to over 28,000 calls logged and issues resolved
Pandemic Shifts
Due to the onset of Covid 19 in March 2020, agency staff were redeployed to the New York City Department of Social Services Supplementary Nutrition Assistance Program (SNAP) and Cash Assistance (CA) programs, and a training solution was required for these redeployed staff. As policies and processes shifted because of the pandemic, the New York City Department of Social Services redirected resources to mission critical areas. Staff from various departments throughout the Agency were reassigned to assist programs that administered social service benefits
The Office of Training & Workforce Development (OTWD) had to identify a training solution that would enable redeployed staff to receive on going training support in a remote environment. These staff were critical to ensuring that clients received much needed social service benefits during the global pandemic.
Virtual Training Solutions
As part of the training solution, two teams, that included an administrative support team, were assembled to work on and support the Hotline project.
The Curriculum Team worked on policy updates, researched procedures, provided assistance to the hotline team and created CA/SNAP training modules to enable reassigned staff to conduct phone interviews. Whereas the Hotline Team provided immediate responses to interview questions as well as technical assistance and clearances. The hotline teams quickly grew to over 40 staff, with the CA Hotline supervised by five Managers and staffed by 21 Trainers, and the SNAP Hotline supervised by four Managers and staffed by a total of 19 Trainers.
"…Because of you, your patience, and diligence we are able to provide services to those most in need."
Unique dedicated phone numbers were acquired through the Agency’s IT department and assigned to each hotline to assist with the deployment of CA/SNAP training modules. Over the phone and through Microsoft Teams Channels, Trainers guided staff through CA/SNAP applications and recertifications interviews and processing.
The CA/SNAP teams were supported by a total of five administrative staff who annotated the number of calls, submitted daily response reports, managed registration and attendance and troubleshooting of training access issues. Both hotlines were opened from 8:30 am-8:00 pm Monday through Friday and 8:00 am to 5:00 pm on Saturdays.
Supporting Staff & Citizens
The New York City Department of Social Services' OTWD was able to launch the CA and SNAP hotline and shift to self-paced and virtual training in less than two weeks. Over 900 staff from all redeployed unity made use of the hotlines, with CA and SNAP Trainers fielding over 2000 calls a month. For both programs, a total of more than 28,000 calls were logged and issues resolved.
Success was measured by conducting hotline impact analysis based on the favourable feedback received from staff, retention of information, increased productivity, decreased case errors obtained via quality assurance checks and increased client satisfaction.
We received great staff feedback from the program:
- "For me, this was a new experience to be part of a training conducted remotely. From my perspective, well received by our staff and I am very appreciative to training for doing this."
- "After getting support and help, I feel much better about the work and services I’m doing..."
- "You were so patient. The case took a long time, but you were right there with me. I really appreciated that. You went above and beyond."
- "…Because of you, your patience, and diligence we are able to provide services to those most in need."
Our biggest takeaway - an all-hands-on deck approach that involved sharing of innovative ideas and collaborating with our internal partners resulted in a successful initiative.
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