Equitable Access: Promising Recommendations to Address Equitable Access - Page 2

• Equitable Access: What is Equitable Access? - Page 1
• Promising Recommendations to address Equitable Access - Page 2
• Promising Recommendations to address Equitable Access (Continued) - Page 3
• Equity Grants & Navigator Grants - Page 4

Promising Recommendations:

• Equity Data Collection and Metrics:
  • Help states enhance data collection and analytics capabilities to make sure that claimants of all demographics have equitable access to benefits.
  • Usage of data to understand all the points along the claim journey at which claimants might get stuck and to make sure that undue burdens and barriers to access are addressed.
• Essential Impact Team:
  • Establish a state level data-focused team to implement claimant-centric solutions and continuously improve service delivery.
  • This designated team collaborates regularly with internal and external stakeholders to review data, gain insights, validate challenges, and identify, prioritize and resolve bottlenecks.
• Plain Language Standards:
  • Identify common communications to claimants that may be hard to understand and may present navigation challenges.
  • Redesign critical communications by simplifying the language and making sure claimants know what they are being asked to do, and by when they need to do it.
• Language Access Services:
  • Provide comprehensive language translation and interpretation across appropriate communication channels in a way that ensures they will be understood by the target audiences.
  • Enhance quality of interpreter services and translated resources so that limited English proficient claimants can more easily navigate the benefits process on their own.
• Community Engagement and Feedback Loops:
  • Establish partnerships with claimant-focused community-based organizations for multiple purposes that include, but not limited to, identification of pain points, communication improvement, and building cultural competency.
  • Builds on improving access and equity on a regular basis by reaching out directly to claimants, claimant-focused community groups and community members to learn more about which parts of the UI process claimants find the most challenging and which aspects work well.
  • Gather insights along the claim cycle through surveys/questionnaires, chatbots, and social media monitoring which can be used to make appropriate process changes, better inform outreach campaigns, and enhance user experience.
  • Recruit diverse participants to perform user testing of technologies and features and make necessary adjustments to implementations based upon feedback.

• Last Updated:
• Created:
• Resource Publication Date: 2022
• Posted by: Lisa Harrison
• Posted in: Short-Time Compensation