The state of Ohio has deployed Interactive Voice Response (IVR) technology to help consumers access information regarding their Medicaid, Supplemental Nutrition Assistance Program (SNAP) and Ohio Works First (OWF) benefits.
Hamilton County Job and Family Services is one of four pilot counties where consumers can call an enterprise contact center number, (844) 640-6446, to hear a summary of their Medicaid, SNAP, or OWF benefits and sign up to receive the summary by text message. This new process will be evaluated and after a brief assessment be available to all 88 counties.
“Hamilton County is proud to once again be chosen as a pilot for innovative efforts to assist county consumers,” said Moira Weir, director of Hamilton County JFS. “We have a history of developing and piloting solutions designed to improve the consumer experience and make it easier to do business with government.”
Hamilton County is one of four pilot counties that are going above and beyond the initial phase of the system, which focuses on outbound calls to individuals who recently received reminder letters to renew their Medicaid benefits. The state hopes pairing calls with the letters will improve Medicaid renewal rates.
In Hamilton County and three other counties – Franklin, Summit and Wood – the state is adding a second call to consumers reminding the individual that they may still call for their renewals or turn in their forms on line or in person at their local JFS.
In both cases, consumers will receive this message: “You may renew your Medicaid online at ssp.benefits.ohio.gov, by phone at (844) 640-6446 or by turning in your form to your local County Department of Job and Family Services.”
In addition to the second call, Hamilton County and the other pilot counties will have IVR set up to accept calls and provide case summaries via phone or text.
If you are a consumer interested in obtaining information about your case, simply call (844) 640-6446 and answer a few security questions.