For Rhode Islanders seeking state assistance like health insurance or food stamps, there’s a new system in place. We visited the Department of Human Services’ field office in Providence on the first day of the new system to see how it’s working.
April is applying for food stamps – or SNAP. She’s got a number and she’s waiting in line for someone to call it. We’re not using her last name to protect her privacy. This field office is packed, a line snaking out the door, adults and kids waiting behind ropes, in banks of chairs.
“Hopefully it’s quicker, so we’re not here for two or three hours or more…”
But April’s still not clear on how things are going to work differently today from the way they worked a few days ago.
“The thing about the new system is they’re not telling us what the new system is or how, what it is. Like, what is the new system? They’re not educating us.”
What’s different is that clients can apply for multiple benefits all in one place, says Department of Human Services director Melba Depeña Affigne.
“Rather than going to see several workers with several programs, they now can see just one person.”
Linda Katz from the Economic Progress Institute – a poverty watchdog group – explains the range of programs, like food stamps, for poor Rhode Islanders.
“So people come here for a variety of reasons. It could be somebody who’s coming to apply, a working family for example, that needs to get health insurance coverage, child care assistance, and maybe SNAP assistance. So they’re working at a lower wage job and those benefits help them make ends meet.”
But Katz says clients may need to come to a field office to do more than just apply for benefits.
“Could be people here just for renewal of their benefits, to drop off documents they need to complete an application.”
Figuring out where to do that – just how to navigate the system looks a bit confusing to an outsider. There are staffers at a table out front to greet newcomers. Then clients are told to wait in a line and they’re assigned a number. That’s a change – no more calling clients up by name. And then they’re seen by a case worker. If all goes as planned, clients should also be able to apply for benefits online at one of the new computer terminals here by Wednesday. But all of this is happening with 70 fewer social workers than DHS had a few weeks ago, says Linda Katz.
“We have concerns about whether people will really be able to use the online system because it is a complicated process. While it seems certainly the DHS staff are doing a great job in terms of the first day, the overarching concern that we have is that there seems to be a promotion of technology as if it can supplement for staff. And we don’t think that’s the case.”
The applications are complex, says Katz, and people need help filling them out.
DHS director Depeña Affigne says the department will work diligently to address technical glitches and help anyone who needs it.
