Program Description

Program/Practice Description: Progress came about through a frontline caseworker mindset change combined with a data-informed and performance management approach to succeed. In September 2004, an initiative referred to as The Right Work, The Right Way promoted Georgia's value that "Welfare Is Not Good Enough for Any Family." The Department of Human Resources commissioner encourages the department's 19,000 employees to do the right thing to best serve their customers.

Innovations and Results: The Department of Human Resources new Right Work, Right Way employee incentive program offers agency-wide recognition and a $100 cash reward to staff who deliver service above and beyond the expectations of the job or suggest procedural improvements that result in faster, friendlier, easier service. Since implementation, the program has helped support Fulton County's efforts to improve service delivery to TANF customers by focusing on the goal of helping families to self-sufficiency. Before this change, Employment Services worked with 1,300 active TANF clients; that number has decreased to 600-700 clients. Georgia has used a value-based, data-driven approach to make tremendous improvements in the TANF program. Without additional staff, money, or policy changes, the State of Georgia has reduced the TANF caseload of mandatory adults with work requirements by 58.9 percent since July 2004. In addition, the office has increased client involvement in work participation activities from 24 percent in FY 2004 to 65.7 percent in FY 2006, and in August 2007, the Fulton County Office recorded a work participation rate of 76.5 percent. The office also holds monthly "G-Force" meetings at which staff highlight their successes and areas for improvement.

Operations: When outstanding performance is noted, the supervisor completes an online nomination form with the State. After review and selection, that case worker receives a cash bonus. For example, the last Employment Services worker who was nominated from the Fulton office was a woman who took the initiative to found Minnie's Clothing Closet, the Department of Family and Children Services clothing closet for TANF customers in need of supplies. This closet is a room decorated with colorfully wrapped boxes, a center table, and a well organized supply of clothes, baby care kits, hygiene kits, and food supplies for Fulton County's most needy families.