This practice brief shares strategies human services programs can use to improve customers’ experience and make their engagement in programming more meaningful. Drawing on Mathematica’s experience working with Philadelphia Works, Inc., the administering workforce development board for the Temporary Assistance for Needy Families (TANF) and Workforce Innovation and Opportunity Act (WIOA)-funded services in Philadelphia, Pennsylvania, this brief provides a step-by-step guide to reduce the burden of paperwork and procedures for customers and staff while continuing to meet program environments. Mathematica staff used the Learn, Innovate, Improve (LI2) framework—a series of evidence-informed program improvement activities enabled by collaboration between practitioners and researchers—to learn about how information is collected and used; innovate to eliminate, redesign, and streamline paperwork; and improve processes through iterative, small-scale pilot testing.

This practice brief introduces three foundations for improving services for children and families in a human services environment that has become more complex and challenging. Investments in reducing complexity and bureaucracy, building skills of supervisors and staff, and putting humans back at the center of human service delivery can help programs meet the needs of families facing challenges like low educational attainment, unemployment, criminal records, mental and physical health issues, and children with special needs.

The Office of Family Assistance hosted a webinar on Wednesday, February 26 entitled Improving Employment Outcomes for TANF Recipients with Substance Use Disorders. The webinar outlined employment-focused strategies that can contribute to, rather than inhibit, substance use treatment and featured experts with backgrounds in research and practice on working with TANF recipients who have substance use disorders. Speakers discussed national trends in substance use disorders and strategies to move those with substance use disorders towards treatment, employment, and economic stability.

Speakers included:

• Dennis Romero, Regional Administrator, Substance Abuse and Mental Health Services Administration (SAMHSA), U.S. Department of Health and Human Services

• Dr. Christine Cauffield, Chief Executive Officer, Substance Abuse and Mental Health Managing Entity, Lutheran Services Florida

• Kim Griswold Releford, University of Kentucky, Opioid Use Disorder Project, Targeted Assessment Program