Iknow LLC, a knowledge management consultancy, was selected by the State of Delaware’s Division of Social Services to develop and pilot a solution to help triage walk-in clients to the State’s benefits offices. The goal of the solution is to assist front-desk professional staff ask the right questions in a more efficient way, leading to shorter average wait times and to faster and more accurate eligibility determinations across a range of benefit programs. The solution will also provide each client with a personalized list of required documentation and data needed for their in-person interview.
Iknow’s proposed solution will incorporate artificial intelligence approaches and complex rules based on Federal and Delaware government laws. The rules for the system will be drawn from FNS Handbook 310, DSS Food Benefits Training NWT 600, Delaware Administrative Code - 9000 Food Stamp Program, DHSS Application for Food Benefits, Cash, Medical, and Child Care Assistance, and other sources.
About the State of Delaware’s Division of Social Services
The Department of Health and Social Services (DHSS) is one of the State agencies mandated by the Federal government and the State of Delaware to administer State and Federal financial assistance programs for Delaware's needy citizens. Within the Department of Health and Social Services, the Division of Social Services (DSS) is directly responsible for a number of benefits programs for Delaware's needy citizens.
The mission of the Division of Social Services is to provide prompt, respectful and accurate services that promote the potential for self-sufficiency for all Delawareans. The Division of Social Services determines eligibility and administers the following assistance programs:
- Food Benefits (SNAP)
- Temporary Assistance to Needy Families (TANF)
- General Assistance
- Subsidized Child Care/Purchase of Care (POC)
Additionally DSS determines eligibly for the majority of Medicaid programs.
More information about DSS can be found at http://www.dhss.delaware.gov/dss/.