Washington D.C.’s Department of Health Care Finance
Washington D.C.’s Department of Health Care Finance is a trailblazer, reinventing caseworker training and support.
DHCF is DC residents’ gateway to health and human services.
HHS organizations are evolving.
Introducing a self-directed knowledge base and support system.
The results: simplified support and more effective caseworker training.
Today, rather than searching PDF-based job aids, DHCF employees can find the information they need using MyDCAS. This ensures they aren’t accessing outdated or inaccurate data. It also means they spend less time searching for the information they need or on the phone with the help desk. A month into the MyDCAS launch, DHCF was already experiencing a drop in help desk calls.
Meanwhile, analytics embedded in the myDCAS portal enable DHCF to fine tune caseworker training based on the questions asked or issues raised.
“We’re not throwing everything at the wall just to see what sticks anymore,” says Hunt. “We can see where there may be training gaps across the agency, or if certain individuals need more support in specific areas. Having that data will make us more efficient and effective in our approach to training.”
Once fully implemented, DCAS will touch multiple agencies across the District. Between caseworkers, district employees and partners, the agency will go from supporting about 900 users to supporting about 4,000 users. DHCF leaders are confident myDCAS will provide caseworkers a more advanced support system, more accurate information and access to continuous training so they can provide fast, consistent support to the growing number of constituents in need of services.
“Even as the number of residents seeking our services grows, we’ll be able to serve them efficiently,” says Hunt. “We’ll enable a more intuitive customer experience without sacrificing support for our valued employees.”