KOKOMO, Ind. — A legislative study committee had hard questions and criticism Thursday for the Family and Social Services Administration over changes made to Indiana’s welfare system.
FSSA last year began rolling out the changes in a 12-county area including Kokomo, Marion, Muncie and Anderson and has since expanded them to 47 other counties. Under the changes, most state case workers became call center operators and clients no longer had a single county case worker supervising their cases.
FSSA Secretary Mitch Roob told lawmakers at the public hearing that the agency is working to improve the system and that he had representatives at the hearing there to help any clients with specific problems.
Committee chairman and House Ways and Means Chairman William Crawford, D-Indianapolis, said some people have been unable to access call centers without waiting for long periods of time. Crawford also mentioned a letter to the FSSA from the federal Food and Nutrition Service ordering the state to delay any further rollout of the welfare changes until it improved its timeliness in processing applications.
“In the rollout areas, there are complaints,” Crawford said, drawing applause from the crowd. “We want to assure the public that these programs are going to operate in a timely fashion.”
Sen. Sue Errington, D-Muncie, said some people must wait for hours or leave work early to wait for calls from the call centers. She said she’s heard complaints about the new system after since it was rolled out in her district.
“My legislative assistant and I are beginning to feel like case workers,” she told Roob. “We’re hearing from so many people.”
The state awarded a team of vendors led by IBM Corp. and Affiliated Computer Services Inc. a $1.16 billion, 10-year contract to process applications for Medicaid, food stamps and other public safety net benefits received by about 1.1 million children, seniors, people with disabilities and other needy Hoosiers. The deal introduced the call centers, the Internet and fax services as means to apply for benefits.
The changes, however, have come under fire from lawmakers, welfare clients and their advocates who claim the new system loses necessary documents, leaves telephone callers on hold for long periods, and other problems.
Steve Woodall, a former state case worker, went to work for ACS at the new system’s Marion call center for about a year until leaving his job last April.
“I’ve seen many, many things that are flawed with this system. I believe any client should be able to call in and talk to someone who has ultimate responsibility for their case, and this system does not provide that,” Woodall said.
Woodall was introduced by his brother-in-law, state Rep. Ron Herrell, D-Kokomo.
“My heart aches when I think about a business making these determinations for people who are the most vulnerable in this state,” Herrell said. “... It breaks my heart because these are people in need.”
FNS Regional Administrator Ollice Holden sent a letter dated June 23 to Roob ordering the state to delay any further rollout of the welfare changes until it improved its processing of food stamp applications.
“Indiana’s most recent monthly reports indicate a decline in the timeliness of application processing that has occurred in the pilot region since the transition to the modernized service delivery model. Indiana’s statewide application processing rate also continues to be a concern,” Holden said in the letter obtained this week by The Associated Press.
Local News
3:15 p.m.: State hears welfare complaints
- Local News
-
-
Local churches work with Change This World
While 1.02 billion people are undernourished and 23,483 die of starvation or preventable disease per day in the world, according to Food and Agriculture statistics on Change This World’s website, there are those who are trying to make a difference by decreasing those numbers.
-
Elwood mayor says new administration has had zero firings
Mayor Ron Arnold, who took office Jan. 1, said his administration has not fired a single employee.
-
Got flowers for Valentine's Day?
If you’re a wife or girlfriend reading this story, avert your eyes. This one’s for the men in your life.
-
Snow showers this evening
Our snow chances are greater during the course of this week. Today will begin dry with increasing clouds and highs in the mid 30s.
-
Arrest Log: Feb. 13
Arrests made by Madison County law enforcement on Saturday, based on Madison County Jail records. Charges are recommended by arresting officers, but are not final until the Madison County prosecutor reviews the case and files official charges.
-
Poll question for Monday, Feb. 13
Vote daily in The Herald Bulletin poll. Today's poll question can be found at the bottom of the homepage on the right side.
-
Getting Together: Anderson Symphony Orchestra seeks musical connections
Getting patrons in the proper mood for Valentine’s Day, the Anderson Symphony Orchestra delighted its audience with both classical and popular melodies of love on Saturday night. From Tchaikovsky to the Beatles, the professional musicians performed tales of love, tragedy and romance.
-
What's Where: Feb. 13
Local meetings and activities are scheduled Monday.
-
Scott Underwood: TV section alterations on the way
Two Sundays ago, The Herald Bulletin introduced a new product called Click, replacing the TV Week section. Like TV Week, Click includes TV listings grids, sports listings and Sudoku and crossword puzzles.
-
Analysis: Exceptional voice seemed lost in Houston's excessive fame
Whitney Houston’s numerous comeback attempts never gelled into anything the public cared about.
- More Local News Headlines
-
