Quadient Inspire for Child Welfare Communications
Enhancing the Connection Between Clients, Caseworkers & Agencies
As Health & Human Services agencies seek to improve client engagement and connections, they often struggle to move fast and meet the evolving needs of the children and families they serve. In Child Welfare specifically, agencies are engaging with clients at what are often the most challenging times in their lives. The need to meet clients where they are, while at their most sensitive, in combination with the need to keep up with the pace of technological innovation, is the driving force behind ongoing efforts to modernize agency communication and engagement channels. Quadient’s purpose is to simplify and streamline engagement to enhance the connections between clients, caseworkers, and agencies.
Relieving Client Stress with a Straightforward, Supportive Experience
Reports have shown that clients of human services programs are generally dissatisfied with their interactions with personnel and that they desire more convenience and accessibility of services. If we consider this, in conjunction with the sensitivity of their current situation, we must focus on ensuring that clients are not exposed to additional undue stress in the process of their engagement with government programs. Further, we should focus on how we can reduce the stress they are already under by providing them with a straightforward, supportive experience.
Quadient Inspire is a Customer Communications Management (CCM) software solution that supports clients in Child Welfare with real-time communications and digital self-service tools that empower them to successfully navigate the complexities of the Child Welfare system with the support of their caseworkers, bridging the caseworker-client communication gap and forging meaningful partnership.
Empowering Clients to Play an Active Role in Reaching Their Outcomes
In a system where clients often feel victimized by programs and people who are supposed to be there to help them, effective engagement depends on the ability to empower clients to play an active role in their services. Self-service tools can be offered to clients from the very start of their engagement with the agency via intelligent, digital forms. This level of digital self-service can be maintained throughout the client experience by providing ongoing access to relevant case information and historical documents, ensuring that they are appropriately informed at every stage.
The days of allowing caseworkers to operate behind closed doors while they hold the well-being of vulnerable children and families in their hands are long gone. Now, more than ever, clients want and need to know what decisions are being made for them and why, and want to play a role in those decisions. In sensitive situations such as these, it is unfair for clients to be kept in the dark.
Increasing Commitment with Consistent Engagement at Every Stage
Empowering clients by including them in processes throughout their time in the system leads them to be more committed to their goals. For instance, in the case of a mother whose child was removed by a caseworker, there may be certain requirements she must meet to be reunified with her child, such as securing stable housing or a full-time job. If the mother in this situation is consistently engaged in partnership with the caseworker, she is more likely to achieve these goals and ultimately, get her child back.
In Child Welfare, accessible and proactive client communication is not a “nice-to-have"— it is a “need-to-have.” Clients should be consistently informed and engaged, and agencies should ensure that clients can easily communicate with their caseworkers when they need to. Quadient Inspire can improve both inbound and outbound engagement with multi-channel communication and proactive nudges.
Meeting Clients Where They Are with Omnichannel Communications
Currently, about 88% of Americans own smartphones. Agencies can meet clients where they are by leveraging the capabilities of the devices they already use, enhancing inbound and outbound communication. To help do this, Quadient seamlessly integrates various channels of communication, such as email, text, and social media, into existing business processes to provide clients with multiple touchpoints. This omnichannel approach not only improves equitable access to communications, but speeds up response time to enhance client satisfaction and reduce the risk of challenges caused by lack of or poor communication. Additionally, streamlined communication allows agency personnel to engage with clients at the right time, easing their stress and offering reassurance that Child Welfare workers are committed to achieving positive outcomes.
Expediting Positive Outcomes with Proactive, Mobile Outreach
Individuals who are involved with their state or local Child Welfare agency are often balancing numerous real-life challenges, making it difficult to keep up with the complexities of the system they must now navigate. If agencies can get upstream by reaching out to clients, they can prevent potential crises and expedite good outcomes. With Quadient Inspire CCM, Child Welfare workers can send proactive nudges, push appointment reminders, and offer resources and support. Amid a potential slew of challenges, support from the agency can make all the difference in a client’s well-being and goal fulfillment.
Quadient: Communications that Foster Committed Connection
Quadient’s Inspire customer communication technology is client-centric, built to help Child Welfare agencies further their critical work with children and families, improve outcomes, and make a positive impact in the lives of those most need assistance. By focusing on supporting agencies in meeting clients where they are and keeping them engaged in their services with streamlined communication, Quadient drives committed connection, so that children and families can get the services they need, when they need them.
