8:25 p.m.: FSSA holds open house for clients

By Barrett Newkirk

May 30, 2008 08:26 pm

— ANDERSON — Members of the staff of the Indiana Family and Social Services Administration on Friday held the first of what they say will be several events to help clients maneuver through their case work.
The open house at the Ivy Tech campus on 53rd Street will be followed by similar events around the state in coming weeks, said Zach Main, director of FSSA’s Division of Family Resources.
A setting such as Ivy Tech may be more appealing than a trip to the welfare office for some clients, he said. Some aren’t fond the new system.
Christina Greer, Anderson, said she stopped in at the open house to turn in paperwork for her Medicaid benefits and food stamps.
The 28-year-old said she understands why FSSA changed its procedures, but she isn’t always happy with the results.
“It’s not a real person anymore. It’s pretty much automated,” she said. “People can answer my questions better.”
FSSA recently reworked the way it connects low-income Hoosiers with its services. Whereas before, social workers managed individual cases, the new system has FSSA clients going online or speaking with call center workers to coordinate benefits. Main hopes the event and more like it will reach out to people.
“The basic point of the day is making sure all the clients we serve are getting the services they need,” Main said. “There have been a lot changes, and any time something changes, you have to go the extra mile to get them used to the changes.”
Critics of the new system say it is difficult for the elderly or disabled to get their questions answered, but FSSA officials have said they’re helping more people than before.
Ten case workers were on hand Friday to meet with clients. They helped 52 people in eight hours, compared to 145 who walked in to the Madison County office, said FSSA spokeswoman Lauren Auld.

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