Thousands of Applications Completed — At the Point of Contact
Overview
A state human services department partnered with ITO Health to expand access to critical safety net programs. By deploying ITO HealthBase across the department’s partner network, community health workers and case managers moved from paper-based referrals to electronic application submission — facilitating thousands of completed applications with completion rates significantly higher than traditional referral models.
The Challenge
Many residents qualified for benefits like the Supplemental Nutrition Assistance Program (SNAP), cash assistance programs, and Medicaid recertifications, but long, complex applications led to missed opportunities and delays. Community partners often relied on paper forms or phone calls, with no efficient way to complete and transmit applications securely. The result: eligible residents fell through the cracks — not because they didn’t qualify, but because the process was too burdensome to complete.
The Solution
ITO HealthBase was deployed across the department’s partner network, enabling community health workers and case managers to complete applications during client appointments rather than handing off paper referrals. The deployment spanned the department’s community partner network — not a single clinic or office, but a coordinated system-wide rollout that gave frontline staff across organizations access to the same tools and workflows.
With ITO HealthBase, frontline staff could:
- Pre-fill and electronically submit applications for food and cash assistance programs
- Transmit Medicaid recertification paperwork in real time, reducing coverage gaps
- Generate pre-populated letters for utility protections, preventing shut-offs before they occurred
- Complete applications during client appointments rather than handing off paper referrals
The results
| Metric | Result |
|---|---|
| Applications facilitated | Thousands of completed applications in the first year, with completion rates significantly higher than traditional referral models |
| Resident impact | Clients left appointments with applications already submitted and benefits in process |
| Coverage continuity | Coverage gaps from missed Medicaid recertifications reduced through real-time submission |
| Workflow transformation | Electronic submission replaced paper-and-phone workflows across the partner network |
The system demonstrated that scaling benefit enrollment doesn’t require more staff — it requires better tools in the hands of existing staff.
Why this matters for your business
The bottleneck was completion, not eligibility
By putting application tools directly in the hands of community partners, the department turned every client appointment into an enrollment opportunity.
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