The impact of federal health care reform is not limited to the domain of health care services. State eligibility systems are often used across health and human services programs, and eligibility workers determine eligibility for multiple programs. Is your state prepared to integrate all income and verification data into your systems, forms, and processes? Can your workers satisfy the new requirements while addressing increasing Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), and Medicaid caseloads?


With 25 years of experience in the fi eld, Public Consulting Group (PCG) can help your organization to plan, test, and implement the changes necessary to prepare your workers and offi ces for new responsibilities and new models of service delivery. We can help you to streamline business processes, conduct training, identify process redundancy, and improve service delivery.

Services and Benefits

Planning Services

States will invest millions of dollars to implement health care reform and new eligibility systems – make the most of this investment by conducting thoughtful planning and strategizing. We can help you with

  • Successful development and implementation of business changes.
  • Robust, structured, and documented planning processes.
  • Benchmarks/baselines/metrics to measure expectations, progress, and success.
  • Resource maximization.

Policy Expertise

New eligibility determination processes will require complete and up-todate knowledge of policies and guidelines to ensure that individuals and families get the benefi ts they need. PCG can provide the policy expertise to enable the successful functioning of rules engines and other integrated systems. We can also make sure policies are both customer-friendly, workerfriendly, understandable and practical. Call on PCG for help with

  • Compliance and alignment of federal requirements.
  • Increased program integrity.
  • Improved customer service.

Process Redesign

The development of integrated eligibility processes will bring with it demands for new business procedures, administrative policies, and deliberate coordination. PCG can provide guidance and structure to help agencies put in place and sustain cross-agency collaboration and effective business processes. We can provide assistance in testing, implementing and measuring new processes and systems to

  • Increase effi ciencies.
  • Improve customer service
  • Improve internal operations, governance, and management activities.

Training Support

PCG can help you plan, test, and implement the training necessary to prepare front-line workers and management for their new responsibilities in order to achieve

  • Proper and uniform training of all front-line workers.
  • Consistent processes.
  • Improved monitoring and management tools.

More Information

For more information about PCG Human Service's Eligibility Business Process Consulting Services please contact us at or 1-800-210-6113.