In just months, Commissioner Stacey Monahan led the Massachusetts Department of Transitional Assistance (DTA) through a very bleak period to one of human services transformation. This culminated in the transition to a first worker assignment model for SNAP-only cases, supported by electronic document management and a centralized contact number.
This human services initiative was completed on time, and early statistics reveal its effectiveness.
- Over two weeks in 2014—November 17 to 21 and 24 to 28—DTA delivered approximately 350,000 client services, handled nearly 70,000 call center calls, and had nearly 10,000 clients use the enhanced interactive voice response (IVR) system.
- Over that same time period, average wait time for the call queue the first week of these weeks was 3:39 and 1:38 (minutes: seconds) the following week.
How did Stacey Monahan’s unique leadership style help DTA realize this exciting human services transformation?
This article was originally published in the February 2014 edition of Policy & Practice magazine. It is authored by Matthew Burnham, Public Service Strategy Executive, Accenture, with insight from Stacey Monahan, Commissioner, Department of Transitional Assistance, Commonwealth of Massachusetts.