Introduction
Research Questions
- What innovative approaches to service delivery and operations have TANF programs developed in response to the COVID-19 pandemic?
Temporary Assistance for Needy Families (TANF) programs adapted in many innovative ways to meet the challenges of the COVID-19 pandemic. These innovations included strategies to (1) administer and deliver program services virtually, (2) increase access to and use of technology among participants and staff, and (3) promote meaningful participant engagement and accountability. This brief captures promising practices developed across the country in these three areas. As the pandemic evolves, some of the innovations could benefit from further testing, adaptation, and scaling. This brief describes several considerations for TANF programs as they continue to build on these changes.
Purpose
Public health restrictions brought on by the COVID-19 pandemic forced TANF and other human services agencies to significantly change their workforce and service delivery models. These changes ushered in a wave of adaptations and innovations in how TANF programs operate, many of which could be sustained beyond the pandemic. This brief highlights themes related to innovations in use of technology and participant engagement.
Key Findings and Highlights
Programs found creative ways to administer and deliver program services virtually by:
- Providing many or most services using online videoconferencing platforms — both individually and in groups
- Recording and sending personalized short videos to participants
- Connecting participants to existing free online education and training platforms
- Converting key documentation steps that previously required in-person interactions and hard-copy materials into completely virtual processes
Programs worked to increase access to and use of technology among participants and staff by:
- Providing computers or Internet access directly to participants
- Increasing use of phone and social media communication channels
Programs revised approaches to promoting participant engagement and accountability by:
- Experimenting with different messaging about program expectations and engagement
- Changing the processes for conciliation and reengagement
- Reevaluating the types of activities participants could complete to fulfill requirements
Methods
To identify and document ways in which TANF programs adapted services and operations during the COVID-19 pandemic, we:
- Convened dozens of virtual learning community groups with state and local TANF managers, supervisors, and frontline staff between May and September 20200
- Conducted seven short, web-based surveys with TANF program staff between January and March 2021 addressing topics such as office safety and reopening, use of technology, staff and participant well-being, and performance accountability
We conducted a thematic analysis of notes from the virtual learning community groups and survey data to inform this brief.
Citation
McCay, Jonathan and Ellen Bart (2021). Pandemic-Era Innovations for the Future of Temporary Assistance for Needy Families Programs. OPRE Report # 2021-188, Washington, DC: Office of Planning, Research, and Evaluation, Administration for Children and Families, U.S. Department of Health and Human Services.
Glossary
- COVID-19:
- coronavirus disease of 2019
- TANF:
- Temporary Assistance for Needy Families