Op-ed: HSD needs to do its work more efficiently0

Republished from the Albuquerque Journal. See the original guest column here.

By Ruth Hoffman / Lutheran Advocacy Ministry-NM
originally published Thursday, June 9th, 2016 at 12:02am

Here in New Mexico, we have long struggled with taking care of our most vulnerable families. Recent reports that state workers at the Human Services Department were being pressured into denying emergency SNAP (food stamps) to hungry people and families are very disturbing. For over two decades, a federal court has found HSD’s track record for basic processing of medical and food assistance benefits to be in violation of federal law.

Government is one of the ways that we can work together to address the needs of our communities, and it can make a positive difference in people’s lives. But when government doesn’t work or fails to do its job, it can cause a lot of pain. Just ask a family of four in Hobbs. State workers left them without Medicaid coverage for seven months because HSD had failed to send a renewal notice or to check information the family had already given them.

Or an elderly man from Alamogordo with no income who had his SNAP assistance terminated last August because state workers forgot to send him a legally required notice. After going three weeks without food assistance, his benefits were reinstated, but only after the man went to an Income Support Division office to submit a new application for food assistance.

Whether it involves Medicaid or SNAP, these stories and others point to an unacceptable problem at HSD of improperly denying families needed services and failing to notify recipients about delays. Seniors and low-income families are on their own to figure out how to resolve these issues. Indeed, according to a study by the New Mexico Center on Law and Poverty, HSD failed to send Medicaid clients the required renewal forms 50 percent of the time. Over 65 percent of the time, they failed to alert families about delays in their SNAP applications or about ways to resolve the delays.

As the government agency charged with assisting low-income people, families and seniors, the Human Services Department should implement common-sense steps to improve efficiency and save money. This can be done by eliminating requests for unnecessary documents, making client notices more accurate and understandable, and automating Medicaid renewals.

Additionally, it is critical that HSD provide much better job training, support and resources for the state workers who determine eligibility for badly needed assistance. Creating a comprehensive, accurate online worker manual would help workers process cases efficiently and as required by law.

We believe that we are called to do everything in our power to serve our neighbors. While faith communities throughout our state serve and help people living in poverty and experiencing hunger every day, they can’t do all that is needed and must be done. Our government has a role to play, and the agencies of our government must carry out that role by implementing a benefits system which is efficient and does its best to not put up barriers to accessing the assistance that eligible low-income New Mexicans need.

We know that eligible families are trying to get back on their feet; they are trying to do the right thing. We should expect nothing less from state leaders. Creating a more efficient benefits system won’t solve everything, but it can make a big difference in the lives of families and the people who most need help.

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