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3. Introduced customer incentives and Service Provider bonuses for promotion and exit from TANF due to earnings; 4. Decreased Case Manager-to-Customer caseload sizes to allow for more in-depth case coaching opportunities; and 5. The inclusion of six (6) nationally recognized 2Gen activities programmed into DHS’s case management and invoicing system to allow for tracking of customer participation in each activity.

D.C. seeks to continuously improve and increase the types of service-delivery options available to customers by:

1. Modify the timing of the referral process to providers, based on the presenting needs, as defined by each individual customer.

2. D.C. is revising its Work Verification Plan based on ongoing program and policy changes made over the last several years. DHS seeks to simplify the work verification process to reduce the burden to both customers and providers to the extent possible under federal law.

3. Deployed new TANF Assessment Tool – In May 2022, DHS made several changes to its TANF assessment including applying a person-centered, full-frame lens, along with a strengths-based approach that more accurately identify how DHS can best serve the whole family, both parent and child(ren), in the most respectful and productive way. The DHS Assessment Portal (DAP) has modernized DHS-ESA’s traditional assessment process by providing a web-based application that is accessible to staff and customers. • DAP uses a customer-centered approach that focuses on the customer’s priorities and strengths. DAP examines the needs of the whole family by asking questions that use a 2- Gen lens, including referrals to outside services and additional supports. • DHS wants to make the assessment process for benefits meaningful and accessible for customers. The Customer Assessment Portal (CAP) allows customers to complete the assessment, which is a requirement for TANF eligibility, on their own time. CAP helps DHS learn more about a customer’s needs and the needs of their family to provide supportive services and offer resources.