LINCOLN — A top state official apologized Wednesday for problems with the state's new call centers for processing public assistance applications.
"I want to acknowledge and apologize for the pain we have caused when we have fallen short," Scot Adams told state lawmakers, while assuring them the state is working to improve.
"We're learning," he said. "I think we will get better and better as we continue to work through these issues."
But Health and Human Services Committee members expressed skepticism about the promises from Adams, who is interim children and family services director for the Department of Health and Human Services.
State Sen. Gwen Howard of Omaha said HHS officials made the same pledges at meetings last fall, yet complaints continue to flood in.
"I hope I don't get to be a senior citizen needing to call in," she said. "It is not better. It's worse."
Sen. Paul Lambert of Plattsmouth called situations described to the committee "shameful."
Starting in 2010, the state has been closing many local benefits offices and replacing local caseworkers with four call centers.
The centers process the bulk of applications and case reviews for people seeking state and federal benefits such as food stamps, Medicaid, child care subsidies and energy assistance.
The system also relies heavily on online applications and uses electronic scanning and storage of documents.
Although people can still request an in-person meeting with a caseworker, Adams said, that is not the "preferred option."
The result has been widespread frustration and anger, especially for elderly people and people dealing with complex cases.
The committee heard several reports from people who spent long periods on hold, only to reach workers who weren't familiar with their circumstances and weren't able to answer their questions.
Among them was Nicole Kallhoff, a single mother of three attending College of St. Mary, who told about calling to find out whether her child care would be covered while she did field work for class.
Repeatedly, she said, she was told they couldn't answer and she should call back. When she called back, she said, the next person knew nothing about her situation.
Doris Gunn told of getting a letter instructing her to call at 10 a.m. for a review of her disabled son's Medicaid eligibility.
She called at that time, only to wait 50 minutes on hold, she said. When she finally reached a worker and questioned the wait, she was told she should have called at a less busy time.
Under Legislative Bill 825, HHS would have to maintain 25 local offices that could provide face-to-face help.
The offices would have to be open at least 40 hours a week and have staff who specialize in working with elderly Nebraskans and people with physical and mental disabilities.
The cost of the bill was estimated at $1.9 million per year.
Sen. Annette Dubas of Fullerton said she introduced the bill to ensure people can get help from a live person when needed.
"LB 825 seeks to return to a more consumer-friendly and responsive system," she said. "These problems are real and they have consequences."
The system's problems also affect providers, said Shari Wells, director of nursing for the Children's Respite Care Center in Omaha. When parents cannot resolve issues with Medicaid coverage, it means the center cannot get paid.
Brendon Polt, a lobbyist for the state's major nursing homes and assisted living association, offered further evidence of the frustration felt by providers.
He said association members burst into applause when they heard about the introduction of bills addressing ACCESSNebraska.
The committee took no immediate action on LB 825. Two other bills on the new system are pending before the committee.
Contact the writer: 402-473-9583, martha.stoddard@owh.com
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