Implementation of the Hybrid Model

Following Eligibility Modernization, the state created a combination of the 'old' eligibility model and the modernized model to create a model that used the best elements of both worlds for optimum performance. The Hybrid system allows increased face-to-face contact between caseworkers and consumers, while maintaining the electronic advancements of modernization. Currently, the Hybrid System has been implemented in the Division of Family Resources regions:

• Region 3, Allen
• Region 4, Grant
• Region 6, Vigo
• Region 7, Vanderburgh
• Region 8, Clark

FSSA will continue to add new regions to the Hybrid System until the entire state is covered.

Key elements of the Hybrid System include:

• Enhanced assistance for clients who need additional support
• More personalized locally based system
• Consumers may discuss their case at the local county office
• Increased availability to local office staff
• Consumers may submit applications and have documents scanned at their local DFR office
• Online application access to apply for services via the internet
• 24-hour Interactive Voice Response (IVR) system
• Toll Free Call Center
• Reconfigured local offices to accommodate additional staff, increases reception areas and self-help
• A two-tiered approval system for greater accountability and faster resolutions
• Reduced claims of employee fraud

Covering Kids & Families of Indiana continues to work in partnership with FSSA to support the implementation of the hybrid model as it rolls out by regions.

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