Don't Get Caught Without A Plan

Disruption is no longer a surprise—it’s a pattern.

From staffing shortages to compliance pressure, Health and Human Services (HHS) agencies are navigating increasingly complex challenges with limited resources.

This blog series takes a 360° look at how agencies can proactively prepare for disruptions—before they happen. From workforce support to cost-effective tech strategies, we’re breaking down real challenges and offering actionable solutions.

Planning now means fewer surprises later.

Building Workforce Resilience Through Proactive Planning, Scalable Technology, and Smarter Communication

If there’s one lesson Health and Human Services (HHS) agencies can take from the last several years, it’s this: Waiting until a crisis hits to build a plan is far too late. Disruptions—whether public health emergencies, policy shifts, or economic downturns—aren’t a matter of if, but when. And when they arrive, it’s the workforce that bears the brunt. As the heart of HHS agencies across the country, the workforce must be ready, equipped, and supported, not only in the moment, but before disruption strikes.

We’ve seen firsthand how vulnerable a system can become when there’s no contingency plan in place to support workers. If agencies are to ensure continuity of service and protect the well-being of the people behind the scenes, they must make proactive workforce planning a priority.

Past Crises, Present Lessons

Recent history offers powerful examples of just how unprepared many agencies were, and the consequences of that unpreparedness.

During the COVID-19 pandemic, the country saw a dramatic surge in individuals seeking government services. But HHS agencies were already struggling with workforce shortages, low morale, and outdated systems. The pandemic didn’t just stress-test agencies—it broke many of them. Caseworkers were stretched beyond capacity, often working in systems that weren’t designed to handle the volume or the complexity of the crisis.

Then came Medicaid unwinding, a more predictable disruption that still managed to overwhelm many state agencies. After two years of paused eligibility reviews during the pandemic, states were required to resume redeterminations for all Medicaid enrollees. Agencies had time to prepare, but many still lacked the staffing, tools, and infrastructure to manage the workload. The result? More coverage losses, longer processing times, and more pressure on already fatigued teams.

At a glance, both examples may seem like isolated or unforeseeable challenges. But what they revealed was not just the impact of external disruptions—it was the lack of internal readiness. The start of COVID-19 may have offered little time to prepare, but the Medicaid unwinding process was visible on the horizon. Yet even with lead time, many agencies struggled because they didn’t have a workforce plan in place, nor had they addressed the pre-existing issues that these disruptions only magnified.

From Awareness to Action

Workforce-related challenges in HHS are not new. For years, agencies have talked about the strain on their employees—high turnover, burnout, inadequate support systems—but action has been inconsistent. Why? Because the issues are complex and systemic. They’re rooted in policy, funding, infrastructure, and leadership—all moving parts that require thoughtful, collaborative solutions.

In 2025, we must recognize that hiring alone won’t solve our workforce problems or prepare us for future shocks. Yes, new hires help, but they’re not a silver bullet. Budgets are limited. Qualified candidates are scarce. And many roles take time to train and onboard effectively. Instead of chasing a single solution, agencies must embrace a layered strategy—one that focuses on resilience, adaptability, and innovation.

So what can agencies do now to better support their staff and be ready for what’s next?

Four Ways to Prepare and Support the Workforce

Invest in scalable, flexible technology.

Smart technology can extend the reach and capacity of your workforce. Tools like AI-powered assistants, automation for repetitive tasks, and integrated platforms can help caseworkers do more with less—without compromising quality or compliance. Additionally, there are plenty of solutions on the market today that offer almost instant benefits for workers at lower costs than traditional comprehensive modernization projects.

Prioritize workforce mental health and well-being.

Burnout isn’t just a buzzword—it’s a reality. Agencies must embed wellness into their workplace culture. That means creating space for mental health support, offering flexible work options when possible, and checking in regularly on staff morale.

Cross-train staff and build redundancy.

Leadership changes and staffing gaps are inevitable. Cross-training creates operational flexibility, while clear succession planning ensures that institutional knowledge and decision-making authority aren’t lost during transitions.

Improve internal communication and transparency.

Workers need to know what’s happening—especially in a crisis. Establish clear communication channels, provide regular updates, and actively seek staff input. When employees feel informed and heard, they’re more prepared and more engaged.

What Comes Next

Disruption is not an excuse for dysfunction. It’s a call to prepare. HHS agencies cannot afford to be reactive. They must build the systems, processes, and supports that protect their most valuable asset: their people. Because when the next disruption arrives—and it will—it’s the workforce who will carry agencies through.

Fortunately, the path forward is not only about preparing for tomorrow. It’s about taking action today. By investing in technology, building internal strength, and listening closely to the needs of staff, agencies can create workplaces that are not only more resilient, but more person-centered. The best way to prepare for future disruptions is to start building a better environment now—one where the workforce is equipped, empowered, and ready for whatever comes next.

Budget, Compliance, and the Case for Tech-First Strategies

In Health and Human Services (HHS), disruption has become a constant. Budget cuts, regulatory changes, surges in client demand—these challenges aren’t new, but they are increasing in frequency and intensity. The only way to stay ahead is to plan ahead.

Now is the time for HHS agencies to revisit prior decisions and develop strategic plans that tackle today’s growing workload, compliance complexity, and financial constraints. The reality is that the workforce alone can’t absorb it all, and expecting them to, without scalable support, is no longer sustainable.

The New Reality: More Work with Fewer Resources

Workloads in programs like Medicaid and SNAP are ballooning. Recertifications are now happening more frequently—doubling or even quadrupling the administrative effort needed to keep programs compliant. But staffing isn’t increasing to match.

Many agencies are facing hiring freezes and limited budgets, and even when positions can be filled, training new eligibility workers is a long runway—often six months or more before they can work independently. In the meantime, the influx of work doesn’t slow down.

The hard truth is that the risk is the risk—regardless of staffing levels or hiring delays. Compliance requirements don’t pause, and clients don’t stop needing support. Agencies must figure out how to deliver accurate, timely service without burning out their teams.

When Hiring Isn’t an Option

For years, workforce discussions in HHS centered on the idea that more hiring would solve operational strain. But in 2025, that’s no longer realistic. Budgets are tight, qualified candidates are scarce, and complex processes mean new workers can’t deliver immediate value.

That’s why IT solutions must be at the center of any forward-looking workforce and budget strategy. Technology doesn’t have office hours. It doesn’t require onboarding or extensive training. With solutions like AI, “training” takes hours—not months—and the value is nearly immediate. That is not to say it can replace the workforce, but it can support them. 

Investing in scalable, flexible technology is one of the few ways agencies can significantly increase their capacity without increasing their headcount.

The Rising Costs of Compliance

As if budget pressure weren’t enough, compliance expectations are growing. States could soon be managing a sliding-scale payment model for SNAP, where the higher the error rate, the higher the cost.

This puts agencies in a bind—how do you process cases quickly enough to keep up with volume while maintaining the accuracy required to avoid penalties? It’s a lose-lose situation unless you have the right tools in place.

Federal guidelines are also tightening around documentation and reporting. Meeting these standards manually is an uphill battle. But AI can help by parsing through complex eligibility rules, surfacing the right guidance, and reducing human error without slowing workers down.

Smart Spending: Maximum Impact, Minimal Delay

When every dollar matters, investing in solutions that offer fast time to value is critical. Technology solutions like TipCo’s EVA can be deployed quickly and offer immediate benefits to workers and administrators alike.

Rather than spending limited funds on hiring alone, agencies can put that money toward platforms that improve accuracy, speed, and compliance—all at once.

With solutions like EVA, AI becomes part of the team. Whether it’s answering routine client calls, helping to guide workers through complex interviews, or documenting outcomes in real time, this technology is already transforming how agencies handle their most pressing workloads.

Expanding Capability and Capacity

Contrary to common concerns, AI and automation aren’t about replacing staff—they’re about supporting them. In fact, the right technology frees up workers to focus on higher-value, person-centered tasks.

Rather than being forced to choose between quality, cost, or speed, agencies that adopt intelligent solutions can have all three. That’s the promise of planning well and planning early.

And with AI that learns from your environment and improves over time, these gains aren’t just short-term, they’re sustainable.

Plan Now or Pay Later

The message is clear: Don’t wait until disruption hits. If HHS agencies want to navigate mounting budget and compliance pressures, they must develop smart, tech-forward plans now.

Planning doesn’t mean adding more people to an already stretched team. It means designing systems that amplify the workforce you already have. It means investing in tools that help you keep up with regulations, meet demand, and avoid costly mistakes.

There is a path forward. One where agencies don’t have to choose between quality and speed, or accuracy and affordability. With the right plan and the right technology, you can have it all.

Avalanche Warning: How to Maintain Operational Efficiency When the Workload Surges

Across the nation, human services agencies are bracing for what many are calling an avalanche of work. The recently passed “Big Beautiful Bill” brings with it a wave of new regulatory requirements, especially around redeterminations, documentation, and client interactions. All of which will significantly increase the operational burden on agencies that are already stretched thin.

When policy shifts happen, they often come with tight timelines, added complexity, and few additional resources. The agencies that fare best are those with strong, sustainable operations in place before the pressure hits. Because in human services, staying efficient isn’t just about saving time—it’s about protecting your workforce and ensuring that the people who rely on you don’t fall through the cracks.

When Policy Hits Operations

The new bill will have wide-reaching effects in human services, but some of the most immediate will be operational. Agencies are now preparing to:

Process 6-month renewals, doubling the frequency of eligibility verifications.

Manage increased documentation requirements, which demand more attention and accuracy per case.

Navigate a higher volume of client touch points and inbound calls, driven by confusion and lack of clarity.

And these changes aren’t coming with a corresponding boost in funding. In fact, many agencies are facing budget reductions and hiring freezes, leaving fewer hands to do significantly more work. At the same time, staff churn remains high, and training new employees can take months—if those positions can be filled at all.

The Cumulative Strain on Systems—and People

These changes don’t exist in a vacuum. They’re compounding existing problems: broken communication lines, outdated processes, and a fatigued workforce. Many agencies are already struggling to keep up, and now they’re expected to take on even more.

As operations become increasingly reactive, service quality suffers. Caseworkers are overwhelmed, and clients experience delays, confusion, and frustration. The impact? Disenrollment, appeals, missed opportunities for support—and a growing loss of public trust.

In short: If agencies don’t make operational planning a priority now, the avalanche of work ahead could bury systems already showing signs of collapse.

Efficiency Is Sustainability—and Technology Makes It Possible

So how can agencies stay afloat? The answer lies in sustainable efficiency. That means creating systems that don’t just work well today but continue to work under pressure tomorrow.

The good news is that modern technology offers scalable, fast-to-deploy solutions that help agencies manage their workload without overloading their people. Unlike hiring, which can take months and drain already tight budgets, modern tech tools can be implemented quickly, offer immediate value, and reduce the strain on front-line workers.

And when used strategically, technology doesn’t just streamline operations. It enables a new level of service quality, even in the face of high demand.

Tech in Action: Tools That Support Operational Resilience

Here are three examples of solutions that can help agencies navigate the operational demands brought on by the new legislation:

AI-powered call support: Contact centers are often the first to feel the pressure when new policies go into effect. AI tools like TipCo’s EVA Phone can field routine inquiries, provide real-time updates, and guide clients through next steps—reducing call volume and freeing up workers to focus on complex cases.

Document management tools: Increased documentation requirements mean more time spent on intake, verification, and compliance. Smart document tools streamline these tasks, reduce errors, and ensure critical paperwork is accessible when and where it’s needed.

Cross-program technology: Clients rarely exist in just one system. Tech that supports interoperability and cross-program data sharing reduces redundancies, simplifies client journeys, and cuts down on the number of touch points needed to deliver services, improving outcomes without increasing workload.

Don’t Wait Until You’re Buried

It’s easy to underestimate the impact of operational inefficiencies—until you’re in crisis. When the work begins to pile up, agencies without a plan will scramble to catch up. But those that have invested in sustainable solutions will be able to meet the moment with confidence.

Efficiency under pressure starts with preparation, not improvisation. By planning now and embracing technology as a partner, agencies can absorb disruption, protect their teams, and deliver consistent service—no matter what comes next.

Strong Operations, Stronger Services

At TipCo, we believe operational efficiency is the foundation of resilient service delivery. It’s how you make the most of your resources, support your workforce, and serve your community with excellence—even when the workload surges.

The avalanche is coming—but you don’t have to be caught unprepared. Start planning now. Start building systems that last. And let technology do the heavy lifting, so your team can focus on what matters most.