Empowering Change: A Conversation with Commissioner Sarah Merrick on Using AI to Help Modernize the Government Workplace

TipCo Automated Systems is proud to partner with a group of visionary leaders in the health and human services (HHS) sector, particularly focusing on women who are spearheading change in their communities. These leaders recognize the pressing challenges faced by their county departments, including critical worker shortages and increasing demand for programs like the Supplemental Nutrition Assistance Program (SNAP). Moreover, they identify the need for more efficient and supportive technology to address these issues effectively. 

Among these distinguished leaders stands Commissioner Sarah Merrick, a staunch advocate for improving the HHS systems in Onondaga County. She describes herself as being in the human services change business and she’s doing just that by introducing AI solutions to help her agency staff get it all done.  

Interview with Commissioner Sarah Merrick

Join us as we delve into Commissioner Merrick’s dedication to finding a solution to help modernize the interactions that Onondaga County residents have with the agency and its staff to be more efficient and helpful during times of crisis.  

What inspired you to pursue a career in social services, and what motivated you to take on leadership roles within your respective counties?

From an early age, I always had an interest in working in some type of service. My family always said, “to whom much is given, much is expected.” I went to college thinking a medical career was my path; soon I realized that biology and chemistry were not my passion. I ended up with a liberal arts degree in government (political science) plus many courses in sociology and social work. I didn’t really know what to do with this degree but spent one year as a mental health worker in a private psychiatric hospital. That year shaped my future career in so many ways. I realized then that direct service was not what I wanted to do but that I wanted to be in the human services systems change business. However, working with individuals with severe mental illness gave me insight on how fragile our mental health is and that it is so important to treat those in crisis with dignity and respect. I ended up getting my master’s in public administration and dedicating my professional career to trying to improve the HHS system in Onondaga County. 

What strategies have you employed to address challenges such as staffing shortages, budget constraints, or unexpected crises like the COVID-19 pandemic?

We have tried everything. Created a marketing campaign to recruit staff. Contracted out with a private recruiting firm. Attended numerous community events to explain what services the Department of Social Services—Economic Security (DSS-ES) can offer, plus encouraged attendees to apply for various jobs. Reassessed job duties and moved staff in more appropriate job titles to maximize the existing eligibility knowledge we have in the department. Created specialized training teams to fast-track staff into higher levels of work. Offered overtime at extremely high levels. Convinced recent retirees to return on a part-time basis. Still, our vacancy rate has stayed at 10–12 percent since COVID. 

With your extensive experience in the field, what do you consider to be the most pressing issue facing social services today, and how do you propose addressing it?

The population that DSS-ES serves appears to be in crisis for long periods. Clients are struggling to meet basic needs. Clients are experiencing more mental health problems and showing more violent tendencies. Social services need to attract compassionate and problem-solving-oriented employees. This is extremely difficult because candidates are looking for work-life balance, flexibility in the workplace (something government is very resistant to adopt), and a modernized work environment with technology to support the work (again, something government has not historically invested in). I believe AI tools can be a part of the solution to help modernize government practices, procedures, and interventions. 

In what ways do you believe technology and innovation can further enhance the effectiveness and efficiency of social services delivery in your county?

DSS-ES’s business hours are 8 a.m. to 4 p.m. We have only one location in Onondaga, which is in the City of Syracuse. Onondaga County has a large population of refugees. Many individuals and families that need our services work during our open hours and/or have transportation barriers. Language interpretation is also an issue since refugees speak more than fifty different languages other than English. AI will allow those seeking our assistance and our current clients to access information 24/7/365. AI will address language barriers. AI will collect necessary information from applicants and clients, thus reducing the need to make an in-person visit. AI will provide improved customer service and efficiencies for applicants and clients. In addition, AI will “give time back” to our employees. Currently, EVA Phone is handling 28 percent of our incoming calls. That represents weeks of time saved for staff. EVA Interview is reading SNAP Rights and Responsibilities to applicants and clients, again saving weeks in work time. As EVA is expanded to all aspects of the department, AI will save months of time, allowing employees to focus on the more complicated/complex aspects of their jobs. 

As you are one of the first leaders in the health and human services (HHS) realm to embrace AI, and what made you decide this was a solution for your agency and community?   

After trying to fill our staff vacancy gap (10–12 percent) since COVID, facing a 5 percent cut in the workforce due to County revenue constraints, and anticipating an increase in administrative burdens with recent Federal changes to various public benefits, we had to find a solution. AI offers a promising option. 

What specific challenges or opportunities within the realm of healthcare and human services (HHS) prompted you to consider integrating AI?

Quite a few things: lack of staff (vacancies), loss of staff with expert knowledge, new staff needing technology to make doing the job easier, loss in the number of funded staff, and increased administrative burdens. 

What legacy do you hope to leave behind in terms of your impact on the community and the social services sector?

I hope that the DSS-ES will be seen as a place individuals and families can come to when in need and be treated with respect and dignity. In addition, I want us to be seen as a department that is innovative and willing to change to best meet the needs of the public and its employees.  

Conclusion

As we conclude our time with Commissioner Sarah Merrick, it’s clear that her bold leadership and innovative thinking to overcome agency challenges has positioned Onondaga County DSS-ES to handle upcoming changes and increases in workload.