Empowering Change: A Conversation with Executive Deputy Commissioner Jennifer Robinson on Improving Experiences for Staff and Community Members with Technology

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 Executive Deputy Commissioner Jennifer Robinson, an impassioned advocate for improved experiences for both agency team members and the community. After years at Onondaga County Department of Social Services, she’s worked her way up to leadership and puts her experience to work while introducing new technology to the agency.  

Interview with Executive Deputy Commissioner Jennifer Robinson

Join us as we delve into Executive Deputy Commissioner Robinson’s insights and experiences, exploring her passion for the work done by HHS agency workers every day and the experience she wants residents of Onondaga County to have whenever they must engage with the agency for assistance.  

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

As a young teen parent, I took a job with Onondaga County Department of Social Services-Economic Security (DSS-ES) because I needed stable employment that included health insurance for my young family. I quickly became impassioned by the work that is done every day by DSS-ES to assist members of our community. I was motivated to take on leadership roles by my desire to make a change. I wanted to change the perception of DSS-ES within our community and help it become a place where those in need can apply for help without judgment and with compassion. As I’ve moved up through the organization, I have used my leadership position to advocate not only for the needs of our community, but for the needs of our employees who work tirelessly every day. 

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

The past five years have completely transformed the way we conduct business. The COVID-19 pandemic prompted me to reassess how to meet the needs of the community while the rest of the world was on lockdown. We implemented processes to allow staff to work from home, and Onondaga County DSS-ES continued to serve the public throughout the entirety of the pandemic. Due to ongoing staffing shortages, we ask more from our employees and allowing them to work remotely 1–2 days per week helps with staff morale. Implementing new technology, including AI, takes some of the burden off our staff and allows them to focus on their caseloads. 

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 most pressing issues facing social services today are the barriers put in place by the policies implemented by the Federal government, making it difficult for our clientele to achieve self-sufficiency. Using technological advancements, such as AI, we can field hundreds of phone calls per day and give our supervisors and front-line staff the tools to ensure we are processing applications and recertifications timely and accurately. 

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

We are hoping to expand our AI use to complete tasks such as interviews for benefits, which would save up to 15 hours per week for each public assistance eligibility staff member and to create a self-check in process at our reception desk, which serves up to 500 people per day. 

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?   

Our Commissioner Sarah Merrick is always looking for efficiencies due to chronically low staffing numbers. She heard about TipCo from neighboring counties, and after speaking with the TipCo team and hearing what solutions they had to offer, we jumped onboard. 

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

Low staffing, work accuracy, and quality were beginning to slip due to the time crunch on supervisors/trainers. AI is another tool to help us meet the daily needs of our community. 

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

I hope to leave behind a team of employees who are committed to growing within the department and can continue to provide much needed help to so many in Onondaga County. I would like to believe my passion for our work will live on through the efforts of my team, whom I have been privileged to work with. 

Conclusion

As we conclude our time with Executive Deputy Commissioner Jennifer Robinson, it’s clear that her dedication to the work being done at Onondaga County DSS-ES has already made an impact on both the agency staff and their community. Her leadership in bringing new technology to the county is helping boost staff morale and meet the needs of Onondaga County residents.