The Integrated Benefits Initiative is a program of Code for America. Learn more.

LA’MESSAGE

Delivering timely, specific text message reminders to help Louisianians access and maintain the benefits assistance they need

LA’MESSAGE is a one-way text messaging service that broadcasts reminders and guidance to clients at key points throughout the benefits enrollment and renewal process. We designed this service in collaboration with low-income Louisianians to help them better understand and complete Louisiana’s benefits application and renewal processes effectively. In partnership with Louisiana’s Department of Children and Family Services, Department of Health, Office of Technology Services, and the Governor’s Office, Code for America piloted LA’MESSAGE with residents enrolled in and eligible for Medicaid, SNAP, TANF, and WIC throughout the state of Louisiana.

This site serves as an example of what is possible when users are put at the center of designing and developing a government service. We are sharing our learnings in the hopes that other states and stakeholders can re-use this work and build upon it.

Supporting the Benefits Journey

In Louisiana, tens of thousands of residents per year are denied benefits not because they’re ineligible, but because they failed to complete an administrative step to prove their eligibility. Many of these clients will go on to re-apply for benefits shortly after losing their status, which puts unnecessary stress on families and creates extra work for state administrators. Throughout our human-centered research process, two themes kept emerging from our conversations with clients: maintaining benefits was a major challenge, and text messages were a critical communication method.

Apply

Client fills out an initial application or attends an intake appointment.

Verify

Client provides documents to prove that they are eligible.

Determine

Agency determines if the client is eligible and informs them.

Use

Client uses the benefit.

Renew

Client recertifies that they are eligible, repeating a variation of the first 3 steps.

Text Messaging Campaigns

Click the tabs below each program to view the text reminders received by clients during various stages of their benefits journey.

WIC

Supplemental Nutrition Program for Women, Infants & Children

Apply Use Renew

1 week before appointment

1st reminder

Your WIC certification appointment is 11/21 at 9:30 AM. The office is located at 2222 Simon Bolivar Avenue, 2nd Floor. You’ll fill out paperwork, talk to a health educator, and get food vouchers. It should take under 2 hours. Bring your child (or proof of pregnancy), your Medicaid card (or other proof of income), and your ID. If you need to reschedule or have questions about what to bring, call 504-658-2760.

1 day before appointment

2nd reminder

Your WIC certification appointment is tomorrow at 9:30 AM. The office is located at 2222 Simon Bolivar Avenue, 2nd Floor. Please bring your child, your Medicaid card (or other proof of income), and your ID. If you need to reschedule, call 504-658-2760.

1 week before appointment

1st reminder

Your WIC appointment is 11/21 at 9:30 AM. The office is located at 2222 Simon Bolivar Avenue, 2nd Floor. This appointment is to pick up your vouchers, and will take about 30 minutes. You don’t need to bring your child. Remember to complete your online nutrition class at wichealth.org. Otherwise you’ll need to attend a class during your appointment.

1 day before appointment

2nd reminder

This is a reminder that your WIC appointment is tomorrow at 9:30 AM. You’ll be picking up vouchers. Bring your ID with you. If you need to reschedule, call 504-658-2760.

1 week before appointment

1st reminder

It’s time to renew your WIC benefits. Your recertification appointment is 11/21 at 9:30 AM. The office is located at 2222 Simon Bolivar Avenue, 2nd Floor. Please bring your child, your Medicaid card (or other proof of income) and your ID. We will also need to know your child’s weight, height, and iron (Hgb) level. If you don’t have records of these, we can do an exam at the office. If you need to reschedule, call 504-658-2760.

1 day before appointment

2nd reminder

This is a reminder that your WIC recertification appointment is tomorrow at 9:30 AM. Bring your child, your Medicaid card (or other proof of income), and your ID. If you need to reschedule, call 504-658-2760.

Guiding Practices

  • Tell Clients What to Expect

    Early user research indicated that clients aren’t always sure what to bring to an appointment. Reminders clearly explained what is necessary for specific appointment types, and what to expect during the visit. This saved client and caseworker time.

  • Share Only Appropriate Guidance

    High-risk nutritional counseling appointments carry tailored, detailed information for each client, and we followed staff recommendations to not share this over a text message. Instead, clients received generic messages about the appointment, and encouragement to call with questions.

  • Test Iteratively

    In addition to content and wording, we also investigated the best cadence for sending messages. After starting our pilot with two reminders, we experimented with sending one, two, and three messages to see which most positively influenced the outcomes. We discovered that the outcomes are broadly similar across all three options, showing that even one message can improve a client’s ability to make an appointment.

SNAP & TANF

Supplemental Nutrition Assistance Program & Temporary Assistance for Needy Families

Verify Renew

1 week before interview

1st reminder

DCFS: Your SNAP phone interview is 11/21 at 9:30 AM. The call may come from an unlisted or out of state number, so please be sure to answer all calls. If you need to reschedule, call 1-888-524-3578. Select your language, then dial 3-1-2-6.

Day of interview

2nd reminder

DCFS: Your SNAP phone interview is today at 9:30 AM. The call may come from an unlisted or out of state number, so please be sure to answer all calls. If you need to reschedule, call 1-888-524-3578. Select your language, then dial 3-1-2-6.

10 days before verification deadline

3rd reminder

DCFS: You have verification due. Your SNAP case may not be processed without this verification. You can mail documents to: PO Box 260031, Baton Rouge LA 70826, drop them off at any SNAP office, submit them online at: cafe-cp.dcfs.la.gov/selfservice, or fax them to 225-663-3164. Please remember to label each document you send with your full name and the last 4 digits of your Social Security Number.

3 weeks before deadline

1st reminder

DCFS: Your SNAP certification is ending. You MUST submit your form before your scheduled interview date. Go online at: http://cafe-cp.dcfs.la.gov/selfservice and fill out your recertification.

2 weeks before deadline

2nd reminder

DCFS: Your SNAP certification is ending. You MUST submit your form before your scheduled interview date. Go online at: http://cafe-cp.dcfs.la.gov/selfservice and fill out your recertification.

1 week before deadline

3rd reminder

DCFS: Your SNAP certification is ending. You MUST submit your form before your scheduled interview date. Go online at: http://cafe-cp.dcfs.la.gov/selfservice and fill out your recertification.

Guiding Practices

  • Include Key Details

    Some benefits require a mandatory phone interview to complete an application or annual renewal. Include the date and time of the upcoming interview. Also remind them that it may come from an unknown or out-of-town number to help clients make the connection.

  • Anticipate Common Needs

    Rescheduling is a common occurrance. Texts should include specific instructions on how to reschedule appointments, providing specific instructions on how to navigate the automated agency answering service.

  • Explain How to Navigate the Process

    All SNAP clients must submit a semi-annual report to maintain their case. Reminders should emphasize that the form is required for everyone, regardless of case details, and explain the consequences of not submitting it. Reminders should also list the options for submitting a form.

  • Enable Feedback

    While this pilot only featured outgoing text messages (one-way texting), some clients replied to the messages, expecting a response. While we were not equipped or authorized to respond to messages, this feature created a critical feedback loop. For instance, clients pointed out an incorrect link in an early version of the message.

MEDICAID

Health care for low-income individuals and families

Verify Renew

After application submission

Primary reminder

To complete your Medicaid application, please submit the following documents soon if you haven’t yet: Earned Income + Bank Statement. You can drop them off at the Medicaid office, or submit them online at https://sspweb.lameds.ldh.la.gov/selfservice/. You can also email them (along with your case number) to mymedicaid@la.gov.

4 weeks before deadline

1st reminder

Your household’s Medicaid coverage is expiring. To keep getting Medicaid, you must complete your renewal by 11/21. You can renew online at sspweb.lameds.ldh.la.gov/selfservice/. You can also renew over the phone on weekdays 8am-5pm at 1-888-342-6207.

2 weeks before deadline

2nd reminder

You need to complete your Medicaid renewal by 11/21. You can renew online at sspweb.lameds.ldh.la.gov/selfservice/. You can also renew over the phone on weekdays 8am-5pm at 1-888-342-6207.

1 week before deadline

3rd reminder

Your Medicaid renewal is due next week, on 11/21. You can renew online at sspweb.lameds.ldh.la.gov/selfservice/. You can also renew over the phone on weekdays 8am-5pm at 1-888-342-6207.

Guiding Practices

  • Be Specific

    The more customized the information, the more successful clients can be in completing a required task. Medicaid clients received the specific type of document needed for case verification.

  • Give Options

    Different interactions suit different audiences. We shared multiple options for submitting paperwork, letting recipients pick the one most convenient for them.

  • Use Trauma-Informed Language

    Be intentional about the language you use in order to inform clients in a calm, stress-free way. When explaining consequences, it’s not necessary to strike a dire tone. Neutrally state what will happen, and let the reader make the best decision for themselves.

  • Spot Opportunities to Measure, Adapt, and Learn

    We A/B tested different variations of opt-in language and tone to find out what was most successful. When we proved that a neutral “professional” tone was more effective than a “friendly” tone in helping clients respond to renewal reminders, we carried that language throughout our reminders.

Interested in using text reminders for your state’s benefit programs?

Download Scripts

Get GitHub Code

Contact Integrated Benefits for more info: integratedbenefits@codeforamerica.org