Text Messaging

Text messaging can help agencies share information, communicate with beneficiaries, and enable programs to meet residents where they are.

Concise, plain language communications help people enroll and stay enrolled.

Effectively communicating with individuals is a challenge for many agencies. Text messaging can be an impactful way to support applicants, stay in touch and support beneficiaries in maintaining uninterrupted benefits, and conduct outreach to potentially eligible individuals.

Approaches range from one-way systems that provide recertification reminders to two-way systems that allow residents to ask questions immediately. Unlocking the benefits of text messaging requires planning and understanding of legal and technical requirements. Clear communications with text messaging recipients are also important for building trust. On this page, you can explore guidance for every element and stage of implementing a text message outreach program.

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Louisiana: Expanding a Successful Texting Pilot During the COVID-19 Pandemic

The COVID-19 pandemic placed incredible pressure on public assistance programs at a time when states like Louisiana were already trying to conduct more effective outreach to benefits applicants and recipients. These efforts were complicated by a surge in applications and the need to close government offices.

Beeck Center for Social Impact + Innovation at Georgetown University
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