Full transcript
0:00LIHEAP is still operated mostly the way it was in 1981. You're going to go sit in an office in a way, or be on hold on a phone forever, and you'll have multiple trips that you have to make.
0:11Yeah, and that's your point about the administrative process. There needs to be some hurdle to it, but again, what we're seeing in Tennessee, for example, is that 50% of the phone volume is status updates. So it's: am I getting my money, has it happened, did you get my — you know, it's those basic questions.
0:32What's difficult to explain when I've talked to policymakers about this is that if you're in a crisis, you're not thinking the way you do sitting at a nice desk when you've had your ham sandwich and you've patted your dog on the head, right? It's like you're going in a circle and it's very difficult to rationalize. And so people will call multiple, multiple times to check something, and they're on hold, and it's difficult.
0:58So the bit that's interesting for me is lessening the burden somehow, by giving people the appropriate information at the right time.
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