Questions about the steps, time, and effort a process requires

Look at the process from the person's point of view. Count the steps, documents, trips, and hours away from work. Notice when a deadline, mailed notice, or login becomes a barrier. At each step, make sure a person can reach staff for help without using the online option.

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Guidance. A practical job aid or checklist from this program. Confirm policy questions with the person responsible for that policy. A practical job aid or checklist from this program. Confirm policy questions with the person responsible for that policy.

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First contact: how does a person learn that the service exists? Which languages and ways of reaching people are used?

Access at each step: can people complete it with a screen reader, keyboard, interpreter, captioning, or an alternate format?

Each document: what must they already have, and what happens if they do not?

Each wait: how long, and what happens to their service meanwhile?

Each decision: who decides, how is it explained, and can it be appealed in plain language?

Each notice: mailed, emailed, or in an account? Who never sees it?

When the process breaks down: who is left carrying the burden—the person, a family member, a county worker, or a community organization?

Removal: which steps could be removed, combined, or done by the agency instead of the person?

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If something is missing or does not seem right, tell your Equity Director or find the right person or office.