Supporting Wisconsin's SNAP E&T surge and sustaining efficiency through automation

April 9, 2026

Key takeaways

When policy changes resulted in a surge of referrals to the SNAP employment and training program in Milwaukee County, we helped our client avoid a backlog by addressing the increase through staff redeployment, work optimization, and more efficient digital outreach strategies. The addition of robotic process automation further streamlined our processes and allowed us to redeploy staff to work requiring a human skillset and more nuanced decision-making.

Redeployments and automation increase capacity

When the Wisconsin Department of Health Services’ Division of Medicaid Services (DMS) determines that a Milwaukee County resident is eligible for Supplemental Nutrition Assistance Program (SNAP) benefits, known locally as FoodShare, the department refers the individual to Maximus for employment and training services. Since 2019, we've served as a trusted partner to DMS, helping over 20,500 customers build skills and find meaningful employment through the FoodShare Employment & Training (FSET) program.

DMS requires streamlined operations through cost-effective program administration while ensuring a strong focus on customer experience and producing meaningful outcomes for individuals.

Our hybrid service delivery model offers online tools and in-person support across several locations throughout Milwaukee. We conduct skills assessments and career planning services to identify each customer’s strengths, needs, and goals for training, education, or work. We provide our customers with:

Innovative online tools: Our digital solutions, including award-winning digitized forms, two-way text messaging, web chat, and virtual job fairs, offer convenient options that meet customer preferences.
Feedback channels: Customers regularly engage with us on their preferred communication channels, including voice, text, email, and chat.

Challenge: Surge in Referrals

The expiration of a federal policy waiver for Milwaukee County resulted in a swift and significant surge of referrals of able-bodied adults without dependents to FSET. During the first month, we received 10,000 more customer cases. Following this initial spike in activity, we continued to experience an accumulation of referrals month by month. DMS needed an immediate solution to effectively handle the surge and avoid a backlog of people waiting to receive benefits while maintaining a positive customer experience.

Solution

Drawing on our decades of experience helping public programs scale to meet demand, we delivered a blend of optimized staff and automation that increased FSET program efficiency and responsiveness.

Staff redeployment and optimization of duties. We redeployed existing team members to support specific aspects of case management, including helping newly referred customers schedule appointments through our contact center. We covered this important step in our process without increasing our staff headcount.
More efficient digital outreach. We prioritized our outreach efforts to minimize the risk of customers losing their benefits, particularly able-bodied adults without dependents. While our previous outreach processes relied on phone calls, we found that email notifications were more efficient overall and met the needs of customers who preferred digital engagement.
Improved marketing strategies. We launched a marketing campaign tailored specifically for able-bodied adults without dependents. Our multichannel outreach across digital channels and with trusted community organizations drove participation in our vocational training fair.

Results

We tracked the increase in referral data via a dashboard so our DMS client could have real-time updates on our progress. We also proactively collaborated with our client to prioritize program needs during this surge and ensure program participants continued to enjoy high-quality customer service. Within a few months, we effectively addressed the additional referrals that caused the surge.

Robotics process automation bots

Streamlining repetitive, rules-based activities with automation for additional program efficiencies

Streams of light blue data points against a dark background

When referrals reached new normal levels, our optimized operations continued to effectively meet demand with a positive customer experience. We implemented robotics process automation (RPA) bots to further streamline repetitive, rules-based activities within our program operations.

In general, federal policy sets SNAP time limits for some adults without dependents, unless they meet specific work requirements to continue receiving benefits beyond a certain period. These time limits drive case management activities that can fluctuate in volume. An RPA bot can quickly complete these activities and easily handle any volume increases.

For example, an RPA bot triggers a notification when a person’s change in status is imminent. When a person exits the program, the bot adds a case note within the state system. The bot also generates reports that help our project leaders continuously optimize our processes.

By automating these repetitive, rules-based activities, we redeployed Maximus staff to customer engagement activities that benefit from their human skill set and bring a personal touch to the customer experience. In the first six months, RPA bots conducted nearly 45,000 transactions and saved over 3,000 hours.

We take the time to understand how our customers define their success. For many, it’s not getting a job; it’s gaining meaningful employment and growth opportunities. FSET participants consistently provide customer satisfaction scores of nearly 90 percent based on their experience working with Maximus. By focusing on the customer experience and optimizing service delivery, we’re overcoming barriers, delivering impactful outcomes, and helping people move forward.

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