Implementation of the Hybrid Model

The Hybrid system allows increased face-to-face contact between caseworkers and consumers, while maintaining the electronic advancements of modernization. As of Feb. 20. 2012, the Hybrid System has been implemented statewide.

Key elements of the Hybrid System include:

• Enhanced assistance for clients who need additional support
• More personalized locally based system
• Consumers may discuss their case at the local county office
• Increased availability to local office staff
• Consumers may submit applications and have documents scanned at their local DFR office
• Online application access to apply for services via the internet
• 24-hour Interactive Voice Response (IVR) system
• Toll Free Call Center
• Reconfigured local offices to accommodate additional staff, increases reception areas and self-help
• A two-tiered approval system for greater accountability and faster resolutions
• Reduced claims of employee fraud

Covering Kids & Families of Indiana continues to work in partnership with FSSA to support the implementation of the hybrid model.

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