How Multnomah County Simplified Online Application for Benefits by 80% With FORWARD

FORWARD’s innovative solution streamlined Multnomah County’s benefits application process, reducing complexity and increasing accessibility for residents. Learn more about how this comprehensive platform addresses common challenges while improving efficiency for both applicants and administrators.

Challenges That Multnomah County Faced to Connect Residents to Resources

Like many other jurisdictions, Multnomah County faced many obstacles while trying to provide accessible services to its diverse population, such as

Fragmented Access to Services

Residents struggled to navigate multiple systems for different programs, which led to confusion and missed opportunities.

Underutilization of Benefits

Complex application processes made it difficult for people to apply, resulting in unmet needs within the community.

Data silos that Hinder Effective Program Delivery

Staff spent a lot of time on data entry and managing disconnected systems, taking time away from direct client support.

Administrative Burdens

The lack of integration between departments made it difficult to provide comprehensive support and track outcomes effectively.

These challenges highlighted the need for integrated eligibility solutions to simplify processes and improve outcomes.

Benefits of FORWARD Integrated Eligibility Solutions

FORWARD’s integrated eligibility system (IES) addresses these challenges by streamlining application processes, enhancing data security, and improving inter-agency collaboration. 

Streamlined Application Processes

The system simplifies the application process and eliminates repetitive information requests, reducing application size by 80% and navigational complexity by 90%.

Enhanced Data Accuracy

By integrating data across multiple agencies, the system provides accurate and up-to-date information, reducing errors and improving service delivery.

Improved Inter-Agency Collaboration

Agencies can easily share information, coordinate services, and reduce redundancies.

Optimized Resource Allocation

The system enables better tracking and management of resources so assistance reaches those who need it most.

How Multnomah County Enables Mass Applications for Government Programs

Multnomah County, Oregon’s largest county, partnered with FORWARD to address challenges in resource accessibility. Together, they created the Multnomah County Common Application, powered by FORWARD’s integrated eligibility system, to simplify applications and expand access to services.

Research and Community Input

Commissioner Lori Stegmann surveyed local community-based organizations to identify pain points and highlight the need for a simplified, integrated eligibility system.

Program Design

Working with FORWARD, the county launched the Common Application to streamline intake and improve service delivery across programs.

Community Partnerships

Close collaboration with community-based organizations ensured the system addressed diverse needs and was designed for inclusivity.

User-Friendly Portal

The Common Application features a mobile-accessible interface in 68 languages. By reducing application questions from 84 to 19 for families and 70 to 17 for seniors, the county cut application size by 80% and complexity by 90%.

Case Management and Communication

The system prevents duplication of benefits, securely stores applicant data, and simplifies client communication for more accurate, efficient service delivery.

Reporting and Expansion

Built-in reporting tools track outcomes and identify improvements. Following a successful pilot, the system expanded in 2023 to 12 programs (including WIC and utility assistance) and now supports 20 resources countywide.

Stay Ahead With the Latest Program Management Insights

Want more strategies, case studies, and solutions to improve your programs? Join a growing network of leaders optimizing service delivery and driving impact.

Let's Chat