Some Nebraskans will be unable to get the help they need under the state's plan to use call centers and online applications rather than caseworkers and face-to-face interviews for welfare-related applications, according to testimony at a Friday public hearing.

"The new system, which discourages or eliminates the possibility of meeting face to face with a live human caseworker, is immoral and shows indifference toward the needs of people with disabilities, indeed people with any needs," said Kathy Hoell, executive director of the Nebraska Statewide Independent Living Council.

The state plans to set up four call centers to handle most applications for services like food stamps, Temporary Assistance for Needy Families, Medicaid, energy assistance and child care subsidies.

Department of Health and Human Service leaders are also promoting online applications as a way to streamline the process.

Much of the testimony Friday centered on the ability to have face-to-face interviews after the four call centers are established, and problems with online applications.

The proposed rules appear to allow -- but not require -- interviews for applications, even if a client requests one.

The rules also do not indicate whether people will be able to use a paper application or if all applications must be done online.

After the hearing, an HHS spokeswoman said the agency plans to continue traditional in-person interviews when clients request them and will continue to accept paper applications.

Even after the call centers are operating, HHS will have 250 staff members in offices across the state, said Kathie Osterman.

Groups representing low-income Nebraskans raised other issues during the hearing.

• Online applications are impossible for people who don't have a computer or don't know how to use one.
• Online applications often take hours to complete and many people will not understand the written descriptions of programs.
• Online applications don't always let people know all benefits they might be eligible to get.

Similar streamlining efforts in other states created problems, particularly for elderly, disabled, illiterate, homeless and mentally ill clients, said Becky Gould, executive director of Nebraska Appleseed.

The fact that the rules do not guarantee face-to-face interviews could prevent access to help for at-risk populations, she said.

Already, local aging offices are getting calls from people who need help with the applications, according to written testimony from the Nebraska Association of Area Agencies on Aging.

"Our older adults report not knowing what to do, and do not understand the process. This has resulted in delays in applications and renewals not being completed," the association said.

Even adult children reported applications -- 26 pages, with five to 10 pages of appendixes -- took more than two hours to complete, the association said.

For older adults, the streamlined program, ACCESSNebraska, must be accompanied by HHS staff help, the association said.

"I suspect that ACCESSNebraska is intended to save money for the Department," not provide better access for Nebraskans, said Mary Angus with the Arc of Nebraska, which represents people with developmental disabilities.

Friday's public hearing was an early step in the move toward implementing ACCESSNebraska. The governor will ultimately approve any rule changes.

Reach Nancy Hicks at 402-473-7250 or nhicks@journalstar.com.