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Sherburne County HHS describes call‑volume surge, staffing pivots and short‑term steps to reduce voicemail backlog
Summary
Sherburne County HHS told the board that post‑COVID Medicaid unwinding, higher caseloads and an outdated state eligibility system have driven a surge in calls; staff explained operational changes that have reduced voicemail backlogs.
Sherburne County Health and Human Services (HHS) staff described ongoing strains on income‑maintenance operations at the March 6 meeting and outlined a series of operational changes intended to reduce caller wait times and voicemail backlogs.
Amanda (HHS) and Gina Anderson, Economic Supports Manager, told commissioners that changes tied to the end of COVID continuous coverage — the "health care unwinding" — plus higher overall caseloads and frequent changes to eligibility rules have doubled workloads compared with pre‑pandemic levels. Gina said Sherburne County enrollees rose from about 13,708 in 2019 to a peak in 2023 of roughly 21,642, and then began to decline as renewals…
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