The Kentucky Cabinet for Health and Family Services’ main office in Louisville, Kentucky deals with hundreds
of clients with various needs each day. The office provides food stamps, child care assistance, and
financial support among other services. A simulation model of the intake process was developed and
analyzed in order to investigate various alternatives concerning process flow, staffing, and layout. The
simulation model shows long wait times for clients coming into the system to receive benefits. Working
with a state budget during variable economic times leaves no room for hiring new workers, so changes
must come from within. The flexibility of the simulation model allows for experiments on the system to
be created and observed. This paper describes the simulation model, the analysis of alternatives with the
model, and the changes implemented in the system as a result of the analysis.
The Kentucky Cabinet for Health and Family Services’ main office in Louisville, Kentucky deals with hundredsof clients with various needs each day. The office provides food stamps, child care assistance, andfinancial support among other services. A simulation model of the intake process was developed andanalyzed in order to investigate various alternatives concerning process flow, staffing, and layout. Thesimulation model shows long wait times for clients coming into the system to receive benefits. Workingwith a state budget during variable economic times leaves no room for hiring new workers, so changesmust come from within. The flexibility of the simulation model allows for experiments on the system tobe created and observed. This paper describes the simulation model, the analysis of alternatives with themodel, and the changes implemented in the system as a result of the analysis.
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