Empowering Efficiency: A Conversation with Commissioner Jesica Prievo on Using AI to Assist Clients and Staff

TipCo Automated Systems is proud to partner with a group of visionary leaders in the health and human services (HHS) sector, particularly focusing on women who are spearheading change in their communities. These leaders recognize the pressing challenges faced by their county departments, including critical worker shortages and increasing demand for programs like the Supplemental Nutrition Assistance Program (SNAP). Moreover, they identify the need for more efficient and supportive technology to address these issues effectively. 

Among these distinguished leaders stands Commissioner Jesica Prievo, a forward-thinking advocate for incorporating technology into the daily workflow for staff at Madison County Department of Social Services (DSS). With the help of AI, she’s working toward making the agency more efficient and better assisting clients.  

Interview with Commissioner Jesica Prievo 

Join us as we talk with Commissioner Prievo about the current state of Madison County DSS and her vision for bringing technology into the agency, helping to keep up with the times for new employees and providing efficient service to the community they serve.  

What inspired you to pursue a career in social services, and what motivated you to take on leadership roles within your county? 

I pursued a career in social services because I wanted to work in a field where I felt like I made a difference in the lives of others. Motivated by my life experiences, I was especially drawn to efforts in protecting children and supporting families to become self-sufficient and healthy. If I can make a difference in the lives of only one child or family, then it is a career and life’s work that I will be proud of. After more than 20 years in child welfare at the agency, I was motivated to take on a leadership role as Commissioner because I had incredible encouragement and support from coworkers and county leadership. Madison County is doing remarkable work every day and is known for exemplary support from management, so of course I wanted to be a bigger part of the management team. I have a vision for a new path forward outside the historical “norm” in social services, and this leadership role provided a great opportunity for me to impact my agency and the community. I continue to be excited about all the possibilities to efficiently and effectively assist clients and support staff.  

What strategies have you employed to address challenges such as staffing shortages, budget constraints, or unexpected crises like the COVID-19 pandemic? 

  I think that the most impactful strategy I have embraced is implementing flexibility in work environments. It is intended to take care of the staff doing the hard work so that they can better serve the clients they are working with. I encourage staff to think outside the box to find unique solutions to challenges. I believe that by affording staff with increased flexibility in doing their jobs, it better prepares them to weather the many unknown challenges they might face.  

With your extensive experience in the field, what do you consider to be the most pressing issue facing social services today, and how do you propose addressing it?  

The thing about issues facing social services is that there are so many layers to them that it is nearly impossible to narrow down or identify just one. The system is so interwoven that any issue can spiral into many more, including safety, education, housing, and food insecurity are just the tip of the iceberg. This is compounded by agency staffing shortages, burn out, funding deficits, and political undertones. From my specific perspective, I passionately believe that one of the pressing issues that doesn’t get the attention it needs is the lack of services supporting youth and young adults to become productive members of society. Today’s youth are the future and that is where investments should be made, supporting their growth and development with the hope of breaking generational cycles.  

In what ways do you believe technology and innovation can further enhance the effectiveness and efficiency of social services delivery in your county?  

Giving social services workers additional tools to use will result in better outcomes for clients. If technology can help to streamline and simplify administrative burdens, then the delivery of services can get back to focusing on empathy and connecting with clients in need.    

As you are one of the first leaders in the health and human services (HHS) realm to embrace AI, what made you decide this was a solution for your agency and community?   

I listened to my staff. In considering their extensive experience and expertise in the field and collectively communicating our hopes and expectations, we felt that this was a new and exciting way to simplify and streamline administrative burdens to enable more time for engagement with clients. Embracing change is a good thing, and evolving with society, deciding that this was the right path to explore for our agency, was a team decision. We acknowledge that there are multiple generations represented in our staff and clients, and we believe that investing in AI is a way to engage, educate, and level the playing field among all generations. This decision was made as a team. 

What specific challenges or opportunities within the realm of HHS prompted you to consider integrating AI?  

The social services landscape is constantly changing and evolving. The challenges center around increased mandates, often unfunded, and governmental oversight. The administrative burdens continue to exponentially grow, which results in less time available to connect and engage with people. The mandated paperwork and screen time to do the job is outpacing the face-to-face interaction time with humans needing assistance. I love an outside the box approach, and AI solutions seem perfectly designed to address those challenges.   

What legacy do you hope to leave behind in terms of your impact on the community and the social services sector?  

I hope my legacy is recognized as setting an expectation that kindness and empathy should always be at the core of our interactions with those that we serve. I want Madison County Social Services to be known for serving clients in a quick and efficient way while being open to new and exciting options. I hope there are children and families who will remember the conversations we’ve had and the support offered to them in a genuine and respectful way. I also hope my coworkers recall times when we successfully worked as a team and partnered during challenging times for a greater good. Ultimately, I want everyone who interacts with our agency to feel respected and heard. 

Conclusion 

As we conclude our time with Commissioner Jesica Prievo, it’s clear that her bold leadership and innovative thinking to overcome agency challenges has positioned Madison County DSS to spend more quality time with community members and ease the administrative burden for agency staff.