Modernizing Human Services: How EVA Is Helping County Agencies Prepare for What’s Next

Across the country, human services agencies are facing a pivotal moment. With rising demand, outdated systems, and new federal legislation on the horizon—including the anticipated changes from HR1—leaders are rethinking how services are delivered, staffed, and sustained. 

At TipCo Automated Systems, we’ve partnered with county agencies to help them meet this moment with EVA, our AI-powered assistant designed specifically for human services. EVA is a workforce companion that helps staff by answering the high volume of phone calls, completing forms, and answering caseworker questions.  

Rethinking Service Delivery 

Traditional service models rely heavily on phone banks, paper forms, and siloed systems. But today, residents expect faster, clearer, and more accessible support. Increasingly, agencies need to rethink service delivery and what that means for their agency operations, staff members, and the community members they serve. 

“Rethinking service delivery means embracing tools that help us be more responsive, more inclusive, and more human,” said Debbie-Ann Anderson, NACHSA President and Director of Union County Department of Human Services in New Jersey. “We’re not just transforming how we work—we’re transforming how people experience help. We have to stop designing systems around what’s easiest for us and start designing them around what’s most effective for the people we serve.” 

This rethinking of service delivery has been a guiding principle for the TipCo team when developing EVA’s capabilities. EVA helps agencies shift from reactive to proactive service delivery—offering 24/7 support, real-time translation, and centralized access to forms, policies, and workflows. Staff can focus on complex cases while EVA handles routine inquiries and guides residents through eligibility steps. 

Preparing for HR1 

As HR1 introduces new expectations around efficiency, transparency, and access, counties need tools that can scale and adapt. EVA helps agencies meet these demands by streamlining operations, reducing administrative burden, and improving consistency across programs. For public assistance, SNAP, child support, and many other county government agencies, EVA supports staff with up-to-date guidance and residents with clear pathways to services.  

Now, more than ever, agencies must work to modernize operations to meet the challenges of the upcoming changes to funding and program rules. Forward-thinking agencies are introducing new technology to their teams to get ahead of the changes, updating agency operations before they go into effect, and helping them to be proactive and agile to continue to meet new requirements.  

Examining EVA’s Impact 

In just two years, EVA has supported thousands of resident interactions, reduced calls requiring staff interaction by up to 40 percent, and helped staff interpret thousands of policy bulletins and updated processes with confidence. Counties using EVA report faster onboarding, improved staff morale, and better outcomes for the communities they serve.  

“With EVA helping to answer calls, it frees up our staff to do in-person work and process documents, impacting staff morale and residents’ access to necessary services,” shared Daphne Reeves, Assistant Director, Public Assistance at Clermont County Job & Family Services (JFS) in Ohio. Since implementing EVA in public assistance, Clermont County JFS has seen a 30 percent reduction in the number of calls agency staff handle daily, freeing them up to focus on other work. 

Since implementing EVA R&R and EVA Phone in New York’s Greene County Department of Social Services (DSS), their case statistics markedly improved. Their public assistance numbers went from 52 percent timeliness up to 84 percent and 19 percent late cases down to 5 percent. SNAP cases increased from 55 percent timely cases to 85 percent, and late cases decreased from 24 percent to 0 percent. Kira Pospesel, Greene County DSS’s Commissioner, was able to return her agency’s social welfare examiners to their desks to process the cases piling up—work through the backlog—and has stopped the need to buy overtime.  

“Currently, EVA Phone is handling 28 percent of our incoming calls,” stated Sarah Merrick, Commissioner at Onondaga County Department of Social Services—Economic Security (DSS-ES). “That represents weeks of time saved for staff. EVA Interview is reading SNAP Rights and Responsibilities to applicants and clients, again saving weeks in work time. As EVA is expanded to all aspects of the department, AI will save months of time, allowing employees to focus on the more complicated/complex aspects of their jobs.”  

These are just a few of the notable impacts EVA has had on the agencies working with TipCo. We’re helping them to modernize their agency’s service delivery by embracing AI to enhance their operations and staff capabilities. We’re continuing to improve EVA to meet the dynamic landscape in front of county agencies, helping them to reach and assist those in need of support across their communities.