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Cabarrus County, NC streamlines applications for ERAP funding with chatbot and Laserfiche forms

Cabarrus County, NC Laserfiche Forms Chatbot ERAP Funding

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County officials pursued a method for filtering applicants for $6.5 million in Emergency Rental Assistance Program (ERAP) funds. A Laserfiche form gathered applicant information as required by the federal program. Cabarrus County integrated the form with a chatbot that asked additional questions to determine eligibility. This process directed ERAP-ineligible residents to other resources, decreased processing times for eligible applicants, and freed employee time for other tasks.

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Cabarrus County, NC

County in North Carolina

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United States

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Cabarrus County, North Carolina, Innovates with Chatbots and Laserfiche to Deliver on ERAP Funding - Enterprise Content Management (ECM) | Laserfiche

Cabarrus County used Laserfiche to collect and process hundreds of applications, quickly getting financial relief to people who needed it.

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Chatbot for Emergency Rental Assistance Program, Cabarrus County, N.C. - StateScoop

Responses by Deborah Brannan, area county manager of strategy and innovation. How has your chatbot improved operations? We started out using a chatbot to do a pre-qualification for Emergency Rental Assistance funding. It asks the minimum qualifications to determine whether the applicant makes less than 80% of the area median income and to make sure that they have been affected by COVID and that has done a great job. We had probably over 1,000 submissions that were pretty much disqualified by the chatbot and that was important because we found that getting the applications in wasn’t the problem. Eligibility verification by social workers was a little bit of a bottleneck. So keeping those 1,000 applications out of the queue has really helped make sure that those who actually qualified are processed faster. What have you learned about your residents through this project? Instead of being faced with this humongous form […]

Proyecto realizado con éxito

Cabarrus County processed 500 ERAP applications in the system's first two months.

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