Falling Between the Cracks Falling Between the Cracks Design Department

their local FSSA offices and develop relationships with caseworkers there.

"We have caseworkers in all of our county offices today. We haven't closed a one," Roob said.

Rose said the solution might not be that simple. He said he has a client in Indiana with severe nerve damage in her ears who visited an office when the phone option didn't work. The office was staffed with just two busy workers. It might be hard to develop a caseworker relationship in that environment, he said.

Roob pointed out that the FSSA has a few special divisions that disabled citizens could call for help instead of the agency's main line -- either the FSSA's Division of Disability and Rehabilitative Services or the Division of Mental Health and Addiction, depending on the particular disability.

Roob wasn't sure if the FSSA's automated system enables caseworkers to refer disabled citizens to these programs.

Andy Opsahl  | 

Andy Opsahl is a former writer and features editor for Government Technology magazine.