Case Study: Washington, D.C.'s Department of Health Care Finance streamlines caseworker training and support with Salesforce Service Cloud

Washington D.C.’s Department of Health Care Finance is a trailblazer, reinventing caseworker training and support

Washington D.C.’s Department of Health Care Finance (DHCF), the District’s Medicaid agency and gateway to health and human services, needed to move from siloed program systems to an integrated eligibility platform (DCAS). That shift meant retraining and supporting a growing workforce so caseworkers could use new technology to serve more residents efficiently and deliver a consistent, intuitive customer experience without sacrificing employee support.

DHCF launched MyDCAS, a Salesforce Service Cloud–based portal combining a searchable knowledge base (guides, videos, FAQs with ratings), self-service ticketing, integrated content from Drupal and a learning portal, plus escalation paths for help. Within a month help desk calls dropped, staff accessed up-to-date information faster, and built-in analytics revealed training gaps so DHCF could target learning — positioning the agency to scale support from about 900 to roughly 4,000 users while improving service delivery.

Department of Health Care Finance

Paul Hunt

Organizational Change Management Lead