Social Services

Technology changes social services;
Web sites give recipients more options

April 13, 2004

DES MOINES, Iowa -- In an age where groceries can be purchased over the Internet, it's no wonder that social service agencies have gone digital.

Take a look at the Iowa Department of Human Services Web site. The page gives visitors resources for more information on issues dealing with child or dependant adult abuse.

An upbeat Flash movie welcomes visitors to Lutheran Services of Iowa's Web site. Filled with pictures of recipients, the Web page gives people a chance to see the good LSI does.

But some people believe the Web sites could offer more.

Linda Rieck, an Iowa DHS employee, said the DHS Web site had little to offer the average visitor. The department is in the process of redesigning the site, based on information gained from other states' Web sites.

"You know, any questions regarding the current Web site can be pretty much answered by just saying the current Web site is not very helpful," Rieck said. "DHS is currently in the process of looking at redesigning our current site."

DHS is an umbrella organization for about 20 other Iowa state-funded service agencies. Each year the departments submit a report of what happened in the past year, and the information can be found on the DHS Web site.

Rieck said she believes the Web site offers people answers to simple questions or directs visitors to the appropriate office, but does not give visitors instant communication like other state's Department of Human Service sites.

If DHS visitors are looking for reports, the Web site is the place to visit. But Rieck said it would be easier and more helpful for visitors to call the office if they need assistance since only the basic general information is listed on the page.

One plus to the DHS site that it gives visitors information on how and when to report abuse.

Rieck said the Web site serves as a secondary resource tool for those people who are wondering whether or not they qualify for DHS services.

Lutheran Services of Iowa has used its Web site as a frontline for reaching those in need since August 2003.

"We consider our Web page an integral part of our marketing," said Jamie Stumbo, an LSI communications associate. "We include our Web site address on all materials--brochures, letterheads and business cards."

Stumbo said the site also serves as an updating service for stakeholders.

"Besides marketing, our site keeps our stakeholders informed of agency news, program locations, board members and employment opportunities," Stumbo said.

Created through the integration of Bremwood Lutheran Services and Lutheran Social Service of Iowa, LSI is the state's largest social service provider. With offices throughout the state, LSI is affiliated with Lutheran Services in America and the three Iowa Synods of the Evangelical Lutheran Church in America.

LSI offers visitors options on what types of services are offered as well as locations of offices. At the Des Moines LSI branch alone, 10 different services offered are varying from adoption to refugee cooperative services and senior citizen companionship to lessons for homeless parents.

Jennifer Gibson, refugee service coordinator at LSI, works with refugees and volunteers on a daily basis. The cooperative service provides a plethora of services, Gibson said, many of which can be accessed or learned about through their Web site.

Gibson said Lutheran services help new Iowans locate an apartment, enroll children in school and find employment for adults. With the help of native speakers, refugees are able to obtain Social Security cards, food stamps and Medicaid.

Access to food stamps and Medicaid is generally a hot topic, Gibson said. Many Americans feel that refugees take jobs and money from people who rightfully deserve it. Gibson said she assures people that refugees are on Medicaid and food stamps for no more than eight months.

"We hook them up with food stamps and Medicaid right away," Gibson said. "But as they get jobs and make more money, the amount they get in food stamps is lessened and by the end of eight months they are taken off Medicaid."

Employment opportunities both at LSI and in the community are posted on the LSI Web site. Gibson said having access to job listings not only makes it easier to place refugees in jobs that offer health benefits, but also for them to find jobs in fields where they have experience.

"A lot of refugees work in meat packing plants," Gibson said. "But we do have some refugees who work in hospitals or on college campuses. They may not be acting as doctors or professors, but at least they are in the environment they were accustomed to."

Stumbo said there are few downsides to having an agency Web site.

"People can log on to our page and know what our organization stands for as soon as it loads," Stumbo said. "They can read about our mission, vision, values and commitments. Our site provides another channel for people for people to learn about our agency."

There is one disadvantage, Stumbo said. Many of the people who use services like LSI do not have Internet access. While the site is not crucial to obtaining services, Stumbo said it has created a degree of ease when communicating to the recipients.

"People without the Internet aren't able to learn more about our organization with such ease," Stumbo said. "It's so easy to say 'Just go to our Web site, and it's on there.' But we have to remember that some people don't have the access."

In situations where the Internet isn't easily accessible, Stumbo said the agency thinks of other ways to keep Iowans informed. She said the agency generally does direct mailings or makes phone calls to tell the community what is going on.

Social service agency Web sites aren't just for those people who need the services offered. Stumbo said the LSI site was created to keep all Iowans informed on what is going on in the state, as well as giving them opportunities to volunteer.

"LSI offers statewide volunteer opportunities," Stumbo said. "In Ames, Boone and Marshalltown, community members take part in our volunteer foster grandparent program. In Waverly, we have a lady who volunteers her time to shred confidential documents."

Volunteer oppurtunities are different in each of the 25 statewide offices. Stumbo said people interested in volunteering should call their local LSI office and inquire about what oppurtunities are available to them. Community members also have a chance to participate in a statewide ambassador program, a position that allows the person to go to community events and be an advocate of a cause he or she deems worthy.

While Stumbo said she is unsure of the exact number of people who have visited the site in the past year, she said LSI has noticed more people requesting services than in years past.

"From what we've heard, most users visit our site for news, employment and to find programs in certain locations," Stumbo said. "At this point, we're not able to tell how many people have visited our site. In the future, we want to subscribe to an online tracking service that will tell us how many visitors and how long they stay at each page."