KHGI-TV/KWNB-TV/KHGI-CD-Grand Island, Kearney, HastingsHHS System Leaves Seniors Frustrated

HHS System Leaves Seniors Frustrated

By Steve White swhite@nebraska.tv

In steed of streamlining government, some lawmakers say a new system creates confusion and anxiety and could put the most vulnerable Nebraskans at risk. 

Those receiving benefits have to go online or wait on hold through an automated phone system. Many say that makes it especially tough for seniors to navigate.

"They're just a number on a computer screen," Daisy Sperling said.

The seniors at the Grand Generation Center aren't just a number to Sperling. She works at the center, overseeing various programs. She worries seniors on state benefits are falling through the cracks. 

"They've taken the human out of human services," she said.

Many blame something called Access Nebraska which was meant to streamline the system but instead created confusion, with a web site and automated phone system.

Sperling said, "It's difficult to access. If you're computer savvy it's fine. If you can in, the wait times are really long. It's very hard for the elderly."

AARP shares those concerns. Advocacy Director Mark Intermill said, "Access Nebraska has been very difficult to navigate for people who don't have computers or some sort of communication challenge."

Health and Human Services officials say a call center recently opened in Lexington. It is their fourth and final call center. They say it has already cut time spent on hold. But Senator Annette Dubas wants HHS to provide services in-person.

She said, "By not having a case worker, by not having someone who is familiar who you deal with every time you call in there's just continued inefficiencies."

While the afternoon coffee and cake crowd swaps stories at the senior center, Daisy Sperling says the senior center loses money when those receiving in-home meals, housekeeping, and adult day care don't keep up with Access Nebraska. Worse yet, she fears some give up. 

"It's heartbreaking," she said.

She agrees with Sen. Dubas on the solution. "Bring back case workers," she said.

Officials from HHS say they've cut the time people wait on hold but admit they've fallen short and need to improve.