# USDR Benefits Resource Hub

## USDR Benefits Resource Hub

- [U.S. Digital Response SNAP Payment Accuracy Playbook](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/u.s.-digital-response-snap-payment-accuracy-playbook.md)
- [Section 1: Where should states focus first?](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-1-where-should-states-focus-first.md)
- [How can states start analyzing their data?](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-1-where-should-states-focus-first/how-can-states-start-analyzing-their-data.md)
- [How to measure if changes are working](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-1-where-should-states-focus-first/how-to-measure-if-changes-are-working.md)
- [Section 2: What can states do now?](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-2-what-can-states-do-now.md)
- [Surface potential issues tied to client updates](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-2-what-can-states-do-now/surface-potential-issues-tied-to-client-updates.md)
- [Improve usability of eligibility system](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-2-what-can-states-do-now/improve-usability-of-eligibility-system.md)
- [Double check cases before final determination](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-2-what-can-states-do-now/double-check-cases-before-final-determination.md)
- [Create more feedback loops between teams](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-2-what-can-states-do-now/create-more-feedback-loops-between-teams.md)
- [Communicate with clients in plain language](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-2-what-can-states-do-now/communicate-with-clients-in-plain-language.md)
- [Section 3: How can you run a similar state project?](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-3-how-can-you-run-a-similar-state-project.md)
- [Set the stage](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-3-how-can-you-run-a-similar-state-project/set-the-stage.md)
- [Logistics](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-3-how-can-you-run-a-similar-state-project/logistics.md)
- [Templates and resources](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-3-how-can-you-run-a-similar-state-project/templates-and-resources.md): Find templates to perform user research, request data, and best practices for AI on this page.
- [Where states stand now](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-3-how-can-you-run-a-similar-state-project/where-states-stand-now.md)
- [Let's learn together](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-3-how-can-you-run-a-similar-state-project/lets-learn-together.md)
- [Section 4: Get in touch](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/section-4-get-in-touch.md): USDR is sharing this playbook as we are still researching with states. We will be updating it over time. We welcome feedback and suggestions on it.
- [Resource: SNAP Data by State](https://usdr.gitbook.io/benefits-resource-hub/snap-payment-accuracy-playbook/resource-snap-data-by-state.md): Explore and compare state-by-state data on eligibility processing, payment accuracy, and policy options.
- [Medicaid Vendors by State](https://usdr.gitbook.io/benefits-resource-hub/medicaid-resources/medicaid-vendors-by-state.md)
- [USDR Language Access Support](https://usdr.gitbook.io/benefits-resource-hub/language-access/usdr-language-access-support.md)
- [AI Translation Assistants for Public Benefits](https://usdr.gitbook.io/benefits-resource-hub/language-access/ai-translation-assistants-for-public-benefits.md): Learn how to use generative AI to quickly create translations that are accurate, easy to understand, and tailored to your state. No coding or technical expertise required.
- [Spanish Translation Guide for Benefits Programs](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs.md): Last updated: September 30, 2025
- [Using This Guide](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/using-this-guide.md)
- [Writing Inclusive Spanish](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/writing-inclusive-spanish.md)
- [Writing Plain Spanish](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/writing-plain-spanish.md)
- [Guidance For Word Choice](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/writing-plain-spanish/guidance-for-word-choice.md)
- [Guidance For Sentence Structure](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/writing-plain-spanish/guidance-for-sentence-structure.md)
- [Spanish Grammar Conventions](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/writing-plain-spanish/spanish-grammar-conventions.md)
- [Designing Reader-Friendly Content for Spanish Speakers](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/designing-reader-friendly-content-for-spanish-speakers.md)
- [Final Notes](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/final-notes.md)
- [USDR Language Access Support](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/usdr-language-access-support.md)
- [Spanish Translation Guide Changelog](https://usdr.gitbook.io/benefits-resource-hub/language-access/spanish-translation-guide-for-benefits-programs/spanish-translation-guide-changelog.md)
- [Request a Workshop: Expanding Language Access with Generative AI](https://usdr.gitbook.io/benefits-resource-hub/language-access/ai-translation-workshop.md): Achieve clearer, faster, cost-effective multilingual communication with practical AI tools
- [Plain Spanish Dataset for Unemployment Insurance](https://usdr.gitbook.io/benefits-resource-hub/translation-datasets-prompts-and-evaluation-rubrics/plain-spanish-dataset-for-unemployment-insurance.md)
- [Plain Spanish-Haitian Creole Dataset for Temporary Disability and Family Leave Insurance (TDI/FLI)](https://usdr.gitbook.io/benefits-resource-hub/translation-datasets-prompts-and-evaluation-rubrics/plain-spanish-haitian-creole-dataset-for-temporary-disability-and-family-leave-insurance-tdi-fli.md)
- [Plain Spanish Dataset for SNAP Benefits](https://usdr.gitbook.io/benefits-resource-hub/translation-datasets-prompts-and-evaluation-rubrics/plain-spanish-dataset-for-snap-benefits.md)
- [More language access resources](https://usdr.gitbook.io/benefits-resource-hub/more-language-access-resources.md)
- [Multilingual Retroactive PUA Eligibility Resources for State Workforce Agencies](https://usdr.gitbook.io/benefits-resource-hub/more-language-access-resources/multilingual-retroactive-pua-eligibility-resources-for-state-workforce-agencies.md): Claimant communication, fact-finding content, and form design, created and tested in English and Spanish
- [(English) Retroactive PUA – Claimant Communications](https://usdr.gitbook.io/benefits-resource-hub/more-language-access-resources/multilingual-retroactive-pua-eligibility-resources-for-state-workforce-agencies/english-retroactive-pua-claimant-communications.md): Outreach content that can be used for both digital and paper notifications to help claimants understand why they are being contacted and designed to mitigate for the perception of fraud/spam.
- [(English) Retroactive PUA – Fact-finding content](https://usdr.gitbook.io/benefits-resource-hub/more-language-access-resources/multilingual-retroactive-pua-eligibility-resources-for-state-workforce-agencies/english-retroactive-pua-fact-finding-content.md): Form intro content plus all 19 eligibility questions, each accompanied by legally compliant helper text optimized to increase readability, comprehension, and accuracy of responses.
- [(Spanish) Retroactive PUA – Fact-finding content](https://usdr.gitbook.io/benefits-resource-hub/more-language-access-resources/multilingual-retroactive-pua-eligibility-resources-for-state-workforce-agencies/spanish-retroactive-pua-fact-finding-content.md): Form intro content plus all 19 eligibility questions, each accompanied by legally compliant helper text optimized to increase readability, comprehension, and accuracy of responses.
- [Retroactive PUA – Fact-finding form design](https://usdr.gitbook.io/benefits-resource-hub/more-language-access-resources/multilingual-retroactive-pua-eligibility-resources-for-state-workforce-agencies/retroactive-pua-fact-finding-form-design.md): Created for states using the FAST UI platform and tested for usability, these prototypes can be used as a blueprint for any state, regardless of platform or vendor.
- [(Spanish) Retroactive PUA – Claimant Communications](https://usdr.gitbook.io/benefits-resource-hub/more-language-access-resources/multilingual-retroactive-pua-eligibility-resources-for-state-workforce-agencies/spanish-retroactive-pua-claimant-communications.md): Outreach content that can be used for both digital and paper notifications to help claimants understand why they are being contacted and designed to mitigate for the perception of fraud/spam.
- [Unemployment Insurance Fraud Reporting Tool Kit](https://usdr.gitbook.io/benefits-resource-hub/ui-fraud-reporting/unemployment-insurance-fraud-reporting-tool-kit.md): User research + design kit in for improving the UI fraud reporting experience, available in English and Spanish
- [Identity proofing introduction](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison.md): Prepared by Alyssa Levitz and the Unemployment Insurance Modernization team at US Digital Response, including Waldo Jaquith and Michael Smedberg. Last updated: May 4, 2021
- [Race and inequity in identity proofing methods](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/race-and-inequity-in-identity-proofing-methods.md): By Alyssa Levitz. Last updated: Feb. 8, 2021
- [Background](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/race-and-inequity-in-identity-proofing-methods/background.md)
- [Recommendation 1: Find and mitigate inequitable impact of identity fraud detection flags](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/race-and-inequity-in-identity-proofing-methods/recommendation-1-find-and-mitigate-inequitable-impact-of-identity-fraud-detection-flags.md)
- [Recommendation 2: Increase accountability for ensuring rightful claimants make it through the system](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/race-and-inequity-in-identity-proofing-methods/recommendation-2-increase-accountability-for-ensuring-rightful-claimants-make-it-through-the-system.md)
- [References and thanks](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/race-and-inequity-in-identity-proofing-methods/references-and-thanks.md)
- [What is identity proofing?](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/what-is-identity-proofing.md)
- [Commercial uses of identity proofing](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/commercial-uses-of-identity-proofing.md)
- [Process of identity proofing](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/process-of-identity-proofing.md)
- [Identity resolution](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/process-of-identity-proofing/identity-resolution.md)
- [Identity validation](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/process-of-identity-proofing/identity-validation.md)
- [Identity verification](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/process-of-identity-proofing/identity-verification.md)
- [User experience of identity proofing](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/user-experience-of-identity-proofing.md)
- [Identity proofing vendor comparison](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison-1.md)
- [Vendor analysis](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison-1/vendor-analysis-1.md)
- [Summary of vendor offerings](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison-1/summary-of-vendor-offerings.md)
- [Deep dive: pricing](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison-1/deep-dive-pricing.md)
- [Deep dive: platform “bundling”](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison-1/deep-dive-platform-bundling.md)
- [Deep dive: handling Social Security numbers](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison-1/deep-dive-handling-social-security-numbers.md)
- [Deep dive: document verification](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison-1/deep-dive-document-verification.md)
- [What’s next?](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/identity-proofing-vendor-comparison-1/whats-next.md)
- [Appendix I: Vendor evaluation of key considerations](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/appendix-i-vendor-evaluation-of-key-considerations.md)
- [Appendix II: Vendor Evaluation of Supplemental Considerations](https://usdr.gitbook.io/benefits-resource-hub/identity-proofing-vendor-comparison/appendix-ii-vendor-evaluation-of-supplemental-considerations.md)
- [Introduction](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/master.md)
- [What we're reading](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/master/what-were-reading.md): A non-comprehensive list of the articles, reports, and publications that have been useful in developing our understanding of UI systems in the United States. Originally compiled by Alyssa Levitz.
- [Language Access Resources](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/master/what-were-reading/language-access-resources.md): A running list of language access resources on the web
- [Tracking implemented solutions](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/master/what-were-reading/tracking-implemented-solutions.md): Originally compiled by Alyssa Levitz with help from Waldo Jaquith
- [Effective Communication with UI Claimants Through a Standalone Case Management System](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/effective-communication-with-ui-claimants-through-a-standalone-case-management-system.md): An e-adjudication case study
- [Sample Communications](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/sample-communications.md)
- [Customer support mechanisms for UI agencies](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies.md): By Alyssa Levitz
- [Improved UX reduces inequity](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/improved-ux-reduces-inequity.md): By Alyssa Levitz
- [Online appointment scheduling](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling.md): By Alyssa Levitz. Updated: Jan. 25, 2021 to note CT and KY have added this functionality
- [Agency’s current solution](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/agencys-current-solution.md)
- [Other states’ solutions](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/other-states-solutions.md)
- [Solution space](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/solution-space.md)
- [Deep dive: vendor “types”](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/deep-dive-vendor-types.md)
- [Deep dive: pricing](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/deep-dive-pricing.md)
- [Recommendations by category](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/online-appointment-scheduling/recommendations-by-category.md)
- [Chatbots](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting.md): By Alyssa Levitz. Updated: Dec. 22, 2020
- [Methodology](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/methodology.md)
- [Types of online chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/types-of-online-chat.md)
- [Live chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/live-chat.md)
- [Free-text chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/free-text-chat.md)
- [Prompted chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/prompted-chat.md)
- [Support chat](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/support-chat.md)
- [Requirements](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/requirements.md)
- [Best practices](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/best-practices.md)
- [Known results](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/customer-support-mechanisms-for-ui-agencies/customer-support-online-chatting/known-results.md)
- [Employer Interactions with Unemployment Insurance Systems](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui.md): How workforce agencies can make smart investments in digitizing employers’ experiences. Policy Memo from USDR, compiled by Alyssa Levitz based on research with Alissa Rubin and Emily Alter, June 2021
- [Landscape of the Employer Experience: User Interviews](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/landscape-of-the-employer-experience-user-interviews.md): Lead User Researcher: Alissa Rubin
- [Methodology](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/landscape-of-the-employer-experience-user-interviews/methodology.md)
- [Key Takeaways](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/landscape-of-the-employer-experience-user-interviews/key-takeaways.md)
- [Employer Experience: Digital Interactions](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/opportunities-of-the-digital-ui-agency-employer-interactions-user-interviews.md)
- [Methodology & Note on Language](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/opportunities-of-the-digital-ui-agency-employer-interactions-user-interviews/methodology-and-note-on-language.md)
- [Key Takeaways](https://usdr.gitbook.io/benefits-resource-hub/additional-deep-dives/employer-experience-with-ui/opportunities-of-the-digital-ui-agency-employer-interactions-user-interviews/key-takeaways.md)
- [Introduction](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/introduction.md)
- [The Journey Map](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/introduction/the-journey-map.md)
- [Methods & Acknowledgements](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/introduction/methods-and-acknowledgements.md)
- [The Claimant Journey](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-claimant-journey.md)
- [Know what I'm eligible for](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-claimant-journey/know-what-im-eligible-for.md)
- [Submit my information](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-claimant-journey/submit-my-information.md)
- [Certify Weekly](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-claimant-journey/certify-weekly.md)
- [Receive Payment](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-claimant-journey/receive-payment.md)
- [Know my claim status](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-claimant-journey/know-my-claim-status.md)
- [Receive Help](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-claimant-journey/receive-help.md)
- [The Agency Journey](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-agency-journey.md): Updated March 14, 2021
- [Validate Identity](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-agency-journey/validate-identity.md)
- [Validate Monetary Eligibility](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-agency-journey/validate-monetary-eligibility.md)
- [Interacting with Employers](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-agency-journey/interacting-with-employers.md): In progress
- [Fact Finding](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-agency-journey/fact-finding.md): In progress
- [Update systems for new programs](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-agency-journey/update-systems-for-new-programs.md)
- [Relationship with US DOL](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-agency-journey/relationship-with-us-dol.md)
- [The Employer Journey](https://usdr.gitbook.io/benefits-resource-hub/ui-journey-map/the-employer-journey.md): Coming Soon
- [Getting started with data](https://usdr.gitbook.io/benefits-resource-hub/getting-started-with-data.md): Questions to guide your initial conversations on identifying your data needs – how data relates to your program goals, what data to collect, how to collect and store it, and data maintenance.