Communicate with clients in plain language

Estimated impact versus effort

Low impact to PER

Admin effort

Tech effort

Worker burden

Client burden

Medium effort

Low effort

No burden

This intervention would reduce burden.

Challenges

Notices sent to clients can be confusing and difficult to understand, unless they are written in plain language. Confusing notices can result in client-caused and agency-caused payment errors if these forms aren’t returned or filled out correctly.

"Most of our forms are too wordy… It would be better if it was short and sweet… [The change reporting] form could be worded better. It’s really wordy and too long."
Caseworker

Plays

Re-design notices to be more accessible and in plain language.

Clearer language can help prevent client-caused errors, save time, and reduce burden. For example, rewrite these types of content: Requests for Information (RFIs), change reporting requests, periodic reporting requests, and redetermination forms.

Use USDR’s SNAP plain language glossary and LLM prompts to generate plain and Spanish-language versions of forms (refer to example below).
Use plain language best practices. For example, define terms and acronyms, break up dense paragraphs, use lists to make text easier, and use the words and phrases that your clients use.
Tell clients that reporting changes helps to avoid errors and potential re-payments (if overpaid).