Universal Caseload (UCL) Action Plan

Background

Universal Caseload (UCL), or task-based case processing, is a different way of handling public assistance cases. Rather than assigning each case to an individual caseworker, UCL allows a pool of caseworkers to process cases in a shared team environment. 

This means a contact center receives client phone calls and sends them to a caseworker located in the same geographic area as the resident. This approach provides several benefits:

• Faster and more reliable service: Any caseworker in the county or specific office location, will be able to assist clients who need assistance by phone or in person. Clients no long need to leave a voicemail or wait for a specific caseworker to handle their case processing.
• Greater efficiency: When work is shared, caseworker capacity can be prioritized based on the current level of their clients’ needs. On feedback surveys, clients report quicker resolutions to their questions or concerns in UCL offices vs. non-UCL offices.
• More visibility: The shared system allows supervisors to observe client experiences, timely case actions and caseworker interactions more easily.

In Michigan, UCL began with a pilot in February 2018 and rolled out to 50 counties by October 2018. Following an adjustment period to make further improvements, a second pilot was launched in Berrien County in 2020 with great success.

Since 2022, groups of three to five offices have completed a six-month rollout process to prepare for and begin using UCL. It is anticipated that all Michigan offices will process casework through UCL by March 2026.

UCL Counties

As of April 2024, the offices operating in a Universal Caseload Capacity are: