Project Overview
The Texas Health and Human Services Commission, Family Health Services (HHSC-FHS) contracted with the Texas Institute for Child & Family Wellbeing (TXICFW) to explore how families receive FHS services.
Project Purpose & Design
As established by the Texas State Legislature, HHSC-FHS must define the current system of support for at-risk families. As a part of this work, HHSC-FHS sought answers to the following questions:
- What is the client (family) experience when interacting with the Family Health Services system?
- How do families move through the Family Health Services system of supports?
- How do Family Health Services programs within the system overlap and interact?
TXICFW interviewed a small sample of families to collect this information. In addition, TXICFW visualized families’ FHS service touch points, actions, and emotions using journey mapping, a human-centered design tool. The information was then synthesized into a final report. The report provided insight into the current strengths and areas of improvement in the family health services system. Additionally, the report included recommendations on how to continue engaging families in FHS system design.
Project Staff
Beth Gerlach, Ph.D., LCSW, Associate DirectorPrincipal Investigator