Welfare applicants awash in sea of paper 75-minute visit: no check but many forms BALTIMORE CITY

July 21, 1993|By Laura Lippman | Laura Lippman,Staff Writer

On a scorching July morning, the Westwood Center, a welfare office in West Baltimore, is standing-room-only soon after the doors open at 8 a.m. At least 50 people have appointments for ongoing cases and, by 11 a.m., 70 more will have taken numbers to open new cases.

Diane Batson, 22, is one of the lucky ones, one of the day's first clients. Recently separated from her husband, this mother of three needs money, food stamps and help with her landlord. And she needs it as soon as possible.

An hour and 15 minutes later, she leaves, almost 30 forms in her wake. She does not have a check or food stamps in hand, although she can expect emergency stamps within a few days. Her worker, Pam Pope, will try to get Ms. Batson some money from an eviction-prevention program. But first, she needs another 30 minutes to process all the paper created by Ms. Batson's case.

Even in the electronic age, paperwork rules Maryland's welfare system. Clients may get their benefits through automated teller machines, but they need to fill out paper applications before they get their cards. They also sign "responsibility" statements, verify past employment, indicate how much rent they pay and assign the agency the right to track down child support on their behalf.

Mandated by federal and state regulations, this staggering paper trail monitors entitlement programs that last year distributed almost $800 million in state and federal cash assistance.

But the paperwork also clogs and slows the process, a revelation to the once-middle-class people forced into welfare offices during the recent recession. If paperwork were cholesterol, Maryland's welfare system would be headed for a quadruple bypass. Maryland's special welfare commission and President Clinton's welfare reform task force are looking at how the crush of paper may hamper social service agencies.

"What we have now is a system that's very fragmented, where a lot of different agencies are involved, with different pieces of paper and different requirements," said Melissa Skolfield, a spokeswoman for the U.S. Department of Health and Human Services. "I think it is in everyone's interest -- the taxpayers' most of all -- to streamline all of that so we are not spending money unnecessarily, just on complexity."

But to date, reform actually has added paperwork to the process.

Since Maryland received permission to sanction those public assistance recipients who do not send their children to school or ensure they receive medical care, clients have to sign various forms agreeing to the experiment. The General Assembly also has added a nonmandatory community service program -- another sheet in triplicate to sign and return.

In Baltimore, where the Department of Social Services handles half of the state's approximately 80,000 welfare cases, the paperwork is so overwhelming that centers must close to clients every Wednesday for "paperwork" day. Workers like Ms. Pope, who oversee new cases, need a second day to meet strict federal deadlines.

"We can't be overdue, that's an error, on the Department of Human Resource's part, and the agency's part," said Ms. Pope, a woman with a soft voice and gentle manner.

An ambitious computer project eventually will allow workers to use less paper, but it is expected to take more time initially, as workers sit with the clients, entering information from a long application that clients now fill out alone.

A typical day

At the Westwood Center, North Avenue and Smallwood Street, the 60-person staff monitors more than 7,000 cases. On average, at least 1,600 clients will be seen each month, either for new cases or the mandatory six-month check-in. Still more clients will have emergency needs.

Ms. Batson's odyssey through the system began about 8 a.m., when she took a number at the door. While she waited, she filled out a 14-page application -- the new, improved form, written at a sixth-grade reading level. Only a few years ago, welfare applicants faced more than 20 pages, with a reading level appropriate for first-year college students. They needed a second form to apply for food stamps.

Even on the new form, the information requested is overwhelming in detail. Ms. Batson must list any assets or regular payments she receives, including stock dividends and "black lung" benefits. The questions about inheritances, trust funds, houses and other property never fail to amuse clients.

"They ask these ridiculous questions about boats and property and land," said Euphrasynia Andrews, a 23-year-old woman waiting for $10 in food stamps. "If we had land and property or a savings account, we wouldn't be here."

As Ms. Pope painstakingly led Ms. Batson through her interview, Ms. Andrews was one of several people in the crowded waiting room, waiting and fuming. As the morning wore on, the potential clients became increasingly frustrated by the long waits.

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