Colorado’s troubled technology system has again caused significant disruptions, particularly affecting Jefferson County, where approximately one-third fewer applications for food assistance and other aid were processed last week. This resulted in delays in support for around 200 individuals.
The issue extends beyond Jefferson County, impacting Colorado’s 11 largest counties, which miss out on assisting about 850 families for every 30 minutes the malfunctioning Colorado Benefits Management System (CBMS) remains down. From April to December, the system was inoperative for a total of 73 hours, affecting 124,000 families, as reported by Colorado Counties Inc.
The malfunctions have left some families without essential food assistance for a month or longer. Jefferson County, in particular, has been inundated with food assistance applications over the past year. It recorded the lowest percentage of new applications for the Supplemental Nutrition Assistance Program (SNAP) processed on time in the state, at just 46% last month.
Colorado is currently under a federal corrective action plan due to its poor food assistance processing times, ranking in the bottom five states nationally. Ideally, households should receive assistance within 30 days of applying, or within seven days for expedited cases. Unfortunately, Colorado lags behind, performing worse than states such as Kansas, Florida, and New York.
The reasons for these delays include a surge in applications since the pandemic and an insufficient workforce to manage the growing demand. The state’s Department of Human Services is trying to alleviate the backlog, but the outdated CBMS continues to pose significant challenges.
Launched in 2004, the CBMS consists of over 30 vendors and maintains data for approximately 1.25 millionColoradans on various programs, including Medicaid and food assistance. When malfunctions occur, responsibility for repairs typically falls on the vendor responsible for the specific part of the system that has failed.
Despite a reduction in malfunction hours—from 317 in 2022 to 138 in 2023—system outages are already being recorded at 20 hours this year, compared to 18 in 2022. Currently, there are two years’ worth of overdue fixes and updates for the CBMS, including 35 related to SNAP.
While Colorado’s statewide average for processing new food assistance applications has increased to 88% this year, up from about 75% last year, many counties still struggle with timely processing. Some counties, like San Juan and Costilla, have reported processing rates far below the standard.
In Jefferson County, efforts are in place to manage the backlog, with employees now working eight hours of overtime monthly. As of now, they have reduced the number of backlogged applications significantly, although they remain the lowest in the state for renewals.
To address staffing issues, Adams County has offered raises ranging from $6,000 to $10,000 to eligibility specialists, along with mental health services, succeeding in stabilizing their staffing rates. Similarly, El Paso County has improved processing times by streamlining their operations, including automated data entry.
Overall, Colorado’s county-run food assistance program reveals significant disparities across its 64 counties, emphasizing the importance of access to nutritious food for all residents. State officials acknowledge continuous efforts are needed to improve service delivery and maintain benefits for families in need.