ANTICIPATING CASEWORK
Almost all casework comes back in some way to agencies’ digital infrastructure: how constituents interact with websites and forms, how cases and files are created and handed between business units, and notices or payments are received or issued. But for casework teams, these can sometimes be some of the most opaque and frustrating elements of understanding agency processes.
In this series, former digital staff from casework agencies will join us to answer your questions on how agencies’ digital infrastructure is built, managed, and modernized, how they anticipate any challenges showing up in caseworker inboxes this year, and tips for caseworkers on effective inquiries. For each event, they will be joined by nonpartisan civil society representatives who can help contextualize what agency changes mean on the ground.
ABOUT THIS TRAINING
Disaster casework is one of the most intense and difficult types of constituent service, but also one of the most impactful — and one that should be part of every office’s training and planning, whether you live in a traditional “disaster” area or not.
In this nonpartisan webinar, we will discuss the current landscape of proposed and implemented changes to FEMA and other federal disaster agencies, equipping caseworkers with the knowledge they need to navigate the evolving system of federal disaster aid and effectively assist constituents in the future.
SPEAKER
Chris Fromann was a presidential appointee serving as the FEMA Administrator's principal technology, customer experience (CX), and delivery advisor. He advocated for and built an in-house, cross-functional digital service team from scratch to transform how the agency interacts with the public, helped select a new CIO and CTO, co-authored the agency CX Strategy and oversaw its implementation, and helped shape the agency's data strategy and policy.
Before FEMA, he was the senior engineering manager at Lyft leading the Mapping Experience team ("MapXP") in building an entirely new navigation and mapping experience for Lyft's riders and drivers ("LyftNav") to control the end-to-end user experience and reduce costs by ~$60 million per year. He led LyftNav to scale from 0 to 3 million rides and from 0 to 21 of Lyft's top 30 regions.
Prior to Lyft, he was Group VP of Technology at 605, leading their engineering and product teams in development of media planning and analysis software. From 2015 to 2017, Chris served as a Digital Service Expert and software engineer at the White House with the US Digital Service (USDS), focusing primarily on improving the systems used for trade and immigration. He was also a cofounder and VP of Engineering for Analytics Media Group (AMG), an ad-tech startup that was later acquired by 605, and led the development of AMG’s media optimization platform.
MODERATOR
Anne Meeker is Deputy Director of POPVOX Foundation, and a former House caseworker. She was a founding member of the POPVOX Foundation team as Director of Special Initiatives. She previously served as Director of Constituent Services for Congressman Seth Moulton, where she worked to use data and technology to deliver smarter casework services to residents of the MA06. Anne holds a bachelor's degree in Anthropology from the University of Oxford (St. Hugh's College), and an MSc in History from the London School of Economics. She is also a proud Clevelander, and will take any opportunity to talk up the Rust Belt.