Eligibility Determination in 2026 and Beyond

Eligibility determination systems are under unprecedented pressure. Fragmented data sources, outdated identity verification (IDV) methods and manual processes create gaps that drive improper payments, long wait times and frustration for both administrators and applicants. At the same time, agencies must meet rising expectations for program integrity, equity and customer experience—often with limited resources and increasing oversight.

This webinar will explore how agencies can modernize eligibility operations without increasing the burden for staff or constituents. Using a compliance-oriented, tech-enabled framework—“The 3 Layers of Eligibility Integrity”—we will examine practical strategies to close data gaps, strengthen identity and income verification, reduce improper payments and improve call center outcomes, all while preserving access and trust.

Attendees will learn:

• Where and why modern eligibility systems break down (data gaps, legacy IDV and process silos)
• How to reduce improper payments without increasing applicant or staff burden
• A practical framework for aligning compliance, technology and equity goals
• Ways to improve call center performance and frontline staff effectiveness
• Key considerations for preparing eligibility programs for 2026 and beyond