FacultyFaculty/Author Profile
Rebecca R. Kirchheimer

Rebecca R. Kirchheimer

Human Resources Administration
Director, Business Process Innovation Projects
New York, NY, USA

Rebecca Kirchheimer is the Director of Business Process Innovation Projects for the New York City Human Resources Administration (HRA). As Director, she is responsible for carrying out Benefits Re-engineering, a modernization initiative bringing 21st century technology and business process change to expand access to benefits for the nearly 1.7 million New Yorkers receiving the Supplemental Nutrition Assistance Program (SNAP) and Cash Assistance (CA).

With the Office of Business Process Innovation (BPI), Rebecca builds client-driven service channels so that city residents can go online, use a mobile phone, or access a call center to apply for benefits. With BPI, she led the expansion of ACCESS NYC in April 2015 launching a redesigned online application for SNAP used by 30,000 clients per month and an online recertification for SNAP used by 5,000 clients per month. In November 2015, Rebecca helped launch HRA’s first mobile app giving clients the power to upload eligibility documents from a mobile phone or tablet. In January 2016, she helped open a call center for on-demand eligibility interviews, offering 7,000 SNAP clients the ability to complete a benefits eligibility interview at their convenience. This will expand by 70,000 SNAP clients per month in 2017.

Parallel to these efforts, Rebecca designs system innovations to increase the efficiency of HRA’s workforce of over 3,000 SNAP and CA eligibility workers. These innovations include a redesigned case management system, a work tracking system to transform case work to a task-based citywide workload distribution system, as well as the creation of centralized task-based units for document processing, interviewing, and eligibility determination citywide.

Prior to her work for the City of New York, Rebecca coordinated a workforce development and community-based benefits enrollment program for a large social services agency.

Before joining the social services field, Rebecca worked in international development on technical assistance projects such as participatory budgeting and community-run water systems governance with local organizations in Peru and Bolivia on behalf of the San Francisco-based Foundation for Sustainable Development (FSD).

Rebecca is a native New Yorker, and graduate of Wesleyan University and New York University – Robert F. Wagner School of Public Service where she received a Masters of Public Administration.


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