Government Technology recognizes 2024 Oregon Summer EBT for best practices

The Oregon Department of Human Services (ODHS) was recognized in a national Government Technology Case Study for its excellence in the use of smart technology in rolling out the Summer EBT program. As a result, more than 362,000 children were able to get more food during summer 2024.

About Summer EBT

Thousands of children in Oregon rely on free or reduced-price school meals. But what happens in the summer months when these meals are gone? This is called the summer hunger gap. To address this gap, the federal government last year rolled out a new program to provide food to school-aged children during the summer months.

Oregon was one of 35 states to pick up on the federal Summer Electronic Benefits Transfer (EBT) program, which provided a total of $120 in nutrition benefits for each eligible child when school is out.

Summer EBT qualification is based on income. For families to qualify, the household income needs to be under 185 percent of the federal poverty level.

“The majority of the people we served are working. It could be part time or they’re just starting off - they are bringing in income but it’s just not enough. The Summer EBT helps supplement their food budget for their children,” Singer said.

A tight timeline

It was go-time for ODHS in early 2024. There was only 16 weeks to set up a new program, bring in community partners, identify and reach out to eligible families, create communication plans and products, and establish the innovative technology needed to accomplish this task. ODHS is the lead agency and administers this program in partnership with the Oregon Department of Education (ODE).

“It was a very short amount of time to build an entire system. The challenge was to quickly build a system to deliver quality services not only for this year but next year also,” Nate Singer, ODHS Oregon Eligibility Partnership (OEP) Director, said. OEP is responsible for determining eligibility for people applying for benefits and processing applications to deliver those benefits.

Goal setting

Initial estimates in 2024 projected that Oregon would provide Summer EBT to at least 294,000 children.

“The one thing I wanted for the project was to exceed that expectation because that would mean we would be providing more services for families and we could increase our outreach for all the of the services ODHS offers,” said Christine Doody, Self-Sufficiency Programs Policy Business Manager and Program Manager for Summer EBT.

The expectation was exceeded about 68,000, meaning more than 362,000 children were able to get food benefits last summer.

Innovation in action

To identify eligible children, OEP used data from ODHS and ODE. Most children who received the benefit were “automatically eligible” because they receive other benefits. These families didn’t need to apply, and the benefit was automatically added to their Oregon EBT card.

Other families needed to apply. ODHS brought in contractors Amazon Web Services and Deloitte Consulting to help with the technology and planning to make applying easy.

“We tried to make it simple as possible. People could apply with a paper application or online. The online application could be done on a mobile phone. If someone had questions about whether they needed to apply or needed help to apply, they could call the Summer EBT Call Center to talk to someone. The call wait time was below five minutes. People could hear right then, on the phone, they would get their benefits if they applied. It took minutes,” Singer said.

The Oregon Summer EBT Call Center included an Interactive Voice Response system offering self-service options for supported languages: English, Spanish, Russian, Vietnamese, Somali, Mandarin, Cantonese, Arabic, Ukrainian, and Chuukese. For other languages, or for other assistance, the calls could be routed to help.

“This gave families the ability to take control of their case. They could use voice activation to say, ‘I want text messages’ from us, or they could change their demographic information or ask for a new card. The family could do that on their own,” Doody said.

This population of customers – families with children in school – are used to getting texts and email from their schools, so they were already familiar with getting information this way. In fact, 99 percent of families that needed to apply chose to use the online application rather than a paper application. Those that used the online caption reported a 96 percent satisfaction rating.

Communications and community engagement

There was also communications and community engagement support, as well as an effective feedback loop. A workgroup with community representatives, such as the Oregon Food Bank and Partners for a Hunger Free Oregon, was in place. The community partners advised on all communication products such as news releases, the application design and social media kits.

“We worked together to get the information as far out to communities as we could. We were also able to get good data from the Call Center to let us know how we were doing. We had a strong feedback loop that we responded to quickly,” Christy Sinatra, ODHS Senior Communications Advisor, said.

For example, people asked if children in charter, private schools, or home schools could be included in Summer EBT. The answer was, yes, if they are found to be eligible. It was also important to communicate to people that the Summer EBT benefits expired after 122 days – so it was important to use them before then.

“We are trying to increase equity and access. There’s not just one approach. We pushed many communications and engagement levers - technology, in-person outreach, digital communications, community partnerships, media exposure. All those things working together to make the program successful and making sure every eligible kid gets this,” Sinatra said.

“The Oregon Summer EBT program demonstrated the strength of cross-agency collaboration and intentional program design. Staff were equipped with thoughtful tools and invited to shape how the program would operate, ensuring that those on the ground had a voice in critical decisions. That partnership—from planning to implementation—meant that families and children not only received meaningful support but also felt seen, heard, and cared for. The feedback from the community speaks volumes about the impact of that collective effort,” Singer said.

“The project was just overwhelmingly amazing. I just hope that people read this and apply for this summer,” Doody said.

2025 Summer EBT began May 22

The 2025 Summer EBT launched Thursday, May 22, 2025. Applications will be accepted through Wednesday, September 3, 2025.

ODHS will be running the whole program this summer – setting a goal of serving 375,000 children.

“We will be doing additional outreach, based on data and staff feedback, and providing new ways to engage with people such as going out to more schools and community events,” Doody said.

The program is set to: expand tactics to better reach people and communities that data showed were underserved; help schools connect families to Summer EBT; and increase strategic partnerships that serve priority audiences.

Resources:

Learn more about Summer EBT including how to apply for this benefit for your children: https://www.oregon.gov/odhs/food/pages/sebt.aspx.

Double Up Food Bucks Oregon: Visit https://doubleuporegon.org/ to learn how to double your SNAP and Summer EBT dollars at farmer’s markets, produce stands, community supported agriculture programs and grocery stores.