6/8/20 - A Message to Providers from Secretary Hou: Reinvent IDHS, Restore Illinois

Monday, June 8, 2020

Dear Stakeholders,

The COVID-19 crisis has forced IDHS to think even more about the people we serve and how we can better serve them. The programs and services we provide are valued and necessary to Illinois' social safety net, with more than one in four people in Illinois relying on us for help each day. As we work through the COVID-19 pandemic and the reopening of the State, we must evolve to meet the needs of Illinois residents and use the lessons we have learned throughout this crisis to shape our future.

In the coming weeks, we will launch Reinvent IDHS, Restore Illinois, a framework that aligns with Governor Pritzker's Restore Illinois plan to reopen the state. This framework will share our new approach to the work we do to better serve our customers, support our staff, and connect with our providers.

Here's how we'll get started:

  • For the people we serve: We want to provide the flexibility to tailor services to the unique needs of our three million clients, patients, and residents across Illinois. Whether services are delivered in-person, online/by phone, or a combination of the two, we will improve the standard of service and make it easier for everyone to get the help they need.
  • For our staff: We will take this opportunity to design improvements in our operations.
  • For our providers: We will prioritize safe working conditions, being more responsive to client, patient, and resident needs, and stretching every dollar to meet growing caseloads.

This is the beginning of this process and this plan will evolve and grow over time, but our goal will remain the same: to provide the best services possible to the people of Illinois.


Grace B. Hou

Secretary, IDHS