Cutting Support Costs: How Helen AI from GetSetUp Empowers Older Adults to Navigate Government Benefits

For many older adults, a quick phone call to a social worker or government agency is a preferred way to solve an immediate concern—be it navigating SNAP (food assistance), MSP (Medicare Savings Program), or LIHEAP (energy bill support). However, these phone calls often come at a high cost, ranging anywhere from $15 to $60 per call, putting a strain on already tight budgets for agencies like Area Agencies on Aging (AAA) and community service organizations.

By integrating Helen, GetSetUp’s AI assistant, into our peer-led classes and online resources, we offer a scalable, cost-effective solution that can handle many routine inquiries before they ever reach a live support line. This approach not only lowers the cost of support but also ensures older adults receive prompt, personalized guidance—paving the way for a smoother handoff to social workers or government agencies when advanced assistance is truly needed.

Why This Matters: Balancing Service Quality and Limited Budgets

• High Call Costs: With each call costing up to $60, even modest call volumes can drive operational expenses up for social service organizations.
• Increasing Demand: More older adults are seeking financial, nutritional, and healthcare support, especially in challenging economic times.
• Staff Constraints: Social workers and AAA staff have finite hours. If routine questions clog phone lines, clients with complex needs may face delays.
• AI as a First Touchpoint: Helen addresses many basic inquiries and clarifications, so by the time an older adult speaks with a social worker, they’re more prepared and the conversation is more efficient.

1. SNAP: Minimizing Wait Times & Reducing Repetition

Scenario: A senior joins a GetSetUp nutrition class to learn about meal planning. Midway through, Helen nudges them with a simple question: “Would you like to learn about SNAP, which can help you afford groceries?”

• User Engagement: Intrigued, the participant starts a conversation with Helen, asking about eligibility criteria, application steps, and local enrollment events.
• Outcome: By the time they’re ready for the final enrollment step, Helen’s already answered basic questions, reducing the length of a potential phone call to an AAA or social worker. The user transitions seamlessly to a live counselor for final verification.

Result: Shorter overall support times and a confident, well-informed applicant—benefiting both the older adult and the social service team.

2. MSP (Medicare Savings Program): Ensuring Only Complex Cases Reach Workers

Scenario: After attending a financial literacy class on Medicare basics, a participant chats with Helen about saving on Medicare Part B premiums. Helen guides them through basic MSP requirements (e.g., income thresholds, asset limits) and clarifies the documentation needed.

• User Benefit: The older adult learns they may qualify for MSP and gathers the necessary paperwork.
• Agency Savings: Rather than placing multiple calls to confirm eligibility details, the member arrives at AAA fully prepared to finalize their application. This significantly reduces the time a social worker spends explaining the same information.

Result: By the time they speak with a staff member, the conversation focuses on approval and next steps, not repeated background details.

3. LIHEAP (Low-Income Home Energy Assistance Program): Handling Seasonal Surges

Scenario: As cooler weather approaches, a senior logs into a GetSetUp home and safety session. Helen detects potential interest in LIHEAP and suggests a conversation about assistance with heating bills.

• Proactive Engagement: Helen outlines how LIHEAP works, shares an estimate of monthly bill reductions, and directs the user to an online pre-screening tool.
• Reduced Calls: Many participants can handle these initial steps on their own, which is crucial during winter months when AAA phone lines get swamped.
• Streamlined Handoffs: If a user needs more help, Helen refers them to a local energy assistance office. Staff there spend less time on orientation and more on processing approvals.

Result: Fewer inbound calls with routine questions, letting agencies handle complex cases more efficiently.

4. General Information & Follow-Up

Scenario: An older adult has multiple concerns—maybe they need help with both SNAP and energy assistance. They find it daunting to figure out who to call first.

• Helen’s Solution: Through a single chat session, Helen can provide context on both programs, share eligibility guidelines, and recommend specific next steps.
• Less Stress for the Member: They leave with a clear understanding of what to do and no longer feel the need to call two or three different offices for clarifications.
• Lower Cost for Partners: Each inquiry Helen handles frees up social worker time and reduces the overall cost of user support.

Impact on Budgets and Efficiency

• Reduced Phone Volume: Even a small drop in calls yields significant savings when each call can cost up to $60.
• More Targeted Assistance: Social workers can focus on complex or urgent cases, using their expertise where it’s needed most.
• Scalable Approach: AI doesn’t require additional staff hours or training time for repeated inquiries, making it ideal for agencies with flat or shrinking budgets.

A Seamless Handoff to Live Assistance

One critical factor in our approach is ensuring that AI doesn’t replace human support—it enhances it. When a user interacts with Helen, the assistant gathers relevant details (like documented income, existing benefits, or location info). Only after clarifying these basics does Helen offer to connect the user to a local AAA or senior center for final enrollment.

This means that by the time a phone call or in-person visit happens, the older adult:

• Already understands key program requirements.
• Feels confident in their eligibility status.
• Has a shorter list of clarifying questions.

End result: Agencies spend fewer resources on routine explanations and have more bandwidth to deliver high-quality, personalized support.

As demand for social services grows and budgets tighten, tools like Helen can alleviate the pressure on frontline workers and call centers—particularly for older adults who appreciate in-depth help but often make costly, time-intensive calls. By seamlessly integrating Helen into GetSetUp’s peer-led classes, we provide a trusted, user-friendly channel for discovering critical benefits like SNAP, MSP, and LIHEAP.

This model helps older adults become more informed, while ensuring agencies can direct their finite human resources to the most urgent or complex issues. The net effect is a win-win: lower support costs for partners, more personalized education for seniors, and a streamlined path to benefits that can make a meaningful difference in an older adult’s quality of life.

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