Challenge: In Nebraska, a significant number of qualified mental health professionals were ready to serve communities in need, but government-related licensing delays were preventing them from getting to work. The root of the problem lay in an inefficient occupational licensing system where critical bottlenecks and outdated workflows slowed progress. Licensing experts, whose time should have been focused on evaluating applications, were instead tied up handling routine administrative tasks. Meanwhile, incomplete applications made their way into the review pipeline, compounding the delay and misusing valuable expertise. As a result, capable providers remained stuck in limbo, unable to offer care, while the state faced a growing demand for mental health services that went unmet.
Results: The team implemented a focused, strategic transformation that delivered impactful results:
- Faster Licensing Decisions: Though specific quantitative outcomes aren’t detailed in the transcript, the implication is that licensing throughput and turnaround times significantly improved as a result of these operational changes.
- Workflow Reorganization:The licensing process was overhauled so that Support Staff were tasked with ensuring applications were complete and Licensing Specialists only reviewed applications that were fully ready, maximizing their effectiveness.
- Efficient Use of Resources: With limited expert reviewers, the team protected its time by front-loading application preparation. This allowed experts to concentrate solely on decision-making.
- Stakeholder Satisfaction: Both board members and applicants noted improved experiences and reduced delays.
