The Office of Customer Experience (OCX) at USDA is being recognized for introducing the USDA CARES initiative to enhance support for community-based partners working with underserved and economically distressed communities. This initiative aligns with Section 1006 of the American Rescue Plan and underscores USDA's commitment to equitable access to its programs and services. Launched in August 2023, USDA CARES is the culmination of over 130 hours of research, including interviews with experienced cooperator organizations and USDA subject matter experts, as well as analysis of past equity recommendations and feedback from listening sessions.

 

The research revealed significant challenges faced by community-based organizations in navigating USDA resources, understanding eligibility requirements, and accessing support. In response, OCX developed three key resources: a training module and informational video that clarify USDA’s mission and services, a Partner Portal providing centralized access to relevant USDA information, and a Key Programs Catalog that organizes popular USDA services in a way that meets the specific needs of underserved communities.

 

These resources were created in collaboration with ARPTAI cooperators and USDA staff to ensure they address real needs effectively. The benefits of USDA CARES are substantial. The Partner Portal offers a user-friendly, centralized website that makes it easier for organizations to navigate USDA services and access relevant information. The Key Programs Catalog simplifies the process of finding and using USDA programs by organizing information based on community needs rather than USDA’s internal structure. Additionally, the informational video enhances public understanding of USDA’s services and highlights the diversity of its staff and partners, improving transparency and trust.

 

Overall, USDA CARES aims to streamline access to USDA resources, reduce barriers for community-based organizations, and ensure equitable support for underserved communities, making USDA services more accessible and effective.