Ryan Lauko Email and Phone Number

Oversee the design, management, and implementation of Connective’s Public Benefits Hub Pilot, while also playing a pivotal role in the program’s business development, fundraising, budget management, personnel management, and high-level stakeholder relationship management.

Reported directly to the Chief Operating Officer. Drove and delivered on the organization’s program deliverables and oversaw high-value projects that improved the organization’s overall operation. Lead teams charged with delivering on the organization’s core impact goals and OKRs. Supervised diverse team of leaders, including Outreach Analytics Manager, Senior Program Design Manager, Implementations Managers, and Senior Healthcare Innovation Manager.● Doubled organizational impact over four years to achieve 370K benefit enrollments worth acumulative $2.3B through cross-departmental implementations.● Oversaw state government, healthcare, and philanthropic contracts and grants worth $8.4M.● Demonstrated strong leadership and change management skills during organizationalrestructuring process.

Lead a team charged with managing project timelines and goals, building requirements for digital products, and developing consumer-facing outreach plans that leverage behavioral research. Designed dashboards to analyze and optimize outreach strategies, including but not limited to SMS, chatbots, and traditional mail. Worked closely with internal departments such as Product, Data and Technology, Policy, Contact Center, and others to align partner needs with internal timelines and capacity.● Drove continuous improvement by aligning resources with desired outcomes and empoweringindividuals and their teams to solve problems and improve internal processes.● Consistently achieved highest staff satisfaction and engagement ratings of all departments.● Contributed to creation of BDT’s Data Sharing Playbook, a step-by-step guide to conductingimpactful work through data sharing.

Prepared comprehensive program design plans and process maps integrating requirements of government partners and internal stakeholders, including the Contact Center, Data and Technology, and Policy departments. Oversaw the Program Design Coordinators conducting public benefits landscape research, documenting program procedures, eligibility rules, creating user stories and other specifications for developing proprietary CRM.● Launched city-wide texting campaign, in partnership with the Robin Hood foundation and New York City Human Resources Administration, leveraging data sharing, analytics, and behavioral scienceinformed SMS to help 10K households retain SNAP (food stamps) benefits worth $14M.● Negotiated cross-agency data sharing agreements with WIC and SNAP offices in Colorado,Montana, Massachusetts and Virginia, to conduct SMS outreach to SNAP participants adjunctivelyeligible for but not enrolled in WIC.● Launched “Wyatt” Natural Language Processing chatbot, in partnership with The College Board, that helps high school seniors navigate FAFSA applications. Assisted 18K students gain student aid worth projected $28M in one year.●Launched Benefits Launch Express, a website that screens users for 18 public benefits and guides them through applying on their own, finding a local community based organization that assists with benefit applications, or reaching a contact center for full application assistance.

Supervised Quality and Information Coordinators and Training Coordinators performance to ensure thehighest level of training and support for the Contact Center department and their ongoing professionaldevelopment. Synthesized qualitative and quantitative data to develop innovative strategies to improve contact center efficiency while providing excellent customer service.● Created and revised all internal quality standards, monitoring forms, and QA dashboards.● Collaborated with Policy and Software Development teams to design and implementPennsylvania Fast Track Medicaid enrollment process to enroll over 37,000 people into Medicaid withgreatly reduced state administrative burden. Process adopted by the state the following year.

Supervised 6 Contact Center Supervisors who oversaw 54 Benefits Outreach Specialists (contact centeragents). Collaborated with Data and Technology departments to make improvements to proprietary CRM used for screening and applying low-income people for public benefits. Interviewed and hired all levels of contact center staff.

Oversaw creation of and updates to standard operating procedures for all contact center activities. Managed the quality control process for all contact center work, identified and communicated trends to supervisors, and highlighted training needs. Worked with the analytics team and Director of Contact Center Operations to ensure that performance dashboards supported the needs and goals of the contact center.

Supervised Benefits Outreach Specialists and conducted individual bi-weekly performance reviews. Used call monitoring and data driven dashboards to identify areas for professional growth.

Used exceptional customer service skills to screen and apply older adults and low-come households for public benefits over the phone.

• Work one on one with High School and Middle School students to develop their writing, critical thinking, and reading skills• Help students develop confidence and strong work habits to improve their overall GPA• Prepare students for SAT, SSAT, and TOEFL examinations

• Editing projects before publication• Teaching local artists and professionals how to use digital equipment and Adobe Photoshop

• Significantly increased overall performance of associates by through sales coaching and training• Developed new sales strategies to increase productivity• Maintained excellent working relationships with customers to ensure regular business

• Edited papers and counseled fellow students on their academic writing