Process Innovation Associate, Technology & Policy
Shug Pierce (they/them) is a Project Associate on the Process Innovation team at the American Public Human Services Association (APHSA). In this role they focus on improving the delivery of human services and connected supports, exploring process innovation in public benefits, and co-creating strategies for advancing more customer-centered program administration. They achieve this by supporting special projects in the Process Innovation portfolio and liaising with affinity groups of human services agency leaders and staff.
Prior to joining APHSA, Shug spent 7 years at Benefits Data Trust working in several direct service and administrative roles. In those roles, Shug acted as a subject matter expert on eligibility rules and application/enrollment processes for various federal, state, and local public benefits to support the implementation of projects and initiatives. As part of this work, they also collaborated with partner nonprofits, community-based organizations, and government agencies to assess and respond to their organizational and procedural needs.