Kaula Carr’s job in Arizona disappeared in March when the restaurant where she worked laid off staff members in response to the coronavirus crisis.

She and her young daughter are eligible for public assistance, ranging from food stamps to Medicaid, to help soften the blow. But after Ms. Carr spent hours filling out forms and uploading dozens of documents, the online system crashed. “I want to cry,” she texted her aunt. “They make it impossible to actually get assistance.”

Ms. Carr is one of millions of Americans discovering the gap between the promise of public programs and the reality of their design, which makes it hard to get help. The short-term result will be unmet needs, a stymied economic recovery and profound frustration. The long-term result should be a reconfiguration of how we administer the safety net in the United States.

We have previously documented administrative burdens in government programs, and it is all too apparent to us that a crisis response built on the existing system will fall short. The $2.2 trillion CARES Act relies on state unemployment systems that were immediately overloaded, leaving many people spending hours on hold or online only to face disconnected calls or crashing websites.