Face to Face Waiver and Face to Face Waiver and Task ManagementTask Management

California Food Stamp SymposiumCalifornia Food Stamp Symposium

July 8, 2010July 8, 2010

Sandra Williams, Stanislaus CountySandra Williams, Stanislaus County

All Roads Lead to . . . All Roads Lead to . . . INCREASED CUSTOMER ACCESSINCREASED CUSTOMER ACCESSand BETTER CUSTOMER SERVICEand BETTER CUSTOMER SERVICE

Part 1: The Face-to-Face Waiver

Our F2F Waiver for Our F2F Waiver for RecertificationRecertification was was

implemented October 1, implemented October 1, 2008.2008. We immediately saw the following benefits:We immediately saw the following benefits:

Decreased volume of associated activity in our Decreased volume of associated activity in our Lobbies.Lobbies.

Reduced number of “Reschedules”Reduced number of “Reschedules”

Removed many barriers that previously Removed many barriers that previously prevented customers from attending their prevented customers from attending their recertification appointments.recertification appointments.

Increased Customer Satisfaction over NOT Increased Customer Satisfaction over NOT having to arrange for transportation and/or having to arrange for transportation and/or childcare to complete a face-to-face interview.childcare to complete a face-to-face interview.

In Preparation for In Preparation for implementation of implementation of the waiver at the waiver at Initial Initial ApplicationApplication we . . . we . . .

Provided staff with Training - “Telephone Provided staff with Training - “Telephone Interviewing …Tips for Successful Outcomes” ;Interviewing …Tips for Successful Outcomes” ;

Provided a Phone Head-Set for each Intake case Provided a Phone Head-Set for each Intake case manager – Encouraged “Ergonomic Awareness”;manager – Encouraged “Ergonomic Awareness”;

Established a 12 month deferral for the SFIS Established a 12 month deferral for the SFIS process. Customers are informed they must process. Customers are informed they must comply* with the SFIS requirement within 12 comply* with the SFIS requirement within 12 months of their application date. months of their application date. *If they don’t comply within 12 months, they must attend *If they don’t comply within 12 months, they must attend

a face-to-face interview at recertification a face-to-face interview at recertification andand comply comply with the SFIS requirement at that time.with the SFIS requirement at that time.

Our F2F Waiver for Our F2F Waiver for Initial Initial ApplicationApplication

was implemented June 1, was implemented June 1, 2010.2010. In this short amount of time, we have seen In this short amount of time, we have seen

the following benefits:the following benefits: Decreased volume of activity in our lobbiesDecreased volume of activity in our lobbies due due

to shorter wait-times for customers who opt for a Phone to shorter wait-times for customers who opt for a Phone Interview Appointment.Interview Appointment.

Currently we do not see Walk-In Customers “same day,” Currently we do not see Walk-In Customers “same day,” requiring customers to return to the facility another day – requiring customers to return to the facility another day – Phone appointments offered a solution for those Phone appointments offered a solution for those customers who had transportation or other customers who had transportation or other issuesissues with returning for their scheduled appointment. with returning for their scheduled appointment.

Enhanced C4 Yourself Application process, allowing Enhanced C4 Yourself Application process, allowing customers to customers to apply and be interviewed in the apply and be interviewed in the privacy of their own homesprivacy of their own homes. .

Now, Stanislaus County customers Now, Stanislaus County customers have have FOURFOUR “avenues” to choose “avenues” to choose

from when Submitting an from when Submitting an Application for the Food Stamp Application for the Food Stamp

Program:Program:1.1. Visit one of our 7 Outstations Visit one of our 7 Outstations

conveniently located throughout the conveniently located throughout the County;County;

2.2. Access the Web-based “C4 Yourself” Access the Web-based “C4 Yourself” application;application;

3.3. Use the “Self-Service Center” at our Use the “Self-Service Center” at our Main Facility Lobby;Main Facility Lobby;

4.4. Call in (or drop in) to schedule a Call in (or drop in) to schedule a Telephone Interview Telephone Interview

This Customer just This Customer just completed his Food Stamp completed his Food Stamp

Phone InterviewPhone Interview

. . . All Thanks to the . . . All Thanks to the Face-to-Face Waiver.Face-to-Face Waiver.

Moving From Moving From Case Case

ManagementManagement……

To To TASKTASK MANAGEMENTMANAGEMENT

Part Part 2:2:

BEFORE AFTERBEFORE AFTER 1 Case Manager 1 Case Manager

500 Cases 500 Cases

ALLALL Tasks Tasks

6 Units6 Units46 Case Managers 46 Case Managers

SixSix Tasks Tasks

#22,657 Families - 46 Case #22,657 Families - 46 Case ManagersManagers

Phone Units (English and Spanish):Phone Units (English and Spanish): VOIP – Modified Call CenterVOIP – Modified Call Center

All calls come in to All calls come in to OneOne Central Phone# Central Phone#

Callers are prompted through Phone Tree with Callers are prompted through Phone Tree with option to speak with a Family Services Specialist.option to speak with a Family Services Specialist.

Customers are NOT routed to Voice Mail during Customers are NOT routed to Voice Mail during business hours . . . They speak directly with a case business hours . . . They speak directly with a case manager who handles issue through to completion. manager who handles issue through to completion.

Benefit: Case Manager takes the time to “be present” Benefit: Case Manager takes the time to “be present” while serving the customer . . . One family at a time.while serving the customer . . . One family at a time.

(This is how we do it . . . )(This is how we do it . . . )

#22,657 Families - 46 Case #22,657 Families - 46 Case ManagersManagers

Task / Mail Distribution UnitsTask / Mail Distribution Units (English and (English and Spanish):Spanish):

Addresses Addresses allall correspondence, mail, faxes, and correspondence, mail, faxes, and e-mails from a variety of sources . . . Taking e-mails from a variety of sources . . . Taking action where neededaction where needed

Collections Department Collections Department Special Investigations Unit Special Investigations Unit MEDS CoordinatorMEDS Coordinator

Distribution Center for Time-sensitive TasksDistribution Center for Time-sensitive Tasks MEDS AlertsMEDS Alerts Return MailReturn Mail Age Listings – Deemed EligiblesAge Listings – Deemed Eligibles Negative Actions related to unresolved “Tasks”Negative Actions related to unresolved “Tasks”

Benefit: Information and Assignment Hub for entire Benefit: Information and Assignment Hub for entire “Benefit Center” . . . Keeps things moving and on “Benefit Center” . . . Keeps things moving and on time! time!

(This is how we do it . . . )(This is how we do it . . . )

Production Units (English and Spanish):Production Units (English and Spanish): QR7 & MSR Processing UnitQR7 & MSR Processing Unit

Utilizing C-IV “Productivity Reports”, each unit Utilizing C-IV “Productivity Reports”, each unit member is responsible for an equal amount of QR7s or member is responsible for an equal amount of QR7s or MSRs to process.MSRs to process.

Annual RV/RE Processing UnitAnnual RV/RE Processing Unit Medi-Cal (Mail-In) RVs are processed as they are Medi-Cal (Mail-In) RVs are processed as they are

received on a flow basis. received on a flow basis. Food Stamp REs are scheduled for Phone Interviews Food Stamp REs are scheduled for Phone Interviews

and completed as scheduled.and completed as scheduled.

Benefit: Focusing on one task provides Benefit: Focusing on one task provides consistency and quality of work for each of our consistency and quality of work for each of our customers and their cases.customers and their cases.

#22,657 Families - 46 Case #22,657 Families - 46 Case ManagersManagers

(This is how we do it . . . )(This is how we do it . . . )

Ownership of Caseload vs. Team ConceptOwnership of Caseload vs. Team Concept

Customer Relationships and Time Spent on each caseCustomer Relationships and Time Spent on each case Paperless System (The Good, The Bad, and The UGLY!)Paperless System (The Good, The Bad, and The UGLY!)

More Eyes to look at each case . . . Elevates the More Eyes to look at each case . . . Elevates the quality of workquality of work

““Evens the Playing Field”Evens the Playing Field”

No more Case Load ShiftsNo more Case Load Shifts

Vacation, Sick Leave, LOA . . . No problem!Vacation, Sick Leave, LOA . . . No problem! No Backlog to come back to No Backlog to come back to No Case Load to disperseNo Case Load to disperse

Fewer Customer Complaints . . . Fewer Customer Complaints . . .

Struggles & Overall Struggles & Overall Benefits . . .Benefits . . .

Your Worker is Never “Gone”

The EndThe End

(. . . Whew)(. . . Whew)