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North CarolinaDepartment ofHealth & Human Services
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NC FASTLeadership Summit
UpdateApril 22-23, 2013
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Agenda Project Update Project Schedule Spotlight Topics:
Conversion Update Feedback from County Testing Participants Training Update System Administration Approach County Readiness Update
Questions and Answers
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North CarolinaDepartment ofHealth & Human Services
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Project Update
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P1 Update
All counties have been fully converted to process FNS cases in NC FAST Many counties are still working through the case conversion process Supported 724,971 issuances for active FNS and SNAP cases in March,
representing approximately $700M in FNS benefits issued since go-live Received over 21,400 Help Desk tickets for NC FAST production from
counties since go-live of which over 20,900 have been responded to and closed
Of the outstanding tickets, 127 are awaiting customer feedback, 90 are awaiting a defect resolution, and 303 are in an Open status.
Working to address open ticket backlog NC FAST continues to provide On-Site Support (OSS) to assist counties
through the transition Working to consolidate NC FAST Help Desk operations at the NC FAST
project site
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P2&6 Overview
Detailed Design is complete System development is well underway and is targeted to be completed in
April Testing team has identified 5,335 scripts that must be executed prior to
P2&6 pilot launch Have worked 1,865 scripts - at a lower defect rate than P1 21 county staff are participating in testing activities User Acceptance Testing (UAT) will take place in May-June and will involve
the testing of end-to-end scenarios to confirm the system can accurately process cases
UAT will include time for unstructured testing Exploring the possibility of having a satellite UAT testing location in
Catawba County
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ePASS Update
ePASS electronic submission for FNS applications is now available Each county should subscribe appropriate workers to the following two work
queues: Online Application Received Withdrawal Request Created
NC FAST will query county work queue assignments for these two queues to confirm users have been assigned to watch for online application submissions
Citizens will need an NCID to submit ePASS applications and will be able to register for an NCID as part of the ePASS application process
Digital “signature” for an ePASS application will consist of: NCID entry Typing full name Selecting a check box associated with an attest statement
Public-facing communication materials will be made available to support local PR about ePASS availability; no state-level PR is planned
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ePASS Home Page
Supports application submission now; will eventually support recertifications,
changes, and notifications to citizen
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ePASS Log-in Page
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Current Applications Page
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Select Application Page
Supports electronic submission of FNS application; Medicaid apps must still be mailed/faxed/dropped-off
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ePASS UpdateApplicant Details Page
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ePASS UpdateApplicant Details Page (cont’d)
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ePASS UpdateApplicant Details Page (cont’d)
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ePASS UpdateApplicant Details Page (cont’d)
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ePASS UpdateElectronic Application Submission
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Current Applications Page
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ePASS UpdateApplication Withdrawal
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Document Management Update
Attaching images available at Project 2 and 6 pilot Images will be able to be attached in the following places:
Person and Prospect person Application Integrated case Product delivery case Evidence/verification screens
Any type of file will be able to be attached Guidelines will be issued that will address:
1. Which documents should be scanned 2. Where images should be attached3. Recommended image resolutions
Integration with county document management solutions will be provided Design guidelines will be issued in May/June A webinar will be conducted that will review the interface design No date has been established for when the interface will be available
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Application
Application
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Person
Person and Prospect Person
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Integrated Case
Integrated Case
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Product Delivery Case
Product Delivery Case
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Evidence Verification Item
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Project 7 Update
Participating in ongoing Centers for Medicare and Medicaid Services (CMS) webinars and calls
Conducting joint application design (JAD) meetings Reviewing detailed designs Coordinating with federal partners:
Incorporation of MAGI rules into system design Test planning
Continuing preparations to initiate development of P7 functionality once designs are approved
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Project 3 Update
Scope: Child Care, LiEAP, CIP With deferral of Project 4 (Child Protection), Project 3 is being moved up Expected initiation of Project 3 is fall of 2013
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North CarolinaDepartment ofHealth & Human Services
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Project Schedule
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Implementation CalendarSun Mon Tues Weds Thurs Fri Sat
2 3 4 5 6 7 8
9 10 11 12 13 14 15
16 17 – Pilot Go-Live and First Soft Launch
18 19 20 21 22
23 24 25 26 27 28 29
June
Wave 1 – Primary Pilot Training
Wave 1 – Primary Pilot Training
Wave 1 - Pilot Training Recovery
Final Prep for Pilot Training Delivery
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2828
Implementation CalendarSun Mon Tues Weds Thurs Fri Sat
30 1 2 3 4 – State Holiday
July 4th
5 6
7 8 9 10 11 12 13
14 15 16 17 18 19 20
21 22 23 24 25 26 27
28 29 30 31 1 2 3
July
Wave 1 - Training Delivery
Wave 1 - Training Delivery
Wave 1 - Train-the-Trainer
Wave 1 - Pilot Training Recovery
Wave 1 - Pilot Training Recovery
Wave 1 - Train-the-Trainer
2
2929
Implementation CalendarSun Mon Tues Weds Thurs Fri Sat
4 5 – Second soft launch
6 7 8 9 10
11 12 13 14 15 16 17
18 19 – Third soft launch
20 21 22 23 24
25 26 27 28 29 30 31
Aug
ust
Wave 1 - Training Delivery
Wave 1 - Training Delivery
Wave 1 - Training Delivery
Wave 1 - Training Delivery
Wave 2 – Primary Pilot Training
Wave 2 – Primary Pilot Training
3
3030
Implementation CalendarSun Mon Tues Weds Thurs Fri Sat
1 2 – State Holiday
Labor Day
3 4 5 6 7
8 9 – Pilot Hard Launch and Fourth Soft Launch
10 11 12 13 14
15 16 17 18 19 20 21
22 23 24 25 26 27 28
Sept
embe
r
Wave 1 - Training Delivery
Wave 1 - Training Delivery
Wave 1 - Training Delivery
Wave 1 - Training Delivery
Wave 2 - Training Recovery
Wave 2 - Training Recovery
Wave 2 - Training Recovery
4
5
Wave 2 – Primary Pilot Training
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Implementation CalendarSun Mon Tues Weds Thurs Fri Sat
29 30 – Fifth and Final Soft Launch
1 – ACA Milestone
2 3 4 5
6 7 8 9 10 11 12
13 14 15 16 17 18 19
20 21 - Hard Launch Group 1
22 23 24 25 26
27 28 29 30 31 1 2
Oct
ober
Wave 2 – Train-the-Trainer
Wave 2 - Training Delivery
Wave 2 - Training Delivery
Wave 2 - Training Delivery
Wave 2 – Train-the-Trainer
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3232
Implementation CalendarSun Mon Tues Weds Thurs Fri Sat
3 4 5 6 7 8 9
10 11 – State Holiday
Veteran’s Day
12 13 14 15 16
17 18 – Hard Launch Group 2
19 20 21 22 23
24 25 26 27 28 – State Holiday
Thanksgiving
29 – State Holiday 30
Nov
embe
r
Wave 2 - Training Delivery
Wave 2 - Training Delivery
Wave 2 - Training Delivery
Wave 2 - Training Delivery
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3333
Implementation CalendarSun Mon Tues Weds Thurs Fri Sat
1 2 3 4 5 6 7
8 9 10 11 12 13 14
15 16 – Hard Launch Group 3
17 18 19 20 21
22 23 24 – State Holiday 25 – State Holiday
Christmas
26 – State Holiday 27 28
29 30 31 1 – ACA Milestone
2 3 4
Dec
embe
r
Training Down Week
Wave 2 - Training Delivery
Wave 2 - Training Delivery
Training Down Week
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Training Down Week
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Implementation CalendarSun Mon Tues Weds Thurs Fri Sat
5 6 7 8 9 10 11
12 13 14 15 16 17 18
19 20 – State Holiday
MLK Day
21 – Hard Launch Group 4
22 23 24 25
26 27 28 29 30 31 1
Janu
ary
Wave 2 - Training Delivery
Wave 2 - Training Delivery
Wave 2 - Training Delivery
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3535
Implementation CalendarSun Mon Tues Weds Thurs Fri Sat
2 3 4 5 6 7 8
9 10 11 12 13 14 15
16 17 - Hard Launch Group 5
18 19 20 21 22
23 24 25 26 27 28 1
Febr
uary Wave 2 - Training Delivery
Wave 2 - Training Delivery
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North CarolinaDepartment ofHealth & Human Services
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Conversion Update
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Conversion Approach Soft Launch
Will convert history for persons on closed cases Converted several times through soft launch period Conversion of persons will also result in creation of closed Integrated Cases;
will not close active FNS cases if the person is already receiving FNS benefits We will create an Integrated Case for individuals that have Work First Time
Limit History, had received legacy benefit diversion in the past 12 months, and/or have a family cap exemption – assuming these individuals are not already on an active FNS case in NC FAST
Hard Launch Monthly conversions between September 2013 and February 2014 All active cases and pending applications will be converted as well as 10 IE
segments and any providers stored in EIS If an EIS case is converted and an NC FAST case already exists for the case
head, then the product delivery cases will be inserted under the existing integrated case and the existing NC FAST case owner will be the owner of the converted product delivery cases
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Who will be converted at Soft Launch?
The individual’s latest case must have been in a county that is getting soft launched
The individual cannot be on an active case If the individual is deceased, then the individual will be converted if they have
been dead for less than a year The individual cannot have a pending Work First check in EIS The individual cannot be on a pending application The individual must be in CNDS The individual must have one of the following:
Had an Individual Eligibility Segment within the past 10 years Had a Work First Tracking record Had completed Vocational Training (Work First) hours Had completed and countable Job Search hours (Work First) within the
past 12 months Had completed Excused hours (Work First) within the past 12 months Had completed Holiday hours (Work First) within the past 12 months
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North CarolinaDepartment ofHealth & Human Services
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Testing Update
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Testing Feedback
“Being part of P2&6 testing has been very exciting. I do not have much experience with NC FAST so being part of the testing team has shown me what NC FAST is going to be capable of accomplishing. NC FAST is so beneficial for everyone that is involved with it, clients and caseworkers alike.”
Shannon MyersJohnston County
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Testing Feedback
“I’ve always thought of myself as a person who is open to change (considering I change my hair style every few months), however I was not too eager to learn the NC FAST system. Being a tester for the P2&6 test team has been a learning experience. What would I say about NC FAST: It’s change, It’s different, it’s LEARNABLE.
NC FAST will help us as caseworkers be more knowledgeable about the agency services we provide as well as enhancing our skills to offer excellent customer service to our customers.”
Portia HesterDurham County
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Testing Feedback
“At first, I was scared of the new system (NC FAST) but was very amazed how fast I learned to take and process applications and reviews. I am now in Raleigh working with the P2&6 Testing Team and getting to see more of the big picture. Honestly, I do believe that both the clients and agencies will benefit from NC FAST.”
Deidra HillJohnston County
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North CarolinaDepartment ofHealth & Human Services
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Training Update
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Training Update
Training team is busily working to develop Project 2 & 6 training Due to migration to Universal Worker model, P1 users and new P2&6 users
will receive P2&6 training Reception, inquiry only, and supervisor content will be delivered via WBT
With incorporation of P1 users into the training population, the number of concurrent classrooms is being increased
We need to find suitable classrooms! Let us know if you have facilities
The project team will be delivering some classroom training virtually Still defining specific approach and required logistics Provides participants greater scheduling flexibility; no travel required Content fully mirrors conventional classroom delivery Exploring this training approach as a means to support ongoing new
worker training and perhaps Project 3 deployment (Child Care, LIEAP, CIP) Distance learning is being overhauled – a complete Moodle redesign
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New NC FAST Moodle Home Page
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Listing of required courses based on user
profile
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Course detail page showing course overview and
objectives
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Screen detail showing a typical distance learning scenario
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North CarolinaDepartment ofHealth & Human Services
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System Administration Update
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System Administration Update
The NC FAST is exploring how best to go about configuring each county’s organization structure
Counties will be responsible for entering users into the system Given the fluidity of each county’s organization structure, there will be a
milestone prior to each county’s soft and hard launch date to firm up the organization structure
Once each county’s organization structure is configured, it will need to remain “frozen” until the soft launch and hard launch milestone is reached
Lock period should not exceed 1 month prior to each milestone Correct configuration of the organization structure is vital for dashboard
reporting and workflow to work correctly Readiness Liaisons will work with County Champions to map EIS District
Worker Numbers of NCIDs to support case conversion for Hard Launch NC FAST will make available updated System Administrator reference
materials that spotlight known problem areas based on Project 1 experience
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New User Roles
Work First Employment Services Worker Transportation Coordinator Transportation Auditor
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New Work Queues
Medical Assistance Program Freeze - This will be used for all applications that were originally denied due to a Medical Assistance Program Freeze and have been re-activated when the freeze ends.
Medical Assistance Courtesy Application - This will be used to transfer a courtesy application to the correct receiving county.
SDX Exception - This will be used to resolve SDX exceptions that have been created. An SDX worker would have to resolve these exceptions by pulling the task from the queue.
SDX Case without Owner Task - This will be used for tasks created on SDX cases without an owner.
Mail/Electronic Presumptive Eligibility - This will be used for presumptive eligibility applications.
Start Disability Determination - This will be used for the Start Disability Determination tasks that will be sent to this queue for DDS workers to assign to themselves and start disability determinations.
LIS Application - This will be used to notify workers of LIS applications. LIS Exception - This will be used to resolve LIS exceptions. Pending Referral Work Queue - This queue will hold tasks created when an Eligibility worker
generates a referral for an Outcome Plan.
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North CarolinaDepartment ofHealth & Human Services
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County Readiness Update
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New Liaisons
(L to R) Melanie Luques (P7 Liaison), Denise Eggleston (County Liaison), and Colleen Neace (P7 Liaison)
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County Readiness Update
9 Town Hall sessions conducted 13 Foundation Workshops conducted Readiness Assessments will soon begin
Two assessments: 1) pre soft launch and 2) pre hard launch Readiness Assessment instrument has been extensively updated Assessments will be conducted jointly by Readiness Liaison and
Program Reps Staffing:
2 Project 7 Liaisons have joined the team – 2 more to come 1 County Liaison has joined the team
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North CarolinaDepartment ofHealth & Human Services
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Questions and Answers
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