CKF Process Improvement Collaborative Learning Session One December 10 – 12, 2003

Pennsylvania Story Board Goal: Improve enrollment and renewal rates Strategy #1 :Offer over the phone enrollment through the State’s 800-986-KIDS helpline Connect Helpline to Power User version of COMPASS Ask callers if they’d like to apply over the phone when they call Provide envelopes for signature and income verification Allow call back to ascertain satisfaction, enrollment, utilization?

Pennsylvania Story Board Goal: Improve enrollment and renewal rates Strategy #1 :Offer over the phone enrollment through the State’s 800-986-KIDS helpline Further improvements Promote over the phone option Retrospective verification of income Allow e-signature Track changes in rate of enrollment

Pennsylvania Story Board Goal: Improve enrollment and renewal rates Strategy #2 :Offer over the phone renewal through the State’s 800-986-KIDS helpline Following addition of renewal to COMPASS in June 2004 Provide option to renew over the phone in renewal notice Literacy appropriate notices Promote over the phone renewal through notices, contractors, COMPASS web site, providers offices, CBOs

Pennsylvania Story Board Goal: Improve enrollment and renewal rates Strategy #2 :Offer over the phone renewal through the State’s 800-986-KIDS helpline Expand over the phone renewal to CHIP contractors Investigate modality: through their enrollment process or through COMPASS Address movement between programs