Universal caseload (UCL) MDHHS is changing how it processes casework: Instead of one staff member being responsible for all case actions in their case load, casework tasks will be shared across teams and offices. The entire State of Michigan, including all cases managed within the State, is a universe (hence the name “Universal Case Load”). Within the universe are separate groups of counties and offices. These are called geo groups. Queues are the location where tasks will route to workers for processing. Queues exist in Bridges to funnel each case action (or task) to workers who are assigned to the queue. A team is a group of workers assigned to a specific queue within a geo group.
Why Universal caseload (UCL) Timeliness of Service Teams share the workload, which means tasks are handled quickly Customer Service Work never sits on a desk in the event a caseworker is out of the office Decreased Average Days to Disposition Updated tools and systems can support client self-service and allow workers to focus on other activities Successfully Adopted by Other States More Efficient Workers are able to focus on a single task at a time without disruption Results have been achieved where implemented successfully Technology Enabled UCL prioritizes and assigns tasks automatically – taking the guesswork out of what should be handled next
Universal caseload (UCL)
Universal caseload (UCL)
Universal caseload (UCL)
Universal caseload (UCL) How will you contact a caseworker in the Washtenaw office? Today, MDHHS staff often contact a customer’s caseworker directly with questions about a case or customer. In offices using Universal Caseload, most customers will have a team of caseworkers who support him or her, so there is not a specific caseworker for MDHHS staff to contact. After August, 2018 staff who would like to contact a caseworker in the Washtenaw office can email MDHHS-UCL-CEGS@michigan.gov. This is the best method to reach a caseworker as a team of workers will monitor this email address to assist MDHHS staff. MDHHS staff can also call 1-844-4MI-DHHS. The person will be asked to identify themselves as a MDHHS staff member by selecting option #4 for “Provider”. How can I find out if a customer in the Washtenaw is supported by a UCL team? On the Case Search page in Bridges the customer’s caseworker is found in the Employee Name field. If this field has a caseworker’s name, please contact that specific caseworker. If this field has the name Client Connection, this indicates the customer is supported by a team of caseworkers, and you should email MDHHS-UCL-CEGS@michigan.gov with questions.