Face to Face Waiver and Task Management California Food Stamp Symposium July 8, 2010 Sandra Williams, Stanislaus County

All Roads Lead to... INCREASED CUSTOMER ACCESS and BETTER CUSTOMER SERVICE Part 1: The Face-to-Face Waiver

Our F2F Waiver for Recertification was implemented October 1, We immediately saw the following benefits: We immediately saw the following benefits: Decreased volume of associated activity in our Lobbies. Decreased volume of associated activity in our Lobbies. Reduced number of Reschedules Reduced number of Reschedules Removed many barriers that previously prevented customers from attending their recertification appointments. Removed many barriers that previously prevented customers from attending their recertification appointments. Increased Customer Satisfaction over NOT having to arrange for transportation and/or childcare to complete a face-to-face interview. Increased Customer Satisfaction over NOT having to arrange for transportation and/or childcare to complete a face-to-face interview.

In Preparation for implementation of the waiver at Initial Application we... Provided staff with Training - Telephone Interviewing …Tips for Successful Outcomes ; Provided staff with Training - Telephone Interviewing …Tips for Successful Outcomes ; Provided a Phone Head-Set for each Intake case manager – Encouraged Ergonomic Awareness; Provided a Phone Head-Set for each Intake case manager – Encouraged Ergonomic Awareness; Established a 12 month deferral for the SFIS process. Customers are informed they must comply* with the SFIS requirement within 12 months of their application date. Established a 12 month deferral for the SFIS process. Customers are informed they must comply* with the SFIS requirement within 12 months of their application date. *If they dont comply within 12 months, they must attend a face-to-face interview at recertification and comply with the SFIS requirement at that time. *If they dont comply within 12 months, they must attend a face-to-face interview at recertification and comply with the SFIS requirement at that time.

Our F2F Waiver for Initial Application was implemented June 1, In this short amount of time, we have seen the following benefits: In this short amount of time, we have seen the following benefits: Decreased volume of activity in our lobbies due to shorter wait-times for customers who opt for a Phone Interview Appointment. Decreased volume of activity in our lobbies due to shorter wait-times for customers who opt for a Phone Interview Appointment. Currently we do not see Walk-In Customers same day, requiring customers to return to the facility another day – Phone appointments offered a solution for those customers who had transportation or other issues with returning for their scheduled appointment. Currently we do not see Walk-In Customers same day, requiring customers to return to the facility another day – Phone appointments offered a solution for those customers who had transportation or other issues with returning for their scheduled appointment. Enhanced C4 Yourself Application process, allowing customers to apply and be interviewed in the privacy of their own homes. Enhanced C4 Yourself Application process, allowing customers to apply and be interviewed in the privacy of their own homes.

Now, Stanislaus County customers have FOUR avenues to choose from when Submitting an Application for the Food Stamp Program: 1. Visit one of our 7 Outstations conveniently located throughout the County; 2. Access the Web-based C4 Yourself application; 3. Use the Self-Service Center at our Main Facility Lobby; 4. Call in (or drop in) to schedule a Telephone Interview

This Customer just completed his Food Stamp Phone Interview... All Thanks to the Face-to-Face Waiver.

Moving From Case Management… To TASK MANAGEMENT Part 2:

BEFORE AFTER 1 Case Manager 1 Case Manager 500 Cases ALL Tasks ALL Tasks 6 Units 6 Units 46 Case Managers Six Tasks

#22,657 Families - 46 Case Managers Phone Units (English and Spanish): Phone Units (English and Spanish): VOIP – Modified Call Center VOIP – Modified Call Center All calls come in to One Central Phone# All calls come in to One Central Phone# Callers are prompted through Phone Tree with option to speak with a Family Services Specialist. Callers are prompted through Phone Tree with option to speak with a Family Services Specialist. Customers are NOT routed to Voice Mail during business hours... They speak directly with a case manager who handles issue through to completion. Customers are NOT routed to Voice Mail during business hours... They speak directly with a case manager who handles issue through to completion. Benefit: Case Manager takes the time to be present while serving the customer... One family at a time. Benefit: Case Manager takes the time to be present while serving the customer... One family at a time. (This is how we do it... )

#22,657 Families - 46 Case Managers Task / Mail Distribution Units (English and Spanish): Task / Mail Distribution Units (English and Spanish): Addresses all correspondence, mail, faxes, and s from a variety of sources... Taking action where needed Addresses all correspondence, mail, faxes, and s from a variety of sources... Taking action where needed Collections Department Collections Department Special Investigations Unit Special Investigations Unit MEDS Coordinator MEDS Coordinator Distribution Center for Time-sensitive Tasks Distribution Center for Time-sensitive Tasks MEDS Alerts MEDS Alerts Return Mail Return Mail Age Listings – Deemed Eligibles Age Listings – Deemed Eligibles Negative Actions related to unresolved Tasks Negative Actions related to unresolved Tasks Benefit: Information and Assignment Hub for entire Benefit Center... Keeps things moving and on time! Benefit: Information and Assignment Hub for entire Benefit Center... Keeps things moving and on time! (This is how we do it... )

Production Units (English and Spanish): Production Units (English and Spanish): QR7 & MSR Processing Unit QR7 & MSR Processing Unit Utilizing C-IV Productivity Reports, each unit member is responsible for an equal amount of QR7s or MSRs to process. Utilizing C-IV Productivity Reports, each unit member is responsible for an equal amount of QR7s or MSRs to process. Annual RV/RE Processing Unit Annual RV/RE Processing Unit Medi-Cal (Mail-In) RVs are processed as they are received on a flow basis. Medi-Cal (Mail-In) RVs are processed as they are received on a flow basis. Food Stamp REs are scheduled for Phone Interviews and completed as scheduled. Food Stamp REs are scheduled for Phone Interviews and completed as scheduled. Benefit: Focusing on one task provides consistency and quality of work for each of our customers and their cases. Benefit: Focusing on one task provides consistency and quality of work for each of our customers and their cases. #22,657 Families - 46 Case Managers (This is how we do it... )

Ownership of Caseload vs. Team Concept Ownership of Caseload vs. Team Concept Customer Relationships and Time Spent on each case Customer 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 quality of work More Eyes to look at each case... Elevates the quality of work Evens the Playing Field Evens the Playing Field No more Case Load Shifts No 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 disperse No Case Load to disperse Fewer Customer Complaints... Fewer Customer Complaints... Struggles & Overall Benefits... Your Worker is Never Gone

The End (... Whew)