VDSS Organizational Change Management Benefit Programs Division Meeting September 17, 2014

Agenda VaCMS Application Processing and Challenges VaCMS Release Schedule Readiness Plan Changing Roles

VaCMS Application Processing and Challenges

Application Processing As of Friday, September 12, 93% of MA applications received since October 1, 2013 have been processed and disposed. There are 44 LDSS processing below the statewide average. The number of MA applications pending > 45 days decreased by 6%, ending the week at 4,474. Slowing trend with both volume of applications received and disposed. About half of what they were in March and April 2014. Expert users are beginning to surface in LDSS.

Existing Challenges Continued focus on overdue MA Continued Focus on Timeliness of Pregnant Women Applications Continued Focus on Timeliness of Renewals The number of overdue Medicaid renewals continues to rise. The data through August 2014 indicates there are 41,309 overdue renewals, up slightly from 41,226 in July 2014. In June 2014 there were 34,927. Five LDSS account for 52% of the overdue renewals.

Upcoming VaCMS Releases

Upcoming VaCMS Releases Service Delivery Improvement: Cover Virginia Central Processing Unit to process Medicaid only applications received from CommonHelp, the Cover Virginia Call Center, and the Federally Facilitated Marketplace A new report to track the number of applications assigned to Cover Virginia Central Processing Unit workers Streamlined Application Flow: CommonHelp will have two “Apply” options (Health Care Coverage & Health and Human Services) to streamline the entry of MA F&C applications MA and Child Care will be split into separate applications for any combo applications received Eligibility results will display for the applicant

Upcoming VaCMS Releases Migration Phase 1: MA LTC and ABD processing Central printing of notices Document Management Imaging System Updates to the VaCMS dashboard Migration Phase 2: TANF, SNAP & LIHEAP processing VIEW and SNAPET processing Fraud functionality Appeals functionality Quality controls

Readiness Plan

Business Processes/User Support Work Streams OCM readiness is structured around three work streams OCM Readiness Communications Business Processes/User Support Training 7 FTE will be hired to support the work streams

Activities OCM Readiness Office is ramping up staffing in support of EM. (3) Change Management Specialist positions posted; 11 candidates have been interviewed. Four additional positions have been advertised and were closed on 9/10. VDSS field support visits are being scheduled: Pittsylvania scheduled for 9/22 Assessing needs and scheduling visits with other departments Regional staff continue to provide on-site support to selected local departments as assistance is needed, as well as monitor progress in their respective region weekly. P-14 staff remain onsite at Chesterfield/Colonial Heights DSS, Norfolk DHS and Portsmouth DSS to assist with manual conversion of overdue MA applications into VaCMS. Northern position is vacant, but has been posted with a closing date of 09/16.

Activities OCM & Deloitte partnered to present 8/22 release regional readiness calls. Monthly readiness calls are planned through December 2014. September readiness calls are scheduled: OCM & EDSPO are building an updated version of “Where We Are, Where We are Going” for the BPRO Fall Conference OCM plans to dedicate a P-14 to evaluating the impact of DMIS and planning for its implementation OCM is developing a support and escalation process for VaCMS issues and questions Region Date Time Western 9/29 2-4pm Northern 9/30 Eastern 10/2 10am-12pm Piedmont Central 10/3

Readiness Timeline: August - October

Readiness Timeline: November - January

Readiness Timeline: January - March

Readiness Timeline: April - August

Changing roles

Regional and Home Office Consultants The consultant role is shifting DSS to develop plans to help empower, educate, and support Clarify priorities Update job descriptions Develop ideas that help support the consultants Job aids Checklists Clarification of expectations Engage the consultants in advance of each release to bring them up to speed and then again post go-live to provide needed answers/support Can best practices be fostered among the consultants?