Electronic scheduling board (ESB) Overview - 2017

Electronic Scheduling Board (ESB) The purpose of the Scheduling and No-Show processes is to maximize the efficiency of the Non-TANF and One Intake Model and the capacity of the Electronic Scheduling Board (ESB). Goals: To be able to serve all walk-in applicants within 30 minutes. To be able to serve all call-in applicants when they contact the branch for services. To complete a higher number of intakes over the phone.  To avoid pre-scheduling intake appointments whenever possible thereby reducing the workload directly associated with pre-scheduling and no-shows.   To increase same-day/next-day benefits.

Same-day/next-day interview process This means, as much as possible, determine eligibility for benefits on the same day the application is received in the branch (“Same-Day”). There will be times when applications are received too late in the day to be processed the same day. When that happens, the paperwork will be processed the day after it is received (“Next-Day”).

Pre-Schedule Intakes Pre-scheduled intakes occupy valuable space on the scheduling board and limit the number of walk-in (or phone-in) applicants that can be served. Pre-scheduled intakes also result in time consuming no-shows which use up valuable time that staff could otherwise be using to get benefits to clients. As a result, this Model places a high emphasis on minimizing the number or pre-scheduled intakes offered to applicants.

No-Show When a client does not show for their pre-schedule phone intake, the worker who was assigned to the intake will communicate this to the scheduler within 10 minutes from the schedule intake time so the intake can be removed from the intake board and the worker can become available for another intake 15 minutes after the missed intake time. A Purple 15 minute marker will be used to capture this type of no show. If the no-show calls into the branch to request a new intake appointment, the scheduler will attempt to connect the client with an available ECC or HSS3 for immediate service before pre-scheduling another intake.

Electronic Cold-Caller (ECC) One of the most effective ways to maximize the capacity of the Non-TANF intake board is by minimizing the number of pre-schedule intakes through strategically “cold-calling” applicants on the telephone and completing their intake before they ever need to be pre-schedule. In the past, clients who submitted applications via CAPI, EDMS, mail, drop-box, etc. were immediately pre-scheduled on the intake board. Each of these pre-scheduled appointments occupied valuable space on the board that could not be offered to a walk-in intakes, which caused additional preschedules and higher no-show rate. The role of a “cold-caller” is to contact all the clients who apply for benefits using a method other than in-person intake by attempting two phone calls at strategic times of the day with the goal of completing the intake over the phone. The Cold-Caller will attempt to process these same- day/next-day basis. The cold-caller positions are located on the lower half of the intake scheduling board.

Electronic Cold-Caller (ECC) Targets Meeting our ECC targets results in a significant reduction in the number of clients who need to be preschedule for intakes as well as a significant increase in the number of clients receiving benefits sooner than they would if they had to wait several days for a pre-schedule intake. An employee working an 8 hour day has a target goal of 14 calls with 11 disposition applications. An employee working a 10 hours day has a target goal of 17 calls with 14 disposition applications. In a healthy functioning model, the cold-callers successfully contact and complete upwards of 75% of the clients they call. NOTE: A “Disposition” is an Approval, Denial or a Pend action.

Worker of the Day (WOD) The purpose of the Worker of the Day (WOD) is to process Priority 1 and Priority 2, 852s and returned pended paperwork (for all programs) same day/next day of receipt. WODs are not protected and can get walk-ins and intakes and ECC call backs as needed.

What’s wrong with this picture?