Workforce Models in a New Services Delivery World An overview of how counties have managed through transition and established a functional workflow in our new service delivery world NC Work Support Strategies Leadership Summit, March 25, 2014

Agenda Goal of Session Demographics of Panel Counties Introduction of Presenters Panel Presentations Q&A and Group Discussion Wrap-up and Adjourn

Goal Provide program managers and supervisors insight and information about functional models for workflow and business process in an integrated service delivery world.

Gaston Yancy Bladen Pender New Hanover Dare Workforce Models in a New Service Delivery World Population: 17,630 FNS Caseload: 1,799 WFFA Caseload: 14 Population: 208,049 FNS Caseload: 21,019 WFFA Caseload: 369 Population: 34,915 FNS Caseload: 4,668 WFFA Caseload: 164 Population: 209,234 FNS Caseload: 16,201 WFFA Caseload: 329 Population: 54,195 FNS Caseload: 4,586 WFFA Caseload: 100 Population: 34,573 FNS Caseload: 1,998 WFFA Caseload: 28

County Presenters Yancey  Cynthia McIntosh, IM Supervisor and WSS Champion Pender  Patricia Walker, IM Administrator and WSS Champion New Hanover  Kenda Rodenburg, Economic Services Supervisor  Melissa Jackson, Economic Services Supervisor  Amanda Lamkin, Economic Services Supervisor

County Presenters and Contacts Gaston  Angela Karchmer, Economic Services Coordinator and WSS Champion Dare  Bonnie Drewry, IM Supervisor and WSS Champion Bladen  Patricia Smith, IM Program Administrator  Michelle Wright, WSS Champion (additional contact)

Yancey County  Cynthia McIntosh, IM Supervisor

Pender County  Patricia Walker, IM Administrator

New Hanover County  Kenda Rodenburg, Economic Services Supervisor  Melissa Jackson, Economic Services Supervisor  Amanda Lamkin, Economic Services Supervisor

Gaston County  Angela Karchmer, Economic Services Coordinator

Dare County  Bonnie Drewry, IM Supervisor

DARE COUNTY HEALTH & HUMAN SERVICES SOCIAL SERVICES DIVISION “Land of Beginnings” PILOT COUNTY FOR NC FAST UNIVERSAL INTAKE PROCESSING MAINTENANCE

LOCAL ECONOMY Dare county’s local economy is tourism, construction and real estate based Primary employment is service based, hourly wage earners with no benefits Seasonal with increased demands for services beginning in October tapering off in April

INTAKE & PROCESSING UNIT Staff:14 caseworkers 1 processing assistant 1 supervisor 2 of the 14 caseworkers are remote Responsible for taking applications and processing for all Economic Services programs (Exception: Adult Medicaid processing remains with experienced staff) Average288 monthly Income Support Applications with multiple program requests i.e. MA, WFFA & FNS

MAINTENACE UNIT Staff: 10 caseworkers 1 Processing Assistant & 1 Supervisor This unit is responsible for ongoing maintenance and review for all Economic Services programs Workers are universal handling all cases assigned to a client Cross Training: Buddy system pairing with different program expertise Located staff to combine programs i.e. FNS with MA Identified Subject Matter Experts

SNAP SHOT Food & Nutrition Services March 2014 Cases: 2,019 Participants:4,049 Medical Assistance: 3,814 WFFA 29

AGENCY SUBJECT MATTER EXPERTS “SME” MAKING USE OF YOUR EXPERTS Adult MA MAD LTC & CAPWFFA SSA & SSI Ex-Parte Adult MA ReserveFood and Nutrition Services MAGI Budgeting/ReportsChange in Situation NC TRACKS/NC FAST workaround Family Medicaid Citizenship & Immigration EligibilityFFM Application Processing Self-employmentHelp Desk

Bladen County  Patricia Smith, IM Program Administrator

Questions and Group Discussion

Thank you and enjoy the rest of the Summit!