Your Meeting Will Begin Momentarily… 1

Work Support Strategies County Leadership Call and Webinar October 8,

Agenda NC FAST Updates SSI Idaho Action Plan Measures 8 Wastes County Sharing NCFAST Success Practices Effect of Federal Shutdown County Query Questions/Concerns 3

Updates: NC FAST 4

Updates 5 Regional Meetings County Champions Half-Day Sessions Western: December 5 and 6 (Asheville) Central/Eastern: November 21 and 22 (Pinehurst/Atlantic Beach) Please let us know you are coming ( Judy or Erin) Social Services Institute October 22-25, 2013; Hickory Registration is up: Registration closes October 11. WSS and WSS-related sessions (see next page) Idaho- Confirmed Shutdown – Updates and Discussion APHSA's National Workgroup on Integration 2013 Webinar Series on Health and Human Services Interoperability and Integration – October 29 th 2:00-3:00

Professional Development Read Articles and Books Nudge Governing Magazine NCWSS webpage → Resources → National Innovations How Connecticut's Breaking Down the Traditional Caseworker Model - this article in Governing focuses on a task-based model to provide services to customersHow Connecticut's Breaking Down the Traditional Caseworker Model Network with Each Other SSI Professional Networking Sites like LinkedIn Check out Relevant Websites – sign up for s

SSI 7

County Champion Pre-Session Idaho Russ Barron, Administrator ID DHW Lori Wolf, Deputy Administrator DHW Miren Vicandi, Supervisor Session Structure Breakfast 8:00- 8:30 Presentation/Discussion 8:30 – 11:30 Topics: Universal Worker Managing during transition Setting stretch goals 8

Idaho Preparation 9 NCWSS webpage → Resources → National Innovations Boise Weekly Article- Article in local newspaper that praises the Food Stamps program and debunks popular myths.Boise Weekly Article Strengthening Families- A PowerPoint summarizing current and future business processes, as well as enrollment rates and information about Medicaid expansion and MAGI and how it will affect enrollment.Strengthening Families Idaho Medicaid Readiness Video – This brief video quickly summarizes the two avenues of Medicaid under the Affordable Care Act.Idaho Medicaid Readiness Video

Idaho - What Can We Learn? 10 Walk into an Idaho Department of Health and Welfare (DHW) office and you’ll see an experienced caseworker with broad decision-making powers sitting at the front desk, dispensing guidance, applications and directions. Did you forget to bring a required document? The caseworker will help you find other ways to verify your information. Is the office busier than normal? Take a seat at a designated workstation to talk to an available caseworker in another office over the phone. Compared with a few years ago, you’d also notice other changes, including how rapidly the welfare office now completes Food Stamp applications (on average, 69 percent on the same day, and all within four days) while maintaining low application denial and error rates. Behind the scenes, staff absenteeism and turnover have declined. Morale is up, as is organizational transparency. Everyone sees performance data, and finding better ways to meet performance targets is now an employee-driven exercise with caseworkers reviewing the office’s performance each day

Action Plan Measures 11 Measure 2.1: Percentage of applications received and processed in the same day. All FNS Counties 33.56% 17%19% FNS Pilots 22%24% MA/WF 33.27%16.50%17.20% AP MeasureBaseline Mar-12Mar-13Jun-13 Measure 1.2: Number of people who are denied for procedural reasons and return to apply within 30/60/90 days. Outcome: In three years, reduce the percentage of families closed within the prior 90 days by 75%. Measure 2.1: Percentage of applications received and processed in the same day. Outcome: Within three years, 75% of programs that support working families, including Medicaid, FNS and child care cases will be processed in one day. Measure 2.2: Processing times for applications. Outcome: In the first year, case processing times will be reduced by 75%.

The 8 Wastes 1.Overproduction 2.Waiting 3.Transportation 4.Non Value-Add Processing 5.Excess Inventory 6.Errors 7.Excess People Motion 8.Underutilized People 12

1. Overproduction Overproduction Generating more information than the customer needs right now. Generating more information than the next process needs. Creating reports that no one reads. Making extra copies. Duplicate data sources. 13 What are things we have in our every-day processes that contribute to overproduction?

2. Waiting Waiting - Idle time created when material, information, people, or equipment is not ready. Waiting for the computer system to come back up. Waiting for a handed-off file to come back. Waiting for customer response. Waiting for copy machine or faxes Excessive Login or response times. Waiting for hard copy printouts. 14 How much time do we lose by waiting on a customer response?

3. Transportation Transportation - Movement of information that does not add value. Retrieving or storing files. Carrying documents to and from shared equipment. Taking files to another person. Going to get signatures. Moving work over long distances. 15 How much time do we spend pushing paper? What can be eliminated?

4. Non-Value-Added Processing Non–Value-Added Processing - Efforts that add no value from the customer’s viewpoint. Creating reports. Repeated manual entry of data. Redundant reviews/approvals. Use of outdated standard forms. Use of inappropriate software. Data entry not performed at the source. Information for decision-making not real time. 16 Where do we still duplicate? Why?

(Informal) County Sharing 17

Shutdown How is this affecting your county? 18

Impact on NC FAST Success 19

County Query What would you like to see as the next topic for discussion at the regional director’s meeting? What would you like to be the next topic in the County Innovations document? 20

Contact Sheet Judy Lawrence DHHS Project Manager (336) Erin Henderlight PCG Project Manager (828) Shannon Montanez PCG Project Team (919)

22 Public Consulting Group, Inc. 148 State Street, Tenth Floor, Boston, Massachusetts (617) ,