Washington State Management Evaluation Program Then & Now Lessons Learned with Process Change and Management Evaluation August 2014.

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Presentation transcript:

Washington State Management Evaluation Program Then & Now Lessons Learned with Process Change and Management Evaluation August 2014

Shared Workload Challenge- Washington QA’s Catalyst for Change - Service Delivery Redesign (SDR) - Piloted in November Fully implemented in November Caseload challenges - Staffing challenges - Shared Workload Model - Implemented in July 2013

From Then to Now Then - Local Review Process - Application - Recertification Site Visits Annually Now - Statewide Review Process - Application - Recertification - Document Management - Live Telephone Contact - 29 Site Visits Annually

SNAP in Washington State

Secretary of Department of Social & Health Services Community Services Division Regional Administrators Local Community Services Offices Policy/Operations/Program Support & Performance Program Integrity & Quality Assurance Federal SNAP Team State SNAP Team Assistant Secretary For Economic Services Administration Partnership

Building a Strong Partnership - Planning - Case Corrections - Corrective Action Plan - Collaboration for Clarity

ME Review Process - Desk Review only - No customer contact - Based on verification/documentation available in case - Live Telephone Contact - Information gathering from a customer perspective

ME Review Process - Design automated review worksheets - Standardized guidance & training

ME Review Process Lessons - Staffing for Success - Sample Testing - Re-Training Quality Control Specialists - Uniformity - Peer Review - Telephone Review

Facility Site Visits - Expanded Schedule - Review Checklists - Communication with Stakeholders

Statewide Community Services Office Map

Facility Site Visit Lessons - Organization, Organization, Organization - Clear expectations and transparent processes - Local Management Interactions

Statewide Reporting - Quarterly reporting practices - Statewide comparison - Increase in Customer Access reporting

Statewide Reporting Lessons - Keeping Stakeholders informed - Feedback - Case Correction Tracking - Corrective Action Tracking - Follow- Up

The Future of ME in Washington - Expanded Statewide Reviews - Recipient Integrity - Customer Access - Fraud Referral Early Detection (FRED) - Every 2 year cycle for facility visits

Monica Medalen Management Evaluation Program Coordinator Maria Thompson Management Evaluation Administrator Contact Information