The Great State of Washington Department of Social & Health Services Community Services Contact Center Telework Program Ronnie-Sue Johnson Contact Center.

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Presentation transcript:

The Great State of Washington Department of Social & Health Services Community Services Contact Center Telework Program Ronnie-Sue Johnson Contact Center Administrator

 Washington’s “Umbrella” Social Service Agency  8 Administrations  Economic Services  Community Services Division  Customer Service Contact Center  850 FTE  45 traditional offices  About 170 telework locations Department of Social & Health Services

Why Consider A Telework Program?  Room for Growth  Disaster Recovery  Staff Retention  Increased Ability to Accommodate  Staff Moral

2008 – 2010 Weather Forecast Seattle Traffic 4 th Worst in U.S

Supportive Environment for Telework Executive Order Telework Whereas…..

Telework Preparation  Planning included labor (Washington is a collective bargaining state)  Policy, Procedures and Eligibility Criteria  Deployment Coordination

Teleworking in CSCC Today  Telework Incorporated Into Our Business Plan  Annual Planning Cycle  Underperformers Process  Focus on Success

Productivity Snapshot Avg. Call/Hr. Comparison Telework Non- Telework Eligibility Interviews for Renewals (Blue Q) Case Changes and Complex Questions (Grey Q) Initial Eligibility Interviews (Green Q) Childcare Program—interviews and all other questions/changes (Purple Q) Triage/Info and Referral (yellow Q) Back-Office Production Non-Telework5.9 Back office work includes processing follow up and change documents for all the services provided in the phone queues and the field office lobbies. Telework Staff6.6

Lessons Learned  Communication Counts  Selection process matters  Remote Supervision Can Be Difficult  Practice Teleworker Engagement  Expect Unintended Consequences

Washington State - Teleworking Questions? Contact: Ronnie Sue Johnson

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