The decision was made to move from Caseload Management to Process Management in January 2014 due to several factors: 70% Increase in Caseloads 22% Decrease in Staff

Georgia One Staff Organized around processes Heavily focused on having customers enter system through Call Center and Internet Application (COMPASS) Ability to have work completed statewide, with equitable distribution of work Virtual Supervision

Georgia One Issues Our Call Center Technology did not support our vision Manual workflow tools were established using EXCEL, rather than relying on our Mainframe System. This was very error prone. Work was assigned to caseworkers on a daily basis, and if not completed, it was reassigned again the next day – most likely to a new worker. Our caseworkers went from using two main tools to manage their work to four or more. The numbers to the local county offices were no longer accessible, with customers being required to call our new toll-free line.

Division of Family & Children Services Blueprint for Change

Georgia’s New Practice Model One Caseworker, One Family Local Service Geographic Supervision Accountable for Entire Case Caseloads reestablished and balanced across the state Increased access at local offices More Customer Service Focused Call Center Inquiries and Changes Only

GORDON DFCS Regions GORDON Updated Tech 101: Recovering Lost Data Tech 101: Recovering Lost Data OFI Districts: District 1 – Regions 1 & 3 District 2 – Regions 2 & 5 District 3 – Regions 9 & 12 District 4 – Regions 4 & 8 District 5 – Regions 10 & 11 District 6 – Regions 6 & 7 District 7 – Region 14 District 8 – Region 13 Child Welfare Districts: North – Regions 1 through 5 South – Regions 6 through 12 Metro – Regions 13 & 14

Robust Workforce Development Working on a Career Ladder in OFI Geographic Supervision will enhance new worker development Looking to offer more flexible schedules Face-to-Face Training reinstituted Mentoring plan for new staff Hiring across the state as needed to address resource issues.

Call Center Changes Improved Self Service Options Staff moved from Call Center to Field Interviews no longer conducted Clients routed back to workers for pending applications/renewals

June During the month of June the Customer Contact Center experienced a steady increase in the number of clients who opted to utilize the self service menu. This increase can be credited to the broadcast message that was added to the IVR informing customers of the benefits and efficiency of using Self Service. In addition to the broadcast message, phone agents continuously educated clients about the various information that they can retrieve via Self Service. August CCC enhanced the authentication method for Self Service on August 1st to include the clients social security method and date of birth, with this additional method of authenticating, we saw an upward trend in our numbers on August 3 to current. This increase is significant in comparison to previous months. Essentially, the number of clients utilizing Self Service now account for approximately 8-10% of our volume compared to the 2 to 3% that we were accustomed to in prior months. Dates Actual Self- Service Data 6/1/15 thru 6/5/ /8/15 thru 6/12/ /15/15 thru 6/19/ /22/15-6/26/ /29/15 thru 7/3/ July On July 6th, CCC implemented IVR appointment routing. This feature allowed us to bypass the platform and transfer all clients with an appointment directly to his/her Caseworker. This implementation resulted in a slight decline in the Self Service volume as a significant amount of the clients who would typically opt for Self Service were now being routed through a different channel without the option to Self Service. 7/6/15 thru 7/10/ /13/15 thru 7/17/ /20/15 thru 7/24/ /27/15 thru 7/31/ /1/15 thru 8/7/ /10/15 thru 8/14/

Division of Family & Children Services What is Georgia Gateway?

Georgia Gateway will: Provide a one stop shop for customers to apply for and manage their benefits for Medical Assistance, SNAP, TANF, WIC and Child Care Serve as a single point of entry to allow cohesive eligibility processing Comply with Affordable Care Act requirements Provide eligibility determination Centralize client information; including LIHEAP Better serves Georgia residents and caseworkers Georgia Gateway is an integrated eligibility system for six benefit programs ‏ *LIHEAP benefits cannot be applied for on Georgia Gateway though LIHEAP client information can be entered by Staff

Key benefits for Georgia Gateway Georgia Gateway will provide many benefits for customers, Community Partners and State staff Provides customers 24/7 access to apply for and manage their benefits online, including: - Applying for and renewing benefits across 5 programs - Reporting changes - Uploading verifications Provides partners access to submit applications and verifications on behalf of customers Selected Administrators can add, manage, and create users and run reports about their agencies Employment agencies will be able to directly input T&A reports Centralizes customer information across all programs Utilizes trading partners (e.g., Social Security Administration) to provide real-time verifications of customer provided information Provides standard eligibility determinations Customers Community Partners State Staff

Georgia Gateway Timeline System development and activities span from 2014 through the end of 2016 which includes a phased readiness and implementation approach Pilot Wave 1 Wave 2 Design and Construction System Testing User Acceptance Testing Training Business Process Reengineering Implementation and Business Readiness Internal and External Communications

Division of Family & Children Services What does Georgia Gateway look like?

Georgia Gateway Homepage

Customer Portal

Provider Portal Homepage

Applying for Medicaid Applications can be received via Compass (Ga GateWay), Paper submitted at the local DFCS office in person, Mailed to the local DFCS office or Faxed to the local DFCS office and Telephonically by calling and using option 6.

Applying for Medicaid Some Classes of Assistance (COA) must have an interview completed before processing can take place. Those that require an interview are Nursing Home, any Waiver COA and Adult Medically Needy. Interviews do not have to be in person they are done by phone. Very important to have a current contact number when submitting the application.

Applying for Medicaid Verification is required on all Nursing Home, Waiver, and Adult Medically Needy recipients for any stated resources and income. We can only process cases three months prior to the application date.

Most Common Verifications Bank Accounts – must have complete bank statement(all pages) Life Insurance – Copy of the policy Automobiles – Tag Receipt Burial Contracts – Copy of the contract Homeplace and other non-homeplace property – Deeds, Tax receipts

Most Common Verifications Retirement Accounts/Annuities – Recent statements Trust – Copy of the Trust

Any Questions?

Ginger Henry Medicaid Policy Unit Manager 2 Peachtree St N.W. Atlanta Ga