1. ACCESS Florida & Community Partnerships Public Forum for Local Partners (insert date of forum) Jeb Bush Governor Lucy D. Hadi Secretary

2. 2 4/13/05 Agenda Program Information DCF Zone Demographics ACCESS Florida Background The Old & New Public Assistance Business Model DCF and Community Partner Roles Partnership Agreements Questions

3. 3 4/13/05 What is Economic Self Sufficiency (ESS)? DCF program responsible for public assistance eligibility determinations:  Food Stamps  Temporary Cash Assistance  Medicaid  Refugee Assistance

4. 4 4/13/05 What is ACCESS Florida? ACCESS Florida A Automated C Community C Connection to E Economic S Self S Sufficiency ACCESS Florida is the ESS project to implement a modernized business model for public assistance service delivery. The goal is a more responsive and cost effective model for delivering public assistance services in Florida using:  Enhanced technology,  Streamlined eligibility processes, and  Community partnerships.

5. 5 4/13/05 Miami Zone Demographics Counties in Zone  Dade  Monroe Clients Served : 463,715 Caseload  Food Stamp households: 174,406  TANF families: 11,511  Medicaid clients: 261,700 Source: ESS Data & Reports as of 3/05

6. 6 4/13/05 Comparison of Old System and Modernized System Old Services only available at ESS offices. Long waits for customers in crowded offices. Lengthy interview with ESS worker completing data entry. Mountains of files and paper- intensive process for customers and staff.New Services available at many community access points – DCF and community partner sites. Fast, convenient service in community settings. Assisted customer self-service available by phone or internet. Paperless environment using digital document management.

7. 7 4/13/05 Eligibility Model before Modernization DCF Food Stamps, Medicaid, TANF (AFDC) Interview via FLORIDA System EBT Medicaid Return for appointment

8. 8 4/13/05 Community Partnership Model Enhanced Technology  Automated ACCESS Information Line system  Web Application  Document Management  Virtual case records and verification document  Scanning and indexing  Centralized Mail Centers Customer Call Center for Information Community Partners Eligibility functions are being delivered by agency staff. Front End Services Back-end support services provide some opportunities for outsourcing. DCF Customer Service Centers or Satellite Offices Customer Access Opportunities Back-end Support Services Core Eligibility Services  Case Maintenance Center  Customer Call Center for changes  Front-End Fraud  KidCare/Silver Saver Processing Centers CustomerService Center “back office” Customer Service Center “back office” 

9. 9 4/13/05 Technology & the Modernized Model The Department is implementing efficiencies using the following technologies:  Automated ACCESS Information Line: Provides automated phone service for customers, including benefit information and case status. Note: Future enhancements will allow customers to complete some eligibility actions using the Automated ACCESS Information Line service.  Web Application  Web Application – Customers are able to apply using the internet www.myflorida.com/accessfloridawww.myflorida.com/accessflorida  Improved Document Management  Improved Document Management of case file information using digital scanning technology.

10. 10 4/13/05 e J r ACCESS Florida Customer Call Centers (CCC) & Automated ACCESS Information Line 03/21/05 North Florida Automated ACCESS Information Line: 03/21/05 4/29/05 Central Florida Automated ACCESS Information Line: 4/29/05 t t    DCF Customer Call Centers  Jacksonville  Tampa  Miami  4/15/05 South Florida Automated ACCESS Information Line: 4/15/05

11. 11 4/13/05 Multiple Access Opportunities Community Partnerships offer a significant opportunity to enhance service delivery; however, the following access options will remain:  DCF Offices configured as Customer Service Centers / Satellite Offices  Customer Call Centers / Automated ACCESS Information Line system  Web Application  Application Mail-Ins The number of DCF storefronts will be dependent upon:  Scope of the Community Partnership, and  The number of complex cases with hard-to-serve customers. Community Partners DCF Customer Service Centers (Satellite Offices) Internet Web Application Fax Automated ACCESS Information Line Mail Customer Call Center

12. 12 4/13/05 Community Partners & New Terminology Community Partner – A public or private agency that provides an access point for customers to apply for public assistance. ACCESS Partnership Agreements – The agreement between a community partner and DCF that defines the degree of support the partner will provide in the community. ACCESS Partnership Levels – Designation that defines the scope of service and degree of investment a partner offers in serving as an access point.

13. 13 4/13/05 Workforce One Stops County Public Health Units Hospitals Food Banks Aging Resource Centers Community Centers Faith-Based Organizations Homeless Organizations Public Schools Social Services Domestic Violence Centers Libraries Independent Living Centers Establish initial network by 06/30/05  Identify partners  Agree on scope of services  Execute Agreements  Develop implementation plans  Market new model and access locations to key stakeholders Fully implement network by 12/31/05  Transition to Community Partners for “Front Door” access  Offer opportunities for more robust partner services such as data collection, etc.  Continue to improve and expand network DCF remains the designated state agency to determine eligibility for program services and benefits, and retains liability associated with these functions. Partner Agencies would be liable for accidents or injuries that occur at their site(s). DCF remains the designated state agency to determine eligibility for program services and benefits, and retains liability associated with these functions. Partner Agencies would be liable for accidents or injuries that occur at their site(s). Examples of Community Partners Timeline for Establishing Partnerships Partnerships & Liability

14. 14 4/13/05 Participation in Community Partnership is voluntary. Participation offers the Department and community organizations the opportunity to improve service delivery to mutual customers. Scope of services is limited to providing access for customers wishing to apply for public assistance. A limited amount of reinvestment dollars will be allocated to each district for investment in Community Partnerships. Other Partnership Information

15. 15 4/13/05 Benefits to Community Partners On-site application for public assistance On-site application for public assistance  Improves potential that customers will complete application process.  Allows customers to seek benefits to meet more of their needs. Social Service Agencies & Food Banks Social Service Agencies & Food Banks  Reduce the number of customers who return for food or other services from local agencies. Medical Providers Medical Providers  Improves potential that patient will have Medicaid coverage for future medical needs.  Medicaid eligibility allows patients to see a physician for regular treatment and obtain prescribed medications.  Reduce delay in eligibility determination and allow billing to occur sooner for patients determined eligible for Medicaid.

16. 16 4/13/05 What Partners Can Expect from DCF Continued Safety Net in the community via ESS storefront operations; A Partnership Agreement that will allow the partner to specify scope of services to be provided at the partner’s site(s); Information on current and potential number of mutual ESS customers; Training – initial and ongoing; Program support; Direct or Indirect funding if agreed to in the partnership agreement; Marketing and communication efforts to educate customers; Customer feedback; and Single point of contact for ongoing communication and issue resolution.  (if there is an e-mail account established by zone/district to receive partner communications insert here; or name and/or phone number of contact)

17. 17 4/13/05 What is Expected from Voluntary Community Partners Partners will designate a level of service they are comfortable providing. Partners will provide services as agreed upon in Partnership Agreement. Partners will safeguard customer information. Partners will take advantage of training initiatives. Partners will work with DCF to identify opportunities for service quality improvement. Partners will use funding/resources as agreed to in the Partnership Agreement. Partners will designate a point of contact for DCF.

18. 18 4/13/05 Community Partners are not required to: “Advertise” to the general community as a site for public assistance applications. Determine eligibility for public assistance. Screen public assistance applicants for potential eligibility.  The partner only acts to assist the customer in submitting their application to the Department.

19. 19 4/13/05 Community Partner ACCESS Levels Level is designated in each Partnership Agreement Partner Partner Level  Paper application pick-up point Bronze Partner Bronze Level – Partner Level plus  Access to computers to apply for assistance on-line  Access to telephone to call DCF Customer Call Center / Automated ACCESS Information Line (1-866-76-ACCESS or 1-866-762-2237) Silver Bronze Silver Level – Bronze Level plus  Paper application drop-off point  Access to printer to print application summary from web application  Verify identity of applicant Gold Silver Gold Level – Silver Level plus  Access to fax machine to fax DCF application and/or other required documentation  Access to copy machine to copy required documentation for DCF  Provide general assistance in explaining the application process

20. 20 4/13/05 Questions