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

2. Shared Workload Challenge- Washington QA’s Catalyst for Change - Service Delivery Redesign (SDR) - Piloted in November 2009 - Fully implemented in November 2010 - Caseload challenges - Staffing challenges - Shared Workload Model - Implemented in July 2013

3. From Then to Now Then - Local Review Process - Application - Recertification - 9-12 Site Visits Annually Now - Statewide Review Process - Application - Recertification - Document Management - Live Telephone Contact - 29 Site Visits Annually

4. SNAP in Washington State

5. 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

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

7. 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

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

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

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

11. Statewide Community Services Office Map

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

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

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

15. 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

16. Monica Medalen Management Evaluation Program Coordinator Monica.Medalen@dshs.wa.gov Maria Thompson Management Evaluation Administrator Maria.Thompson@dshs.wa.gov Contact Information