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

2.  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

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

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

5. Supportive Environment for Telework Executive Order Telework Whereas…..

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

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

8. Productivity Snapshot Avg. Call/Hr. Comparison Telework Non- Telework 5.24.1 Eligibility Interviews for Renewals (Blue Q) 6.35.4 Case Changes and Complex Questions (Grey Q) 3.52.9Initial Eligibility Interviews (Green Q) 6.24.7 Childcare Program—interviews and all other questions/changes (Purple Q) 19.921.3Triage/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

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

10. Washington State - Teleworking Questions? Contact: Ronnie Sue Johnson JohnsRS@dshs.wa.gov