1. 1 Collabor8 A Pilot Project Testing Efficiencies in Eligibility Determination Concept to Implementation & Beyond Ohio County Partners: Wood, Sandusky, Hancock, Marion, Morrow, Delaware, and Knox ICSM Annual Conference - 2013

2. 2 Collabor8 Wins NACO 2012 Achievement Award 2012 Best of Category in Human Services ICSM Annual Conference - 2013

3.  In June of 2010, Wood County JFS developed the initial concept which envisioned virtual linkage of agencies.  August 2010 – Six partner counties joined and ODJFS agreed to participate.  The project went live in February of 2012 and continues in operation. 3 ICSM Annual Conference - 2013

4. 4  In 2010, the seven Collabor8 Counties had a total population of 597,677.  Active client load is approximately 150,000.  Collabor8 would be the fourth largest metro in Ohio.

5.  Increase case worker efficiency  Upgrade client handling capacity without adding large amounts of additional staff  Enhance access to services for applicants with barriers 5 ICSM Annual Conference - 2013 C8 Business Drivers

6. 6 ICSM Annual Conference - 2013  Expanded data lines  New telephony systems  Centralized document imaging systems  Customized workflow

7. Virtual Call Center Design Client Calls 855 # Call transferred through state data lines Call rings at a designated Call Center VoIP Case Worker conducts phone interview Caller hears menu Case Worker uses unified imaging/workflow system to process docs and track case status 7 ICSM Annual Conference - 2013

8. 8 Collabor8 Partnered with BGSU to Develop a Quality Control Tool Set ICSM Annual Conference - 2013  Quality control reviews determine errors created in cases.  10% of all cases are reviewed each month.  Quality control stats are distributed monthly, including QC tools like pareto charting and regression analysis.

9. 9 ICSM Annual Conference - 2013  Staffing levels are tricky to estimate.  Changes in client flow and staff turnover require flexibility.  Collaborating can involve merging very different corporate cultures.

10.  Calls are distributed randomly amongst agents.  Eligibility Workers are grouped together in units called “Management Banks.”  Customer Service Workers answer routine questions to allow Eligibility Workers to focus on eligibility interviews.  Managers monitor call activity in real time. 10 ICSM Annual Conference - 2013

12. Timeliness Percentage Comparison- CY 2012 ICSM Annual Conference - 2013

13. 13 ICSM Annual Conference - 2013  ROI has been very hard to calculate due to a large shift in caseloads.  C8 estimates that 12 less workers were needed during the first nine months.  The unified document imaging system should save C8 approximately $200,000 in 2014.  Redundancy gains have not been calculated.

14. 14 ICSM Annual Conference - 2013  Annual cost of operation in 2012 was $161,262.88.  Most of this cost was data lines and phone charges.  A call center manager was added in 2012.  Staffing levels are on the rise due to ACA considerations and recession effects.

15.  Separation of Medicaid from ODJFS and ACA related changes  Reduced funding, recession effects, and caseload increases 15 ICSM Annual Conference - 2013

16.  Increases in Medicaid clients will drive workflow design.  Simplification alters technology needs.  Politics and rapid deployment of new systems creates complexity. 16 ICSM Annual Conference - 2013

17.  Migrate remaining imaging systems to central server  Important to add Integrated Voice Response  Real time data verification 17 ICSM Annual Conference - 2013

18. Dave Wigent, Director Wood County Job & Family Services 419-373-6920 wigend@odjfs.state.oh.us 18 ICSM Annual Conference - 2013