Breakout Session #1 - SNAP Quality Control System - An A-Z Case Review 1:30

Breakout Session - 1:30 pm

SNAP Quality Control System, An A-Z Case Review 

Billie Roye and Darrell French, FNS

If States have any issues with FNS-QCS system, please report them to system support.

Presentation was opportunity to see the FNS-QCS system "in action".

Input problems were initially discussed.

FNS in not mandating FNS-QCS yet.  Plans are in place to integrate other State QC systems and allow upload 380, 380-1 and 245 from existing State QC systems.

Using variable input scheme, upload will become more flexible.  Order will not be important so long as there are stagnant labels preceding the data. 

Regarding changing dispositions, after original transmission, you have 10 days to make change to data.  After case is subject to sub-sample selection, the case can have disposition change input by State.  You would then have 7 days to make necessary changes.  Manager is only person who can change the case disposition. If case is sub-sampled and re-review has been completed, only the regional FNS statistician can change the disposition.   

When uploading documents, if you put an element number in the naming sequence, FNS-QCS will upload the document to that identified element. example Review 111111_311_wages.pdf will upload under the 311 element.

Comment from NC:  Due to performance issues, participating states have been asked to upload 1 file only rather than break complete files into element pieces.

If using Adobe Pro and individual documents are labeled with an element number, the system will "read" the element number and automatically attach it to the designated element.  

Discussion regarding timing out  and saving data.  If system times out, any working non-committed data is lost.  FNS will be addressing.  

For California, FNS has approved allowing full state sample to be loaded into FNS-QCS.  Will use code 3 in element 11 - Case classification.     

GENERAL SESSION - Modern Way to Work with Customers

GENERAL SESSION - 10:30

Modern Ways to Work With Customers

Gary Glickman, Accenture

Dawn Myers, Oregon Dept of Human Services

Leslie Henderson, Utah Dept of Workplace Services

Howard Hendrick, Accenture

Six Sigma - 7 types of waste in organizations

Is face-to-face interviews requirement in SNAP necessary?  National policy question currently.  FNS recently allowed opportunity to Oregon and Utah to evaluate the impact and value of face-to-face interview.  Results of pilots are now being analyzed. 

Leslie - PowerPoint: Utah's Modern Process

Workers are housed in call centers, offices and telecommute. QC is paperless.

Call centers have VRU with 24 hr service. Can also utilize callback feature.

Utah asked for flexibility to make decision when interview is required.  Pilot in involved 20% of caseload.  TANF required client compliance with specific interviews. 

SNAP expedite rose by 2.7%  denials and closures did not increase.  Challenges for workers were incomplete applications and being unable to clarify circumstances.

No major findings in study.  Plans to apply for permanent waiver.  

Dawn - PowerPoint:  No Interview Waiver

Sept '12 through Nov '13 

20% of caseload in 5 counties with 250 QC reviews pre and post implementation. 

65% same day processing currently.  

Challenges included change management, data collection, EBT cards, communication with clients, incomplete applications, specific populations - students and mandatory adults.

 

Utah has very old eligibility system and was limiting in extraction of data necessary to track results.  EBT cards were not mailed prior to pilot.  Now has mail issuance process.  

Successes:  customers were pleased with process, eliminated time associated with no shows, no increase in denials, processing centers, improved efficiencies, recertifications, staff, accuracy improved through process. Staff knew areas of concern and could contact when there were discrepancies.

Howard - How is evidence used in policy decisions?  There is reluctance to make major process decisions.   In general, States need more flexibility in making interview processing decisions.

Systems were required to remain static during test period (no policy or system changes were allowed)  Participating States had to maintain lots of extra data.

Q:  Where error prone areas identified?  A:  Not identified just issues with TANF program individuals.  Due to randomization requirement for participating applications, they could not "profile" cases selected.

Q:  What about rights and responsibilities?  A:  Provided in writing.  (Discussion about effectiveness of explanations in writing and need to have discussions with clients about responsibilities and program rules.)

Q:  Changes in accuracy rate?  A:  Dawn:  250 cases or close to 300, reduction in errors - EWs were focused and knew when to ask clients for clarifications.  Leslie - in Utah, saw improvement in timeliness.  EWs would ask 3rd parties directly.

Q:  with technology advances, is this a first step in modernizing SNAP application process?  A: Dawn - can process cases more efficiently.  40% of clients apply on-line with no interface functions (has to be keyed into system)  Leslie - In Utah, applications do interface and some interfaces are auto populated into system.  WorkNumber is not presently.

Q:  Is there consideration for elimination of QC face-to-face interviews?  A:  FNS - allow telephone interviews and video interviews.

OPENING SESSION - TUESDAY AUGUST 11TH AT 8:30 AM

Opening session 8/11/15

Keynote Bobby Cagle - Director of Georgia Division of Family and Children Services

Listen to people we work for, listen to people who work for us and listen to the community.  

Georgia moved from caseload management to process management in January 2014 due to 70% increase in caseloads and 22% decrease in staff.  Budget required extreme cuts.  At one point, agencies had employees on 4 days per month furloughs.

Georgia One - focused on electronic applications 

However technology was not in place to support the vision.  They had multiple problems primarily because they did not listen to the users.  Processes ended up more complex than expected and extremely error prone.  As result the SNAP timeliness and error rates suffered.

Currently has a Blueprint for Change in place.  Includes practice model, robust workforce development and sustainability 

New practice model - one caseworker, one family.  local service, accountability for entire case, geographic supervision, caseloads reestablished and balanced throughout state, increased access at local office, more customer service focused.  

Workforce development - includes building of career ladder opportunities, more flexibility in work schedules, training moved from computer based opportunities to classroom, mentoring plans for trainees.  Currently has 30% turnover rate.

Moving to new integrated computer system - Georgia Gateway -will have QC component built into it.   Plans to go live in 2016.

Safety net programs are critical.  They prevent families from getting into child welfare situations.  

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