DSHS Client Counts* Economic Services Medical Assistance Mental Health Alcohol & Substance Aging and Adult Services Developmental Disabilities Vocational Rehabilitation Juvenile Rehabilitation Washingtons Department of Social & Health Services Over 18,000 employees $21.3 billion biennial budget (35% of the States total budget) Over 2 million clients – 1 out of every 4 Washington residents *2008 Data
Document Management System Eligibility Determination System Case Management Client Interfaces Call Centers (SW Virtual) Benefit Portal (online app.) Answer Phone IVR (client info) Client check-in
Inconsistent practices Culture of local office autonomy – Our office is different! Caseload assignment model Excessive policies/ procedures Increased time a family waits for benefits High case re-work Staff burn-out and frustration Decreased staff morale High risk for penaltiesIMPACTS
Reduced interview wait times Reduced average days to process Increased Accuracy Same day benefit determinations
Ability to monitor operations in real-time. Ability to better manage work flow. Data driven decisions. Staff actively involved in ongoing process improvements – Kaizen!
New waivers to support business re-engineering: Face-to-face interview waiver Interview scheduling waiver Already in place: Categorical eligibility Simplified reporting Verify HH composition only when questionable and not verify shelter Standard utility allowance (low income heating & energy assistance program – LIHEAP)
Leadership Commitment Strong project management Actively engaged staff at all levels Involved customers and advocates Design teams comprised of local office staff
AREABENEFITS Online Application110+ FTE capacity Same Day Service250+ FTE capacity Managing Client Flow (Triage)Faster processing times; Less client wait times Managing Case Flow Reduced Processing Times Standards140+ FTE capacity Statewide call center Economies of scale
We never could have kept up with the increased workload. Standards help us know exactly what other offices are doing so we can respond to clients better. Everything is measured so you know exactly where you are.
Your operations are different… Laws Policies Technology Standards But our core processes (intake, verifications, and maintenance) are the same!