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1 North Carolina Department of Health & Human Services 1 NC FAST Implementation Update March, 2014.

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Presentation on theme: "1 North Carolina Department of Health & Human Services 1 NC FAST Implementation Update March, 2014."— Presentation transcript:

1 1 North Carolina Department of Health & Human Services 1 NC FAST Implementation Update March, 2014

2 2 Agenda Current Implementation Status NC FAST Project Timeline Implementation Facts Project Rollout Updates P2&6 P7 P3 Project Improvement Efforts County Readiness County Takeaways Questions

3 3 North Carolina Department of Health & Human Services 3 Current Implementation Status

4 44 NC FAST Project Timeline Fall 2013 Winter 2014 Summer 2014 Fall 2014 Winter 2015 Fall 2015 P1 Operations and Maintenance Winter 2016 P2&6 P7 Schedule Subject to Change Pilot County Hard Launch Hard Launch (non-Pilots) Oct 1 ACA Milestone Jan 1 ACA Milestone Continued Functionality Releases

5 5 All 100 counties have been processing all FNS applications and recertifications in NC FAST for over a year Approximately $200 million worth of FNS benefits continue to be issued out of NC FAST each month 4 Pilots have been converted out of EIS for the majority of case types Functionality to meet Medicaid requirements brought forth by the Affordable Care Act was implemented on October 1 st, Additional required functionality was implemented on January 1 st, 2014 Ability to accept MA applications via ePASS was enabled The Federally Facilitated Marketplace (FFM) was turned on, resulting in nearly 70,000 applications for 100,000 individuals being sent to North Carolina for processing Over 150 OSS staff members were hired, trained and deployed to the counties to assist with troubleshooting, case processing and other activities as needed Counties processed over 18,000 FNS applications and recertifications over a 3-4 week period in January/February Implementation Facts

6 6 P2&6 The rollout of P2&6 is significantly influenced by ongoing work on P7 Non-MAGI based MA applications and recertifications should be completed in EIS for non-Pilot counties All new WF applications are processed in NC FAST to avoid the automatic creation of an associated MA case in EIS given that the automatically created case in EIS may actually need to be MAGI based and thus entered in NC FAST SA and RA transactions are still completed in EIS Further Hard Launch conversions from EIS have been postponed until July 2014, at which point groups of counties will have active cases and their history converted out of EIS into NC FAST The current plan is to complete a statewide Hard Launch conversion from EIS into NC FAST over a 4 month period beginning in July and concluding in October Counties will be heavily involved in planning for this Hard Launch Project Rollout Updates

7 7 P7 All F&C Medicaid Applications should be entered into NC FAST using the Streamlined (aka MAGI) Application F&C reviews should be conducted by following the Administrative Recertification process A waiver of the requirement to process F&C Medicaid reviews using MAGI rules is being sought from CMS; if approved, this will allow counties to complete these review in EIS under traditional rules. Pilot counties will complete the reviews in P2&6. Functionality to support MAGI-based Medicaid applications for newborn, emergency and retroactive cases is under development Additional functionality, such as, MAGI replacement card issuance, MAGI recertifications, MAGI change in circumstance are all under development and will be released soon Project Rollout Updates

8 8 P3 Initial planning & assessment began during the fall of 2013 Tentatively planned for Pilot by end of December 2015 Replacing legacy systems of Child Placement and Payment System (CPPS), Central Registry Child Abuse and Neglect (CRCAN), Central Registry Fatalities (FAT), Multiple Response System (MRS), Adoption Index Management System (AIMS), Foster Care Facility Licensing System (FCFLS), Interstate Compact for the Placement of Children (ICPC) Project Rollout Updates

9 9 North Carolina Department of Health & Human Services 9 Project Improvement Efforts

10 10 Leveraging Pilot Counties & User Groups NC FAST will be working with the Pilot Counties to form a Pilot User group including experienced NC FAST users to help inform business and system decisions moving forward Two urban counties will also be asked to participate in this initiative to ensure a global perspective regarding county size and complexity is taken into account Formation of this group will provide new ways of incorporating county feedback into decisions and ensuring that feedback is shared among DHHS, NC FAST and the 100 Counties NC FASTDHHS Leadership Sponsors Counties Conference Calls County Champion/OSS Enhance communications, sponsorship and change activities as needed based on feedback Provide Feedback User Groups Inform a Variety of Parties

11 11 Improving Communications Regularly scheduled County Director/NC FAST/DHHS conference calls Color coded messages related to the urgency of the issue/content Weekly communication summary s contain the pertinent information distributed throughout the week as well as logistics for upcoming County Champion and County Director Calls NC FAST is continually working to improve communications – feedback, ideas or suggestions are always welcome

12 12 Daily Application and Recert Reports New Pending Application and Recertification Reports are being produced each day and provided to counties via FAST Help and .

13 13 Help Desk Ticket Backlog Reduction Actions to Address Backlog: Co-locating all resources working on Help Desk tickets Implementing IVR updates on 3/21 Enhancing ticket software - Remedy Integrating Pilot triage resources with the Help Desk team Deploying select FFM OSS resources to Help Desk Implemented new agent performance measurement Delivered MAGI training to Help Desk Medicaid team resources Making Cúram Design Specialists available to agents to assist with ticket resolution

14 14 FFM Application Screening and OSS As of 3/20, OSS personnel have screened 44,804 FFM applications OSS personnel are being redeployed to the Help Desk as well as to counties to assist with troubleshooting and case processing as the work screening FFM applications winds down

15 15 Initiation of Trainer Virtual Office Hours NC FAST has begun offering Trainer Virtual Office Hours from 8:30 – 4:30, M-F Trainers can assist with answering questions and providing resources for county personnel to reference in order to complete their work The link to access the Trainer Virtual Office Hours can be found in FAST Help using the navigation as shown below: P2 and 6 Training Trainer Virtual Office Hours

16 16 Training Troubleshooting Videos The NC FAST Training Team has begun producing short videos on troubleshooting within NC FAST in FAST Help. These can be accessed using the following path: P2 and 6 Training Weekly Troubleshooting Tip

17 17 Help Desk Troubleshooting Tips The NC FAST Help Desk has begun publishing additional troubleshooting tips in FAST Help. These can be accessed using the following path: Help Desk Troubleshooting Tips

18 18 North Carolina Department of Health & Human Services 18 County Readiness

19 19 County Readiness Liaisons Leslie JonesCrystal Dula Leslie Jones and Crystal Dula have been members of the County Readiness Team since the fall of They have assisted with OSS onboarding/training, OSS troubleshooting, FNS processing and FFM application screening. Beginning in April 2014, Leslie and Crystal will transition to become the Readiness Liaisons for the counties previously supported by Laura Lewis and Bonnie Bell.

20 20 North Carolina Department of Health & Human Services 20 County Takeaways

21 21 County Takeaways Takeaways: Share the information you have learned during the Leadership Summit with your colleagues in your county Ensure all F&C applications are entered using the Streamlined (MAGI) Application in NC FAST Ensure that all NC FAST communications are distributed throughout your agency, hold staff meetings if necessary Confirm that your designated point(s) of contact are including all troubleshooting steps taken on cases when submitting Help Desk tickets Prepare for Hard Launch – July will be here before we know it Continue working the Daily Application and Recertification Reports

22 22 Questions? Thank You

23 23 Thank You Thank you for participating today.


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