1. 1 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review DFPS Stakeholder Forum 4/23/14

2. 2 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review Agenda Introductory Remarks - DFPS Commissioner John Specia CPS Perspective – Lisa Black, Assistant Commissioner, CPS Division CPS Operational Review - John Stephen, Managing Partner, The Stephen Group Introduction of TSG team, experience and background Objectives of the assessment Assessment Focus and Overall project approach Timelines/report recommendations/Implementation plan Status of project to date Stakeholder/Public Comment

3. 3 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review Your Project Team John Stephen – Project lead, former Commissioner of NH’s Department of Health and Human Services; Assistant Commissioner of the Department of Safety; and Assistant Attorney General. Led similar projects in a number of states Will Oliver – Expertise in business process re-engineering - improved child protection and other benefits work process and sourcing strategy for six states including Florida and Indiana John Cooper – CEO of a child welfare not for profit and former Assistant Secretary of Operations for Florida CPS. Led the Florida CPS reengineering project David DeStefano – Consultant for public/private partnerships, performance based contracting, program evaluation, SACWIS, and revenue maximization Jeff Schilz – Former policy advisor and budget director to Governor Mark Sanford, SC, focusing on HHS, Social Services, and Department of Juvenile Justice Richard Kellogg – Served as Commissioner, Deputy Director, and Director of Integrated Services for the states of Virginia, Tennessee, New Hampshire and Washington – Medicaid, MH/DD/SAS, LTS, Comprehensive IVE, SE, and JJ Services

4. 4 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review Your Project Team (cont.) Martha Tuthill– Senior Consultant for Florida CPS Transformation project, assisting team with vendor management, systems support and organizational improvements, former Accenture partner Art Schnure – 17 years experience working on state government IT systems with significant experience in child welfare/TANF, leading Rhode Island HHS Health Systems Innovation Greg Moore – Served as a former state public affairs, legislative and policy director for divisions of children youth and families and juvenile justice

5. 5 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review TSG Experience Florid a Department of Children and Families –CPS Transformation Phases 1, 2, and 3 and Florida Abuse Hotline Command Center Indiana Family and Social Service Administration – Process improvement and sourcing Pennsylvania Department of Human Services – Improve child welfare documentation, eligibility, and federal claiming New Hampshire Department of Health and Human Services – Reorganization of Division of Children Youth and Families; Permanency Legislation/Adoption Initiatives South Carolina Department of Social Services – Budgeting and process improvement TSG most recent projects: Mississippi (IAPD and business case for SACWIS integration with Medicaid); Maine (best practice analysis; Florida (Benefit Recovery Assessment and Implementation)

6. 6 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review Objectives of the Assessment Identify the current process – “As Is” Build upon the best of CPS Describe the effect of “as is” challenge on clients, employees, stakeholders Identify areas where CPS can improve Determine what should be Offer recommendations as to how CPS can be managed and operated more effectively and efficiently in “to be” strategy Establish business case for change Together, create what will be

7. 7 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review Our assessment has focused on: Organization Budget Technology Personnel Development Quality Management Stakeholder, Media Communication, External Performance Measurement & Management Contracts Change Readiness Process: INV/FBSS/CVS Process: INV/FBSS/CVS Decision Making Policy/Practice

8. 8 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review Assessment Starts with Identifying Regional and State Office Process Select, notify and arrange logistics with state and local offices Create Structured Interview Guides and conduct interviews with State leadership and Regional direct care staff/supervisors and RDs Document process in focus groups – input from local staff Conduct “desk audits” to validate process and observe system use Conduct “day in the life of” ride alongs with field personnel Review and discuss performance metrics Develop findings from the various discussions Develop an overall assessment of DFPS CPS processes and internal best practices

9. 9 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review The Goal: To Design What “Should Be” Build process to achieve better safety, well being and permanency outcomes, not merely more efficient process Partner with local office CPS teams to collaborate on bottoms-up process understanding and improvement ideas Thinking strategically about how to improve process: integrating the leading thinking about transactions, sourcing, systems and communication, and metrics Build on first-hand knowledge of the relative strengths of best practices in other state CPS systems Data analysis – tie process to performance, personnel and volume data Sourcing strategy, not merely alternatives Build momentum for change during the assessment process

10. 10 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review Work Breakdown Structure: Status Facilitated Process Assessment Ride Alongs Desk Audits Frontline Survey Local Data Performance Management Decision Making Policy Review Best Practice/ Process Improvement Technology Assessment IV E Assessment Organization/ Staffing/ Vendor Mgt To Be Design Presentation Stakeholder Input Refinement Implementati on Plan Presentation Final Report Interviews “As Is”

11. 11 Proprietary and Confidential CPS Operational Review -- Kickoff To date, we have reviewed the process in 11 regions, as well as State Office process

12. 12 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review We have also… Spoken with over 250 people, including State Office staff, stakeholders, judiciary, law enforcement Studied thousands of files and reports Reviewed 800 MB of data Put together a State-wide original survey drawing 1,832 responses Reviewed 12 months of exit interviews with 664 detailed comments Conducted an IT user survey in the Regions And more……..

13. 13 Proprietary and Confidential CPS Operational Review -- Kickoff CPS Operational Review STAKEHOLDER/PUBLIC COMMENT