Placer County Human Services October 1, 2013 Improving Program Performance, Processes and Service to our Community

Placer County Population: 352,380 (07/ % increase since 2001) Education: High School graduationPlacer = 86% vs. CA = 74% Bachelor’s Degree Placer = 34% vs. CA = 30% Non-English in homePlacer = 14% vs. CA = 43% Economics HomeownershipPlacer = 73% vs. CA= 57% Median Income Placer = $74,447 vs. CA = $60,883 Children in PovertyPlacer = 11% vs. CA = 22% (Placer= #2 in state) Unemployment RatePlacer = 8.8% (09/12) vs. CA = 9.7% Health Indicators (MATCH Report) Health OutcomesRank 4 Health FactorsRank 2 Health BehaviorsRank 4 Clinical CareRank 2 Social& Economic FactorsRank 2

Service Improvement Initiatives Same Day CalFresh application processing Targeted outreach to seniors and employers Partner with local organizations; county PCs for access to online applications BCW Unit – on line applications for CalFresh, CalWORKs and Medi-Cal Document Imaging Completed in 8 months; implemented auto indexing Lobby Visitor Experience Management Lobby greeter – immediate assistance; divert to lobby phones and PCs for call center and online applications Kiosk – changed language used; benchmarked wait time to 20 minutes Service Center Task based approach to ongoing benefits applications and maintenance Call Center – all programs; applications and current recipients Queue number and ETA; call back option; Chat function TBD Real time tracking of service levels

Service Center Technology Task Management Document Imaging: SIRE TMT (Task Management Tool) Currently using a version of Tulare County’s software product with upgrades In development K2 Black Pearl CalWIN and SIRE load tasks automatically into TMT by 4:00 AM every day Lobby Management Lobby Greeter to assist; can accept paperwork drop off and issue needed forms Kiosk for checking and drop off Phones to call center instead of waiting PCs with access to Benefits CalWIN to apply on line instead of waiting Program Specialist in Lobby for “Drop In” needs of existing recipients Call Management (Call Center) TFB (Technology for Business) IVR ETA/Queue Position Announcement Automated Callback Feature Future addition of queued chat/ DVS – Call and Screen Recording tool for QA

Call Center Staffing Call Center staff are assigned to specific programs based on their area of expertise. All phone staff receive both intake and continuing client calls. Have staff 100% dedicated to phones; with back up from case maintenance staff Needed staffing determined by Erlang Calculation. Calculate the number of agents required to reach an agreed service level: 0.00 Incoming call rate calls per half hour Average call duration seconds Required service level 80.0% Probability of target answer time Target answer time 60 seconds Traffic Intensity (Erlang) 0 Number of Agents required 0

Task Management - TMT No longer have 100 individual staff caseloads; 24 caseloads determined by program, function and language. For example: CFIE = CalFresh – Intake- English Task distribution managed by CalWIN caseload assignment Application and RRR tasks are held by the assigned worker until the process is completed Associated tasks are auto-assigned to the worker with the open Application or RRR task. Non-associated tasks are assigned on a rotational basis Call Center staff pull and work tasks associated with calls as needed

Call Center Hardware NEC SV8500 VOIP PBX NEC Automated Call Distribution (ACD) Technology for Business (TFB) IVR; 48 port Windows 2003 Servicer for CTI. Used in Placer County since 2001, current server installed in HP Proliant Server for Media Server (ACD Reports) DVS Analytics, 40-port Encore Small Business System Platform; Call Recording System CalWIN ACCESS IVR, which integrates with the IVR/ACD There are 2 T-1s for Human Services calls, with a total of 48 channels All hardware except the DVS server and the Call Center extensions reside in Auburn.

Service Center Performance Goals

Call Center Performance Standards Average Speed to Answer < 60 seconds Grade of Service >80% 80% of all calls answered in 60 seconds or less Abandon Rate <5% Average Handle Time < 15 minutes Talk Time < 5 minutes After Call Work Time < 10 minutes

TFB : A Supervisor’s view

Call Center: 12% of callers are applying for assistance Offer caller choice: Direct to BCW or will mail application Will complete initial paperwork and schedule phone interview Have recording of verbal consent BenefitsCalWIN: On line applications Offer phone or face to face interview – 65% chose phone Scan and , fax or smartphone photo signature page Walk Ins Choice of face to face or phone interview; lobby access to BCW Accessing Assistance

Applications up 14% Lobby visits down 26% Average speed to answer calls = 32 seconds Timeliness up overall to 94%; for BCW at 96% CalFresh eligibles up from 42% to 62% Public satisfaction ratings: 96% - courteous staff; 93% handled issue; 91% answered call on first try Impact