1. CKF Process Improvement Collaborative
Learning Session One
December 10 – 12, 2003

2. Pennsylvania Story Board
Goal: Improve enrollment and renewal rates
Strategy #1 :Offer over the phone enrollment through the State’s KIDS helpline
Connect Helpline to Power User version of COMPASS
Ask callers if they’d like to apply over the phone when they call
Provide envelopes for signature and income verification
Allow call back to ascertain satisfaction, enrollment, utilization?

3. Pennsylvania Story Board
Goal: Improve enrollment and renewal rates
Strategy #1 :Offer over the phone enrollment through the State’s KIDS helpline
Further improvements
Promote over the phone option
Retrospective verification of income
Allow e-signature
Track changes in rate of enrollment

4. Pennsylvania Story Board
Goal: Improve enrollment and renewal rates
Strategy #2 :Offer over the phone renewal through the State’s KIDS helpline
Following addition of renewal to COMPASS in June 2004
Provide option to renew over the phone in renewal notice
Literacy appropriate notices
Promote over the phone renewal through notices, contractors, COMPASS web site, providers offices, CBOs

5. Pennsylvania Story Board
Goal: Improve enrollment and renewal rates
Strategy #2 :Offer over the phone renewal through the State’s KIDS helpline
Expand over the phone renewal to CHIP contractors
Investigate modality: through their enrollment process or through COMPASS
Address movement between programs