1. Work Support Strategy County Leadership Call and Webinar May 13, 2014 www.pcghumanservices.com

2. Agenda Updates Year 2 Accomplishments Year 3 Planning Activities Sustainability County Query 2

3. Updates: Meetings 3 Regional Meetings Eastern: May 29-30, Atlantic Beach Western: Aug. 7-8, Asheville Central: Aug. 28-29 Please let us know you are coming (email Judy, Erin, or Shannon) Regional Directors’ Discussion: Staffing, Classifications, and How We Think About Leadworkers and Clerical Staff. Social Services Institute October 22-24, 2014; Hickory What special sessions would you like to see at the SSI? (ie, bring back Idaho!)

4. Updates: Professional Development Webinars of Interest: Mathematica Issue Forum: The Growing Demand for Rapid-Cycle Assessment: What Works Best and When? Date: Wednesday, May 21, 2014 Time: 12:00-1:30 ET Description: Pressure to improve program performance and accountability while dealing with limited resources has led to a growing demand for rapid-cycle assessment. However, researchers conducting such assessments face a unique set of challenges that may affect their ability to evaluate programs effectively and objectively. This forum will examine several approaches to rigorous rapid-cycle assessment. Our panel of experts will discuss the opportunities associated with this type of assessment as well as the challenges, particularly when assessing interventions that may not show immediate results. Register HereHere 4

5. WSS Year 2 Updates 2013 and 2014 Leadership Summits Social Service Institute (SSI) breakout sessions Regional Directors Meetings County Champion Webinars NCWSS.com Updates County Self-Assessment Final Report Integrated Manual Integrated Application County Innovations Document Relationship Development State-county communication 5

6. Leadership Summits and SSI Leadership Summits 2013 and 2014 focused on: Collaborative leadership Change Management Integrated Service Delivery NC FAST 2013 Social Service Institute Included WSS County Champion Idaho Pre-Session Universal Worker Managing during transition EPass and Expedites 6

7. WSS County Champions Regional Directors Meetings WSS Breakout Sessions featuring discussions on universal workers, lead workers, integrated service delivery, triage, supervisors, lead workers, clerical roles in NC FAST and workflow management Monthly County Champion Calls Regular meetings including discussions, county queries, updates and topics including: Task management Triage Innovations in counties Computer application centers Professional development Top areas of waste Supervisors 7

8. Self-Assessment An online assessment designed to help counties determine, strengths, weaknesses and areas of need to ensure a successful implementation of WSS and NC FAST. Final Report published online in Fall, 2013. Aggregate results across all 72 responding counties. 8

9. Integrated Application 9 Collaborative effort between multiple DHHS agencies to develop an integrated application for Economic Benefits Design is easy to read and uses symbols for programs Programs include Food and Nutrition Services Medicaid Refugee Medical Assistance NC Health Choice Special Assistance Subsidized Child Care Updates: NC’s Integrated Application is awaiting approval from CMS and USDA.

10. Integrated Policy Manual Will include all manuals, integrated into a single manual: FNS, MA, WF, Subsidy, SA, Energy Income section – released July, 2013 Resources section – expected Summer/Fall 2014 10

11. www.ncwss.com 11

12. County Innovations Document A compilation of county submitted innovative practices with descriptions and contact information. Topics Covered: Triage Task Management Computer Intake Centers Churn 12

13. Relationship Development 13 WSS Leadership Team WSS Committee Policy Governance Board

14. State-County Communication Operational Readiness Workshops Covered NC FAST updates, workflow management topics, universal worker idea Leadership Summit 2013 and 2014 Focused on communications 2014 included state county networking session Social Service Institute WSS provided several breakout sessions Idaho visitors Policy Review Subcommittee Continued county input on policy 14

15. WSS Y3 Priorities 15 1. Provide Streamlined, Integrated Support to Counties 2. Support Advancement of Ongoing Staff Development Efforts 3. Create and Nurture Continuous Quality Improvement Activities 4. Strengthen Integrated Policy Infrastructure 5. RE-Engage Counties to Help Them Refocus on WSS Tenets 6. Build a Culture of Data-Drive Decision-Making

16. Priority 1: Provide Streamlined, Integrated Support to Counties 16 Operational Support Team 25 positions identified, to date Could expand to 30 positions in future 3 multidisciplinary teams Child Care Energy Food & Nutrition Services Medicaid Special Assistance Work First

18. Operational Support Team 1 supervisor on board 14 consultants on board 2 supervisor and 8 consultant positions will be posted Team met last week Some degree of county presence beginning July 2014

19. Operational Support Team Team Training Will receive training before beginning work with counties NC FAST, facilitation, coaching, change management, business process

20. Priority 2: Support Advancement of Ongoing Staff Development Efforts 1.Conduct a needs assessment for training in the county 2.Inventory past staff development work 3.Develop workgroup that includes key OST staff and county staff, policy representatives 4.Adequate training for those in leadership positions 5.Define a curriculum, special emphasis on supervisory training 6.Train! Train! 7.Refresh 20

21. Priority 3: Create and Nurture Continuous Quality Improvement Activities Develop Continuous Quality Improvement supports Assess current CQI efforts Develop change management tools utilizing national best practices around data in Human Services 21

22. Priority 4: Strengthen Integrated Policy Infrastructure 22 As counties move toward program integration, there continues to be a high demand for policy simplification and integration. While the WSS policy groups have been laying the foundation for streamlining with policy alignment changes and the consolidation of policy manuals, WSS has identified the need to increase the speed, impact, and breadth of policy streamlining work. Our tasks for Year 3 are below: TaskStart Core Activities and Deliverables Finalize permanent location for Integrated Manual on FAST HELP7/1/2013Final URL Complete Resources section of Integrated Manual7/1/2013Resources section Develop workplan to complete additional sections of the IM1/1/2015Prioritization List Align common forms across programs1/1/2015Aligned Forms

23. Priority 5: Reengage Counties to Help them Refocus on WSS Tenets Regardless of what we call it, the tenets still hold true! Continue to provide a way to engage local staff and encourage counties to take ownership of operationalization Families will tell their story once and receive the services they need Every touch matters! 23 TaskStartCore Activities and Deliverables Find and implement quick wins6/1/2014 Communicating these “wins” to counties Organize workshops to focus on reinvestment, WSS tenets, client orientation for counties 9/1/2014 Development of workshops and presentations Empower counties through state support/communications 6/1/2014Develop a communications strategy Continue coordination of efforts with NC FAST so we are delivering the same message to counties 4/1/2014 Actively hold WSS/NCF Joint Planning Committee Meetings Leverage OST on work that relates to action areas, such as data and staff development, to support WSS 4/1/2014 OST Workplan components on communication

24. Priority 6: Build a Culture of Data Driven Decision Making Lean heavily on NC FAST for the continued development of reporting Focus on WSS data needs Emphasize on Churn 24

25. Sustainability 25

26. County Query Who HAS and IS USING kiosks or computers in their lobby still? 26

27. Discussion/Questions 27

28. Contact Sheet Judy Lawrence DHHS Project Manager Judy.lawrence@dhhs.nc.gov (336) 227-2063 Erin Henderlight PCG Project Manager ehenderlight@pcgus.com (828) 214-3614 28

29. 29 Public Consulting Group, Inc. 148 State Street, Tenth Floor, Boston, Massachusetts 02109 (617) 426-2026, www.publicconsultinggroup.comwww.publicconsultinggroup.com