1 collabor8 a pilot project testing efficiencies in eligibility determination concept to...
TRANSCRIPT
1
Collabor8
A Pilot Project Testing Efficiencies in Eligibility Determination
Concept to Implementation
& Beyond
Ohio County Partners: Wood, Sandusky, Hancock,Marion, Morrow, Delaware,and Knox
ICSM Annual Conference - 2013
2
Nationally RecognizedCollabor8 Wins
NACO2012 Achievement
Award
2012 Best of Category in
Human Services
ICSM Annual Conference - 2013
3
History In June of 2010, Wood County JFS developed
the initial concept which envisioned virtual linkage of agencies.
August 2010 – Six partner counties joined and ODJFS agreed to participate.
The project went live in February of 2012 and continues in operation.
ICSM Annual Conference - 2013
Collabor8 Pilot County Stats
4ICSM Annual Conference - 2013
In 2010, the seven Collabor8 Counties had a total population of 597,677.
Active client load is approximately 150,000.
Collabor8 would be the fourth largest metro in Ohio.
Increase case worker efficiency
Upgrade client handling capacity without adding large amounts of additional staff
Enhance access to services for applicants with barriers
5ICSM Annual Conference - 2013
C8 Business Drivers
Primary Tech Investments
6ICSM Annual Conference - 2013
Expanded data lines
New telephony systems
Centralized document imaging systems
Customized workflow
Virtual Call Center Design
Client Calls 855 #
Call transferred through state data lines
Call rings at a designated Call Center VoIP
Case Worker conducts phone interview
Caller hears menu
Case Worker uses unified imaging/workflow system to process docs and track case status
7ICSM Annual Conference - 2013
8
Collabor8 Partnered with BGSU to Develop a Quality Control Tool Set
ICSM Annual Conference - 2013
Quality control reviews determine errors created in cases.
10% of all cases are reviewed each month.
Quality control stats are distributed monthly, including QC tools like pareto charting and regression analysis.
Implementation- Lessons Learned
9ICSM Annual Conference - 2013
Staffing levels are tricky to estimate.
Changes in client flow and staff turnover require flexibility.
Collaborating can involve merging very different corporate cultures.
10
Daily Process
Calls are distributed randomly amongst agents.
Eligibility Workers are grouped together in units called “Management Banks.”
Customer Service Workers answer routine questions to allow Eligibility Workers to focus on eligibility interviews.
Managers monitor call activity in real time.
ICSM Annual Conference - 2013
15,000
20,000
25,000
30,000
35,000
40,000
19,652
23,345
26,943
36,556
32,742
33,615
38,035
27,095
28,353 28,511
20,029
30,071
21,918
Total Number of Calls by Month
ICSM Annual Conference - 2013
Food Stamps Medicaid OWF65%
70%
75%
80%
85%
90%
95%
81%
75%76%
90%
83%
88%
Metros
Collabor8
Timeliness Percentage Comparison- CY 2012
ICSM Annual Conference - 2013
ROI
13ICSM Annual Conference - 2013
ROI has been very hard to calculate due to a large shift in caseloads.
C8 estimates that 12 less workers were needed during the first nine months.
The unified document imaging system should save C8 approximately $200,000 in 2014.
Redundancy gains have not been calculated.
Cost Summary for Collabor8
14ICSM Annual Conference - 2013
Annual cost of operation in 2012 was $161,262.88.
Most of this cost was data lines and phone charges.
A call center manager was added in 2012.
Staffing levels are on the rise due to ACA considerations and recession effects.
15
Operational challenges moving forward
Separation of Medicaid from ODJFS and ACA related changes
Reduced funding, recession effects, and caseload increases
ICSM Annual Conference - 2013
16
ACA Implications
Increases in Medicaid clients will drive workflow design.
Simplification alters technology needs.
Politics and rapid deployment of new systems creates complexity.
ICSM Annual Conference - 2013
17
Next Steps
Migrate remaining imaging systems to central server
Important to add Integrated Voice Response
Real time data verification
ICSM Annual Conference - 2013
18
Thank You…
Dave Wigent, DirectorWood County Job & Family [email protected]
ICSM Annual Conference - 2013