ACCESS Florida & Community Partnerships

1. ACCESS Florida & Community Partnerships Public Forum for Local Partners (insert date of forum) Jeb Bush Governor Lucy D. Hadi Secretary

2. Program Information DCF Zone Demographics ACCESS Florida Background The Old & New Public Assistance Business Model DCF and Community Partner Roles Partnership Agreements Questions Agenda

3. What is Economic Self Sufficiency (ESS)? • DCF program responsible for public assistance eligibility determinations: • Food Stamps • Temporary Cash Assistance • Medicaid • Refugee Assistance

4. ACCESS Florida Automated Community Connection to Economic Self Sufficiency ACCESS Florida is the ESS project to implement a modernized business model for public assistance service delivery. The goal is a more responsive and cost effective model for delivering public assistance services in Florida using: Enhanced technology, Streamlined eligibility processes, and Community partnerships. What is ACCESS Florida?

5. Counties in Zone Dade Monroe Clients Served: 463,715 Caseload Food Stamp households: 174,406 TANF families: 11,511 Medicaid clients: 261,700 Source: ESS Data & Reports as of 3/05 Miami Zone Demographics

6. Old Services only available at ESS offices. Long waits for customers in crowded offices. Lengthy interview with ESS worker completing data entry. Mountains of files and paper-intensive process for customers and staff. New Services available at many community access points – DCF and community partner sites. Fast, convenient service in community settings. Assisted customer self-service available by phone or internet. Paperless environment using digital document management. Comparison of Old System and Modernized System

7. Medicaid EBT Eligibility Model before Modernization DCF Food Stamps, Medicaid, TANF (AFDC) Return for appointment Interview via FLORIDA System

8. Community Partnership Model Customer Access Opportunities Front End Services Community Partners DCF Customer Service Centers or Satellite Offices Customer Call Center for Information Back-end Support Services Core Eligibility Services CustomerService Center“back office” • Enhanced Technology • Automated ACCESS Information Line system • Web Application • Document Management • Virtual case records and verification document • Scanning and indexing • Centralized Mail Centers • Case Maintenance Center • Customer Call Center for changes • Front-End Fraud • KidCare/Silver Saver Processing Centers  Eligibility functions are being delivered by agency staff. Back-end support services provide some opportunities for outsourcing.

9. Technology & the Modernized Model • The Department is implementing efficiencies using the following technologies: • Automated ACCESS Information Line: Provides automated phone service for customers, including benefit information and case status. • Note: Future enhancements will allow customers to complete some eligibility actions using the Automated ACCESS Information Line service. • Web Application – Customers are able to apply using the internet www.myflorida.com/accessflorida • Improved Document Management of case file information using digital scanning technology.

10. t t    • DCF Customer Call Centers • Jacksonville • Tampa • Miami  ACCESS Florida Customer Call Centers (CCC) & Automated ACCESS Information Line J North Florida Automated ACCESS Information Line: 03/21/05 Central Florida Automated ACCESS Information Line: 4/29/05 r e South Florida Automated ACCESS Information Line: 4/15/05

11. CommunityPartners Customer Call Center Multiple Access Opportunities Internet Web Application Fax • Community Partnerships offer a significant opportunity to enhance service delivery; however, the following access options will remain: • DCF Offices configured as Customer Service Centers / Satellite Offices • Customer Call Centers / Automated ACCESS Information Line system • Web Application • Application Mail-Ins • The number of DCF storefronts will be dependent upon: • Scope of the Community Partnership, and • The number of complex cases with hard-to-serve customers. Automated ACCESS Information Line DCF Customer Service Centers(Satellite Offices) Mail

12. Community Partners & New Terminology • Community Partner – A public or private agency that provides an access point for customers to apply for public assistance. • ACCESS Partnership Agreements – The agreement between a community partner and DCF that defines the degree of support the partner will provide in the community. • ACCESS Partnership Levels – Designation that defines the scope of service and degree of investment a partner offers in serving as an access point.

13. Workforce One Stops County Public Health Units Hospitals Food Banks Aging Resource Centers Community Centers Faith-Based Organizations Homeless Organizations Public Schools Social Services Domestic Violence Centers Libraries Independent Living Centers Establish initial network by 06/30/05 Identify partners Agree on scope of services Execute Agreements Develop implementation plans Market new model and access locations to key stakeholders Fully implement network by 12/31/05 Transition to Community Partners for “Front Door” access Offer opportunities for more robust partner services such as data collection, etc. Continue to improve and expand network Examples of Community Partners Timeline for Establishing Partnerships Partnerships & Liability • DCF remains the designated state agency to determine eligibility for program services and benefits, and retains liability associated with these functions. • Partner Agencies would be liable for accidents or injuries that occur at their site(s).

14. Other Partnership Information

15. Benefits to Community Partners • On-site application for public assistance • Improves potential that customers will complete application process. • Allows customers to seek benefits to meet more of their needs. • Social Service Agencies & Food Banks • Reduce the number of customers who return for food or other services from local agencies. • Medical Providers • Improves potential that patient will have Medicaid coverage for future medical needs. • Medicaid eligibility allows patients to see a physician for regular treatment and obtain prescribed medications. • Reduce delay in eligibility determination and allow billing to occur sooner for patients determined eligible for Medicaid.

16. What Partners Can Expect from DCF • Continued Safety Net in the community via ESS storefront operations; • A Partnership Agreement that will allow the partner to specify scope of services to be provided at the partner’s site(s); • Information on current and potential number of mutual ESS customers; • Training – initial and ongoing; • Program support; • Direct or Indirect funding if agreed to in the partnership agreement; • Marketing and communication efforts to educate customers; • Customer feedback; and • Single point of contact for ongoing communication and issue resolution. • (if there is an e-mail account established by zone/district to receive partner communications insert here; or name and/or phone number of contact)

17. What is Expected from Voluntary Community Partners • Partners will designate a level of service they are comfortable providing. • Partners will provide services as agreed upon in Partnership Agreement. • Partners will safeguard customer information. • Partners will take advantage of training initiatives. • Partners will work with DCF to identify opportunities for service quality improvement. • Partners will use funding/resources as agreed to in the Partnership Agreement. • Partners will designate a point of contact for DCF.

18. Community Partners are not required to: • “Advertise” to the general community as a site for public assistance applications. • Determine eligibility for public assistance. • Screen public assistance applicants for potential eligibility. • The partner only acts to assist the customer in submitting their application to the Department.

19. Partner Level Paper application pick-up point Bronze Level – Partner Level plus Access to computers to apply for assistance on-line Access to telephone to call DCF Customer Call Center / Automated ACCESS Information Line (1-866-76-ACCESS or 1-866-762-2237) SilverLevel – BronzeLevel plus Paper application drop-off point Access to printer to print application summary from web application Verify identity of applicant GoldLevel – SilverLevel plus Access to fax machine to fax DCF application and/or other required documentation Access to copy machine to copy required documentation for DCF Provide general assistance in explaining the application process Community Partner ACCESS LevelsLevel is designated in each Partnership Agreement

20. Questions