North Carolina Department of Health & Human Services

Minding Your Qs and Ts: Workload Management with Queues and Task Work Support Strategies 2014 Leadership Summit March 24, 2014 North Carolina Department of Health & Human Services

Presenters NC FAST Tracy Hicks Cúram Configuration Analyst Lead Cúram Vendor Support Maury Girard IBM Cúram Business Analyst

Overview • Understanding the concept of tasks and work queues. • Understanding the supervisors workspace. • Understanding the management of workload of the users. • Understanding the management of tasks assigned to the work queues.

Understanding Tasks Terminology • Tasks vs. Notifications Tasks have an associated action of work • Notifications do not have an action • Available Tasks • All tasks that are available to a user to perform work • Tasks associated directly to the user, their organization unit, or their subscribed work queues • Assigned Tasks • A subset of ‘Available Tasks’ associated only to the user • Reserved Tasks • Available tasks that the user has taken ownership to work

Inbox • Available Tasks page • All tasks that are available to a user to work. These are tasks associated directly to the user, their organization unit, or their subscribed work queues. • My Tasks page (assigned and reserved) • My Open Tasks • List of tasks that the user has reserved • List of tasks the user is actively working • My Deferred Task • A list of open tasks the user is holding for future completion • Assigned Tasks • A sub-set of ‘Available Tasks’ associated only to the user • These tasks are not available for any other user to work

Understanding Tasks Assignment • Reallocate Task • The task is re-assigned to the initial assignment/ starting point • Forward Task • Tasks reserved by a user may be forwarded to another user, organization unit or work queue • Deferred Tasks • Reserved tasks that are not required to be worked until a later date may be deferred • Redirecting the User’s Tasks • Future task assignments will be redirected to another user • Currently reserve tasks are not impacted and should be forwarded or reallocated

Supervisor’s Home Page (PODs) Pods: • My Tasks • A snapshot of user tasks from the My Tasks list page • Work Queues • Work queues to which the user is subscribed • My Work Queues • The work queues a supervisor is responsible for overseeing • Assigned Workload • A supervisor’s view of users who report to them and their current assigned workload totals • My Organization Units • A supervisor’s view of tasks for each organization unit to which they are assigned

My Tasks Pod • The purpose of the My Tasks Pod is to allow workers to view selected work. • The My Tasks Pod contains a subset of the entire list of tasks that the supervisor is assigned to work. • The entire list is found on the My Tasks page on the Inbox tab. • The Inbox is were all users should manage their task work. • The pod displays the total number of tasks in the pod.

Work Queues Pod • The purpose of the Work Queues Pod is to display the list of work queues to which the user is subscribed. • From this pod, a worker may perform the Get Next Task function to retrieve the next task from the queue. • The Work Queues link takes the user to the My Work Queues page in the user’s Inbox section.

My Work Queues Pod • The purpose of the My Work Queues pod is to provided supervisors a view into the work queues they are responsible for managing. • The view into the work queues allows supervisors to compare tasks that are not reserved by the team against the number of team members who may reservetasks. • The work queue name is hyperlinked and will take the user directly to the specific work queue tab. • A filter allows a view of user subscribed queues or organizational subscribed queues.

Assigned Workload Pod • The purpose of the Assigned Workload Pod is to provide supervisors with a list of users who are currently reporting to them. • The supervisor should review this pod and identify any users missing from their assigned workload. • The Assigned Workload Pod drives the reports. • The users list in the pod links directly to the user workspace.

Assigned Workload Pod (continued) • The assigned total in the workload includes: • Integrated cases • Product delivery cases • Service Plans (Outcome Plans) • Appeals • Investigations • The My Users link navigates to the full list page for all the of the users and displays a picture of all open cases, reserved tasks, and assigned tasks.

My Organization Units Pod • My Organization Unit pod displays the organization unit that the supervisor is assigned to along with all users and their open tasks. • The My Organization Unit is a hyperlink that navigates to the organization unit. • From this page, users may toggle down to view a list of the organization unit details page: • Assigned Workload • Email Address • Telephone Number

The Supervisor Workspace • Understanding work queues and tasks starts with understanding the supervisor’s workspace. • The supervisor workspace is designed to help supervisors monitor and manage the work assigned to their users and work queues. • Although the supervisor may perform casework, the primary role of the supervisor in NC FAST is to manage work.

Four Workspaces Available • User Workspace • Case Workspace • Organizational Unit Workspace • Work Queue Workspace

User Workspace User Workspace • All eligibility users have a workspace. • The workspace enables the supervisor to oversee the work of a user and manage the user's tasks. The User Workspace has nine tabs: • Home • Tasks • Calendar • Case Approvals • Cases • Evidence Approvals • Skills • Work Queues • Working Patterns

User Workspace Home Tab The Home Tab displays: • the user work queue subscriptions • the assigned organizational unit membership • From the list of work queues the supervisor may link to view each work queue work space. • The supervisor, if the administrator of the work queue, may unsubscribe the user from the queue(s). • From the list of organization units the supervisor may link to view each organizational unit work space.

User Workspace Home Tab (continued) From the Home Tab, the supervisor may view tasks due for the user within a week or view tasks due within the next month. The action menu allows the supervisor to: • Subscribe the user to a work queue (must be the work queue administrator) • Reassign Cases • Update New Skills and New Working Patterns if desired

Work Queue Workspace • Home Tab indicates all users subscribed to the work queue. • Assigned Tasks tab lists all the tasks that are available to be assigned. • Reserved Task tab lists all tasks that have been reserved or pulled from the work queue by a user. • The tasks in the Assigned Task tab and the tasks in the Reserved Task tab equal the total tasks in the work queue.

Managing Assigned Tasks in the Queue • Tasks not already reserved by a worker are displayed in a list on the Work Queue Assigned Tasks page. • The tasks in the queue may be viewed and reserved to a user. • The tasks may be reserved for users who report directly to their supervisor or the tasks may be reserved for other users within the eligibility unit(s).

Managing Assigned Tasks (continued) • Multiple tasks may be reserved for a user using the reserve task functionality with multi-select. • Tasks may be reserved for users who report to a particular supervisor. • Tasks may be reserved to any user in the eligibility units by performing a search for the user.

Managing Reserved Tasks • The Reserved Tasks tab displays a bar chart of the users who have reserved tasks from the queue • For each user, the graph displays two bars • An orange bar showing the number of reserved open tasks • A green bar showing the number of reserved deferred tasks • The supervisor may click on each bar to display the list of tasks for that bar, at the bottom of the page • From the list of tasks, the supervisor may toggle to display the task detail, or perform the following actions for the task: • Forward, Reallocate, Reserve For, Un-reserve, Defer, Restart, Add Comment, Close Task

Questions

North Carolina Department of Health & Human Services