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Washington State Management Evaluation Program

Washington State Management Evaluation Program. Then & Now Lessons Learned with Process Change and Management Evaluation August 2014. Shared Workload Challenge- Washington QA’s Catalyst for Change. Service Delivery Redesign (SDR) Piloted in November 2009 Fully implemented in November 2010

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Washington State Management Evaluation Program

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  1. Washington State Management Evaluation Program Then & Now Lessons Learned with Process Change and Management Evaluation August 2014

  2. Shared Workload Challenge- Washington QA’s Catalyst for Change • Service Delivery Redesign (SDR) • Piloted in November 2009 • Fully implemented in November 2010 • Caseload challenges • Staffing challenges • Shared Workload Model • Implemented in July 2013

  3. From Then to Now Then Now Statewide Review Process Application Recertification Document Management Live Telephone Contact 29 Site Visits Annually • Local Review Process • Application • Recertification • 9-12 Site Visits Annually

  4. SNAP in Washington State

  5. Partnership

  6. Building a Strong Partnership • Planning • Case Corrections • Corrective Action Plan • Collaboration for Clarity

  7. ME Review Process • Desk Review only • No customer contact • Based on verification/documentation available in case • Live Telephone Contact • Information gathering from a customer perspective

  8. ME Review Process • Design automated review worksheets • Standardized guidance & training

  9. ME Review Process Lessons • Staffing for Success • Sample Testing • Re-Training Quality Control Specialists • Uniformity • Peer Review • Telephone Review

  10. Facility Site Visits • Expanded Schedule • Review Checklists • Communication with Stakeholders

  11. Statewide Community Services Office Map

  12. Facility Site Visit Lessons • Organization, Organization, Organization • Clear expectations and transparent processes • Local Management Interactions

  13. Statewide Reporting • Quarterly reporting practices • Statewide comparison • Increase in Customer Access reporting

  14. Statewide Reporting Lessons • Keeping Stakeholders informed • Feedback • Case Correction Tracking • Corrective Action Tracking • Follow- Up

  15. The Future of ME in Washington • Expanded Statewide Reviews • Recipient Integrity • Customer Access • Fraud Referral Early Detection (FRED) • Every 2 year cycle for facility visits

  16. Contact Information • Monica Medalen • Management Evaluation Program Coordinator • Monica.Medalen@dshs.wa.gov Maria Thompson Management Evaluation Administrator Maria.Thompson@dshs.wa.gov

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