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NC FAST Implementation Update

NC FAST Implementation Update. March, 2014. Agenda. Current Implementation Status NC FAST Project Timeline Implementation Facts Project Rollout Updates P2&6 P7 P3 Project Improvement Efforts County Readiness County Takeaways Questions. Current Implementation Status.

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NC FAST Implementation Update

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  1. NC FAST Implementation Update March, 2014

  2. Agenda • Current Implementation Status • NC FAST Project Timeline • Implementation Facts • Project Rollout Updates • P2&6 • P7 • P3 • Project Improvement Efforts • County Readiness • County Takeaways • Questions

  3. Current Implementation Status

  4. NC FAST Project Timeline Schedule Subject to Change Fall 2013 Winter 2016 Fall 2015 Fall 2014 Winter 2015 Winter 2014 Summer 2014 P1 Operations and Maintenance P2&6 Pilot County Hard Launch Hard Launch (non-Pilots) P7 Oct 1 ACA Milestone Jan 1 ACA Milestone Continued Functionality Releases

  5. Implementation Facts • All 100 counties have been processing all FNS applications and recertifications in NC FAST for over a year • Approximately $200 million worth of FNS benefits continue to be issued out of NC FAST each month • 4 Pilots have been converted out of EIS for the majority of case types • Functionality to meet Medicaid requirements brought forth by the Affordable Care Act was implemented on October 1st, 2013. Additional required functionality was implemented on January 1st, 2014 • Ability to accept MA applications via ePASS was enabled • The Federally Facilitated Marketplace (FFM) was turned on, resulting in nearly 70,000 applications for 100,000 individuals being sent to North Carolina for processing • Over 150 OSS staff members were hired, trained and deployed to the counties to assist with troubleshooting, case processing and other activities as needed • Counties processed over 18,000 FNS applications and recertifications over a 3-4 week period in January/February

  6. Project Rollout Updates • P2&6 • The rollout of P2&6 is significantly influenced by ongoing work on P7 • Non-MAGI based MA applications and recertifications should be completed in EIS for non-Pilot counties • All new WF applications are processed in NC FAST to avoid the automatic creation of an associated MA case in EIS given that the automatically created case in EIS may actually need to be MAGI based and thus entered in NC FAST • SA and RA transactions are still completed in EIS • Further Hard Launch conversions from EIS have been postponed until July 2014, at which point groups of counties will have active cases and their history converted out of EIS into NC FAST • The current plan is to complete a statewide Hard Launch conversion from EIS into NC FAST over a 4 month period beginning in July and concluding in October • Counties will be heavily involved in planning for this Hard Launch

  7. Project Rollout Updates • P7 • All F&C Medicaid Applications should be entered into NC FAST using the Streamlined (aka MAGI) Application • F&C reviews should be conducted by following the Administrative Recertification process • A waiver of the requirement to process F&C Medicaid reviews using MAGI rules is being sought from CMS; if approved, this will allow counties to complete these review in EIS under traditional rules. Pilot counties will complete the reviews in P2&6. • Functionality to support MAGI-based Medicaid applications for newborn, emergency and retroactive cases is under development • Additional functionality, such as, MAGI replacement card issuance, MAGI recertifications, MAGI change in circumstance are all under development and will be released soon

  8. Project Rollout Updates • P3 • Initial planning & assessment began during the fall of 2013 • Tentatively planned for Pilot by end of December 2015 • Replacing legacy systems of Child Placement and Payment System (CPPS), Central Registry Child Abuse and Neglect (CRCAN), Central Registry Fatalities (FAT), Multiple Response System (MRS), Adoption Index Management System (AIMS), Foster Care Facility Licensing System (FCFLS), Interstate Compact for the Placement of Children (ICPC)

  9. Project Improvement Efforts

  10. Leveraging Pilot Counties & User Groups • NC FAST will be working with the Pilot Counties to form a Pilot User group including experienced NC FAST users to help inform business and system decisions moving forward • Two urban counties will also be asked to participate in this initiative to ensure a global perspective regarding county size and complexity is taken into account • Formation of this group will provide new ways of incorporating county feedback into decisions and ensuring that feedback is shared among DHHS, NC FAST and the 100 Counties User Groups Inform a Variety of Parties NC FAST DHHS Leadership Sponsors Counties Provide Feedback Email Conference Calls County Champion/OSS Enhance communications, sponsorship and change activities as needed based on feedback

  11. Improving Communications • Regularly scheduled County Director/NC FAST/DHHS conference calls • Color coded email messages related to the urgency of the issue/content • Weekly communication summary emails contain the pertinent information distributed throughout the week as well as logistics for upcoming County Champion and County Director Calls • NC FAST is continually working to improve communications – feedback, ideas or suggestions are always welcome

  12. Daily Application and Recert Reports • New Pending Application and Recertification Reports are being produced each day and provided to counties via FAST Help and email.

  13. Help Desk Ticket Backlog Reduction • Actions to Address Backlog: • Co-locating all resources working on Help Desk tickets • Implementing IVR updates on 3/21 • Enhancing ticket software - Remedy • Integrating Pilot triage resources with the Help Desk team • Deploying select FFM OSS resources to Help Desk • Implemented new agent performance measurement • Delivered MAGI training to Help Desk Medicaid team resources • Making Cúram Design Specialists available to agents to assist with ticket resolution

  14. FFM Application Screening and OSS • As of 3/20, OSS personnel have screened 44,804 FFM applications • OSS personnel are being redeployed to the Help Desk as well as to counties to assist with troubleshooting and case processing as the work screening FFM applications winds down

  15. Initiation of Trainer Virtual Office Hours • NC FAST has begun offering Trainer Virtual Office Hours from 8:30 – 4:30, M-F • Trainers can assist with answering questions and providing resources for county personnel to reference in order to complete their work • The link to access the Trainer Virtual Office Hours can be found in FAST Help using the navigation as shown below: P2 and 6 Training  Trainer Virtual Office Hours

  16. Training Troubleshooting Videos • The NC FAST Training Team has begun producing short videos on troubleshooting within NC FAST in FAST Help. These can be accessed using the following path: P2 and 6 Training  Weekly Troubleshooting Tip

  17. Help Desk Troubleshooting Tips • The NC FAST Help Desk has begun publishing additional troubleshooting tips in FAST Help. These can be accessed using the following path: Help Desk  Troubleshooting Tips

  18. County Readiness

  19. County Readiness Liaisons • Leslie Jones • Crystal Dula • Leslie Jones and Crystal Dula have been members of the County Readiness Team since the fall of 2013. They have assisted with OSS onboarding/training, OSS troubleshooting, FNS processing and FFM application screening. Beginning in April 2014, Leslie and Crystal will transition to become the Readiness Liaisons for the counties previously supported by Laura Lewis and Bonnie Bell.

  20. County Takeaways

  21. County Takeaways

  22. Thank You • Questions?

  23. Thank You • Thank you for participating today. • ncfast@dhhs.nc.gov

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