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Virginia DMAS April 22, 2009

Virginia DMAS April 22, 2009. Consumer-Directed Program Advisory Council Meeting PPL Activity Report. Presentation Outline:. FY 2009 Q3 Highlights: January 2009-March 2009 Consumers by Waiver Type Enrollment Trends Attendant Trends Payment Trends Timesheet Trends Call Center

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Virginia DMAS April 22, 2009

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  1. Virginia DMASApril 22, 2009 Consumer-Directed Program Advisory Council Meeting PPL Activity Report

  2. Presentation Outline: • FY 2009 Q3 Highlights: January 2009-March 2009 • Consumers by Waiver Type • Enrollment Trends • Attendant Trends • Payment Trends • Timesheet Trends • Call Center • 2008 Consumer Satisfaction Survey • Future Initiatives

  3. FY 2009 Q3 Highlights • 7,311 total consumers enrolled in CD Program • Average active consumers for Q3 was 5130 (+305 consumers than Q2 which had 4,825) • Active consumers per month: Jan=5,089; Feb=5,118; Mar=5,183 • 17 total consumers enrolled in MFP Program and 7 were actively using services • 29 agencies enrolled to provide MFP Services and 6 were actively providing services • Upgraded PPL Systems in February and enhanced enrollment tracking system to incorporate program requirements such as provider can not be a minor • Enhancements have allowed PPL to better track and follow-up on providers who have not submitted required paperwork such as criminal background information or CPS checks • Deployed new tool to process duplicate timesheets. Duplicates accounted for more than 30% of pended timesheets • Issued10,578 W2s and 4,528 FICA Refund checks representing $186,457 (double last year) • New enrollment on all waivers decreased by 3.3% from Q2 ( 605 to 625) • Call Center continues to make courtesy calls to consumers/attendants to ensure that their issues have been resolved to their satisfaction • Enrolled 55 consumers and attendants to participate in E-Timesheets Pilot group • Conducted 5 training sessions on E-Timesheet • Challenges: • 400 timesheets pended because of missing paperwork as a result of enhancement of PPL Systems • Stopped payment on 94 checks and reissued new checks

  4. Who are we serving?

  5. New Consumers By Waiver Type: July 2008 – March 2009

  6. New Consumers By Waiver Type: July 2008 – March 2009 Cont’d • Overall new enrollment on all waivers decreased by 3.3% when Q3 is compared with Q2 • New enrollment for IFDDS and ID decreased by 27% and 34% respectively in Q3 compared with Q2 • New enrollment for EDCD increased by 0.8% from Q2

  7. New Attendant Trends by Waiver Type: July 2008 – March 2009

  8. New Attendants Trends Cont’d

  9. Attendants Trends Cont’d • Overall new attendants hired in Q3 in all waivers decreased by 0.10% from Q2 • As in previous 2 Qs, majority of hires in Q3 were in EDCD (1,120) Waiver followed by ID (209) • New hires continue to rise at steady pace in all the quarters averaging 472 new attendants per quarter • Steady growth has been observed in attendants in the EDCD waiver • Slight decrease was observed in attendants hired in ID and IFDDS Waivers

  10. Criminal Background and CPS Checks

  11. Criminal Background and CPS Checks Cont’d • Both State Police and CPS Checks steadily increased in Q3 • Highest increase was recorded in March with 305 and 799 CPS and State Police checks • Lowest increase in State Police and CPS checks was in January

  12. Payment Trends

  13. Payment Trends Cont’d • 44,245 checks written in Q3 totaling $30 million an increase of 2% and 7% in checks processed and check amount respectively • Average check amount of $678 for Q3 was 5% higher than in Q2 ($646) • Average check amount was highest in February ($777). January and March average check amount was $665 and $654 respectively

  14. Timesheets Processed/Pending

  15. Timesheet s Processed/Pending cont’d • Number of timesheets successfully processed for payroll decreased by nearly 6.0% in Q3 compared to Q2 • Majority of pended timesheets continue to be as a result of exceeded units and authorization issues • Processing of pended timesheets has significantly improved as a result of automation. Duplicate timesheets are processed by using a new tool that identifies identical timesheets • Previously, this was a manual process. As a result, Call Center is able to service more calls.

  16. Call Center

  17. Call Center Cont’d • February recorded the highest number of in bound calls in Q3 (16,435) • To manage increased call volume, Call Center hired temp help as well as reassigned seasoned staff to the VA Project from other projects • Increase can be attributed to two factors: • End of Year Taxes • Enhanced PPL Systems to enforce program rules resulted in pending of more than 400 timesheets because of missing paperwork • Total in bound calls decreased in March

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