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2008 Minnesota Eligibility Worker ’ s Conference SNAP!

2008 Minnesota Eligibility Worker ’ s Conference SNAP! The Supplemental Nutrition Assistance Program. Relax…. We worry about:. Accuracy Timeliness Customer Service Access Caseloads Emails Phone Calls Newspaper articles. Relax…. Time to:. Recharge Celebrate Successes

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2008 Minnesota Eligibility Worker ’ s Conference SNAP!

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  1. 2008 Minnesota Eligibility Worker’s Conference SNAP! The Supplemental Nutrition Assistance Program

  2. Relax…

  3. We worry about: • Accuracy • Timeliness • Customer Service • Access • Caseloads • Emails • Phone Calls • Newspaper articles

  4. Relax…

  5. Time to: • Recharge • Celebrate Successes • Learn new things • Come up with new solutions • Discuss new ideas

  6. Perspective helps: • We have jobs • We have meaningful jobs • Tonight we have hotel beds to retire to, and not an underpass or sidewalk • And our jobs are pretty good!

  7. There are other jobs with their own stressful aspects…

  8. gaaa

  9. You think you’ve got anger issues?

  10. Yes, there are many other jobs…

  11. But none as important.What you do for your community: • Reduce hunger • Strengthen communities and country • Reduce health issues • Help working families • Help the elderly • Reduce juvenile delinquency • Improve education for children

  12. FNS STRATEGIC PLAN

  13. Food Stamp Program = Serious Business • $30.3 billion in issuance in 2007 • 26.4 Million Americans participating

  14. Program Benefits: • Reduces malnutrition & hunger • Strengthens communities • Reduces juvenile delinquency • Improves learning • Improves local economies • Better brain & physical development • Fewer health issues & expenses

  15. Maslow’s Hierarchy of Needs

  16. Farm Bill • Program benefited because: • Payment Accuracy Rates • Low fraud • Recognized benefits

  17. Key Themes • Improved indexation of key program parameters • The minimum standard deduction, the minimum benefit, and the asset limit will all will now keep pace with inflation • Support for seniors • Raising and indexing the standard deduction for small households, raising and indexing the minimum benefit, and allowing States to simplify reporting for elderly and disabled will help seniors. • Increased Federal support and oversight • New requirements for testing new automation systems, special reporting when States undertake major changes in program design, and special procedures for dealing with major systems problems.

  18. Further improvement & change are expected… • The economy • Shifting expectations • Modernization • Competition • Decreasing funds

  19. Why Innovation? • Continuous Improvement • More demanding customers/taxpayers • New innovations demand/allow for new approaches • Things change! • Households work • Driving = + $$ • Computers & Telephones

  20. FSP Enrollment Obstacles Exist Why don’t people apply? • They are unaware of the benefits. • They don’t have transportation. • FS office hours can be restrictive. • Their work schedule interferes. • They are afraid of “the system”. • Various perceptions/misperceptions

  21. FSP Enrollment Obstacles • A recent study in New York City reported that almost one half (46%) of the clients studied did not file food stamp applications even after off-site prescreening found they were eligible. • Almost all of these people, when interviewed, said they were interested in enrolling, but blamed difficulties with the application process for their not beginning or completing the process.

  22. The Problem of Inadequate Food Stamp Participation • Potential positive impact of program is diminished (hungry don’t participate) • The additional benefits to these persons and families represent millions of additional Federal dollars that could be coming into the state, to be spent with local food retailers. • The overall economic benefit to the state is $9 for each $5 in food stamp benefits.

  23. Can we all agree…we’ve got challenges? • High caseloads? • Stagnant or lower staffing levels? • Work-intensive programs? • Outdated technology?

  24. 1964: 75% of Americans trust government* * Joseph Nye

  25. In a recent nationwide survey by the Pew Research Center… only 40% trust the government.

  26. The Good News: • Pew Trust Found Increase in Trust in Government • Since 9/11 • In Youth…. • Are we up to the challenge?

  27. More Good News… • Recent polls suggest FSP image has improved. • Voters support program and have a positive image. 66% of voters think benefits should be increased. Majority of voters think FSP is more important than farm subsidies. • GAO and other audits and studies have been positive. Shows results of states' effort these past years.

  28. Trust = $$$$

  29. The government's work is always conspicuous forexcellence, solidity, thoroughness, neatness. Thegovernment does its work well in the first place, andthen takes care of it.Mark Twain

  30. The Solution? We’ve got to change how we’re doing things!

  31. Recent Innovations: • ATMs • Airport Kiosks • On-line Banking (Cheap!) • HD TV • Digital Music (iPods!) • NetFlix (Cheap!) • Cell Phones

  32. What would more improvements look like? • How much money can we save? • How many more people can we serve? • Can we serve people better? • Can we serve people faster? • Can we increase worker job satisfaction? • Can we increase customer satisfaction? • Can we increase public trust? • Can we increase Congressional satisfaction?

  33. Do you think you can’t?

  34. Recent FSP Innovations: • Customer Kiosks (Toledo, FLA, NYC, Milwaukee, Washington) • On-line Case Access (Wisconsin) • On-line Applications (90% in FLA) • Some Utah staff work from home • Telephone Interviews • Utah E-Find (real-time data matching) • Dashboards • GUI’s

  35. Much is in our control, for example: • If states reduced failure to act errors by 50%, the State-reported error rate improvement would be roughly from 5.61% to 4.64%, an improvement of almost one full percentage point. • Not insignificant with a $30 billion program. • 1% reduction in dollar issuance errors = $300,000,000 reduction in annual dollar issuance errors

  36. “However beautiful the strategy, you should occasionally look at the results.” Winston Churchill

  37. How are we doing?

  38. Error Rates Continue to Decline and Stabilize Nationally State reported data for FY 2007 (OCT-SEP) and 2008 (OCT only)

  39. Negative Error Rate History

  40. Application Timeliness

  41. Participant Access Index

  42. Innovations from A to Z

  43. Foundations to Success • Top level commitment • Corrective Action Planning • Measurement • 2nd party/supervisory reviews • Identifying problems/areas for improvement • Identifying root causes for deficiencies (data analysis)

  44. Corrective Action Planning TIPS: • Maintain a 2nd party case review process, collect and analyze data to identify new, emerging trends early on • Identify the “root causes” of errors so you are targeting the specific problem – training isn’t always the solution • Involve all levels of staff, including some new staff – result of a team effort

  45. Data to Consider: Analyze all data at least monthly: • QC Findings • Case Review Results • Overpayments • Fair Hearings • Customer Complaints • Management Evaluation Findings • Employee Suggestions

  46. Remember -Excellence begins with sound Continuous Improvement (a/k/a Corrective Action Planning)

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