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Placer County Human Services October 1, 2013

Placer County Human Services October 1, 2013. Improving Program Performance, Processes and Service to our Community. Placer County. Population : 352,380 (07/11 - 27% increase since 2001) Education : High School graduation Placer = 86% vs. CA = 74%

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Placer County Human Services October 1, 2013

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  1. Placer County Human Services October 1, 2013 Improving Program Performance, Processes and Service to our Community

  2. Placer County • Population: 352,380 (07/11 - 27% increase since 2001) • Education: • High School graduation Placer = 86% vs. CA = 74% • Bachelor’s Degree Placer = 34% vs. CA = 30% • Non-English in home Placer = 14% vs. CA = 43% • Economics • HomeownershipPlacer = 73% vs. CA= 57% • Median Income Placer = $74,447 vs. CA = $60,883 • Children in Poverty Placer = 11% vs. CA = 22% (Placer= #2 in state) • Unemployment Rate Placer = 8.8% (09/12) vs. CA = 9.7% • Health Indicators (MATCH Report) • Health Outcomes Rank 4 • Health Factors Rank 2 • Health Behaviors Rank 4 • Clinical Care Rank 2 • Social& Economic Factors Rank 2

  3. Service Improvement Initiatives • Same Day CalFresh application processing • Targeted outreach to seniors and employers • Partner with local organizations; county PCs for access to online applications • BCW Unit – on line applications for CalFresh, CalWORKs and Medi-Cal • Document Imaging • Completed in 8 months; implemented auto indexing • Lobby Visitor Experience Management • Lobby greeter – immediate assistance; divert to lobby phones and PCs for call center and online applications • Kiosk – changed language used; benchmarked wait time to 20 minutes • Service Center • Task based approach to ongoing benefits applications and maintenance • Call Center – all programs; applications and current recipients • Queue number and ETA; call back option; Chat function TBD • Real time tracking of service levels

  4. Service Center Technology • Task Management • Document Imaging: SIRE • TMT (Task Management Tool) • Currently using a version of Tulare County’s software product with upgrades • In development K2 Black Pearl • CalWIN and SIRE load tasks automatically into TMT by 4:00 AM every day • Lobby Management • Lobby Greeter to assist; can accept paperwork drop off and issue needed forms • Kiosk for checking and drop off • Phones to call center instead of waiting • PCs with access to Benefits CalWIN to apply on line instead of waiting • Program Specialist in Lobby for “Drop In” needs of existing recipients • Call Management (Call Center) • TFB (Technology for Business) IVR • ETA/Queue Position Announcement • Automated Callback Feature • Future addition of queued chat/email • DVS – Call and Screen Recording tool for QA

  5. Call Center Staffing • Call Center staff are assigned to specific programs based on their area of expertise. All phone staff receive both intake and continuing client calls. • Have staff 100% dedicated to phones; with back up from case maintenance staff • Needed staffing determined by Erlang Calculation.

  6. Task Management - TMT • No longer have 100 individual staff caseloads; 24 caseloads determined by program, function and language. For example: CFIE = CalFresh – Intake- English • Task distribution managed by CalWIN caseload assignment • Application and RRR tasks are held by the assigned worker until the process is completed • Associated tasks are auto-assigned to the worker with the open Application or RRR task. Non-associated tasks are assigned on a rotational basis • Call Center staff pull and work tasks associated with calls as needed

  7. Call Center Hardware • NEC SV8500 VOIP PBX • NEC Automated Call Distribution (ACD) • Technology for Business (TFB) IVR; 48 port Windows 2003 Servicer for CTI. Used in Placer County since 2001, current server installed in 2011.www.tfbc.com • HP Proliant Server for Media Server (ACD Reports) • DVS Analytics, 40-port Encore Small Business System Platform; Call Recording System www.dvsanalytics.com • CalWIN ACCESS IVR, which integrates with the IVR/ACD • There are 2 T-1s for Human Services calls, with a total of 48 channels • All hardware except the DVS server and the Call Center extensions reside in Auburn.

  8. Service Center Performance Goals

  9. Service Center Performance Goals

  10. Call Center Performance Standards • Average Speed to Answer < 60 seconds • Grade of Service >80% • 80% of all calls answered in 60 seconds or less • Abandon Rate <5% • Average Handle Time < 15 minutes • Talk Time < 5 minutes • After Call Work Time < 10 minutes

  11. TFB : A Supervisor’s view

  12. Accessing Assistance • Call Center: • 12% of callers are applying for assistance • Offer caller choice: • Direct to BCW or will mail application • Will complete initial paperwork and schedule phone interview • Have recording of verbal consent • BenefitsCalWIN: On line applications • Offer phone or face to face interview – 65% chose phone • Scan and email, fax or smartphone photo signature page • Walk Ins • Choice of face to face or phone interview; lobby access to BCW

  13. Impact • 2012-2013 • Applications up 14% • Lobby visits down 26% • Average speed to answer calls = 32 seconds • Timeliness up overall to 94%; for BCW at 96% • CalFresh eligibles up from 42% to 62% • Public satisfaction ratings: 96% - courteous staff; 93% handled issue; 91% answered call on first try

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