SMART Act Hearing - Colorado General...

SMART ActHearingJanuary 2018

Larry Wolk, MD, MSPH

Executive Director and Chief Medical Officer

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Our MISSIONProtect and improve the health of Colorado’s people and the quality of its environment

Our VISIONColorado will be the healthiest state with the highest quality environment

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CDPHE Budget by Division

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OverVIEW1. Department’s 2017-18 Performance Plan

2. Measuring & learning from our performance

3. Improving customer service

4. Regulatory Agenda

5. Budget Request and Legislative Agenda

6. Suicide Prevention Commission

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2017-18Performance Plan

OverVIEW

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Our GOALS

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Align WITH

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Online dashboard

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OurStrategic Plan Dashboard

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Our GOALS

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Mental illness: progress on activities

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Mental illness: lead & outcome measures

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Air Quality: progress on activities

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Air Quality: lead measures

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Air Quality: outcome measures

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Lean Projects Overview

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Lean Projects Overview

CDPHE

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Performance Management SystemIterative development

Performance Reporting Forums (like C-STAT)

Our Customer Service

Customer Service Policy (in place since 2014)

1. Consider the impact on and perspective of customers with all projects/programs

2. Staff members are empowered to resolve customer complaints

3. Staff have the training, tools and skills needed

4. Timely responds to emails and phone calls ("must-answer lines")

5. Employee evaluation on customer service competency

6. Rewards and recognition for customer service

7. Collect and analyze customer feedback 30

Measuring Customer Service

● 200+ customer feedback mechanisms used across the department

○ Surveys, complaint lines, focus groups, etc.

● Strategic Plan stakeholder survey (Spring 2016)

○ Feedback from over 70 stakeholder groups (including employees)

● Customer satisfaction guidance on intranet

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Customer Service: Medical Marijuana RegistryPhone Support

Before...

3rd party call center

Call center was only able to resolve 20% of customer inquiries.

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As of August 2017...

Callers are connected directly to MMR representatives.

100% resolution to all customer phone inquiries.

Customer Service: Medical Marijuana Registry● Walk-in customer service window

■ 120 walk-in’s served since October 2017

● Website improvements ■ more user friendly layout ■ improved customer resources

● System enhancements Jan - April 2018 ■ anticipated to reduce customer inquiries by at

least 50%. ■ further automation■ improved end-user experience

● Customer Service Email Solution Jan - April 2018■ improved customer service email response times

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Customer Service Improvement Initiatives

● Request for Application (RFA) Upgrade

○ 24 RFAs released so far in 2017

○ Created a new RFA template

■ Health equity and environmental justice focus

■ Comprehensive guidance & of tools compiled to assist grant programs

○ Results:

■ 33 page → now 8 page template

■ More flexible & streamlined

■ Plain language used

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Customer Service Improvement Initiatives

● Air Pollution Control Division: ○ Implementation of the Colorado Air

Monitoring Mobile Lab (CAMML)

○ Infrared (IR) Field Inspection Program

○ Successful Oil & Gas Rulemaking Oct/Nov 2017

■ Year long collaborative stakeholder process

■ Broad support from both Industry and Environmental Groups

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FY 2018-19 Decision Items:Environmental ProgramsR1: Addressing critical public health threats➔ $319k GF for to address critical public health funding gaps for culture

independent diagnostic tests and cyanotoxins in State waters

R2: Man Therapy campaign expansion➔ $400K GF to help reduce suicide deaths and attempts among Colorado men ages

25 to 64 by expanding the reach of the Man Therapy campaign

R3: SharePoint platform upgrade➔ $212k RF to upgrade the Department’s SharePoint platform to improve

efficiency and effectiveness through automation

R4: Medical Marijuana Program spending authority adjustment➔ $285K CF reduction in personal services and $119K CF increase to operating

funds in the medical Marijuana Registry Program for a net reduction of $166K

R5: Water Quality Improvement Fund spending increase➔ $733K increase in the Water Quality Improvement Cash Fund spending authority

to fund water quality improvement projects across the state 36

FY 2018-19 Decision Items cont’d:

R6: Recycling Resources spending authority increase➔ $1.15M increase in the Recycling Resources Economic Opportunity Cash Fund

spending authority to provide additional grants and rebates to develop Colorado’s waste diversion infrastructure

R7: Health Information Exchange provider assistance➔ $388K GF to continue connecting providers to the Health Information

Exchange

R8: 1% Provider Rate increase to local public health agencies➔ $93K (GF,CF,RF) to increase the provider rate by 1% which affects the Local

Public Health Agencies in the state

R9: Cancer, Cardiovascular & Chronic Disease Prevention grants spending authority decrease➔ $4.3M reduction in Amendment 35 Cash funds from the Cancer,

Cardiovascular, and Chronic Disease Prevention Grants line to align with anticipated revenue

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2018 Legislative Priorities

1. Stationary Sources Program funding (Air Pollution Control Division)

2. TENORM (Technologically-Enhanced Naturally-Occurring Radioactive Materials) regulatory authority

3. Obsolete statutes cleanup

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Suicide Prevention Commission (recommendation highlights)

Zero Suicide within healthcare systems

As of April 2017, all 17 of Colorado’s community mental health centers have been trained in the framework, as well as 11 other health care entities. Three Office of Suicide Prevention community grantees were awarded five years of funding for Zero Suicide starting July 1, 2017.

Empower Primary Care practices in addressing suicide risk through patient care

The Office of Suicide Prevention provided funding to update a best practice toolkit for primary care providers and partnered with the State Innovation Model (SIM) Program to develop and disseminate Man Therapy materials designed specifically for primary care providers. Additionally, the Office of Suicide Prevention hosts a regular meeting of state SIM partners to align efforts to support upstream prevention within integrated care settings.

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Questions?

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