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North CarolinaDepartment ofHealth & Human Services
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NC FAST Implementation Update
March, 2014
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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
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North CarolinaDepartment ofHealth & Human Services
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Current Implementation Status
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NC FAST Project TimelineFa
ll 20
13 Win
ter
2014
Summ
er
2014 Fa
ll 20
14 Win
ter
2015 Fa
ll 20
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P1Operations and Maintenance
Win
ter
2016
P2&6
P7
Schedule Subject to Change
Pilot County Hard Launch
Hard Launch (non-Pilots)
Oct 1 ACA Milestone
Jan 1 ACA Milestone
Continued Functionality Releases
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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
Implementation Facts
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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
Project Rollout Updates
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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
Project Rollout Updates
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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)
Project Rollout Updates
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North CarolinaDepartment ofHealth & Human Services
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Project Improvement Efforts
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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
NC FAST DHHS Leadership Sponsors
Counties
Email Conference Calls
County Champion/OSSEnhance communications, sponsorship and change activities as needed based
on feedback
Provide Feedback
User Groups Inform a Variety of Parties
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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
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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.
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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
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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
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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
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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
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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
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North CarolinaDepartment ofHealth & Human Services
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County Readiness
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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.
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North CarolinaDepartment ofHealth & Human Services
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County Takeaways
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County Takeaways
Takeaways:
Share the information you have learned during the Leadership Summit with your colleagues in your county
Ensure all F&C applications are entered using the Streamlined (MAGI) Application in NC FAST
Ensure that all NC FAST communications are distributed throughout your agency, hold staff meetings if necessary
Confirm that your designated point(s) of contact are including all troubleshooting steps taken on cases when submitting Help Desk tickets
Prepare for Hard Launch – July will be here before we know it
Continue working the Daily Application and Recertification Reports
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Questions?
Thank You
