FOOD STAMP NEGATIVE CASE ACTION Error Rate Reduction Campaign

FOOD STAMP NEGATIVE CASE FOOD STAMP NEGATIVE CASE ACTIONACTION

Error Rate Reduction Error Rate Reduction CampaignCampaign

2Error Rate Reduction Campaign - December 08

Message from Philip L. Browning, DirectorMessage from Philip L. Browning, DirectorAs a Department, we have achieved great success in reducing our

Active Food Stamp (FS) Error Rate. We are now faced with another

challenge and that is to lower our FS Negative Case Action Error

Rate.

The FS Negative Case Action error rate results from erroneously

withdrawing, denying and terminating FS cases. The FS Negative

Case Action error rate for Los Angeles County for FFY 2007 was 17.05%

and it is projected that the Negative Case Action error rate for FFY 2008 will once again be

high.

Our goal for FFY 2009 is to reduce the FS Negative Case Action error rate to below 8%.

To achieve this goal, the FS Negative Case Action Campaign was developed to increase

staff awareness of the importance of accurately determining FS eligibility and correctly

processing withdrawals, denials and terminations in a timely manner.

I am confident with your ongoing support and commitment, we will accomplish the goal of

achieving a FS Negative Error Rate goal of 8% or less.

Thank you for all that you do each day to make a difference and enrich the lives of the

citizens of Los Angeles County.


What Is A FS Negative Case Action What Is A FS Negative Case Action ErrorError? ?

INCORRECTINCORRECT DENIALS

TERMINATIONS

WITHDRAWALS


Deny the application for a missed interview, but we failed to send a Notice of Missed Interview (NOMI) to the applying household

Deny the FS applications prior to the 30th day after the application date without a valid reason

Cancel the FS application after the participant has completed and signed the application for FS benefits

Fail to sufficiently document in Case Comments, the reasons for the negative actions

Incorrect FS Negative Case Actions Incorrect FS Negative Case Actions occur when we…occur when we…


Why Do We Care?Why Do We Care?

Contribute to hunger, homelessness, and poor nutrition

Prevent individuals and families from receiving the benefits to which they are entitled

Compromise integrity of the Food Stamp Program causing Food Stamp Negative Case Action Errors

Inaccurate or improper withdrawals, denials, or terminations may:


Each month withdrawn, denied and terminated Food Stamp cases are audited by the State from a sample selected by the Federal Government.

Based on the State review, a determination is made on whether the actions taken by the County were correct or incorrect.

How Is The Negative Case Action How Is The Negative Case Action Error Rate Determined?Error Rate Determined?

The Food Stamp Negative Case Action error rate is established by the number of case reviews completed and the number of cases identified in error for a given month.

Federal re-review of a State’s QC negative case action sample is conducted for all States each year to validate State reviews and rank the States in order of accuracy and error rates.


How Large was the Sample in How Large was the Sample in 20072007??

305 negative cases were reviewed in Los Angeles County

777 negative cases were reviewed in all other Counties in California

1082 negative cases were reviewed Statewide

All other Counties

72%

LACounty

28%


Los Angeles County Food Stamp ProgramQuality Control (QC) Negative Case Action Error Rate

Federal Fiscal Year (FFY) 2003 - 2008*

11.70%14.66%

12.40% 12.60%9.70%

17.05%

10.10%12.02%15.20%

24.64% 17.86%

10.70%

0.00%

4.00%8.00%

12.00%

16.00%

20.00%24.00%

28.00%

FFY 2003 FFY 2004 FFY 2005 FFY 2006 FFY 2007 FFY 2008*

LA County State of California

* FFY 2008 –Preliminary. October 2007 through July 2008

FFY 2008 - Preliminary National average negative case action error rate is 9.37%.

How Are We Doing?How Are We Doing?

State/LA County Goal 8.0%


FFY 2008: What Are Some of FFY 2008: What Are Some of The Problem Areas?The Problem Areas? Denials due to erroneous calculations of monthly gross income

Denials prior to the end of the 30th day time frame for failure to provide verification

Erroneous terminations due to non-eligibility factors(e.g. Cases terminated instead of transferred)

Denials with no supporting documentation or case comments to substantiate the reason for the denial or withdrawal

Erroneous terminations due to missing NOMI at recertification

How Can We Make A How Can We Make A Difference?Difference?


1. Departmental Commitment

2. Heightened Staff Awareness

3. Ongoing Staff Training

4. Resource/Reference Tools for Eligibility Staff

5. Improved Participant Education

6. Departmental Corrective Actions

We can make a difference withWe can make a difference with


Establish clear expectations

Ensure accountability at all levels

Encourage open communication

Ensure corrective action plans are

implemented and monitored

Recognize staff for error free negative case actions on a quarterly basis

1. Departmental Commitment1. Departmental Commitment


Reinforce the importance of reducing negative case actions at all Departmental HSA/ASM III, BWS District Directors, General Staff Meetings and Unit Meetings.

Establish an effective case review process to identify and correct inaccurate or inappropriate negative case

actions.

Analyze all data available to determine the root causes of incorrect negative actions identified through QC and other sources.

Post Department Negative Case Action error rates in all District offices.

Reemphasize use of the correct Notice of Action for withdrawals, denials or terminations.

2. Heightened Staff Awareness 2. Heightened Staff Awareness


2. Heightened Staff Awareness 2. Heightened Staff Awareness Food Stamp –Quality Control (Negative) FFY 2008*Food Stamp –Quality Control (Negative) FFY 2008*District Samples Completed Number of Errors Error Rate Share of the Sample

East Valley 17 2 1.06% 9.04%Glendale 9 1 0.53% 4.79%Lancaster 12 1 0.53% 6.38%Lincoln Heights 1 0.00% 0.53%Metro North 1 0.00% 0.53%Pasadena 2 0.00% 1.06%West Valley 8 0.00% 4.26%Wilshire Special 2 0.00% 1.06%Pomona 14 3 1.60% 7.45%

Division I Total 66 7 3.72% 35.11%

Belvedere 6 0.00% 3.19%Cudahy 10 1 0.53% 5.32%Exposition Park 1 0.00% 0.53%Metro East 7 1 0.53% 3.72%Metro Family 3 0.00% 1.60%Metro Special 16 4 2.13% 8.51%Norwalk 1 0.00% 0.53%Rancho Park 8 0.00% 4.26%Civic Center 3 1 0.53% 1.60%

Division II Total 55 7 3.72% 29.26%

Compton 3 0.00% 1.60%Florence 4 0.00% 2.13%Paramount 2 0.00% 1.06%South Central 6 0.00% 3.19%South Family 8 0.00% 4.26%South Special 16 2 1.06% 8.51%Southwest Family 3 1 0.53% 1.60%Southwest Special 16 1 0.53% 8.50%

Division III Total 58 4 2.13% 30.84%

El Monte 2 0.00% 1.06%San Gabriel Valley 7 1 0.53% 3.72%

Division IV Total 9 1 0.53% 4.79%

Total 188 19 10.10% 100%

No Error Cases *OCTOBER 2007 - JULY 2008Error Cases


3. Ongoing Staff Training3. Ongoing Staff Training

Conduct Supplemental Negative

Case Action Training

Conduct refresher Case Opening Clerk

Training

Develop additional training tools:

QC Trivia, Quizzes, etc.


Administrative Memorandum # 07-23 Food Stamp Negative Error Ratedated 1/15/08

Anatomy of Negative Case Action Errors

Food Stamp Negative Case Action Review Checklist

ERP Alert Bulletins

Food Stamp Nutrition Planners

QC/QA Newsletters

Portal Denial and Withdrawal Listings

Awareness Flyers

Food Stamp Resource Guide CD

4. Resource/Reference Tools for 4. Resource/Reference Tools for Eligibility StaffEligibility Staff


Ensure participants are well-informed about timeframes and what they must provide to the Department to verify their eligibility

Reinforce use of the Verification Checklist (VCL) on LEADER

Reinforce Participant Rights and Responsibilities Business Cards Refrigerator Magnets Flip Charts

5. Improved Participant Education 5. Improved Participant Education


Analyze Negative Case Action Error trends

Discuss negative case actions at Departmental and DistrictCorrective Action meetings

Reinforcement Training

Initiate specific corrective actions Administrative Directives and Memorandums LEADER Change Requests Newsletter articles

LEADER enhancements Automated denial for missed interview at the 30th day Drop Down box: “Have You Made Case Comments?” NOMI at recertification (in development)

Increase monthly QCM reviews of Negative Actions to 40 cases

Monitor results and develop/share corrective actions.

6. Departmental Corrective 6. Departmental Corrective Actions Actions


Don’t Forget…Don’t Forget…

DOCUMENT!DOCUMENT!

DOCUMENT!DOCUMENT!

DOCUMENT!DOCUMENT!

ERRONEOUS DENIALS

TERMINATIONS “WHEN IN DOUBT:

SCREEN IN, NOT OUT!”

COMMUNICATE!COMMUNICATE!

USE CORRECT NOTICE OF ACTION FOR A WITHDRAWAL, DENIAL OR

TERMINATION




The only valid reason for a FS application

withdrawal is Client Request If an applicant completes and signs an application

for FS benefits, the application is not to be

cancelled Incomplete case comments are unacceptable

and should be avoided The County is required to send a NOMI to

households that miss their scheduled intake or

recertification interviews

Also remember…Also remember…


And Keep In Mind…And Keep In Mind…

AUTOMATION AUTOMATION

DOES NOT REPLACEDOES NOT REPLACE

DOCUMENTATIONDOCUMENTATION

““TOGETHER, TOGETHER, WE CAN MAKE A WE CAN MAKE A DIFFERENCE”DIFFERENCE”

Documents

FOOD STAMP NEGATIVE CASE ACTION Error Rate Reduction Campaign