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Washington Connection Benefit Portal Partnership A glance at our governance, milestones, partnerships, and future direction

Mission:

Improve access to a variety of services and benefits to help families and individuals meet basic needs and achieve self-sufficiency December 8, 2016 Alice.Liou@dshs.wa.gov, (360) 725-4676 Stacy.Elwess@dshs.wa.gov, (360) 725-4572

www.washingtonconnection.org

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Background: RCW 74.04.225 (2010 ESSHB 2782)

Legislation 2010 ESSHB 2782S (Supported by non-profit organizations and philanthropies):

Sponsored by Representatives Dickerson, Appleton, McCoy, Carlyle, Morrell, Kagi, Kassler, Green, Ericks, Moeller, Roberts, Nelson, and Orwall.

Intended to establish an online opportunity portal to provide the public with more effective access to available state, federal, and local services.

Directed DSHS Secretary to act as the executive sponsor and provide leadership in:

Identifying solution and electronic tool for Washington residents to apply for benefits.

Facilitating integration with other compatible electronic application systems.

Providing access to a broad array of state, federal, and local services.

Maximizing collaboration with community-based organizations.

Providing access to the portal at a wide array of locations.

Maximizing available federal and private funds for development and initial operation.

Determining the solution and acquisition approach by June 1, 2010.

Required DSHS to report to the legislature annually starting December 1, 2011.

Directed DSHS to develop a plan for implementing paperless application processes.

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Governance: Committees and Their Roles

2010 – 2011: Governance for Development and Implementation Steering Committee: Provided guidance on project scope, set direction,

and seek resources to support the implementation Partnership Subcommittee: Provided guidance on community engagement

and collaboration strategies Technology Subcommittee: Provided guidance on portal functionality,

accessibility, and usability

2012 – Present: Governance for Operations and Enhancements Advisory Committee: Provides advice and recommendations on –

Programs and resources to be added to Washington Connection Features for website users (partners, clients, applicants, etc.) Outreach and support to strengthen community partnerships Initiatives to increase access or streamline application process

Ad-hoc Workgroups and Committees: Carry out specific tasks, such as – Strategic Planning Cross-Agency Referral Communications Community Partners Focus Groups

(Note: All groups included representatives from non-profits, community-based organizations, and state agencies.)

Set direction and priority; seek support and resources

Advise on improvement strategies; monitor outcomes

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Home Page (Website is available in English and Spanish)

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Available Features

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“See If I Qualify” Prescreening Tool

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“Find Services” Page

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“Find Services – Employment Services and Training” Page

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List of Registered Community Partners with Public Access

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List of Registered Community Partners with Public Access

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Programs Accessible through Key Features

Find Services See If I Qualify

Apply Now One-stop online application for multiple benefits and services (followed by another screening tool)

Prescreening tool to see what benefits and services the customer may need and be eligible for, with resource links provided (prior to and post online application)

Basic Food: Federal assistance, State assistance, Basic Food Employment and Training

Cash: Emergency, Refugee Assistance, etc. Health Care for person age 65 or older,

blind, or with disabilities Medicare Savings Programs Child Care Subsidy Programs In-Home Long Term Care Services / Support for

Caregivers Assisted Living Facility / Adult Family Home Nursing Home Hospice Healthcare / Workers with Disabilities (HWD)

Renewal, Change, Mid-Cert Review

Nutrition Program for Women, Infants and Children Washington Apple Health (MAGI Medicaid) Child Support Services Earned Income Tax Credit (EITC) Early Childhood Education and Assistance; Head Start

Program Start Next Quarter educational planning workshops Vocational Rehabilitation Federal Student Aid (FAFSA) Veterans Benefits Tribal Services Telephone equipment for persons who are deaf or

hard of hearing Low Income Home Energy Assistance Program Housing Assistance Free and Reduced Price School Meals Crime Victims Compensation Program Seattle Step Ahead Preschool Program Seattle City Child Care Program Seattle Weatherization Assistance Seattle Utility Discount Program Seattle Public Utilities Emergency Assistance Program

Food Cash / Financial Housing / Utilities Health Care Long Term Care Veterans Benefits Mental Health Treatment Centers Education Employment Children Services Youth Services Crime and Domestic

Violence Tribes Transportation Legal Help

User Secure Account Client Benefit Account Online Tutorials Customer Survey

Partner Online Registration Partner Account Public Access Directory Frequently Used Forms

Resource links and information for customers to find more services

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Implementation Milestones: Changes Due to Affordable Care Act (1)

Washington Connection

(DSHS)

Cash

Food Childcare

Classic Medicaid

Washington Healthplanfinder (Health Benefit

Exchange)

MAGI Medicaid

Modified Adjusted Gross Income

(MAGI) Medicaid

How clients apply after Affordable Care Act (10/1/2013)

Food How different? See next slide.

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Implementation Milestones: Changes Due to Affordable Care Act (2)

Classic Medicaid: Applied through Washington Connection

Classic Medicaid includes: Supplemental Security Income (SSI) Medicare Savings Program Long Term Care support and waivered services Age 65+, Blind, or with Disabilities Foster children (referral to Health Care Authority) Children’s Long Term Inpatient Program

MAGI Medicaid: Applied through Washington Healthplanfinder

Modified Adjusted Gross Income (MAGI) – A methodology for determining eligibility according to income and household composition for: Family Children Pregnant Women New adults: Age 18-64 Alien Emergency Medical

Washington Connection homepage and online application

direct users to Washington Healthplanfinder for healthcare application if they meet MAGI

Medicaid criteria.

After finishing application on Healthplanfinder, users can

choose to transfer basic data to Washington Connection if they

want to apply for food, cash, long-term support, or child care.

WHY ACCESSING SERVICES ONLINE (1)

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Customer:

24/7 access to apply for or renew DSHS benefits Client Benefit Account allows the Head of Household to

monitor their DSHS benefits and information on-line (eligibility review due date, contact information, etc.)

Auto-filled Mid-Certification Review (for food and cash assistance) through Client Benefit Account

Link to ProviderOne Link to access EBT card balance and replacement

requests

CLIENT BENEFIT ACCOUNT

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CLIENT BENEFIT ACCOUNT

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CLIENT BENEFIT ACCOUNT

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WHY ACCESSING SERVICES ONLINE (2)

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Community Partners:

Receive marketing materials and invitation to free trainings, webinars, and community meetings

Opportunity to network with other partnering agencies

Provide customers with full service access to program information and benefits

Ability to create Partner Profile Account, complete and review client applications, assign cases to staff

Perform DSHS/HCA client SEARCH queries to better serve the customers

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Community Partnerships: Levels of Community Partnerships

Two Level of Partnerships: 1. Host Organization: Provides access to computer and information to customers. 2. Assisting Agency: Provides staff support; helps customers apply for and renew benefits online.

Two Levels of Access: 1. Public Access: Assistance is available to anyone needing help (e.g., visitors in a public library,

customers in a food bank, etc.). These agencies are listed on homepage: Public Access Directory. 2. Limited Access: Assistance is available to the agency’s own clients only (e.g., patients in a

community clinic, students in a community college, etc.).

Region College Or School

Community Organization

Government Agency

Library Medical Provider

Tribe SNAP Outreach

Child Care

TOTAL

Region 1 27 116 13 5 64 6 23 3 257

Region 2 14 185 22 51 60 2 49 6 389

Region 3 36 95 15 48 24 6 39 1 264

Other* 0 3 0 0 2 0 0 0 5

Total 77 446 50 104 150 14 111 10 915

Community Partners: Types of Organizations

(As of July 31, 2016) * Counties outside the state border where partners also serve Washington residents.

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Washington Connection Strategic Plan 2016-2018

Goal 1: Increase Online Access to a Wide Range of Services and Benefits Key Measurement: Customer satisfaction survey results

Add “Start Next Quarter” program to Washington Connection online application (CR 307762)

Add new Long-Term Support Service programs to Washington Connection online application (CR 327450)

Explore capability for HBE Healthplanfinder to receive client data from Washington Connection (or ACES) for MAGI Medicaid application

Add “Crime Victims Compensation Program” to prescreening (CR 284992)

Identify opportunities to add more referral links as appropriate

A. Add more services to online application to increase awareness of resources available

B. Increase access to Medicaid from Washington Connection to decrease number of uninsured

C. Add more referral links to prescreening and online application – including Tribal and non-State programs

Objectives 2016 Strategies Milestones & Action Items

Partner: Washington State Community and Technical Colleges Cost estimated

Datashare Agreement under review

Change request assigned (Target Date: 10/16/2016)

Included in April 2016 Release

New resource links added to Washington Connection to support Workforce Innovation & Opportunity Act (April 2016)

New resource links added to support seniors (July 2016)

2015 feedback: It would be difficult for HBE to receive client data for MAGI Medicaid from Washington Connection or ACES without additional resources

Other Indicators

# of SNQ applicants referred from Washington Connection

% of insured population

# of new resource links added

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Washington Connection Strategic Plan 2016-2018

Goal 2: Improve Functionality and Usability for Online Users Key Measurement: Customer satisfaction survey results

Implement Prefilled Eligibility Renewals and Change Reports with Known Client Information (CR 87786; CR 87790)

Implement Auto Renewals for non-MAGI Medical Coverage (CR 307732)

Enable WACON to receive SAW account update information from WaTech (CR 236851)

Linking SAW process and partner registration process to improve usability (CR 234523)

Explore the capability for WaTech to send User ID and temporary Password to user through multiple methods

Assess available resources and capability to set up Live Chat function

Reach out to selected clients and help them create Client Benefit Accounts

A. Make it easier for applicant to complete online application, eligibility renewal, and change report for multiple programs

B. Make it easier for applicants and partners to create their SAW account, Client Benefit Account, and Partner Account

C. Provide instant assistance to applicants by online Live Chat or telephone

Key Objectives 2016 Strategies Milestones & Action Items

Postponed from July 2016 to a later date - in need of revised requirements

Requirements are being drafted

WaTech feedback: Currently they don’t have the technology for this

Scheduled for April 2016 Release

Approach OIC and DOR to learn about their Live Chat operations and resources

CSD’s new SOS team has started statewide outreach effort

Other Indicators

Requirements are being drafted

% of online users reporting problems

% of online users reporting problems

TBD

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Washington Connection Strategic Plan 2016-2018

Goal 3: Expand Community Partnerships Key Measurement: % of online applications submitted by community partners

Reach out to DOC and support the initiative to enable online application submissions by DOC personnel with Assisting Agency status

Identify Community Corrections agencies that are interested in becoming Washington Connection partners

Collaborate with Tribal organizations to develop partnerships and identify ways to remove barriers to services

Collaborate with agencies serving elderly to develop partnerships and identify ways to remove barriers to services

A. Increase partnerships with Department of Corrections (DOC) and Community Corrections Agencies

B. Increase partnerships with Tribal organizations

C. Increase partnerships with agencies that serve elderly population

Objectives 2016 Strategies Milestones & Action Items

Determine standard procedures (DOC) and internal process (CSD)

Develop communication plan Complete DOC staff training Monitor and report outcome data

Contact DOC Community Corrections Division for recommendations

Coordinate with American Indian Health Commission to increase communications with Tribal Assisters

Coordinate with Statewide Health Insurance Benefits Advisors (SHIBA) to provide joint training sessions to Tribal assisters

Coordinate with Indian Policy Liaisons in outreach effort

Continue to consult with DSHS ALTSA Home and Community Services about communication strategies

Other Indicators

# of applications submitted from DOC Partner Account

Process time Other impact: TBD

# of Tribal partners

# of new partners serving underserved populations

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Washington Connection Strategic Plan 2016-2018

Goal 4: Strengthen Support for Community Partners Key Measurement: % of online applications submitted by community partners

Explore and identify locations and facilities in remote areas appropriate for providing training to community partners

Collaborate with regions to define and determine underserved areas and review FNS report to identify gaps in outreach

Identify current partners that can serve as “Champions” for underserved populations

Create a process to engage partners

periodically and support their new staff for partnership sustainability

Establish an ongoing communication plan

A. Offer training in remote areas including training hosted by community partners

B. Work with “Champion” agencies in underserved counties to increase awareness and partnerships

C. Improve current training structure and communication practices to better support community partners

Objectives 2016 Strategies Milestones & Action Items

Identified those partners that had hosted training sessions in the past (potential future training sites)

Identify other potential training sites in remote areas

Assess barriers to services in each region Determine underserved areas in each region Collaborate with Community Action

Programs Reach out to potential “Champion” partners

in underserved areas Acknowledge Champion partners by issuing

recognition certificates

Redesign training program to include: Host On-Demand Training Assisting On-Demand Training Supervisor Activity Handbook

Offer On-Demand training to partner’s Subject Matter Experts only

Communicate at least once a quarter to share update information

Revisit webinar or conference opportunities

Other Indicators

Increase in partners’ online submissions

Increase in partners’ online submissions

Increase in partners’ online submissions

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Future Direction

Desired Features (Wish List): Make electronic letters available online Enable users to upload documents Redesign website for mobile users Provide Live Chat customer support Enable real-time text updates Add a “Search” feature Add more programs to online application Create a training region for partners

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Desired Improvements:

Increase registered community partners Increase online submissions by partners Strengthen support and outreach to partners

Increase access points for underserved populations

Mission:

Improve access to a variety of services and benefits to help families and individuals meet basic needs and achieve self-sufficiency