Work Support Strategy County LeadershipCall and Webinar May 13, 2014

www.pcghumanservices.com

Agenda• Updates• Year 2 Accomplishments• Year 3 Planning Activities• Sustainability• County Query

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Updates: Meetings

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Regional Meetings• Eastern: May 29-30, Atlantic Beach• Western: Aug. 7-8, Asheville• Central: Aug. 28-29• Please let us know you are coming (email Judy, Erin, or Shannon)

Regional Directors’ Discussion: Staffing, Classifications, and How We Think About Leadworkers and Clerical Staff.

Social Services Institute• October 22-24, 2014; Hickory

What special sessions would you like to see at the SSI? (ie, bring back Idaho!)

Updates: Professional DevelopmentWebinars of Interest: Mathematica Issue Forum: The Growing Demand for Rapid-Cycle Assessment: What Works Best and When? Date: Wednesday, May 21, 2014Time: 12:00-1:30 ET

Description: Pressure to improve program performance and accountability while dealing with limited resources has led to a growing demand for rapid-cycle assessment. However, researchers conducting such assessments face a unique set of challenges that may affect their ability to evaluate programs effectively and objectively. This forum will examine several approaches to rigorous rapid-cycle assessment. Our panel of experts will discuss the opportunities associated with this type of assessment as well as the challenges, particularly when assessing interventions that may not show immediate results.

Register Here

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WSS Year 2 Updates• 2013 and 2014 Leadership Summits• Social Service Institute (SSI) breakout sessions• Regional Directors Meetings• County Champion Webinars • NCWSS.com Updates• County Self-Assessment Final Report• Integrated Manual• Integrated Application• County Innovations Document• Relationship Development• State-county communication

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Leadership Summits and SSI• Leadership Summits 2013 and 2014 focused on:

• Collaborative leadership• Change Management• Integrated Service Delivery• NC FAST

• 2013 Social Service Institute• Included WSS County Champion Idaho Pre-Session

• Universal Worker• Managing during transition• EPass and Expedites

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WSS County Champions

• Regional Directors Meetings• WSS Breakout Sessions featuring discussions on universal workers, lead

workers, integrated service delivery, triage, supervisors, lead workers, clerical roles in NC FAST and workflow management

• Monthly County Champion Calls• Regular meetings including discussions, county queries, updates and topics

including:• Task management• Triage• Innovations in counties• Computer application centers• Professional development• Top areas of waste• Supervisors

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Self-Assessment

• An online assessment designed to help counties determine, strengths, weaknesses and areas of need to ensure a successful implementation of WSS and NC FAST.

• Final Report published online in Fall, 2013. Aggregate results across all 72 responding counties.

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Integrated Application

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• Collaborative effort between multiple DHHS agencies to develop an integrated application for Economic Benefits

• Design is easy to read and uses symbols for programs

• Programs include• Food and Nutrition Services• Medicaid• Refugee Medical Assistance• NC Health Choice• Special Assistance• Subsidized Child Care

Updates: NC’s Integrated Application is awaiting approval from CMS and USDA.

Integrated Policy Manual• Will include all manuals, integrated into a single manual: FNS, MA, WF, Subsidy,

SA, Energy• Income section – released July, 2013• Resources section – expected Summer/Fall 2014

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www.ncwss.com

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County Innovations Document• A compilation of county submitted innovative practices with descriptions and

contact information.• Topics Covered:

• Triage• Task Management• Computer Intake Centers• Churn

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Relationship Development

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• WSS Leadership Team• WSS Committee• Policy Governance Board

State-County Communication

• Operational Readiness Workshops• Covered NC FAST updates,

workflow management topics, universal worker idea

• Leadership Summit 2013 and 2014• Focused on communications• 2014 included state county

networking session • Social Service Institute

• WSS provided several breakout sessions

• Idaho visitors• Policy Review Subcommittee

• Continued county input on policy

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WSS Y3 Priorities

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1. Provide Streamlined, Integrated Support to Counties

2. Support Advancement of Ongoing Staff Development Efforts

3. Create and Nurture Continuous Quality Improvement Activities

4. Strengthen Integrated Policy Infrastructure

5. RE-Engage Counties to Help Them Refocus on WSS Tenets

6. Build a Culture of Data-Drive Decision-Making

Priority 1: Provide Streamlined, Integrated Support to Counties

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Operational Support Team• 25 positions identified, to date

• Could expand to 30 positions in future

• 3 multidisciplinary teams• Child Care• Energy• Food & Nutrition Services• Medicaid• Special Assistance• Work First

Operational Support Team• 1 supervisor on board• 14 consultants on board• 2 supervisor and 8 consultant positions will be posted• Team met last week• Some degree of county presence beginning July 2014

Operational Support Team• Team Training

• Will receive training before beginning work with counties• NC FAST, • facilitation, • coaching, • change management, • business process

Priority 2: Support Advancement of Ongoing Staff Development Efforts

1. Conduct a needs assessment for training in the county

2. Inventory past staff development work

3. Develop workgroup that includes key OST staff and county staff, policy representatives

4. Adequate training for those in leadership positions

5. Define a curriculum, special emphasis on supervisory training

6. Train! Train!

7. Refresh

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Priority 3: Create and Nurture Continuous Quality Improvement Activities

• Develop Continuous Quality Improvement supports• Assess current CQI efforts• Develop change management tools utilizing national best practices around data

in Human Services

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Priority 4: Strengthen Integrated Policy Infrastructure

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As counties move toward program integration, there continues to be a high demand for policy simplification and integration. While the WSS policy groups have been laying the foundation for streamlining with policy alignment changes and the consolidation of policy manuals, WSS has identified the need to increase the speed, impact, and breadth of policy streamlining work.

Our tasks for Year 3 are below:

Task Start Core Activities and Deliverables

Finalize permanent location for Integrated Manual on FAST HELP 7/1/2013 Final URL

Complete Resources section of Integrated Manual 7/1/2013 Resources section

Develop workplan to complete additional sections of the IM 1/1/2015 Prioritization List

Align common forms across programs 1/1/2015 Aligned Forms

Priority 5: Reengage Counties to Help them Refocus on WSS Tenets

Regardless of what we call it, the tenets still hold true!

Continue to provide a way to engage local staff and encourage counties to take ownership of operationalization • Families will tell their story once and receive the services

they need• Every touch matters!

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Task Start Core Activities and Deliverables

Find and implement quick wins 6/1/2014 Communicating these “wins” to counties

Organize workshops to focus on reinvestment, WSS tenets, client orientation for counties 9/1/2014 Development of workshops and

presentations

Empower counties through state support/communications 6/1/2014 Develop a communications strategy

Continue coordination of efforts with NC FAST so we are delivering the same message to counties 4/1/2014 Actively hold WSS/NCF Joint

Planning Committee Meetings

Leverage OST on work that relates to action areas, such as data and staff development, to support WSS 4/1/2014 OST Workplan components on

communication

Priority 6: Build a Culture of Data Driven Decision Making

• Lean heavily on NC FAST for the continued development of reporting

• Focus on WSS data needs

• Emphasize on Churn

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Sustainability

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County Query

Who HAS and IS USING kiosks or computers in their lobby still?

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Discussion/Questions

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Contact Sheet

Judy LawrenceDHHS Project ManagerJudy.lawrence@dhhs.nc.gov (336) 227-2063

Erin HenderlightPCG Project Managerehenderlight@pcgus.com (828) 214-3614

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Public Consulting Group, Inc.148 State Street, Tenth Floor, Boston, Massachusetts 02109

(617) 426-2026, www.publicconsultinggroup.com