FOOD STAMP NEGATIVE CASE ACTION

1. FOOD STAMP NEGATIVE CASE ACTION Error Rate Reduction Campaign

2. Message from Philip L. Browning, Director As 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.

3. What Is A FS Negative Case Action Error? WITHDRAWALS INCORRECT DENIALS TERMINATIONS

4. Incorrect FS Negative Case Actions occur when we… • 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

5. Why Do We Care? Inaccurate or improper withdrawals, denials, or terminations may: • 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

6. How Is The Negative Case Action Error Rate Determined? Each month withdrawn, denied and terminated Food Stamp cases are audited by the State from a sample selected by the Federal Government.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. 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.

7. How Large was the Sample in 2007? • 1082 negative cases were reviewed Statewide • 305 negative cases were reviewed in Los Angeles County • 777 negative cases were reviewed in all other Counties in California

8. How Are We Doing? State/LA County Goal 8.0% FFY 2008 - Preliminary National average negative case action error rate is 9.37%. * FFY 2008 –Preliminary. October 2007 through July 2008

9. FFY 2008: What Are Some of The Problem Areas? • Denials due to erroneous calculations of monthly gross income • Denials with no supporting documentation or case comments to substantiate the reason for the denial or withdrawal • Denials prior to the end of the 30th day time frame for failure to provide verification • Erroneous terminations due to missing NOMI at recertification • Erroneous terminations due to non-eligibility factors (e.g. Cases terminated instead of transferred)

10. How Can We Make A Difference?

11. We can make a difference with • Departmental Commitment • Heightened Staff Awareness • Ongoing Staff Training • Resource/Reference Tools for Eligibility Staff • Improved Participant Education • Departmental Corrective Actions

12. 1. Departmental Commitment • 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

13. 2. Heightened Staff Awareness • 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.

14. 2. Heightened Staff Awareness Food Stamp –Quality Control (Negative) FFY 2008*

15. 3. Ongoing Staff Training • Conduct Supplemental Negative Case Action Training • Conduct refresher Case Opening Clerk Training • Develop additional training tools: QC Trivia, Quizzes, etc.

16. 4. Resource/Reference Tools for Eligibility Staff • Administrative Memorandum # 07-23 Food Stamp Negative Error Rate dated 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

17. 5. Improved Participant Education • 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 Rights & R e s p on s i b i l i t i e s

18. 6. Departmental Corrective Actions • Analyze Negative Case Action Error trends • Discuss negative case actions at Departmental and District Corrective 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.

19. Don’t Forget… COMMUNICATE!  DOCUMENT! DOCUMENT!  COMMUNICATE! DOCUMENT!  COMMUNICATE! USE CORRECT NOTICE OF ACTION FOR A WITHDRAWAL, DENIAL OR TERMINATION “WHEN IN DOUBT: SCREEN IN, NOT OUT!”

20. Also remember… • 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

21. And Keep In Mind… AUTOMATION DOES NOT REPLACE DOCUMENTATION

22. “TOGETHER, WE CAN MAKE A DIFFERENCE”