placer county human services october 1 2013 n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Placer County Human Services October 1, 2013 PowerPoint Presentation
Download Presentation
Placer County Human Services October 1, 2013

Loading in 2 Seconds...

play fullscreen
1 / 13

Placer County Human Services October 1, 2013 - PowerPoint PPT Presentation


  • 127 Views
  • Uploaded on

Placer County Human Services October 1, 2013. Improving Program Performance, Processes and Service to our Community. Placer County. Population : 352,380 (07/11 - 27% increase since 2001) Education : High School graduation Placer = 86% vs. CA = 74%

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Placer County Human Services October 1, 2013' - sachi


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
placer county human services october 1 2013
Placer County Human Services

October 1, 2013

Improving Program Performance, Processes and

Service to our Community

placer county
Placer County
  • Population: 352,380 (07/11 - 27% increase since 2001)
  • Education:
    • High School graduation Placer = 86% vs. CA = 74%
    • Bachelor’s Degree Placer = 34% vs. CA = 30%
    • Non-English in home Placer = 14% vs. CA = 43%
  • Economics
    • HomeownershipPlacer = 73% vs. CA= 57%
    • Median Income Placer = $74,447 vs. CA = $60,883
    • Children in Poverty Placer = 11% vs. CA = 22% (Placer= #2 in state)
    • Unemployment Rate Placer = 8.8% (09/12) vs. CA = 9.7%
  • Health Indicators (MATCH Report)
    • Health Outcomes Rank 4
    • Health Factors Rank 2
    • Health Behaviors Rank 4
    • Clinical Care Rank 2
    • Social& Economic Factors Rank 2
service improvement initiatives
Service Improvement Initiatives
  • Same Day CalFresh application processing
      • Targeted outreach to seniors and employers
      • Partner with local organizations; county PCs for access to online applications
  • BCW Unit – on line applications for CalFresh, CalWORKs and Medi-Cal
  • Document Imaging
      • Completed in 8 months; implemented auto indexing
  • Lobby Visitor Experience Management
      • Lobby greeter – immediate assistance; divert to lobby phones and PCs for call center and online applications
      • Kiosk – changed language used; benchmarked wait time to 20 minutes
  • Service Center
      • Task based approach to ongoing benefits applications and maintenance
      • Call Center – all programs; applications and current recipients
      • Queue number and ETA; call back option; Chat function TBD
      • Real time tracking of service levels
service center technology
Service Center Technology
  • Task Management
    • Document Imaging: SIRE
    • TMT (Task Management Tool)
      • Currently using a version of Tulare County’s software product with upgrades
      • In development K2 Black Pearl
    • CalWIN and SIRE load tasks automatically into TMT by 4:00 AM every day
  • Lobby Management
    • Lobby Greeter to assist; can accept paperwork drop off and issue needed forms
    • Kiosk for checking and drop off
    • Phones to call center instead of waiting
    • PCs with access to Benefits CalWIN to apply on line instead of waiting
    • Program Specialist in Lobby for “Drop In” needs of existing recipients
  • Call Management (Call Center)
    • TFB (Technology for Business) IVR
    • ETA/Queue Position Announcement
    • Automated Callback Feature
    • Future addition of queued chat/email
    • DVS – Call and Screen Recording tool for QA
call center staffing
Call Center Staffing
  • Call Center staff are assigned to specific programs based on their area of expertise. All phone staff receive both intake and continuing client calls.
  • Have staff 100% dedicated to phones; with back up from case maintenance staff
  • Needed staffing determined by Erlang Calculation.
task management tmt
Task Management - TMT
  • No longer have 100 individual staff caseloads; 24 caseloads determined by program, function and language. For example: CFIE = CalFresh – Intake- English
  • Task distribution managed by CalWIN caseload assignment
  • Application and RRR tasks are held by the assigned worker until the process is completed
  • Associated tasks are auto-assigned to the worker with the open Application or RRR task. Non-associated tasks are assigned on a rotational basis
  • Call Center staff pull and work tasks associated with calls as needed
call center hardware
Call Center Hardware
  • NEC SV8500 VOIP PBX
  • NEC Automated Call Distribution (ACD)
  • Technology for Business (TFB) IVR; 48 port Windows 2003 Servicer for CTI. Used in Placer County since 2001, current server installed in 2011.www.tfbc.com
  • HP Proliant Server for Media Server (ACD Reports)
  • DVS Analytics, 40-port Encore Small Business System Platform; Call Recording System www.dvsanalytics.com
  • CalWIN ACCESS IVR, which integrates with the IVR/ACD
  • There are 2 T-1s for Human Services calls, with a total of 48 channels
  • All hardware except the DVS server and the Call Center extensions reside in Auburn.
call center performance standards
Call Center Performance Standards
  • Average Speed to Answer < 60 seconds
  • Grade of Service >80%
    • 80% of all calls answered

in 60 seconds or less

  • Abandon Rate <5%
  • Average Handle Time < 15 minutes
    • Talk Time < 5 minutes
    • After Call Work Time < 10 minutes
accessing assistance
Accessing Assistance
  • Call Center:
    • 12% of callers are applying for assistance
    • Offer caller choice:
      • Direct to BCW or will mail application
      • Will complete initial paperwork and schedule phone interview
    • Have recording of verbal consent
  • BenefitsCalWIN: On line applications
    • Offer phone or face to face interview – 65% chose phone
    • Scan and email, fax or smartphone photo signature page
  • Walk Ins
    • Choice of face to face or phone interview; lobby access to BCW
impact
Impact
  • 2012-2013
    • Applications up 14%
    • Lobby visits down 26%
    • Average speed to answer calls = 32 seconds
    • Timeliness up overall to 94%; for BCW at 96%
    • CalFresh eligibles up from 42% to 62%
    • Public satisfaction ratings: 96% - courteous staff; 93% handled issue; 91% answered call on first try