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

October 1, 2013

Improving Program Performance, Processes and

Service to our Community

• 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

• 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

• 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 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.

• 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

• 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.

• 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

• 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

• 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