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


  • 133 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

Placer County Human Services October 1, 2013


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