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NC FAST BEST PRACTICES. COUNTY PERSPECTIVE MACON, CLEVELAND, BUNCOMBE. Macon County: Practices That Worked. Advanced planning (temporary workers) Universal Intake Unit Specialized Processing Units Worker specialization (processing applications / processing recertification's)

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nc fast best practices

NC FAST BEST PRACTICES

COUNTY PERSPECTIVE

MACON, CLEVELAND, BUNCOMBE

macon county practices that worked
Macon County: Practices That Worked
  • Advanced planning (temporary workers)
  • Universal Intake Unit
  • Specialized Processing Units
  • Worker specialization (processing applications / processing recertification's)
  • Designated NC FAST Specialist
  • Work reports (daily!)
  • Teamwork
  • Flexibility (loose leaf notebook)
  • Workers input (listen)
  • Maximize workers potential
  • FOOD
macon county practices that didn t work
Macon County: Practices That Didn’t Work
  • Task Management
  • Universal Worker processing / case management
  • Kiosks
cleveland county

Cleveland County

How Have We Gotten This Far

three key elements
Three Key Elements
  • Organizational Structure
  • Training
  • Managing and Monitoring
slide7

Work Flow with supporting staff structure

Over the shoulder support

Trouble shooters, on the ground, feeding info back to SMEs

Trainers on Computer System

Computer savvy

Subject Matter Experts

Policy gurus

Supervisors

supporting

Staff

Customer Service Center

interface with call center; managing customer service responses

Communication Specialist

Managing daily messaging and practical aspects of supplements to procedure/policy

QA/HSPE on the floor managing analytics of the process

what we do matters
What We Do Matters
  • Training is the Key
  • Right people
  • Structure
  • New opportunities
  • Not one and done
  • AB Tech
managing the work v ersus the work m anaging y ou
Managing the Work Versus the Work Managing You

What does that mean?

  • Daily huddles
  • Reports
  • Communications
  • Results or core teams
  • Flexibility
  • Metrics