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Workforce Models in a New Services Delivery World

Workforce Models in a New Services Delivery World. An overview of how counties have managed through transition and established a functional workflow in our new service delivery world NC Work Support Strategies Leadership Summit, March 25, 2014. Agenda. Goal of Session

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Workforce Models in a New Services Delivery World

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  1. Workforce Models in a New Services Delivery World An overview of how counties have managed through transition and established a functional workflow in our new service delivery world NC Work Support Strategies Leadership Summit, March 25, 2014

  2. Agenda • Goal of Session • Demographics of Panel Counties • Introduction of Presenters • Panel Presentations • Q&A and Group Discussion • Wrap-up and Adjourn

  3. Goal • Provide program managers and supervisors insight and information about functional models for workflow and business process in an integrated service delivery world.

  4. Workforce Models in a New Service Delivery World Population: 17,630 FNS Caseload: 1,799 WFFA Caseload: 14 Yancy Dare Gaston Population: 34,573 FNS Caseload: 1,998 WFFA Caseload: 28 Bladen Pender Population: 208,049 FNS Caseload: 21,019 WFFA Caseload: 369 New Hanover Population: 34,915 FNS Caseload: 4,668 WFFA Caseload: 164 Population: 54,195 FNS Caseload: 4,586 WFFA Caseload: 100 Population: 209,234 FNS Caseload: 16,201 WFFA Caseload: 329

  5. County Presenters • Yancey • Cynthia McIntosh, IM Supervisor and WSS Champion • Cynthia.mcintosh@yanceycountync.gov • Pender • Patricia Walker, IM Administrator and WSS Champion • pwalker@pendercountync.gov • New Hanover • Kenda Rodenburg, Economic Services Supervisor • krodenberg@nhcgov.com • Melissa Jackson, Economic Services Supervisor • msjackson@nhcgov.com • Amanda Lamkin, Economic Services Supervisor • alamkin@nhcgov.com

  6. County Presenters and Contacts • Gaston • Angela Karchmer, Economic Services Coordinator and WSS Champion • Angela.karchmer@gastongov.com • Dare • Bonnie Drewry, IM Supervisor and WSS Champion • drewryb@dcdss.org • Bladen • Patricia Smith, IM Program Administrator • psmith@bladenco.org • Michelle Wright, WSS Champion (additional contact) • mwright@bladenco.org

  7. Yancey County • Cynthia McIntosh, IM Supervisor • Cynthia.mcintosh@yanceycountync.gov

  8. Pender County • Patricia Walker, IM Administrator • pwalker@pendercountync.gov

  9. New Hanover County • Kenda Rodenburg, Economic Services Supervisor • krodenberg@nhcgov.com • Melissa Jackson, Economic Services Supervisor • msjackson@nhcgov.com • Amanda Lamkin, Economic Services Supervisor • alamkin@nhcgov.com

  10. Gaston County • Angela Karchmer, Economic Services Coordinator • Angela.karchmer@gastongov.com

  11. Dare County • Bonnie Drewry, IM Supervisor • drewryb@dcdss.org

  12. DARE COUNTYHEALTH & HUMAN SERVICESSOCIAL SERVICES DIVISION“Land of Beginnings” PILOT COUNTY FOR NC FAST UNIVERSAL INTAKE PROCESSING MAINTENANCE

  13. LOCAL ECONOMY Dare county’s local economy is tourism, construction and real estate based Primary employment is service based, hourly wage earners with no benefits Seasonal with increased demands for services beginning in October tapering off in April

  14. INTAKE & PROCESSING UNIT Staff: 14 caseworkers 1 processing assistant 1 supervisor 2 of the 14 caseworkers are remote • Responsible for taking applications and processing for all Economic Services programs (Exception:Adult Medicaid processing remains withexperienced staff) •  Average288 monthly Income Support Applications with multiple program requests i.e. MA, WFFA & FNS

  15. MAINTENACE UNIT Staff: 10 caseworkers 1 Processing Assistant & 1 Supervisor This unit is responsible for ongoing maintenance and review for all Economic Services programs Workers are universal handling all cases assigned to a client Cross Training: Buddy system pairing with different program expertise Located staff to combine programs i.e. FNS with MA Identified Subject Matter Experts

  16. SNAP SHOT Food & Nutrition Services March 2014 Cases:2,019Participants:4,049 Medical Assistance: 3,814 WFFA 29

  17. AGENCY SUBJECT MATTER EXPERTS“SME” MAKING USE OF YOUR EXPERTS Adult MA MAD LTC & CAP WFFA SSA & SSI Ex-Parte Adult MA Reserve Food and Nutrition Services MAGI Budgeting/Reports Change in Situation NC TRACKS/NC FAST workaround Family Medicaid Citizenship & Immigration Eligibility FFM Application Processing Self-employment Help Desk

  18. Bladen County • Patricia Smith, IM Program Administrator • psmith@bladenco.org

  19. Questions and Group Discussion

  20. Thank you and enjoy the rest of the Summit!

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