Collabor8 A Pilot Project Testing Efficiencies in Eligibility Determination

1. Collabor8A Pilot Project Testing Efficiencies in Eligibility Determination Ohio County Partners: Wood, Sandusky, Hancock, Marion, Morrow, Delaware, and Knox Concept to Implementation & Beyond ICSM Annual Conference - 2013

2. Nationally Recognized Collabor8 Wins NACO 2012 Achievement Award 2012 Best of Category in Human Services ICSM Annual Conference - 2013

3. History • In June of 2010, Wood County JFS developed the initial concept which envisioned virtual linkage of agencies. • August 2010 – Six partner counties joined and ODJFS agreed to participate. • The project went live in February of 2012 and continues in operation. ICSM Annual Conference - 2013

4. Collabor8 Pilot County Stats • In 2010, the seven Collabor8 Counties had a total population of 597,677. • Active client load is approximately 150,000. • Collabor8 would be the fourth largest metro in Ohio. ICSM Annual Conference - 2013

5. C8 Business Drivers • Increase case worker efficiency • Upgrade client handling capacity without adding large amounts of additional staff • Enhance access to services for applicants with barriers ICSM Annual Conference - 2013

6. Primary Tech Investments • Expanded data lines • New telephony systems • Centralized document imaging systems • Customized workflow ICSM Annual Conference - 2013

7. Virtual Call Center Design Call transferred through state data lines Caller hears menu Client Calls 855 # Call rings at a designated Call Center VoIP Case Worker conducts phone interview Case Worker uses unified imaging/workflow system to process docs and track case status ICSM Annual Conference - 2013

8. Collabor8 Partnered with BGSU to Develop a Quality Control Tool Set • Quality control reviews determine errors created in cases. • 10% of all cases are reviewed each month. • Quality control stats are distributed monthly, including QC tools like pareto charting and regression analysis. ICSM Annual Conference - 2013

9. Implementation- Lessons Learned • Staffing levels are tricky to estimate. • Changes in client flow and staff turnover require flexibility. • Collaborating can involve merging very different corporate cultures. ICSM Annual Conference - 2013

10. Daily Process • Calls are distributed randomly amongst agents. • Eligibility Workers are grouped together in units called “Management Banks.” • Customer Service Workers answer routine questions to allow Eligibility Workers to focus on eligibility interviews. • Managers monitor call activity in real time. ICSM Annual Conference - 2013

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12. Timeliness Percentage Comparison- CY 2012 ICSM Annual Conference - 2013

13. ROI • ROI has been very hard to calculate due to a large shift in caseloads. • C8 estimates that 12 less workers were needed during the first nine months. • The unified document imaging system should save C8 approximately $200,000 in 2014. • Redundancy gains have not been calculated. ICSM Annual Conference - 2013

14. Cost Summary for Collabor8 • Annual cost of operation in 2012 was $161,262.88. • Most of this cost was data lines and phone charges. • A call center manager was added in 2012. • Staffing levels are on the rise due to ACA considerations and recession effects. ICSM Annual Conference - 2013

15. Operational challenges moving forward • Separation of Medicaid from ODJFS and ACA related changes • Reduced funding, recession effects, and caseload increases ICSM Annual Conference - 2013

16. ACA Implications • Increases in Medicaid clients will drive workflow design. • Simplification alters technology needs. • Politics and rapid deployment of new systems creates complexity. ICSM Annual Conference - 2013

17. Next Steps • Migrate remaining imaging systems to central server • Important to add Integrated Voice Response • Real time data verification ICSM Annual Conference - 2013

18. Thank You… Dave Wigent, Director Wood County Job & Family Services 419-373-6920 wigend@odjfs.state.oh.us ICSM Annual Conference - 2013