NC FAST BEST PRACTICES

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) • 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 • Task Management • Universal Worker processing / case management • Kiosks

Cleveland County How Have We Gotten This Far

Buncombe CountyChanging the Process

Three Key Elements • Organizational Structure • Training • Managing and Monitoring

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 • Training is the Key • Right people • Structure • New opportunities • Not one and done • AB Tech

Managing the Work Versus the Work Managing You What does that mean? • Daily huddles • Reports • Communications • Results or core teams • Flexibility • Metrics

Questions

NC FAST BEST PRACTICES

NC FAST BEST PRACTICES

Presentation Transcript

Best Practices

Best Practices

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BEST PRACTICES

NC FAST Implementation Update

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Best Practices

NC FAST Leadership Summit Update

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NC FAST BEST PRACTICES

BEST PRACTICES

Best Practices

Best Practices

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