LTSS SUBMAAC UPDATES December 11 2017 12222021 1

LTSS SUBMAAC UPDATES December 11, 2017 12/22/2021 1

LTSS Sub. MAAC Updates - Agenda • • Long-term Care Enrollment Updates IEB Performance Updates Participant ‘Churn’ Reports Aging Waiver Service Coordination Plan Management • Nursing Home Transition 12/22/2021 2

Aging Waiver Enrollment Volumes Month January February March April May June July August September 2014 October November December 2015 2016 2017 346 256 589 573 389 526 484 498 611 474 463 628 533 402 545 644 873 749 477 681 946 856 814 857 285 495 538 774 882 1003 942 893 742 789 1038 868 594 409 483 654 492 556 730 867 1207 1090 919 Aging Waiver Enrollment Volumes 1400 1200 1000 800 600 400 200 be r r ec D em ov N em be r ob e ct m Se pt e Au 3 2017 O be r t gu s Ju ly ne 2016 Ju ay M ril Ap ch M ar ry ua br 2014 12/22/2021 2015 Fe Ja nu ar y 0

Enrollment Application Processing Wavier Applications Average Days 2014 2015 2016 2017 to Complete QTR 1 QTR 2 QTR 3 QTR 4 QTR 1 QTR 2 QTR 3 Under 60 104 108 82 75 73 62 65 72 66 56 41 48 56 55 65 Over 60 67 64 57 62 Waiver Application Average Days to Complete 120 100 80 60 40 20 Under 60 12/22/2021 4 3 Q 7 20 1 Q TR TR 2 1 20 17 Q 7 20 1 TR 20 16 Q Q 6 TR 4 3 TR 2 TR Q 6 20 1 Over 60 20 1 1 TR Q 6 20 1 TR Q 5 20 1 5 Q TR 4 3 2 TR 1 15 Q 20 5 Q TR 4 TR Q 4 20 1 3 2 TR Q 4 20 1 4 Q TR 1 0

Applications Completed < 90 Days Wavier Applications Average Days to 2014 2015 2016 2017 Complete QTR 1 QTR 2 QTR 3 QTR 4 QTR 1 Under 60 Compliance percentage 57% 60% 71% 83% 88% 94% 94% 87% 94% 91% 84% Over 60 Compliance Percentage 72% 78% 12/22/2021 5 2017 QTR 2017 2 QTR 3 89% 88% 87% 88%

Referrals 3 rd Quarter Comparisons • Referrals 3 rd Quarter in 2016 and 2017 – – 2017 - 23918 2016 - 19404 • Not return application by month – 3 rd Quarter

Call Center Request – 3 rd Quarter Comparison • IEB Call Center Request 3 rd Quarter in 2016 and 2017

OLTL Complaint Tracking September, 2017 = 140 October, 2017 = 19 Indicate About Numbers Status Update 51 Indicate About Number s Indicate About Numb ers SCA Inquiry/Issue 5 Client 1 1768 5 13 1 Internal Escalation 13 Referrals Internal Escalation PC 6 1 6 Customer Service 1 PA 600 Violation Rights Costumer Service 2 PC 1 Referrals 1 1 1768 10 SCA Inquiry Issue Status Update 2 Data Entry Issue 3 LCD 5 Final Mailings 3 Internal Escalation 30 Ineligible Closed 1 General Inquiry 17 November, 2017 = 20

Caller Survey 3 rd Quarter in 2017

Outbound Dialer • Total number of calls by Outbound Dialer in • Calls Offered Connected and Calls Routed to Agent – 3 months in 2017 Months Outbound Dialers September 6781 October 8473 November 14, 920 Months Calls Offered Connected Calls Routed to Agent September 965 948 October 1354 1324 November 2244 2109

Procurement Updates • IEB Procurement Update – In formal blackout – Final Scoring • FMS Procurement – In formal blackout – Contract Negotiations 12/22/2021 11

Consumer and Churn Reports – Snap Shot Chart for 1 st Quarter SFY 2017 -18 through September Waiver/Act 150 Program Descriptions Oct-16 Dec-16 A Active Consumers authorized for services at the end of the period 1, 705 Act 150 1, 708 29, 194 Aging 29, 442 14, 093 Attendant Care 13, 847 934 COMMCARE 923 14, 658 Independence 14, 405 1, 456 OBRA 1, 446 LIFE 5, 417 5, 451 Total Active Authorized Consumers 67, 188 67, 491 B Consumers added 6 Act 150 9 312 Aging 528 220 Attendant Care 234 7 COMMCARE 10 173 Independence 238 OBRA 7 11 LIFE 138 133 Total Consumers added 1, 168 858 C Consumers that left 3 Act 150 3 687 Aging 554 45 Attendant Care 95 0 COMMCARE 8 13 Independence 62 1 OBRA 2 LIFE 103 Total Consumers that left D Transfers from ACW to Independence Transfers from COMMCARE to Independence 12/22/2021 827 47 -- 96 845 34 -- Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 1, 687 30, 305 14, 131 937 14, 673 1, 458 5, 468 68, 659 1, 680 30, 366 14, 296 942 14, 799 1, 465 5, 485 69, 033 1, 671 30, 099 14, 577 952 15, 038 1, 470 5, 492 69, 299 1, 651 33, 347 14, 693 929 15, 073 1, 469 5, 574 72, 736 1, 643 33, 546 14, 908 938 15, 245 1, 479 1, 608 33, 933 15, 170 944 15, 496 1, 484 5, 695 74, 330 1, 602 33, 788 15, 437 832 15, 894 1, 483 5, 739 74, 775 1, 576 34, 879 15, 638 689 16, 221 1, 504 5, 792 76, 299 2% 46% 20% 1% 2% 8% 73, 362 1, 631 33, 206 15, 131 944 15, 401 1, 482 5, 473 73, 268 6 577 261 11 207 10 133 1, 205 7 609 251 9 188 12 137 1, 213 2 326 383 13 280 8 139 1, 151 5 820 334 8 278 14 175 1, 634 6 727 293 12 213 11 130 1, 392 1 291 273 7 187 6 141 906 5 568 235 8 256 6 156 1, 234 2 454 349 10 421 3 157 1, 396 3 679 394 9 408 21 138 1, 652 0. 2% 41. 1% 23. 8% 0. 5% 24. 7% 1. 3% 8. 4% 14 549 86 5 64 6 117 841 53 -- 11 592 104 2 43 3 119 874 57 -- 7 831 79 1 18 135 1, 071 47 -- 3 519 84 13 45 1 136 801 57 -- 14 626 48 1 29 3 100 821 26 -- 6 984 33 23 1 119 1, 166 15 -- 8 590 91 100 25 4 153 971 38 57 6 862 42 125 8 1 114 1, 158 37 196 9 592 73 89 22 6 141 932 28 78 1% 64% 8% 10% 2% 1% 15% 12 5603 as a % Budget * 1, 575 32, 211 14, 731 0 15, 951 1, 374 65, 842

Employment • Note: This is the total number of waiver/program participants employed (Source: CIS employment data) Using CIS Employment Data (most recent 1 st Quarter SFY 2017 -18) e. DW Data Source: Public Folders * Group Folders * Commonly Used OLTL Reports Sub. MACC for Long-Term Care Comm > Employ and Income Infor Waiver Recipients Sep 2016 2017 Waiver/Employment Dec Jan Feb Mar Apr May Jun Jul Aug ACT 150 Full Time Employment 10 12 12 12 11 12 13 13 12 12 Part Time Employment 17 19 18 17 18 16 18 19 17 15 Self Employment 1 9 8 9 9 9 9 Total 28 40 38 38 38 37 40 41 38 36 Attendant Care Full Time Employment 28 33 34 33 36 36 34 35 32 32 Part Time Employment 137 154 158 152 150 151 159 152 154 157 Self Employment 33 57 58 57 61 53 57 57 59 59 Total 198 244 250 242 247 240 250 244 245 248 COMMCARE Full Time Employment 2 2 3 3 3 2 2 2 Part Time Employment 52 57 57 57 59 57 58 57 55 49 Self Employment 0 4 6 5 5 5 4 4 3 3 Total 54 63 66 65 67 64 64 63 60 54 Independence Full Time Employment 36 41 47 48 53 44 42 41 46 46 Part Time Employment 175 192 199 197 193 195 203 206 195 203 Self Employment 16 59 61 64 62 58 48 54 Total 227 292 307 304 307 303 307 305 289 303 OBRA Full Time Employment 13 16 15 16 16 17 17 16 18 19 Part Time Employment 91 102 106 108 110 110 Self Employment 0 5 5 4 4 3 3 3 Total 104 122 126 128 130 127 131 132 All Waivers 611 761 783 775 787 774 791 780 763 773 12/22/2021 13 Sep 10 15 9 34 32 160 60 252 1 47 3 51 47 218 56 321 19 112 3 134 792

NHT and MFP Transitions Month 2016 December 2017 January February March April May June NHT 02 Service Deliveries Count July August September October TOTAL for Period Number of those who Participants who were % NHT Transitions were also MFP * MFP only ** who also had MFP 94 13 16 13. 8% 92 109 144 98 124 129 101 90 93 22 21 29 17 27 19 13 6 7 21 12 11 33 16 26 24 13 17 101 1175 6 180 14 203 23. 9% 19. 3% 20. 1% 17. 3% 21. 8% 14. 7% 12. 9% 6. 7% 7. 5% 5. 9% 15. 3% * Based on MFP anytime around NHT completion ** Based on MFP Facility Begin Date 12/22/2021 14

NHT Transitions to First Date of Service NHT Transitions that went to OLTL Waiver Jan - Mar 2017 (144) 19 Over 60 Days 7 31 to 60 Days 15 to 30 Days 8 8 to 14 Days 8 19 2 to 7 Days 83 Within a Day 0 10 20 30 40 NHT Transition during January – March Went to OLTL Waiver Non Service Coordination First Paid Date of Service 12/22/2021 15 50 60 70 80 90

Questions 12/22/2021 16