WELCOME Task Management Mc Dowell County Purpose and

WELCOME Task Management Mc. Dowell County

Purpose and objectives q Task Management’s purpose is doing more work with less workers by organizing your work flow. q Task Management’s objective is giving the client better services at a higher efficiency rate. Clients actually get their benefits quicker using the TM system. q Task Management’s objective is ensuring that Case Workers can have more time to complete reviews and applications by balancing their time. The Case Worker actually has more time to spend with the client and to process each case. This objective ensures less errors and more quality services that the client is receiving.

Team Organization Family & Children Application Task Team Intake worker. 3 Processing intake applications/mail-in applications/auto-newborns/ Walk-in/and phone calls.

Team Organization Family & Children Review Task Team All cases that are assigned to you daily are to be completed by the end of the day. That specifically means the case has to be worked up and ready to approve or terminate per policy rules. If you need to send a 5097 to request more information, then do it on the day you are assigned the case, and follow up with the case timely. Track your process on the Outlook and in dictation. Each task review worker will key approval/termination of the cases they are daily assigned. (You should have already sent a 5097 three weeks prior to pull check-if you are working up the cases correctly. ) Will work on the Child Support/SSI Termination Reports/EA Reports daily and keep mail room “worked” up the first 30 minutes of the day. Will be assigned cases to work on in accordance with monthly reports (End -of-Case management actions required; Carolina Access Reports, and all other Monthly Reports on the Family & Children list; Pending County Transfers, and any other actions that require actions-such as ongoing changes/reports.

Time Lines for Work Flow Day after pull check thru the first week of the month: Key approval/terminations of current month reviews (five days). Start Working Reviews up for the next month: the next two weeks of calendar (10 days). Last week of the month: Work up Monthly/Quarterly Report/End-of -the Month Case Management, etc… (30 minutes every day is spent working on weekly reports-EA, SSI Termination, Child Support 4 D, etc…) Start cycle over again….

Time Lines for Work Flow November 2011 SUNDAY 6 13 20 27 MONDAY 7 WR TUESDAY WEDNESDAY 1 Key 2 Key Approvals of all October Reviews. 8 Election Day! Holiday! ! 9 up December Reviews (ending 1231 -2011) 4 WR SATURDAY 5 Last Day to key timely! 10 WR 11 WR 12 WR 17 WR 18 WR 19 WR 15 WR 16 21 WR 22 Double 23 25 PULL 24 Holiday/S CHECK! tate Work up check CM! Work up Monthly/Qu arterly Reports! 29 Key approvals/ Terminations of December Reviews (ending 12 -31 -2011) per program guidelines. 3 Work FRIDAY WR 14 28 Key approvals / Terminations of December Reviews (ending 12 -31 -2011) per program THURSDAY 30 Key approvals/ Terminations of December Reviews (ending 12 -31 -2011) per program guidelines. Offices Closed! 26

Time Lines for Work Flow December 2011 SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY 1 Key Approval FRIDAY 2 Key Approval /termination of all December Reviews. 4 5 Work up January Reviews (ending 131 -2012). 6 WR 7 WR 8 WR 9 WR SATURDAY 3 10 Last day to key timely! 11 18 25 12 WR 13 WR 14 WR 15 WR 19 Double check CM! Work up Monthly/Quarterly Reports! 20 Double check CM! Work up Monthly/Quarterly Reports! 21 Double check CM! Work up Monthly/Quarterly Reports! 22 Double check 26 Christmas/ 27 Christmas/ State Office Closed! Holiday! 28 29 Key Terminations /approvals of January Reviews (ending 0131 -2012) per program guidelines. State Office Closed! Holiday! Key Terminations/ Approvals of January Reviews (ending 0131 -2012) per program guidelines. CM! Work up Monthly/Quarterly Reports! WR 17 PULL CHECK!! 24 30 Key Terminations /approvals of January Reviews (ending 0131 -2012) per program guidelines. 31 16 23 Work up Monthly/Quarterly Reports!

esponsibilities oles and q We called Raleigh and had all cases transferred to one district number. This helps the case management align with the due dates for each month by program category. q Key all of your applications to one district number. This also helps the align the applications by due date.

esponsibilities oles and q We set up an two Outlook group calendars: one for applications and one for reviews. Each task team will use the specific group calendar to put any information needed to process, such as: 5097’s, timely and adequate terminations, update a case, check for UIB, etc… q The Outlook “cues” them when a 5097 is due, or if an application’s 45 th day is due, etc…

esponsibilities oles and 1. Every day you will be assigned a task list to complete, you are responsible for completing all of those cases. If you work ahead on your assigned tasks, that is okay, as long as you finish your assigned task for the day. 2. You are assigned the minimum amount of cases to do; you may work ahead of schedule as desired. 3. Everyone backs up each other when there is an overflow of clients into the office/or calling into the office. Customer service is our main goal for task management. 4. Last Week of the month: Both Tasks teams will help each other to make sure they are on task/finished. 5. Both Tasks teams will work on Quarterly/Monthly reports/Case Management Reports, late reviews, and applications for the last five days of the month. 6. When a person is out sick or on vacation, the review/application tasks will be divided up with remaining workers to complete. 7. EACH MONTH, THE TASK TEAMS WILL CHANGE ON THE SECOND WEEK OF THE MONTH (AFTER THE PROCESSED REVIEWS ARE KEYED). THE APPLICATION TEAM WILL BEGIN WORKING UP THEIR REVIEWS FOR THEM TO KEY THE FOLLOWING MONTH. This ensures that a worker is keying their own review that they worked up.

esponsibilities oles and Calculations for assigning tasks with the Unit: We currently have 8 case workers in Family & Children Medicaid. Application Forecast: 103 Pending applications/100 processed applications per month=203 monthly 50 applications per worker monthly/13 per week/3 per day =4 case workers Reviews: Processing: 399 per month/99 per worker/per 5 days=20 per day. Working Up: 399 per month/49 per week (10 days) /10 per day. =4 case workers

Areas For Growth q Task Management creates team work for a more efficient work flow. q Task Management creates a cycle that everyone contributes to get the end result. q Task Management measures your progress by monitoring tasks keyed, per day. This helps you know which areas you are weak in (such as keying skills, processing reviews/applications, relating policy and applying it to procedures, etc…. q Case workers have ownership of creating and learning a new process as they go. Instead of a client having a case worker, they now have a team managing their benefits.

eam Building xercises q Relationships. Let the team take a Myers-Brigg assessment and compare it with other co-workers. This assessment helps workers understand the different types of personalities. Discuss how different personalities can work together, regardless of their differences. q Accountability. The team will learn to respectively but consistently hold people accountable for delivering. q Respect. Be respectful of other co-workers on your team. Everyone has a voice, and has a chance to be heard. q Risk planning. Plan for the unexpected. What would happen if “mayhem” happened here…or there… q Communicate, Communicate! Make sure others understand what you are saying, and define expectations. Explore options to avoid conflicts. Learn to disagree respectably, and negotiate for the end result.

q Any questions? Best Practices q Discussions? q Suggestions? Please email me at: trish. fields@mcdowell. nc. gov or call me at: 828 -659 -0629.

Recommendations q It is my hope that any County that implements Task Management in their Agency will communicate what works, and what does not. This can save other Counties time and hard work.

THANK YOU by: Trish Fields/Family & Children Medicaid