Washington State Management Evaluation Program

Then & NowLessons Learned with Process Change and Management Evaluation

August 2014

Shared Workload Challenge- Washington QA’s Catalyst for Change

- Service Delivery Redesign (SDR)- Piloted in November 2009- Fully implemented in November 2010

- Caseload challenges- Staffing challenges

- Shared Workload Model- Implemented in July 2013

From Then to Now

Then

- Local Review Process- Application- Recertification

- 9-12 Site Visits Annually

Now- Statewide Review

Process- Application- Recertification- Document

Management- Live Telephone Contact

- 29 Site Visits Annually

SNAP in Washington State

Secretary of Department of Social & Health Services

Assistant Secretary For Economic Services Administration

Community Services Division

Regional Administrators

Local Community

Services Offices

Policy/Operations/Program Support &

Performance

Program Integrity& Quality Assurance

Federal SNAP Team

State SNAP Team

Partnership

Building a Strong Partnership

- Planning- Case Corrections- Corrective Action Plan- Collaboration for Clarity

ME Review Process- Desk Review only

- No customer contact- Based on verification/documentation

available in case- Live Telephone Contact

- Information gathering from a customer perspective

ME Review Process- Design automated review worksheets- Standardized guidance & training

ME Review Process Lessons

- Staffing for Success- Sample Testing- Re-Training Quality Control Specialists- Uniformity- Peer Review- Telephone Review

Facility Site Visits- Expanded Schedule- Review Checklists- Communication with Stakeholders

Statewide Community Services Office Map

Facility Site Visit Lessons- Organization, Organization, Organization- Clear expectations and transparent

processes- Local Management Interactions

Statewide Reporting- Quarterly reporting practices- Statewide comparison- Increase in Customer Access reporting

Statewide Reporting Lessons- Keeping Stakeholders informed- Feedback - Case Correction Tracking- Corrective Action Tracking- Follow- Up

The Future of ME in Washington

- Expanded Statewide Reviews- Recipient Integrity- Customer Access- Fraud Referral Early Detection (FRED)- Every 2 year cycle for facility visits

Monica MedalenManagement Evaluation

Program CoordinatorMonica.Medalen@dshs.wa.gov

Maria ThompsonManagement Evaluation

AdministratorMaria.Thompson@dshs.wa.gov

Contact Information