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Washington State Management Evaluation Program Then & Now Lessons Learned with Process Change and Management Evaluation August 2014
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 [email protected]
Maria ThompsonManagement Evaluation
Contact Information
