washington state management evaluation program
DESCRIPTION
Washington State Management Evaluation Program. Then & Now Lessons 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 - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/1.jpg)
Washington State Management Evaluation Program
Then & NowLessons Learned with Process Change and Management Evaluation
August 2014
![Page 2: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/2.jpg)
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
![Page 3: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/3.jpg)
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
![Page 4: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/4.jpg)
SNAP in Washington State
![Page 5: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/5.jpg)
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
![Page 6: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/6.jpg)
Building a Strong Partnership
- Planning- Case Corrections- Corrective Action Plan- Collaboration for Clarity
![Page 7: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/7.jpg)
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
![Page 8: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/8.jpg)
ME Review Process- Design automated review worksheets- Standardized guidance & training
![Page 9: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/9.jpg)
ME Review Process Lessons
- Staffing for Success- Sample Testing- Re-Training Quality Control Specialists- Uniformity- Peer Review- Telephone Review
![Page 10: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/10.jpg)
Facility Site Visits- Expanded Schedule- Review Checklists- Communication with Stakeholders
![Page 11: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/11.jpg)
Statewide Community Services Office Map
![Page 12: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/12.jpg)
Facility Site Visit Lessons- Organization, Organization, Organization- Clear expectations and transparent
processes- Local Management Interactions
![Page 13: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/13.jpg)
Statewide Reporting- Quarterly reporting practices- Statewide comparison- Increase in Customer Access reporting
![Page 14: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/14.jpg)
Statewide Reporting Lessons- Keeping Stakeholders informed- Feedback - Case Correction Tracking- Corrective Action Tracking- Follow- Up
![Page 15: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/15.jpg)
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
![Page 16: Washington State Management Evaluation Program](https://reader035.vdocuments.net/reader035/viewer/2022062422/56813ba9550346895da4db68/html5/thumbnails/16.jpg)
Monica MedalenManagement Evaluation
Program [email protected]
Maria ThompsonManagement Evaluation
Contact Information