Work Support Strategy County Leadership

1. Work Support Strategy County Leadership Call and Webinar May 13, 2014 www.pcghumanservices.com

2. Agenda • Updates • Year 2 Accomplishments • Year 3 Planning Activities • Sustainability • County Query

3. Updates: Meetings Regional Meetings • Eastern: May 29-30, Atlantic Beach • Western: Aug. 7-8, Asheville • Central: Aug. 28-29 • Please let us know you are coming (email Judy, Erin, or Shannon) Regional Directors’ Discussion: Staffing, Classifications, and How We Think About Leadworkers and Clerical Staff. Social Services Institute • October 22-24, 2014; Hickory What special sessions would you like to see at the SSI? (ie, bring back Idaho!)

4. Updates: Professional Development Webinars of Interest: MathematicaIssue Forum: The Growing Demand for Rapid-Cycle Assessment: What Works Best and When?Date: Wednesday, May 21, 2014Time: 12:00-1:30 ETDescription: Pressure to improve program performance and accountability while dealing with limited resources has led to a growing demand for rapid-cycle assessment. However, researchers conducting such assessments face a unique set of challenges that may affect their ability to evaluate programs effectively and objectively. This forum will examine several approaches to rigorous rapid-cycle assessment. Our panel of experts will discuss the opportunities associated with this type of assessment as well as the challenges, particularly when assessing interventions that may not show immediate results. Register Here

5. WSS Year 2 Updates • 2013 and 2014 Leadership Summits • Social Service Institute (SSI) breakout sessions • Regional Directors Meetings • County Champion Webinars • NCWSS.com Updates • County Self-Assessment Final Report • Integrated Manual • Integrated Application • County Innovations Document • Relationship Development • State-county communication

6. Leadership Summits and SSI • Leadership Summits 2013 and 2014 focused on: • Collaborative leadership • Change Management • Integrated Service Delivery • NC FAST • 2013 Social Service Institute • Included WSS County Champion Idaho Pre-Session • Universal Worker • Managing during transition • EPass and Expedites

7. WSS County Champions • Regional Directors Meetings • WSS Breakout Sessions featuring discussions on universal workers, lead workers, integrated service delivery, triage, supervisors, lead workers, clerical roles in NC FAST and workflow management • Monthly County Champion Calls • Regular meetings including discussions, county queries, updates and topics including: • Task management • Triage • Innovations in counties • Computer application centers • Professional development • Top areas of waste • Supervisors

8. Self-Assessment • An online assessment designed to help counties determine, strengths, weaknesses and areas of need to ensure a successful implementation of WSS and NC FAST. • Final Report published online in Fall, 2013. Aggregate results across all 72 responding counties.

9. Integrated Application • Collaborative effort between multiple DHHS agencies to develop an integrated application for Economic Benefits • Design is easy to read and uses symbols for programs • Programs include • Food and Nutrition Services • Medicaid • Refugee Medical Assistance • NC Health Choice • Special Assistance • Subsidized Child Care Updates: NC’s Integrated Application is awaiting approval from CMS and USDA.

10. Integrated Policy Manual • Will include all manuals, integrated into a single manual: FNS, MA, WF, Subsidy, SA, Energy • Income section – released July, 2013 • Resources section – expected Summer/Fall 2014

11. www.ncwss.com

12. County Innovations Document • A compilation of county submitted innovative practices with descriptions and contact information. • Topics Covered: • Triage • Task Management • Computer Intake Centers • Churn

13. Relationship Development • WSS Leadership Team • WSS Committee • Policy Governance Board

14. State-County Communication • Operational Readiness Workshops • Covered NC FAST updates, workflow management topics, universal worker idea • Leadership Summit 2013 and 2014 • Focused on communications • 2014 included state county networking session • Social Service Institute • WSS provided several breakout sessions • Idaho visitors • Policy Review Subcommittee • Continued county input on policy

15. WSS Y3 Priorities

16. Priority 1: Provide Streamlined, Integrated Support to Counties Operational Support Team • 25 positions identified, to date • Could expand to 30 positions in future • 3 multidisciplinary teams • Child Care • Energy • Food & Nutrition Services • Medicaid • Special Assistance • Work First

18. Operational Support Team • 1 supervisor on board • 14 consultants on board • 2 supervisor and 8 consultant positions will be posted • Team met last week • Some degree of county presence beginning July 2014

19. Operational Support Team • Team Training • Will receive training before beginning work with counties • NC FAST, • facilitation, • coaching, • change management, • business process

20. Priority 2: Support Advancement of Ongoing Staff Development Efforts • Conduct a needs assessment for training in the county • Inventory past staff development work • Develop workgroup that includes key OST staff and county staff, policy representatives • Adequate training for those in leadership positions • Define a curriculum, special emphasis on supervisory training • Train! Train! • Refresh

21. Priority 3: Create and Nurture Continuous Quality Improvement Activities • Develop Continuous Quality Improvement supports • Assess current CQI efforts • Develop change management tools utilizing national best practices around data in Human Services

22. Priority 4: Strengthen Integrated Policy Infrastructure As counties move toward program integration, there continues to be a high demand for policy simplification and integration. While the WSS policy groups have been laying the foundation for streamlining with policy alignment changes and the consolidation of policy manuals, WSS has identified the need to increase the speed, impact, and breadth of policy streamlining work. Our tasks for Year 3 are below:

23. Priority 5: Reengage Counties to Help them Refocus on WSS Tenets Regardless of what we call it, the tenets still hold true! Continue to provide a way to engage local staff and encourage counties to take ownership of operationalization • Families will tell their story once and receive the services they need • Every touch matters!

24. Priority 6: Build a Culture of Data Driven Decision Making • Lean heavily on NC FAST for the continued development of reporting • Focus on WSS data needs • Emphasize on Churn

25. Sustainability

26. County Query Who HAS and IS USING kiosks or computers in their lobby still?

27. Discussion/Questions

28. Contact Sheet Judy Lawrence Erin Henderlight PCG Project Manager ehenderlight@pcgus.com (828) 214-3614 DHHS Project Manager Judy.lawrence@dhhs.nc.gov (336) 227-2063

29. Public Consulting Group, Inc. 148 State Street, Tenth Floor, Boston, Massachusetts 02109 (617) 426-2026, www.publicconsultinggroup.com