Waitlist Process Review

1. Waitlist Process Review Board Meeting April 8, 2014

2. Outline • Waitlist Process Overview • Analysis and proposals • Short term actions • Waitlist cleanup proposal

3. Waitlist Process Analysis • EEC began a review and analysis of the Waitlist process in Fall of 2013 in order to identify any improvements and address any existing issues • Inputs to this review include: • Financial Assistance Policy Guide • Feedback from the field • Examination of day to day waitlist process activities The goal of this review was to identify opportunities to streamline our Waitlist Process, improve communication, and ensure adherence to policies

4. Waitlist Process Overview • Chapter 1 in the Financial Assistance Policy Guide (2013) outlines the following: • 1.1 Placing Families on the Waitlist (WL) • How to access the WL and requirements prior to enrollment • 1.2 Waitlist Status Codes • All children placed on the WL are categorized by a series of status codes • 1.3 Communicating with Families • Letters sent to confirm placement on WL, renewal of continued placement on WL, removal from WL and funding available • 1.4 Removing Families from Waitlist • Voluntary removal from WL • Failure to maintain/update contact information for WL • Over age (13 unless special needs) • 1.5 Reinstating Waitlist Records • Allow reinstatement within 6 months of their removal date

5. Short Term Actions • To improve Waitlist data quality, EEC proposes the following short term enhancements: • Reduce the number of Waitlist Agents • Use standard terminology in policy and Waitlist applications • Revise and streamline written communications to families • Define families eligible to be placed on Waitlist: • Verification at intake • Children enrolled, but seeking other options

6. Short Term Actions • To improve Waitlist data quality, EEC proposes the following short term enhancements (continued): • Create “slick sheet” for families • Remove families from waitlist if no response to funding letters • Provide training to ensure consistent use of Waitlist, including use of notes • Shorten reinstatement period from 6 months to 30 days – aligns with subsidy appeals • Establish consistent process for “blocking access” to families terminated for cause

7. Waitlist Cleanup Proposal • EEC recently presented a plan to ANF for how to reduce the surplus funds in the Income Eligible account. This plan has not yet received final approval from ANF. • One part of the surplus plan isto provide funds to the CCRRs for waitlist cleanup – an idea that stemmed from feedback received from CCRRs and contract providers that the weekly archiving process for the waitlist, although effective in decreasing the waitlist numbers, requires more than a systemic process to ensure accuracy. • The waitlist has been identified by many providers and CCRRs as a principle barrier for timely placement of children in contracted slots and providing vouchers. Waitlist issues include invalid contact information, families no longer financially eligible, and families on a waitlist even though they are already enrolled in a program. • In our proposal, the CCRRs will review the waitlist for accuracy, continued interest, potential eligibility, and communication of fees. They will also provide guidance to the families on their role in maintaining accurate information. • Completing this effort during this fiscal year will continue EEC’s efforts to ensure the waitlist is kept current and more precise for FY2015. It will facilitate efficient maintenance of the current voucher allotments and future voucher expansion.

8. Waitlist Cleanup Proposal • Each CCRR will be given funds to hire temporary staff that will be responsible for contacting all families on the waitlist prior to a particular date using a standard script created by EEC. EEC will also provide a 3-day training session for all staff on the process. • The first priority for CCRRs will be to use existing functionality to remove all duplicate families and to ensure that all information in KinderWait is accurate and complete for each family. • After completing the questions, assessing potential eligibility, and confirming the family's interest and ability to pay the parent fee, the family and the worker will together decide if the family remains on the waitlist or is removed from the waitlist. Families will receive follow-up letters based on the decision made during the call. • Families not reached after 2 calls will receive letters asking for a return call. A note will be made in KinderWait every time contact is attempted. Families who do not respond within 10 days will be terminated and will be sent a letter informing them of their removal and detailing the reinstatement process. • EEC will set benchmarks for this work and monitor CCRR progress through weekly reports provided by the CCRRs as well as reports pulled directly from KinderWait.

9. Additional Policy Considerations • The proposal provided to ANF does not address any changes to waitlist policies. • In order to ensure that all funds are spent in the most productive manner, we think that we would receive the best outcomes if some of the proposed changes were implemented in coordination with these cleanup efforts. • Specifically, we feel that the implementation of the following short term actions would be beneficial to the success of this cleanup effort: • The ability to terminate families from the waitlist who do not respond to inquiries (similar to families not responding to funding availability letters as mentioned on slide 6). Existing policy only allows the removal of families who have invalid contact information. • Shortening of the grace period that a family has to be reinstated on the waitlist after their removal (grace period is currently 6 months; pending proposal would shorten it to 30 days). • Creation of an information sheet that would be sent to families who choose to remain on the waitlist to inform the family of its responsibilities and expectations (similar to proposed marketing materials).

10. Next Steps • Finalize and implement FY14 activities under IE surplus (April-June) • Work with Commissioner to update Waitlist Policies (April-June) • Communicate changes with stakeholders and Waitlist agencies