Many staff around the state have asked that we take a look at our telephone system and make changes to meet our business needs. We heard you!
During the past 8 months we’ve done a lot of preparation to implement a Virtual Contact Center (VCC). Here is some general information on this project as we get ready to launch it. During the next month and a half, more information will be shared. The VCC will be utilized only by the Field Services Offices due to the funding associated with this project.
The Division has implemented BPR in 8 offices (Ketchikan,
Juneau, Muldoon, Sitka, Wasilla, Kenai, Homer and Fairbanks)!
Fairbanks implemented last week (July 11th) and
—they did a remarkable job! Great work on the part of the eligibility
staff to work the new processes.
We have four offices who have implemented BPR and the approved/denied numbers are very impressive! For staff who haven’t been through the process yet, approved/denied % is a direct reflection of One & Done, the primary method of reducing multiple/duplicate client contact on the phone and in the lobby. This process is working and it is wonderful to be able to see the data that confirms how efficient the division is becoming! Thank you!
Muldoon implemented BPR on May 23 and they are showing strong leadership support and engaged staff! Muldoon is adjusting to added staff from Gambell in an effort to ensure they were appropriately staffed to cover the lobby and phones. This has allowed Muldoon to be able to accomplish most of the daily goals they have set for themselves during the last couple of weeks.
We heard you AND it is making a difference!!
The Statewide Planning Team (and other staff who mentioned this to us over the past year) overwhelmingly recommended that all eligibility staff learn both systems (EIS and ARIES) and learn all programs.
Beginning January 1, 2016, individuals in the Anchorage area who were between the ages of 18 and 49, did not have a child in their home, and were able to work became subject to the Able Bodied Adult Without Dependents (ABAWD) rule. This rule states that an individual who is subject the ABAWD rule could only receive SNAP (Supplemental Nutrition Assistance Program – Food Stamps) for 3 months in a 3 year period. The Division was notified on May 31, 2016 that the federal Food and Nutrition Service approved a waiver exempting the entire state from the ABAWD rule effective June 1, 2016.