104-3          TOOLS FOR EFFECTIVE WORKLOAD MANAGEMENT

There are tools available to help field offices manage the workload:

1. On-line Case Notes.  This tool increases worker’s ability to share critical case information.  Caseworkers will use on-line case notes to document all contacts, actions, and information used in making case decisions, with the exception of extremely sensitive information. Refer to MS 109 for additional information about documentation.

2. CR001 Report – ET Caseload Report. Supervisors are required to distribute and monitor caseload reports regularly, and caseworkers are responsible for regularly reviewing the reports to ensure that all cases are in the current month and benefits are authorized. This report is available online in Systems Operations website: https://dpasysops.dhss.alaska.gov/production/.

3. Telephone Logs.  The voice mail system is available to caseworkers to ensure that calls are received while they are away from their desk.  The telephone log is a useful tool to utilize in documenting and tracking the date and time messages and reports of change were received.  The telephone log should not replace documentation in the CANO Case Notes.

4. ET Resources on DPAweb. This site provides access to numerous sites which are vital to an eligibility technician's work on a day-to-day basis. Link to ET Resources: http://dpaweb.hss.state.ak.us/node/374.

5. Macros.  Certain tasks are performed repeatedly on EIS Eligibility Information System such as writing notices, online case notes, and alerts.  Caseworkers can automate these tasks by using macros.  A macro is a series of keystrokes which are grouped together as a single command to accomplish a task automatically.  Instead of time-consuming repetitive actions, caseworkers can create and run a single macro that will accomplish the task.  Any sequence of tasks performed on EIS Eligibility Information System can be automated and run using a macro.

Note:

The following procedures also apply to creating macros in Bluezone.

How to create macros on EIS Eligibility Information System:

1. • Place the cursor where you want the macro to start on the EIS Eligibility Information System screen.
     

   • Click the record button.  A box will appear that will allow you to name the macro.  Be sure to use only eight characters for the name.
     

   • Start typing and perform the task.  Remember to type slowly as the macro also records every mistake.
     

   • When done, click the stop button.

    

How to play macros on EIS Eligibility Information System using the toolbar:

1. • Click on the play button.
     

   • A box will appear that will allow you to select the macro you want to play.
     

   • If you want the macro to stop playing, click on quit.

2.  

How to set up the popup keypad:

Macros can also be consolidated on the popup keypad that allows caseworkers to play their macros by doing a right-click on the mouse button.

1. • Click on ”Assist” from the WorkStation window menu bar.
     

   • Choose ”Popup Keypad Setup” from the Assist menu.  ”The Popup Keypad Setup” dialog box will be displayed.
     

   • Click on ”Customize” button.  The ”Customize Popup Keypad” dialog box will appear.  The current functions of pad 1 are shown at the bottom of the box.
     

   • To increase the number of functions, choose the number of Rows, Columns, and Pads from the ”Keypad Size” box.  The maximum number of functions per pad is 64.
     

   • Choose a macro from the ”Macro/Script" box.
     

   • Click the button that you want to change.
     

   • Repeat steps 5 and 6 until a button is assigned for each macro.
     

   • If there are more than 64 macros, click on pad 2, 3, or 4.
     

   • Choose ”file” from the menu bar.
     

   • Choose ”Save As.”
     

   • Replace the asterisk with the name of a file in which to save the assignments.
     

   • Click ”OK” to close the ”Customize Popup Keypad” dialog box.  This will take you back to the ”Popup-Keypad” files dialog box will take you back to the ”Popup Keypad Setup” dialog box.
     

   • Click on user defined and the browse.  The ’Browse Popup Keypad’ files dialog box will appear.
     

   • Under file name click on the save file.  Click ”OK” twice.

How to play macros on the popup keypad:

1. • Place the cursor to where you want it to start on the EIS Eligibility Information System screen.
     

   • Right click on the mouse.
     

   • Click on the macro.

Creating macros for mass job:

1. • Macros can be used to perform mass jobs such as changing caseloads.

    

6. EIS Tracking Systems. There are several tracking screens in EIS that caseworkers must utilize to keep track of information about the case.

• ABWD Screen: This screen helps the worker track ABAWD (able bodied adults without dependents) clients, and the countable and non-countable ABAWD months for each client. This screen also allows the caseworkers to document the reasons a month is not countable.

• PRAW Screen: This screen tracks the date and state of issuance for previous Temporary Assistance and SNAP benefits a client received. Entry of information regarding previous aid from other states services as a check to ensure that duplicate benefits are not issued. This screen also records the number of months an individual has received Temporary Assistance or TANF benefits to assist in tracking the 60-month time limit for each client. The PRAW screen also records the number of months an individual has received the Temporary Assistance earned income deduction.

• WORK Screen: Caseworkers may view or update information regarding a client's status with Work Services. Other data, which may be viewed or updated, include the number of months a participant has used toward their lifetime 12-month baby exemption, their education and literacy level, the date their Family Self-Sufficiency Plan must be reviewed, and category in the Welfare to Work program. Also, the WORK screen allows access to the WOSA (Work Sanctions) screen, the JOMO (JOBS Set Month), the JPMN (JAS Payments Menu), and the JOPH (JAS Program History).

7. Benefit History Screens. The benefit history screens allow caseworkers to review the complete history of the program benefits and to verify benefit authorization. The display provides a summary, by benefit month, of the household size, countable income, allowable deductions, benefit amount, recoupment amount, and net benefit.

1. TABH Temporary Assistance Benefit History (Temporary Assistance Benefit History)

2. TAIH (Temporary Assistance Issuance History)

3. FSBH Food Stamp Benefit History (Food Stamp Benefit History)

4. FSIH (Food Stamp Issuance History)

5. APBH APA/IA Benefit History (Adult Public Assistance Benefit History)

6. APIH (Adult Public Assistance Issuance History)

7. MEBH (Medicaid Benefit History)

8. MEIH (Medicaid Issuance History)

9. GABH (GRA General Relief Assistance Benefit History)

10. GAIH (GRA General Relief Assistance Issuance History)

11. GMBH (CAMA Chronic and Acute medical Assistance Benefit History)

12. GMIH (CAMA Chronic and Acute medical Assistance Issuance History)

8. Interface Inquire Screen (ININ). This screen provides information on income received by clients who are identified by their Social Security Number on the INME screen. This screen is a tool to help verify the accuracy of reported information or to detect unreported information. EIS cannot guarantee the accuracy of the information provided by the interface. Therefore, further verification or collateral contact may be needed to obtain more information.

This interface can provide information on income from the following sources: BDX Beneficiaries and Earning Data Exchange (Benefits and Earnings Data Exchange); SDX State Data Exchange (State Data Exchange); ALB Alaska Longevity Bonus (Alaska Longevity Bonus); PFD Permanent Fund Dividend (Permanent Fund Dividend); UIB Unemployment Insurance Benefit (Unemployment Insurance Benefits); AKPAY (State Employee Payroll); and WAG (Department of Labor Wage Match).

9. SVRE (State Verification Response) Screen. This screen accepts requests from caseworkers regarding the benefits client may receive from the Social Security Administration (SSA). SSA has modified this screen to also accept requests for prisoner information. EIS makes a monthly match with the SSA data base and generates alerts. Caseworkers are obligated to follow-up on these alerts.

10. PRAP (Program and Person Alert). This screen displays all program and person alerts that exist on the case. Caseworkers are also allowed to enter or update information on this screen such as outstanding recoupment, disqualification, and fraud investigations.