104 STATEWIDE PROCESS MANAGEMENT
DPA offices must establish and maintain an effective process management system. Effective process management provides families with quality and responsive customer service. Each office is responsible for:
Providing clients with as much knowledge
as possible about the requirements and benefits of the programs;
Informing clients about their responsibilities;
Establishing workflow procedures that ensure
easy client access for reporting changes and obtaining information;
Ensuring that reports of change, complaints,
and inquiries are acted upon within required timeframes;
Maintaining
and using the EIS
(alerts) and ARIES
(tasks) system in accordance with the HowWe
Guide.
Reviewing caseload reports on a regular
basis to monitor the status of each case and the authorization and
issuance of benefits;
Utilizing forms and logs to ensure benefits
are issued correctly and timely; and
Utilizing Pathways (tracks) in PathOS to assign and claim work, manage results, and monitor production and workflow.
Note:
The HowWe Guide is also available to provide staff
with an overview of their role in statewide process management, the duties
and responsibilities associated with their role, and instructions on performing
these duties to ensure adequate staffing, resources and quality of work.
The guide is currently available on DPAweb under this link: https://go.dhss.ak.local/dpa/ETResources/Shared%20Documents/Forms/AllItems.aspx
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