104             STATEWIDE PROCESS MANAGEMENT

DPA Division of Public Assistance 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 Eligibility Information System (alerts) and ARIES Alaska's Resource for Integrated Eligibility Services (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