104            STATEWIDE PROCESS MANAGEMENT

DPADivision 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 EISEligibility Information System (alerts) and ARIESAlaska's Resource for Integrated Eligibility Services (tasks) system;

• 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 current™ system to assign and claim work, manage results, and monitor production and workflow.

Note:

The job aids and user guides are available on SharePoint. They 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.