The salmon have been swimming along for several months now and we now have some feedback for the months of October and November 2008. So far 4 of our salmon are off to a very good start, with three of them swimming at 100% and several more not far behind. However, with two months reflected in the sample thus far, our salmons’ keen sense of direction doesn’t appear to be quite fully developed. Our 91.12% accuracy rate is lower than the 92.62% we had at this same time last year, and we’re currently ranked in 49th place nationally for payment accuracy. On a positive note, we have been successful in improving our negative error rate over this same time last year, which is an important indicator of our overall efforts to ensure quality service and quality results.
Click image to view a larger chart in PDF format.
Everyone is incredibly busy and local offices are seeing a big increase in applications. So, the fact that we need to re-double our efforts to do what we can to improve our Food Stamp accuracy isn’t taken lightly. Managing an increased work load while focusing on improving accuracy isn’t easy. In addition to individual office and regional corrective action initiatives, we have teams working diligently on projects to bring about some of the more systemic changes that have been recommended throughout the division. Project teams are:
• Working to improve and standardize the work flow process,
• Increasing the number of case reviews and targeting cases that are considered high risk for errors,
• Improving reporting capabilities from our Case Review Tool so we can analyze and respond more quickly to error trends,
• Increasing use of telephone versus in-person interviews to enhance efficiency and customer service, and
• Improving and simplifying guidelines for documenting case notes.
Efforts are also underway to improve guidance, tools, and processes for performing interface checks. System Operations is testing software applications that will enhance the “look and feel” of EIS to make it more user friendly. DPA is also taking the lead in DHSS to research, develop, and implement document imaging tools and processes.
Swimming our way up in the national ranking is certainly within our capabilities. As stated by this unknown author “It's a good idea to begin at the bottom in everything except in learning to swim.”
Although the photo for this SNAP broadcast is of Earl Ohmer, a former Alaska Game Commissioner from the 1940’s and 50’s, some think it bears a striking resemblance to our own Chief of Field Services, Ron Kreher. The photo is a reminder that while the big one sometimes “spits the hook”, if we keep our focus and efforts on opportunities to improve payment accuracy, we’ll bring home the trophy. Fish on!
2009 Food Stamp Accuracy Improvement Campaign
From: Mary Riggen-Ver, Chief, Program Integrity and Analysis