Business Process Redesign Update

Greetings!

What’s Happenin:

One item that became really clear during the BPR Statewide Planning efforts was the need for all staff to have consistent eligibility practices to help you complete the tasks. Creating a standard approach for work is mandatory for eliminating rework. We heard you loud and clear!

The Consistency tools team: 

Last week several of your peers were able to test drive the draft verification matrixes that identify (by program) when client statements can be used and when another form of verification is required. Based upon feedback, these will add value once they are ready for prime time. This is a tool for you use as a desk top job aid so you can quickly utilize it when interviewing or receiving a report of change.

It was also recognized that an interview script would be helpful because this practice varies wildly from one person to the next. It was noted that inefficient interviewing leads to mistakes, pending for additional information, and is time consuming. The interview scripts were developed and are being tested by your peers for FS/MED/ATAP; FS/MED; and APA.  Again, once these are closer to prime-time and have been vetted, you will have them to guide your conversation with the client. Please give this a chance, you’ll have some coaching and support on how to use these  tools during the site planning phase so it won’t sound like you’re reading it to the client.   

We heard about the CANO’s or Documentation narratives and how they must be consistent and helpful for staff assigned to completing pended cases with the information is provided.  This consistency tool is still in the “design” phase. The idea is to have a drop-down menu, radial dial, and other automated information in the tool. This will easily allow you to copy in a macro and paste into EIS (yes, there is a character limit), and take similar action in ARIES.  This is more efficient, ensures the “language” is consistent, and the necessary information is provided.

Lastly, we also heard all of the comments on the expanded version of the SPMG. From this point forward, this will be lovingly referred to as the How We guide. How we get the work done. This will become a “cliff note” version of the new processes. This guide should be easier to use and will remain housed in the Admin Manual.

Training Information:

SD&T is working with the offices to confirm the specific training needs per office. The majority of the staff have been trained in all CORE programs so the MAGI and ARIES only workers will be learning the CORE programs along with EIS. On the flip side, those trained in all CORE Programs will be taught MAGI and ARIES.   A trainer will be sent to the following offices instead of flying staff to Anchorage: Ketchikan, Juneau, Kenai, and Fairbanks- dates and times are still being worked out based upon the specific office needs.

In the meantime, MAGI/ARIES training in Anchorage for anyone in the Anchorage area (attendance exceptions need approval from Tammie): March 7-18; and CORE training in Anchorage for anyone in the Anchorage area (attendance exceptions need approval from Tammie): April 4-22; We will be looking at additional training opportunities as we move through this process.

What’s coming:

We also had multiple discussions last week pertaining to the office implementation schedule, and the tentative schedule for C!A to work with the offices listed below.  More information will be coming to define what occurs in the “Planning”, “PathOs”, and “Go-Live” phases:

There is consideration for combining the Anchorage bowl into one planning session which would occur late March. This will allow the staff in Anchorage to work together, be shown the consistency tools, start the office readiness plan for go-live, and much more.  These are the advantages of doing these sites in parallel.

I know everyone is anxious to get moving on the BPR recommendations and have been asking what can be done now to help. The best thing for you to do at this moment is to complete as many cases as you can by making an extra phone call to get information now instead of pending. The more cases we complete by either denying or approving benefits, the fewer cases that will go into backlog.

Thank you very much for everything you are doing to get the work done!

Tammie and Aimee