BPR Update for June 20th!

What’s Happenin’:
We have four offices who have implemented BPR and the approved/denied numbers are very impressive! For staff who haven’t been through the process yet, approved/denied % is a direct reflection of One & Done, the primary method of reducing multiple/duplicate client contact on the phone and in the lobby. This process is working and it is wonderful to be able to see the data that confirms how efficient the division is becoming! Thank you!

Please resist the temptation to compare offices and the number of cases worked. All offices have different staff numbers and many have recently returned from new program training. Each office is unique, but the core BPR principles apply to all. You are encouraged to keep an eye on the number of cases completed; approved/denied are considered completed, while pended require additional work when the verifications are returned. We need to focus on keeping the pended number low and hold true to the One and Done concept whenever possible.

The total number of cases worked will increase dramatically when the entire division is working in PathOs, the staff get used to the management tool and offices better understand how to define the work and set daily goals for teams.

Of special note is the SNAP backlog report from last week shows an 11.8% reduction over the previous week. The data also shows that our SNAP application timeliness for approved applications has improved 2% over April. These are the numbers we want to see and the only change we have made is BPR. We have four offices who have implemented and four offices preparing for implementation. Hang in there, we appear to be in a slack tide with it shifting in our favor (sorry- it is fishing season, what can we say?!) - NICE WORK!

PathOs is showing the following data:

What’s coming:
Kenai will be implementing BPR on Monday June 20th! Monday morning will begin with the staff going over the HowWe guide and understanding PathOs. They are preparing for a soft implementation in the afternoon. As a reminder, this is another office where the phones will be going directly to voicemail and the messages will be retrieved and placed in PathOs for a return call.

Fairbanks is preparing of a July implementation, with Gambell and Coastal following in August.

Humbled by your awesomeness,
Tammie and Aimee