North Carolina
Department of
Health & Human
Services
NC FAST
Leadership Summit
Update
April 22-23, 2013
1
Agenda
 Project Update
 Project Schedule
 Spotlight Topics:
 Conversion Update
 Feedback from County Testing Participants
 Training Update
 System Administration Approach
 County Readiness Update
 Questions and Answers
2
North Carolina
Department of
Health & Human
Services
Project Update
3
P1 Update




All counties have been fully converted to process FNS cases in NC FAST
Many counties are still working through the case conversion process
Supported 724,971 issuances for active FNS and SNAP cases in March,
representing approximately $700M in FNS benefits issued since go-live
Received over 21,400 Help Desk tickets for NC FAST production from
counties since go-live of which over 20,900 have been responded to and
closed

Of the outstanding tickets, 127 are awaiting customer feedback, 90 are
awaiting a defect resolution, and 303 are in an Open status.

Working to address open ticket backlog

NC FAST continues to provide On-Site Support (OSS) to assist counties
through the transition

Working to consolidate NC FAST Help Desk operations at the NC FAST
project site
4
P2&6 Overview






Detailed Design is complete
System development is well underway and is targeted to be completed in
April
Testing team has identified 5,335 scripts that must be executed prior to
P2&6 pilot launch
Have worked 1,865 scripts - at a lower defect rate than P1
21 county staff are participating in testing activities
User Acceptance Testing (UAT) will take place in May-June and will involve
the testing of end-to-end scenarios to confirm the system can accurately
process cases

UAT will include time for unstructured testing

Exploring the possibility of having a satellite UAT testing location in
Catawba County
5
ePASS Update






ePASS electronic submission for FNS applications is now available
Each county should subscribe appropriate workers to the following two work
queues:

Online Application Received

Withdrawal Request Created
NC FAST will query county work queue assignments for these two queues
to confirm users have been assigned to watch for online application
submissions
Citizens will need an NCID to submit ePASS applications and will be able to
register for an NCID as part of the ePASS application process
Digital “signature” for an ePASS application will consist of:

NCID entry

Typing full name

Selecting a check box associated with an attest statement
Public-facing communication materials will be made available to support
local PR about ePASS availability; no state-level PR is planned
6
ePASS Home Page
Supports application submission now; will
eventually support recertifications,
changes, and notifications to citizen
7
ePASS Log-in Page
8
Current Applications Page
9
Select Application Page
Supports electronic submission of FNS application;
Medicaid apps must still be mailed/faxed/dropped-off
10
Applicant Details Page
ePASS Update
11
Applicant Details Page (cont’d)
ePASS Update
12
Applicant Details Page (cont’d)
ePASS Update
13
Applicant Details Page (cont’d)
ePASS Update
14
Electronic Application Submission
ePASS Update
15
Current Applications Page
16
Application Withdrawal
ePASS Update
17
Document Management Update


Attaching images available at Project 2 and 6 pilot
Images will be able to be attached in the following places:

Person and Prospect person

Application

Integrated case

Product delivery case

Evidence/verification screens
 Any type of file will be able to be attached
 Guidelines will be issued that will address:
1. Which documents should be scanned
2. Where images should be attached
3. Recommended image resolutions
 Integration with county document management solutions will be provided

Design guidelines will be issued in May/June

A webinar will be conducted that will review the interface design

No date has been established for when the interface will be available
18
Application
Application
19
Person
Person and Prospect
Person
20
Integrated Case
Integrated Case
21
Product Delivery Case
Product Delivery Case
22
Evidence Verification
Item
23
Project 7 Update





Participating in ongoing Centers for Medicare and Medicaid Services (CMS)
webinars and calls
Conducting joint application design (JAD) meetings
Reviewing detailed designs
Coordinating with federal partners:

Incorporation of MAGI rules into system design

Test planning
Continuing preparations to initiate development of P7 functionality once
designs are approved
24
Project 3 Update



Scope: Child Care, LiEAP, CIP
With deferral of Project 4 (Child Protection), Project 3 is being moved up
Expected initiation of Project 3 is fall of 2013
25
North Carolina
Department of
Health & Human
Services
Project Schedule
26
Implementation Calendar
Sun Mon
Tues
Weds
Thurs
Fri
Sat
2
4
5
6
7
8
14
15
3
Final Prep for Pilot Training Delivery
9
10
11
12
13
June
1
Wave 1 – Primary Pilot Training
16
17 – Pilot Go-Live
and First Soft
Launch
18
19
20
21
22
28
29
Wave 1 – Primary Pilot Training
23
24
25
26
27
Wave 1 - Pilot Training Recovery
27
Implementation Calendar
Sun Mon
Tues
Weds
Thurs
Fri
Sat
30
2
3
4 – State Holiday
5
6
12
13
19
20
26
27
2
3
1
Wave 1 - Pilot Training Recovery
July 4th
7
8
9
10
11
Wave 1 - Pilot Training Recovery
July
Wave 1 - Train-the-Trainer
14
15
16
17
18
Wave 1 - Train-the-Trainer
21
22
23
24
25
Wave 1 - Training Delivery
28
29
30
31
1
Wave 1 - Training Delivery
2
28
Implementation Calendar
Sun Mon
4
5 – Second soft
launch
Tues
Weds
Thurs
Fri
Sat
6
7
8
9
10
15
16
17
Wave 1 - Training Delivery
August
11
12
13
14
3
Wave 1 - Training Delivery
18
19 – Third soft
launch
20
21
22
23
24
Wave 1 - Training Delivery
Wave 2 – Primary Pilot Training
25
26
27
28
29
30
31
Wave 1 - Training Delivery
Wave 2 – Primary Pilot Training
29
Implementation Calendar
Sun Mon
1
2 – State Holiday
Tues
Weds
Thurs
Fri
Sat
3
4
5
6
7
Labor Day
Wave 1 - Training Delivery
4
September
Wave 2 – Primary Pilot Training
8
9 – Pilot Hard
Launch and Fourth
Soft Launch
10
11
12
13
14
19
20
21
27
28
Wave 1 - Training Delivery
Wave 2 - Training Recovery
15
16
17
18
Wave 1 - Training Delivery
Wave 2 - Training Recovery
22
23
24
25
26
5
Wave 1 - Training Delivery
Wave 2 - Training Recovery
30
Implementation Calendar
Sun Mon
29
30 – Fifth and
Final Soft Launch
Tues
Weds
Thurs
Fri
Sat
1 – ACA Milestone
2
3
4
5
10
11
12
17
18
19
Wave 2 – Train-the-Trainer
October
6
7
8
9
Wave 2 – Train-the-Trainer
13
14
15
16
Wave 2 - Training Delivery
20
21 - Hard Launch
Group 1
22
23
6
24
25
26
31
1
2
Wave 2 - Training Delivery
27
28
29
30
Wave 2 - Training Delivery
31
Implementation Calendar
Sun Mon
Tues
Weds
Thurs
Fri
Sat
3
5
6
7
8
9
15
16
4
November
Wave 2 - Training Delivery
10
11 – State Holiday
12
13
Veteran’s Day
14
Wave 2 - Training Delivery
7
17
18 – Hard Launch
Group 2
19
20
21
22
23
29 – State Holiday
30
Wave 2 - Training Delivery
24
25
26
27
Wave 2 - Training Delivery
28 – State Holiday
Thanksgiving
32
Implementation Calendar
Sun Mon
Tues
Weds
Thurs
Fri
Sat
1
3
4
5
6
7
12
13
14
2
Wave 2 - Training Delivery
December
8
9
10
11
8
Wave 2 - Training Delivery
15
16 – Hard Launch
Group 3
17
18
19
20
21
26 – State Holiday
27
28
2
3
4
Training Down Week
22
23
24 – State Holiday
25 – State Holiday
Christmas
Training Down Week
29
30
31
1 – ACA Milestone
Training Down Week
33
Implementation Calendar
Sun Mon
Tues
Weds
Thurs
Fri
Sat
5
7
8
9
10
11
16
17
18
6
Wave 2 - Training Delivery
January
12
13
14
15
Wave 2 - Training Delivery
19
20 – State Holiday
9
21 – Hard Launch
Group 4
22
23
24
25
28
29
30
31
1
MLK Day
26
27
Wave 2 - Training Delivery
34
Implementation Calendar
Sun Mon
Tues
Weds
Thurs
Fri
Sat
2
4
5
6
7
8
13
14
15
3
Wave 2 - Training Delivery
February
9
10
11
12
Wave 2 - Training Delivery
10
16
17 - Hard Launch
Group 5
18
19
20
21
22
23
24
25
26
27
28
1
35
North Carolina
Department of
Health & Human
Services
Conversion Update
36
Conversion Approach


Soft Launch

Will convert history for persons on closed cases

Converted several times through soft launch period

Conversion of persons will also result in creation of closed Integrated
Cases; will not close active FNS cases if the person is already receiving
FNS benefits

We will create an Integrated Case for individuals that have Work First
Time Limit History, had received legacy benefit diversion in the past 12
months, and/or have a family cap exemption – assuming these
individuals are not already on an active FNS case in NC FAST
Hard Launch

Monthly conversions between September 2013 and February 2014

All active cases and pending applications will be converted as well as
10 IE segments and any providers stored in EIS

If an EIS case is converted and an NC FAST case already exists for the
case head, then the product delivery cases will be inserted under the
existing integrated case and the existing NC FAST case owner will be
the owner of the converted product delivery cases
37
Who will be converted at Soft Launch?







The individual’s latest case must have been in a county that is getting soft
launched
The individual cannot be on an active case
If the individual is deceased, then the individual will be converted if they
have been dead for less than a year
The individual cannot have a pending Work First check in EIS
The individual cannot be on a pending application
The individual must be in CNDS
The individual must have one of the following:

Had an Individual Eligibility Segment within the past 10 years

Had a Work First Tracking record

Had completed Vocational Training (Work First) hours

Had completed and countable Job Search hours (Work First) within the
past 12 months

Had completed Excused hours (Work First) within the past 12 months

Had completed Holiday hours (Work First) within the past 12 months
38
North Carolina
Department of
Health & Human
Services
Testing Update
39
Testing Feedback
“Being part of P2&6 testing has
been very exciting. I do not have
much experience with NC FAST
so being part of the testing team
has shown me what NC FAST is
going to be capable of
accomplishing. NC FAST is so
beneficial for everyone that is
involved with it, clients and
caseworkers alike.”
Shannon Myers
Johnston County
40
Testing Feedback
“I’ve always thought of myself as a
person who is open to change
(considering I change my hair style
every few months), however I was not
too eager to learn the NC FAST
system. Being a tester for the P2&6
test team has been a learning
experience. What would I say about
NC FAST: It’s change, It’s different, it’s
LEARNABLE.
NC FAST will help us as caseworkers
be more knowledgeable about the
agency services we provide as well as
enhancing our skills to offer excellent
customer service to our customers.”
Portia Hester
Durham County
41
Testing Feedback
“At first, I was scared of the
new system (NC FAST) but
was very amazed how fast I
learned to take and process
applications and reviews. I am
now in Raleigh working with the
P2&6 Testing Team and getting
to see more of the big picture.
Honestly, I do believe that both
the clients and agencies will
benefit from NC FAST.”
Deidra Hill
Johnston County
42
North Carolina
Department of
Health & Human
Services
Training Update
43
Training Update





Training team is busily working to develop Project 2 & 6 training
Due to migration to Universal Worker model, P1 users and new P2&6 users
will receive P2&6 training

Reception, inquiry only, and supervisor content will be delivered via WBT
With incorporation of P1 users into the training population, the number of
concurrent classrooms is being increased

We need to find suitable classrooms!

Let us know if you have facilities
The project team will be delivering some classroom training virtually

Still defining specific approach and required logistics

Provides participants greater scheduling flexibility; no travel required

Content fully mirrors conventional classroom delivery

Exploring this training approach as a means to support ongoing new
worker training and perhaps Project 3 deployment (Child Care, LIEAP,
CIP)
Distance learning is being overhauled – a complete Moodle redesign
44
New NC FAST Moodle
Home Page
45
Listing of required
courses based on user
profile
46
Course detail page
showing course
overview and
objectives
47
Screen detail showing
a typical distance
learning scenario
48
North Carolina
Department of
Health & Human
Services
System Administration
Update
49
System Administration Update








The NC FAST is exploring how best to go about configuring each county’s
organization structure
Counties will be responsible for entering users into the system
Given the fluidity of each county’s organization structure, there will be a
milestone prior to each county’s soft and hard launch date to firm up the
organization structure
Once each county’s organization structure is configured, it will need to
remain “frozen” until the soft launch and hard launch milestone is reached
Lock period should not exceed 1 month prior to each milestone
Correct configuration of the organization structure is vital for dashboard
reporting and workflow to work correctly
Readiness Liaisons will work with County Champions to map EIS District
Worker Numbers of NCIDs to support case conversion for Hard Launch
NC FAST will make available updated System Administrator reference
materials that spotlight known problem areas based on Project 1 experience
50
New User Roles



Work First Employment Services Worker
Transportation Coordinator
Transportation Auditor
51
New Work Queues









Medical Assistance Program Freeze - This will be used for all applications that were originally
denied due to a Medical Assistance Program Freeze and have been re-activated when the freeze
ends.
Medical Assistance Courtesy Application - This will be used to transfer a courtesy application
to the correct receiving county.
SDX Exception - This will be used to resolve SDX exceptions that have been created. An SDX
worker would have to resolve these exceptions by pulling the task from the queue.
SDX Case without Owner Task - This will be used for tasks created on SDX cases without an
owner.
Mail/Electronic Presumptive Eligibility - This will be used for presumptive eligibility applications.
Start Disability Determination - This will be used for the Start Disability Determination tasks that
will be sent to this queue for DDS workers to assign to themselves and start disability
determinations.
LIS Application - This will be used to notify workers of LIS applications.
LIS Exception - This will be used to resolve LIS exceptions.
Pending Referral Work Queue - This queue will hold tasks created when an Eligibility worker
generates a referral for an Outcome Plan.
52
North Carolina
Department of
Health & Human
Services
County Readiness
Update
53
New Liaisons
(L to R) Melanie Luques (P7 Liaison), Denise Eggleston
(County Liaison), and Colleen Neace (P7 Liaison)
54
County Readiness Update




9 Town Hall sessions conducted
13 Foundation Workshops conducted
Readiness Assessments will soon begin

Two assessments: 1) pre soft launch and 2) pre hard launch

Readiness Assessment instrument has been extensively updated

Assessments will be conducted jointly by Readiness Liaison and
Program Reps
Staffing:

2 Project 7 Liaisons have joined the team – 2 more to come

1 County Liaison has joined the team
55
North Carolina
Department of
Health & Human
Services
Questions and Answers
56