The decision was made to move
from Caseload Management to
Process Management in January
2014 due to several factors:
• 70% Increase in Caseloads
• 22% Decrease in Staff
Georgia One
• Staff Organized around processes
• Heavily focused on having customers
enter system through Call Center and
Internet Application (COMPASS)
• Ability to have work completed
statewide, with equitable distribution of
work
• Virtual Supervision
Georgia One Issues
• Our Call Center Technology did not support our vision
• Manual workflow tools were established using EXCEL,
rather than relying on our Mainframe System. This was
very error prone.
• Work was assigned to caseworkers on a daily basis, and
if not completed, it was reassigned again the next day –
most likely to a new worker.
• Our caseworkers went from using two main tools to
manage their work to four or more.
• The numbers to the local county offices were no longer
accessible, with customers being required to call our
new toll-free line.
Division of Family & Children Services
Blueprint for Change
Georgia’s New Practice Model
One Caseworker, One Family
•
•
•
•
•
•
•
Local Service
Geographic Supervision
Accountable for Entire Case
Caseloads reestablished and balanced across the state
Increased access at local offices
More Customer Service Focused
Call Center Inquiries and Changes Only
DFCS Regions
CATOOSA
DADE
TOWNS
FANNIN
1
WHITFIELD
WALKER
GILMER
GORDON
2
PICKENS
DAWSON
FLOYD
BARTOW
HALL
STEPHENS
FRANKLIN
BANKS
JACKSON
14 DeKALB
DOUGLAS
FULTON
CARROLL
13
BARROW
GWINNETT
COBB
PAULDING
HARALSON
4
MERIWETHER
CLARKE
WALTON
PIKE
JASPER
LAMAR
PUTNAM
CALHOUN
EARLY
BAKER
DOOLY
LAURENS
LEE
WO RTH
10
9
DODGE
WHEELER
JEFF
DAVIS
BEN
HILL
IRWIN
THOMAS
COFFEE
COOK
BRYAN
LIBERTY
APPLING
12
LONG
BACON
WAYNE
McINTOSH
BROOKS
LOWNDES
PIERCE
ATKINSON
11
CLINCH
ECHOLS
Updated 7.1.15
EVANS
TOOMBS
TIFT
BERRIEN
COLQUITT
MONTGOMERY
EFFINGHAM
BULLOCH
CANDLER
TATTNALL
LANIER
GRADY
SCREVEN
TELFAIR
TURNER
DOUGHERTY
TREUTLEN
WILCOX
SEMINOLE
DECATUR
JENKINS
JOHNSON
BLECKLEY
PULASKI
SUMPTER
MITCHELL
MILLER
WILKINSON
PEACH
SCHLEY
TERRELL
OFI Districts:
BURKE
JEFFERSON
MACON
WEBSTER
RICHMOND
7
GLASCOCK
EMANUEL
CRISP
CLAY
HANCOCK
TWIGGS
HOUSTON
8
COLUMBIA
McDUFFIE
WASHINGTON
6
BIBB
CRAWFORD
TAYLOR
RANDOLPH
TALIAFERRO
BALDWIN
JONES
MONROE
CHATTA- MARION
HOOCHEE
LINCOLN
WARREN
BUTTS
SPALDING
MUSCOGEE
QUITMAN
GREENE
MORGAN
NEWTON
TALBOT
STEWART
WILKES
HENRY
UPSON
HARRIS
North – Regions 1 through 5
South – Regions 6 through 12
Metro – Regions 13 & 14
ELBERT
OGLETHORPE
5
ROCKDALE
COWETA
TROUP
MADISON
OCONEE
CLAYTON
FAYETTE
HEARD
HART
FORSYTH
CHEROKEE
3
POLK
Child Welfare Districts:
HABERSHAM
WHITEGORDON
LUMPKIN
CHATTOGA
RABUN
UNION
MURRAY
WARE
BRANTLEY
CHARLTON
GLYNN
CAMDEN
CHATHAM
District 1 – Regions 1 & 3
District 2 – Regions 2 & 5
District 3 – Regions 9 & 12
District 4 – Regions 4 & 8
District 5 – Regions 10 & 11
District 6 – Regions 6 & 7
District 7 – Region 14
District 8 – Region 13
Robust Workforce Development
• Working on a Career Ladder in OFI
• Geographic Supervision will enhance new
worker development
• Looking to offer more flexible schedules
• Face-to-Face Training reinstituted
• Mentoring plan for new staff
• Hiring across the state as needed to address
resource issues.
Call Center Changes
•
•
•
•
Improved Self Service Options
Staff moved from Call Center to Field
Interviews no longer conducted
Clients routed back to workers for pending
applications/renewals
August
June
CCC enhanced the authentication method
During the month of June the Customer
for Self Service on August 1st to include
Contact Center experienced a steady
the clients social security method and
increase in the number of clients who
Actual Self- date of birth, with this additional method
opted to utilize the self service menu. This
Dates
Service Data of authenticating, we saw an upward
increase can be credited to the broadcast
trend in our numbers on August 3 to
message that was added to the IVR
current. This increase is significant in
2990
informing customers of the benefits and 6/1/15 thru 6/5/15
comparison to previous months.
efficiency of using Self Service. In
3497
6/8/15 thru 6/12/15
Essentially, the number of clients utilizing
addition to the broadcast message, phone
Self Service now account for
3610
agents continuously educated clients 6/15/15 thru 6/19/15
approximately 8-10% of our volume
about the various information that they
compared to the 2 to 3% that we were
4158
6/22/15-6/26/15
can retrieve via Self Service.
accustomed to in prior months.
2139
6/29/15 thru 7/3/15
1044
7/6/15 thru 7/10/15
July
7/13/15 thru 7/17/15
On July 6th, CCC implemented IVR
appointment routing. This feature allowed
us to bypass the platform and transfer all 7/20/15 thru 7/24/15
clients with an appointment directly to
his/her Caseworker. This implementation 7/27/15 thru 7/31/15
resulted in a slight decline in the Self
8/1/15 thru 8/7/15
Service volume as a significant amount of
the clients who would typically opt for
8/10/15 thru 8/14/15
Self Service were now being routed
through a different channel without the
option to Self Service.
1721
3618
2791
9350
11035
Division of Family & Children Services
What is Georgia
Gateway?
What is Georgia Gateway?
Georgia Gateway is an integrated eligibility system for six benefit programs
Georgia Gateway will:
Provide a one stop shop for customers to apply for and manage their
benefits for Medical Assistance, SNAP, TANF, WIC and Child Care
Serve as a single point of entry to allow cohesive eligibility processing
Comply with Affordable Care Act requirements
Provide eligibility determination
Centralize client information; including LIHEAP
Better serves Georgia residents and caseworkers
*LIHEAP benefits cannot be applied for on Georgia Gateway though LIHEAP client
information can be entered by Staff
‫‏‬
Key benefits for Georgia Gateway
Georgia Gateway will provide many benefits for customers, Community
Partners and State staff
•
Customers
Community
Partners
State Staff
Provides customers 24/7 access to apply for and manage their benefits
online, including:
- Applying for and renewing benefits across 5 programs
- Reporting changes
- Uploading verifications
•
Provides partners access to submit applications and verifications on behalf
of customers
•
Selected Administrators can add, manage, and create users and run reports
about their agencies
•
Employment agencies will be able to directly input T&A reports
•
Centralizes customer information across all programs
•
Utilizes trading partners (e.g., Social Security Administration) to provide
real-time verifications of customer provided information
•
Provides standard eligibility determinations
Georgia Gateway Timeline
System development and activities span from 2014 through the end of
2016 which includes a phased readiness and implementation approach
Pilot
Design and
Construction
Wave 1 Wave 2
System Testing
User Acceptance Testing
Training
Business Process Reengineering
Implementation and Business Readiness
Internal and External Communications
Division of Family & Children Services
What does Georgia
Gateway look like?
Applying for Medicaid
Applications can be received via Compass (Ga
GateWay), Paper submitted at the local DFCS
office in person, Mailed to the local DFCS office
or Faxed to the local DFCS office and
Telephonically by calling 1-877-423-4746 and
using option 6.
Applying for Medicaid
• Some Classes of Assistance (COA) must have
an interview completed before processing can
take place. Those that require an interview are
Nursing Home, any Waiver COA and Adult
Medically Needy.
• Interviews do not have to be in person they
are done by phone. Very important to have a
current contact number when submitting the
application.
Applying for Medicaid
• Verification is required on all Nursing Home,
Waiver, and Adult Medically Needy recipients
for any stated resources and income.
• We can only process cases three months prior
to the application date.
Most Common Verifications
• Bank Accounts – must have complete bank
statement(all pages)
• Life Insurance – Copy of the policy
• Automobiles – Tag Receipt
• Burial Contracts – Copy of the contract
• Homeplace and other non-homeplace
property – Deeds, Tax receipts
Most Common Verifications
• Retirement Accounts/Annuities – Recent
statements
• Trust – Copy of the Trust
Any Questions?
Ginger Henry
Medicaid Policy Unit Manager
2 Peachtree St N.W.
Atlanta Ga 30303
404-657-3596