Download - Pennsylvania Overview
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THEN and NOW
Lessons Learned with Process Change and Management Evaluation in the
State of Pennsylvania
August 2014
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Changes in Pennsylvania:
• Increasing cross-county work– Increasing workload– Statewide system access
• How to monitor and report?– Sampling and reporting– Corrective Action Planning
Pennsylvania Overview
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6 Regional Areas 88 county assistance offices (CAOs) Total # of SNAP households: 894,383
Pennsylvania Overview
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Deputy SecretaryFor OIM
Bureau of Operations Bureau of Program Evaluation
Division of Corrective Action
Division ofQuality Control
AreaManagers
County Assistance Offices
Division ofProgram
Implementation
DPW Overview
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Division of Corrective Action (DCA) has 3 office locations: Harrisburg- Headquarters (HQ) Pittsburgh- field office Philadelphia- field office
ME team meets monthly: Discuss review suggestions Review changes Answer questions
Background
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HQ Process
1 • Target letter received
2 • Meeting scheduled with all ME staff
3• Prior to meeting, HQ staff:
• Edit worksheets• Edit process and procedures
documents
4• After meeting, HQ staff:
• Adjust documents • Assemble ME packet for internal
approval• Forward ME packet to FNS
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Examiner review duties:– Generate entry letter – Conduct entrance conference– Complete case review assessment (including worksheets)– Complete interviews (local staff, Community Advocates, Blind Calls)– Data enter cases into Rushmore Case Review System– Generate report
Examiner Process
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Prior to 2011:
– Conducted by 5 examiners– 48 county assistance offices (CAO) – Manually compiled sample list– Traveled monthly to conduct on-site visits over 5 days– Examiner returned to office to reconcile errors, complete worksheets
and logs and generate report– Report contained sentence format explanations of each error cited
ME Review – THEN
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ME Review – THEN
FNS mandated targets comprised of:
– Customer Service/Program Access– EBT– Recipient Claims– Intentional Program Violation– LEP– Nutrition Education– Employment and Training– Recipient Integrity– Corrective Action Assessment
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Challenges
Staffing Budget
Timing Communication
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Challenges
• Statewide case processing • Statewide Customer Service Centers• Work with other divisions Staffing• Adjustment to desk review- training on electronic
case review access• Mandate to electronically image all case record
information. Budget
• Provide a report to county office in less than 60 days. • Implement corrective action• Design new tools and processesTiming
• Information Memo • Presentations• Follow-up
Communication
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Since 2011:– Conducted by 2 examiners – 24 county assistance offices (CAO) and districts annually– Sample list extracted from Access database– Desk review since 2010 (review electronic case record)– Telephone entrance and exit conference– Telephone interviews– Examiner completes review in DCA field offices, complete worksheets,
reconcile errors by data entry into Rushmore database and generates report
– Report is Word document format and includes charts outlining errors
ME Review – NOW
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ME Review – NOW
E&T
EBT Security
Nutrition Education
Recipient Integrity
Team
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ME Review – NOW
In October 1, 2012 PA changed the county assistance office selection process and review 4 offices from each Area per FFY.
Review criteria include:
Review number of SNAP househol
ds
Rank offices
Drop offices
Select offices
Division of Statistical Analysis provides the number of active households
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October 1, 2012 – ME re-reviews were established. The re-review still involves the same basic review process steps as an ME review.
Re-Review process: One examiner completes re-reviews Top 4 error elements from previous FFY ME review Sample size is 35% of original sample Re-review will determine effectiveness of corrective action activities Entry/sample letter Comparison report Rebuttal No CAP required if accuracy improved Final report issued, if rebuttal submitted
ME Re-Review – NOW
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Reports include:
Comparison chart
Recommendations
ME Re-Reviews
Re-Review Reports:
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The ME process started to incorporate more automation:
In 2005, the Rushmore Case Review System was designed to: • Capture all ME case review results• Uniformity of review• Statistical information
Automation- NOW
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In 2009, an Access database was created to extract sample cases.
Data display follows target letter mandates.
Automation - NOW
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Questionnaires
Exported to an Interview Database.
Automation - NOW
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Corrective Action Plan Database:• Access database created 2 years ago • Includes all benefit programs corrective action activities by county
office• Database provides one central location to explain internal changes
implemented as a result of the ME review
Automation - NOW
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Goals of future ME reviews include:• Re-evaluate CAP submission request • Incorporate travel to county offices to view signage and client
waiting areas• Develop macros-based reports to further reduce manual processes• Enhance recommendations due to office observations of internal
process/procedures• Incorporate previous Corrective Assessment Action review criteria• Reinstate ME review procedures and areas of concerns in Area
Management meetings• Resume EBT Security and E&T reviews
FUTURE
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• Allison Miles– Director of Corrective Action– [email protected]
• Amira Milikin– ME Coordinator– [email protected]
CONTACT INFORMATION