fns report - rilin.state.ri.us report_3_27.pdf · fns report volume of snap clients avg. wait time...

FNS Report

Volume of SNAPClients

Avg. Wait Time ofSNAP Clients

SNAP Casedocuments

SNAP CasesTerminated

SNAP BenefitIssuance

FNS-388

27 Nov04 Dec11 Dec18 Dec25 Dec 01 Jan 08 Jan 15 Jan 22 Jan 29 Jan 05 Feb 12 Feb 19 Feb 26 Feb 05 Mar12 Mar19 Mar

Providence

Pawtucket

Warwick

Woonsocket

Wakefield

Middletown

All Offices

1525217321795147775590149199139841207711256

20623162327917291373955154731

45323113263198344865722939544838

3433835336464349453956372844519436

2121332627333354413239441427181819

222028182918141918132491412181825

398 294164371343236302185202257282380

174247233337205

Weekly View by Office

Week of Lobby Creation Date[2016]

7,163SNAP Client Volume by Office[Tasks]

This graph shows the weekly view of client volume (number of tasks associated with a SNAP case) at each office. This data alsodisplays the weekly volume of tasks across all offices. This data only accounts for SNAP clients where a task has been createdwhen an individual has been checked into the lobby. The State welcomes additional feedback on best practices for trackingclients where no task is created through an automated process. A list of the actual tasks have been included in a separatespreadsheet.

FNS Report



SNAP Casedocuments



FNS-388

Providence

Pawtucket

Warwick

Woonsocket

Wakefield

Middletown

118106926012117689639311610053103132132149177

105 1431031381372291792279416786172118271121282135

8867927976129112881187488788470767164

971077110110886113141808574867865797193

836276867358858359911018388671079080

3532515934584361564860645963528785

Weekly View by Office

95Average Wait Time of SNAP Clients by Office [Minutes]

27 Nov04 Dec11 Dec18 Dec25 Dec 01 Jan 08 Jan 15 Jan 22 Jan 29 Jan 05 Feb 12 Feb 19 Feb 26 Feb 05 Mar12 Mar19 Mar

99808376100124979189968979889393117110

Week of Lobby Creation Date[2016]

Avg. Wait time of SNAP clients - This graph shows the weekly view of the average time SNAP specific clients are waiting in eachoffice. This data assumes that a family on multiple programs is coming into the office to be served for SNAP even if they arechecking on the status of additional programs (i.e. Medicaid, Child Care, etc.). The wait times represented in this list are for thesame population represented in the ‘Volume of SNAP clients’ report. Daily wait times are tracked in a separate spreadsheetwhich is included.The State tracks wait time from the point of arrival to a check in booth, at which point a ticket is issued. All clients are requiredto proceed to security before reaching the ticket booth, limiting our ability to track clients before this point. We are currentlyusing the best means available of tracking, including the same tracking methodology used at other State offices such as theDepartment of Motor Vehicles. We look forward to any suggestions that you may have in helping us better track wait times inour offices.

Avg. WaitTime Weekly(All Offices)

FNS Report



SNAP Casedocuments



FNS-388

15,913

SNAP Case Documents

SNAP Case Documents - This graph shows the number of SNAP Case documents which have been scanned and indexed and fallsunder the following categories – Interims, Recertification’s, Expedited SNAP, Change Documents, Verifications, andNon-Expedited SNAP. There is also a designation included called ‘Application backlog w/out Program Designation which accountsfor applications which have been scanned and indexed however no program has been assigned during the applicationregistration process (application registration still in progress for this population). The data is included in this report and will beincorporated into the FNS backlog template following the submission of the corrective action plan responses.

Recertifications Verifications Interims Application Backlogw/o ProgramDesignation

Non - Expedited Change Documents Expedited

3,711

2,915

2,445

2,830

1,749 1,826

437

FNS Report

. Avg. Wait Time ofSNAP Clients

SNAP Casedocuments



FNS - 388 SNA..

Nov 27 Dec 04 Dec 11 Dec 18 Dec 25 Jan 01 Jan 08 Jan 15 Jan 22 Jan 29 Feb 05 Feb 12 Feb 19 Feb 26 Mar 05 Mar 12 Mar 19 Mar 26

Providence

Pawtucket

Woonsocket

Wakefield

Warwick

Middletown

DHS CentralOperations

Grand Total

10987124104991,365818614162252408896293251134

2635843573983032523263362422477309152057

1562552453857229296282441614306239142752

1181520201331681571111311111471526930

302441333235814197131327101831449434

201719161313710994666183536311

2

42962262992752343,580

1742,133

1231,513116982,0851,52682114318

Weekly View

Week of Eligibility Authorization Date [2016]

16,912SNAP Cases Terminated

SNAP Cases Terminated - This graph shows the number of SNAP Cases terminated as a result of a processed change or otherineligibility factor (to include non-receipt of recertification packets). The date displayed is the date that eligibility is authorizedfor a cases which was terminated. The requested terminations and reasons are included in a separate more detailed report asrequested. Please note that an individual case can be terminated for more than one reason. For example if an individual exceedsthe gross income limit, net income limit, and has an FPL > 130% then three records will be counted in the detailed reason reporthowever this summary report shows the case terminated one time.

FNS Report

. SNAP Casedocuments



FNS - 388 SNAP RecertificationPackets Received

CallC..

NOV - 2016

DEC - 2016

JAN - 2017

FEB - 2017

MAR - 2017

Grand Total

$1,709,742

$1,773,949

$1,982,292

$2,005,023

$2,083,627

$9,596,868

Daily Benefit Issuance

NOV - 2016 DEC - 2016 JAN - 2017 FEB - 2017 MAR - 2017

$20,224,519$20,380,136$20,776,573$21,673,688$21,680,602

SNAP Monthly Benefit Issuance

SNAP Benefit Issuance - This view shows the amount of Monthly Benefit Issuance for the month of October, November,December, and January along with its corresponding daily issuance amount. The monthly numbers represent the amount issuedat the time of the monthly batch issuance process where as the daily number represents daily transactions which occurthroughout the month. The daily issuance amount would change due to retroactivity taking place on the daily basis. The totalnumber of cases with duplicate issuance since the last report was 7 cases. All 7 cases were as a result of manual issuances andnone as a result of system issues.

FNS Report

SNAP Case ..




Call Center Metrics

This displays the current FNS-388 report executed as of 03/06/2017.

FNS - 388

FNS Report

SNAP Case ..




Call Center Metrics

SNAP Recertification Packets Received - The data represented in this graph represents the number of individuals who were upfor recertification in a given month. Data in past months remains consistent with what was reported historically for thesemonths.Past recertification data is a snapshot of the data at the end of the month of the recertification period. The currentmonth recertifications (February) will represent the current status and the numbers will continue to change through the end ofthe month.

5,225December - Recertifications

Approved Denied Pending Terminat..

2,3812,742

1033

4,996January - Recertifications

Approved Pending Terminated

2,3891,762

835

7,898March - Recertifications

Packets Received

01 Jan 08 Jan 15 Jan 22 Jan 29 Jan 05 Feb 12 Feb 19 Feb 26 Feb

Approved

Pending

Terminated

Grand Total

40 92 56 223 2 3

260 807 688 20412 145 6 8

1 1 1 5 1 3 1

305 900 747 22716 11 175 7Packets Not Received

PendingTerminationvia NegativeAction

5,663

5,452February - Recertifications

Approved Denied Pending Terminat..

1,8051,440

2,203

4

Recertifications

: 2,235

FNS Report

SNAP Case ..




Call Center Metrics

FNS Report

Applications byWeek Received

Applications byWeek Registered

Online ApplicationsReceived by Week

WeeklyDeterminations

WeeklyDeterminations byChannel

Expedited ..

Week of Date Time Received

9/11/16

9/18/16

9/25/16

10/2/16

10/9/16

10/16/16

10/23/16

10/30/16

11/6/16

11/13/16

11/20/16

11/27/16

12/4/16

12/11/16

12/18/16

12/25/16

1/1/17

1/8/17

1/15/17

1/22/17

1/29/17

2/5/17

2/12/17

2/19/17

2/26/17

3/5/17

3/12/17

3/19/17

0

200

400

600

800

1000

1200

1400

1600

1800

Number of Apps

1,269

1,040

1,110

1,104

1,707

1,288 1,424

811

742

939

640 733

739

616

881

630

757

678

568

894 973

813 865

737

927

836

603 672

1,016

479

422

605

491

337 438

418

559

344

515

364

544

549

414

393

323

766

504 569

806

454 469

362

515

438

299 332

332

320

664

448

303

295

321 481

272 366

266

566

555

343

285

245

691

522

390

404

618

359

396

375

412

398

304

340

Apps By Week Received

This graph shows the number of SNAP applications by the week in which they were received. Received dateis defined based on the date stamp on the application corresponding to the day when the applicant filed theirpaperwork with DHS. Applications are defineded as DHS-2 Applications, or those documents indexed asDHS-2 Applications. It is possible that mis-indexed documents will show up in this count, and if they arere-indexed these values will change. This graph shows all applications, work in progress and determined.

SNAP Expedited St..ExpeditedRegular

FNS Report






Expedited ..

Week of Date Time Registered

9/11/16

9/18/16

9/25/16

10/2/16

10/9/16

10/16/16

10/23/16

10/30/16

11/6/16

11/13/16

11/20/16

11/27/16

12/4/16

12/11/16

12/18/16

12/25/16

1/1/17

1/8/17

1/15/17

1/22/17

1/29/17

2/5/17

2/12/17

2/19/17

2/26/17

3/5/17

3/12/17

3/19/17

3/26/17

0

200

400

600

800

1000

1200

1400

1600

1800

Number of Apps

1,018

1,555

1,387

1,106

1,166

1,177

1,356

1,633

1,078

1,125

618

608

743

668

509

747

609

854

669

940

814

698

498

924

912

917

581

887

5

1,003

376

329

362

292

249

430

349

593

482

380

489

692

454

391

302

699 734

540

657

760

516

509

713

572 582

307

413

242

279 381

376

260 317

260 425 552

372

289 451

695

360

307

196

407

432

384 520 596

396

408

920

506

543

274

474

Apps by Week Registered

This graph shows the number of SNAP applications by the week in which they were registered (put in to RIBridges). Registered date is the date on which a clerical worker took the paper form and entered it in to thesystem to be worked by an eligibility technician. This graph shows all applications, work in progress anddetermined.


FNS Report






Expedited ..

Week of Date Time Received

9/11/16

9/18/16

9/25/16

10/2/16

10/9/16

10/16/16

10/23/16

10/30/16

11/6/16

11/13/16

11/20/16

11/27/16

12/4/16

12/11/16

12/18/16

12/25/16

1/1/17

1/8/17

1/15/17

1/22/17

1/29/17

2/5/17

2/12/17

2/19/17

2/26/17

3/5/17

3/12/17

3/19/17

Grand Tot..

0

200

400

600

800

1000

1200

1400

Number of Apps

1,304

30 36 42 42 36 32 47 43 67

38 44 59 57 51 34 38 50

77 54 36 49 46 41 54 36 34 59 72

507

797

46 56

Online Apps by Week Received

This graph shows the number of SNAP applications submitted through the self service portal by the week inwhich they were received. This graph shows all applications, work in progress and determined.

Channel Sub Categ..NullDrop-offFax-InMail-InPhone-InReferring AgencySelf ServiceWalk-In


FNS Report

. Applications byWeek Registered




Expedited SNAPTimeliness

Regul..

Week of Edbc Run Dt

Null

9/11/16

9/18/16

9/25/16

10/2/16

10/9/16

10/16/16

10/23/16

10/30/16

11/6/16

11/13/16

11/20/16

11/27/16

12/4/16

12/11/16

12/18/16

12/25/16

1/1/17

1/8/17

1/15/17

1/22/17

1/29/17

2/5/17

2/12/17

2/19/17

2/26/17

3/5/17

3/12/17

3/19/17

3/26/17

0

500

1000

1500

2000

Number of Apps

2,015

1,821

1,142

1,060

253

399

522 573

418

597 714

653

500

471

774

796

723

541

384

945

791 843 939

771 888

811

957

724

997

47

1,215

1,021

188 252 279 288

208 354 418

380

333

274

437 375

386

311

216

621

705

495 483 587

497 495

391 543 636

438

527

994

147 243

285

210

243

296

273

167

606

197 337 421

337

230

168 324 437

296

360

352

274 393

420

414

424

286 470

Weekly Determinations

This graph shows the number of determinations by week for SNAP applications, and whether thoseapplications were expedited or regular. The date used is the last date eligibility was run according to acustom extract from RI Bridges created in December 2016 for management purposes. This date is differentfrom previous reports, and therefore data may differ. We continue to refine this data and extract to be asaccurate as possible, and are investigating any "null" results or idiosyncracies.

SNAP Expedited Sta..ExpeditedRegular

FNS Report

. Online ApplicationsReceived by Week




Regular SNAPTimeliness

Daysf..

Channel Sub Category1 Week of Edbc Run Dt

Null

9/11/16

9/18/16

9/25/16

10/2/16

10/9/16

10/16/16

10/23/16

10/30/16

11/6/16

11/13/16

11/20/16

11/27/16

12/4/16

12/11/16

12/18/16

12/25/16

1/1/17

1/8/17

1/15/17

1/22/17

1/29/17

2/5/17

2/12/17

2/19/17

2/26/17

3/5/17

3/12/17

3/19/17

3/26/17

Walk-In

Drop-off

Mail-In

Self Service

Null

Phone-In

Fax-In

Referring Agency

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

383

207

324

377

474

355

481

497

465

259

494

305

449

521

392

288

240 644

609

399

431

606

405

429

292

429

418

289

368

3

985

110

101

326

196

190

204

171

106

223

396

323

334

284

297

386

432

415

490

331

447

36 50 95 60 45 70 79 88 30

276

135 974

118

117

121

18 29 21 14 38 90 93 71 72 66 32 70 52 62 33 59 60 57 48 61 36 588 6

175

118

26 55 83 631 2 4 3 6 2 4 4 3 6 2 1 5 7 7 6 3 5 81 2 2 3 2 1

185

1 1 1 11 1 1 1

20 15 10 156 1 6 3 5 9 4 5 5 4 8 4 7 8 6 6 8 3 7 3 5 3 2 41

5 1 1 1 1 1 2 3 1 2 5 2 2 3 1 3 3 2 2 3 1 1 2 1 31 1 21 1 1 1 2 1 2 1 3 2 1 1

2 1 1 1 2 1 1 1 3 4 21 1 1 3 21 1 2 1

Weekly Determinations by Channel

This graph shows the number of determinations by week for SNAP applications, and whether thoseapplications were expedited or regular, by the channel through which that application was submitted. Thedate used is the last date eligibility was run according to a custom extract from RI Bridges created inDecember 2016 for management purposes. This date is different from previous reports, and therefore datamay differ. We continue to refine this data and extract to be as accurate as possible, and are investigatingany "null" results or idiosyncracies.

SNAP Expedited Sta..ExpeditedRegular

FNS Report

. WeeklyDeterminations




Days fromRegistered toReceived

WIPR..

Week of 'Fixed' End Date for Completed Cases

9/11/16

9/18/16

9/25/16

10/2/16

10/9/16

10/16/16

10/23/16

10/30/16

11/6/16

11/13/16

11/20/16

11/27/16

12/4/16

12/11/16

12/18/16

12/25/16

1/1/17

1/8/17

1/15/17

1/22/17

1/29/17

2/5/17

2/12/17

2/19/17

2/26/17

3/5/17

3/12/17

3/19/17

3/26/17

0

200

400

600

800

1000

1200

1400

Number of Apps

0

200

400

600

800

1000

1200

1400

Number of Records

1,243

196 266

289

298

220

368 432

388

353

282

449

412 478

340

228

688

793

548

526

620

543

522

433

594

688

502

615

3182.65%

70.30%

72.32%

72.82% 60.87% 46.30%

55.93%

44.76%

22.28%

69.15%

49.00%

66.26% 56.28%

57.94%

68.75%

52.46%

47.63%

51.14%

67.58%

59.48%

57.85%

49.19% 56.40% 53.92%

45.82% 47.97%

53.70%

44.07%

55.24%

77.72%

51.00%

43.72%

31.25% 47.54%

52.37%

48.86%

32.42%

40.52%

42.15%

50.81%

43.60%

46.08%

54.18%

52.03%

Expedited SNAP Timeliness by Week

This graph shows the number of determinations by week for SNAP applications, and whether thoseapplications were expedited or regular, by the channel through which that application was submitted. Thedate used is the last date eligibility was run according to a custom extract from RI Bridges created inDecember 2016 for management purposes. This date is different from previous reports, and therefore datamay differ. We continue to refine this data and extract to be as accurate as possible, and are investigatingany "null" results or idiosyncracies.

Program CodeSNAP Expd.SNAP Non-Expd.

Overdue (Y/N)?Not OverdueOverdue

FNS Report

. WeeklyDeterminations byChannel




WIP RegularApplications Excel

WIPE..

Week of 'Fixed' End Date for Completed Cases

09/11/16

09/18/16

09/25/16

10/02/16

10/09/16

10/16/16

10/23/16

10/30/16

11/06/16

11/13/16

11/20/16

11/27/16

12/04/16

12/11/16

12/18/16

12/25/16

01/01/17

01/08/17

01/15/17

01/22/17

01/29/17

02/05/17

02/12/17

02/19/17

02/26/17

03/05/17

03/12/17

03/19/17

03/26/17

0

100

200

300

400

500

600

Number of Apps

161

256 297

217 249

304

278

172

623

208

350

449

360

272

175

351

561

350

405

380

301

459

513

487 511

329

582

75

4998.14% 98.05%

94.28%

88.94%

76.71% 68.75%

69.42%

66.28%

38.68%

70.67%

72.57% 78.17%

82.78%

66.91%

80.57%

77.78%

53.12%

71.14% 67.41%

79.74%

69.10%

63.83%

67.64%

60.16%

61.84%

61.70%

40.21%

31.25%

61.32%

27.43%

21.83%

33.09%

46.88%

28.86%

32.59%

30.90% 36.17%

32.36%

39.84%

38.16%

38.30%

59.79%

Regular SNAP Timeliness by Week

This graph shows the number of regular determinations by week for SNAP applications, and whether thoseapplications were determiend within 30 days or receipt, or not. The days are calculated as the number ofdays from date application received and the date the final eligibility determination was rendered. This doesnot take in to account any weekends, holidays or anything else. It simply counts the number of days fromreceived to eligibility rendered. Consequently, it is the most aggressive timeliness measure that we coulduse. The date used is the last date eligibility was run according to a custom extract from RI Bridges created inDecember 2016 for management purposes. This date is different from previous reports, and therefore datamay differ. We continue to refine this data and extract to be as accurate as possible, and are investigatingany "null" results or idiosyncracies

Program CodeSNAP Expd.SNAP Non-Expd.

Overdue (Y/N)?Not OverdueOverdue

FNS Report

WeeklyDet..





WIP ExpeditedApplications Excel

Week of Date Time Registered

9/11/16

9/18/16

9/25/16

10/2/16

10/9/16

10/16/16

10/23/16

10/30/16

11/6/16

11/13/16

11/20/16

11/27/16

12/4/16

12/11/16

12/18/16

12/25/16

1/1/17

1/8/17

1/15/17

1/22/17

1/29/17

2/5/17

2/12/17

2/19/17

2/26/17

3/5/17

3/12/17

3/19/17

3/26/17

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

% of Total Number of Apps

21.20%

24.67%

23.42%

43.14%

31.63%

38.29%

33.33%

49.41%

73.05%

39.81% 31.39%

37.34%

20.84%

13.14%

14.76%

12.45%

16.98%

26.62%

29.57% 15.71%

12.39%

17.99%

58.79%

19.85%

20.62%

12.39%

15.22%

60.00%

22.33%

13.47% 15.25%

17.95%

11.55%

13.86% 14.56%

15.18%

17.32%

11.98%

18.31%

44.53%

40.00%

13.59%

12.72%

50.43%

38.78%

13.45% 16.17%

24.44%

35.14%

39.97%

32.93% 31.37%

27.96%

20.13%

27.53%

35.03%

28.62%

29.44%

15.86%

27.83%

26.58%

32.36%

38.22%

42.72%

62.50%

67.16%

66.92%

61.89%

50.47%

54.68%

32.61%

12.41%

37.12%

39.91%

43.62%

36.77%

40.17%

38.97%

40.76%

48.64%

39.88%

35.93%

30.93%

38.64%

40.68%

44.27%

20.02%

9.88%

9.18%

9.92% 9.48%

Days From Received to Registered

This graph shows the percent of applications that were registered in that week, by the number of days it tookfrom received date to registered date. The formula counts the number of days, regarless of weekends orholidays. Anything marked same calendar day was received and registered the same day; 1 calendar day thenext day, etc. Our goal is to register everything within 2 calendar days.

Received to Regi..OtherMore than 7 Cale..4 - 7 Calendar D..1 - 3 Calendar D..Same Calendar ..

FNS Report

WeeklyDet..






Responsibility Status

FNS Regular Bins

30 Days or Fewer 31 - 60 Days 61 - 90 Days 91 - 120 Days 121 + Days Grand Total

Client

DHS

Not assigned

Grand Total 1,749

18

748

983

216

1

86

129

152

1

39

112

218

2

40

176

319

8

74

237

844

6

509

329

WIP Regular Applications Excel

This table shows for all work-in-progress (applications awaiting determination) the number of calendar days they have beenpending since receipt. This is divided in to "responsibility status." To better define application status, we have developed a customdata query and split the responsibility based on the defintions below. We anticipate continuing to refine these statuses. We areactively using this chart to investigate why applications have been work in progress for a significant period of time, including anytechnical, system or operational issues.

Responsibility status is defined as follows:

Client - Includes any application where an application is pending more information from a client, or where an interview hasbeen scheduled, or an interview was missed by the client. This category also includes any application where RDOC was issuedand the due date for that RDOC submission has passed. However, these applications have not yet been denied by an eligibilitytechnician or by RI Bridges for failure to submit documentation

DHS - Includes any application awaiting initial processing (intake) or final processing once an interview has been held or anapplicant supplied additional information and an eligibility determination can now be made.

Not asigned - Includes applications that have been authorized for payment, and/or reached an eligibility determination but notauthorized, but remain in a "case pending" status. We are working through any applications that fall in to this category tounderstand any system, process or technical issues that may be holding up the application.

FNS Report

WeeklyDet..






Responsibility Status

FNS Expedited Bins

7 Days or Less 8 - 30 Days 31 - 60 Days 61 - 90 Days 91 - 120 Days 120 + Days Grand Total

Client

DHS

Not assigned

Grand Total 437

11

104

322

68

2

23

43

41

2

7

32

104

3

14

87

73

3

12

58

79

1

16

62

72

32

40

WIP Expedited Applications Excel

This table shows for all work-in-progress (applications awaiting determination) the number of calendar days they have beenpending since receipt. This is divided in to "responsibility status." To better define application status, we have developed a customdata query and split the responsibility based on the defintions below. We anticipate continuing to refine these statuses.We are actively using this chart to investigate why applications have been work in progress for a significant period of time,including any technical, system or operational issues.

Responsibility status is defined as follows:

Client - Includes any application where an application is pending more information from a client, or where an interview hasbeen scheduled, or an interview was missed by the client. This category also includes any application where RDOC was issuedand the due date for that RDOC submission has passed. However, these applications have not yet been denied by an eligibilitytechnician or by RI Bridges for failure to submit documentation

DHS - Includes any application awaiting initial processing (intake) or final processing once an interview has been held or anapplicant supplied additional information and an eligibility determination can now be made.

Not assigned - Includes applications that have been authorized for payment, and/or reached an eligibility determination but notauthorized, but remain in a "case pending" status. We are working through any applications that fall in to this category tounderstand any system, process or technical issues that may be holding up the application.