DHHS Economic Benefits Policy Governance Board April 2015 WSS Leadership Summit 1.

DHHS Economic Benefits Policy Governance Board

April 2015

WSS Leadership Summit

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History and Background• Began in 2010 as part of a planning year grant

from Work Support Strategies • Integrated Eligibility Initiative to streamline

eligibility process• Goals

– Improving customer service for DHHS clients.– Increasing efficiency of eligibility determination

processes.– Realizing time-savings for DHHS staff.– Realizing cost-savings for NC taxpayers.

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Policy Governance Board and Work Support Strategies

• The goals of Policy Governance Board and the WSS framework are one in the same—

Families will tell their story once…and receive the

services they need. 3

History and BackgroundWhat we knew:•Benefits programs share similar standards for reporting and verification to establish or maintain eligibility yet operated in silos •Applicants had to undergo separate application processes for each benefit.•Processes are oftentimes error prone and complex, and can result in inefficient pathways to eligibility determination.

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History and BackgroundDesired Results:

•Elimination of redundant work activities and eligibility processes.

•Reduction in administrative resources.

•Reduction in unnecessary interaction with clients.

•Increased program accuracy.

•Increased collaboration among DHHS divisions.

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PGB Authority

• Established under a

DHHS Secretarial Directive;

Directive Number 111-12

• http://info.dhhs.state.nc.us/olm/manuals/oos/dir/man/DirIII-12.pdf

• Established December 1, 2011

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Purpose

• The Purpose of the Policy Governance Board (PGB) is to direct unified policy development and service delivery across economic eligibility programs administered by DHHS Divisions.

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PGB

• Evaluate which policies can be aligned.

• Whenever possible, align policy in terms of both:– the requirements, how information is collected

and processed and – the implementation of critical procedural

changes.

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PGB

• PGB is to assure that these policies are carried out via policy manuals, trainings, state plans, rules and statutes.

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Responsibilities• Development of policies and activities related to

eligibility determination, including income, resources, hearings and appeals, deductions, verifications, program accuracy, program access, applications, re-certifications, change reporting, etc;

• Monitor federal requirements and state policy directives;

• Provide a sounding board for policy implementation issues at the county level by directly interfacing with the Economic Benefits Committee of the NCACDSS and its subgroups at their regular conference calls and meetings.

• Research policy changes and the potential impact those changes would have on clients, counties and the state.

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Responsibilities• Analyze, test and monitor new

policies (or potential policies) to bridge the gap between policy and practice/implementation.

• Finalize and approve joint policy decisions.

• Maintain dialogue with Stakeholders (policy makers, counties, QC, program integrity, NC FAST, federal representatives, clients and others.)

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Responsibilities• Provide oversight and direction of

changes to NC Administrative Code and policy manuals.

• Develop an integrated policy manual (or common policy manual structure.) Align policy as possible.

• Work with NC FAST to ensure that policies are appropriately implemented, and submitting and prioritizing system changes.

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Responsibilities

• Communicate PGB work broadly to enhance identification and understanding of any implications on other programmatic and operational activities within DHHS.

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Membership and Organizational Structure

• Executive Team composed of Director’s designees– Division of Medical Assistance-Medicaid Policy (DMA); – Division of Social Services Economic Programs Policy (DSS); – Division of Child Development and Early Education Policy

(DCDEE)– Division of Aging and Adult Services- SA Policy (DAAS). – Membership and participation on the Economic Benefits Policy

Governance Board Executive Team is a permanent responsibility of each of the Divisions.

• Other Core Members– Operational Support Teams Leadership– NC FAST-Representative to provide a bridge to IT

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Resource Team• The Economic Benefits Policy Governance

Board will request participation of resource team members when the need for their expertise is identified.

• The resource team may consist of:– Program Integrity, data, training and QC for the

programs represented– Economic Benefits Committee of the NCACDSS. The

PGB will participate in the regular phone calls and meetings of this group, and will seek their input on particular policy issues.

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PGB Administration • Shall meet at least monthly. • Chaired by one of the Division program

representatives on an annually rotating basis.—Kim Miller, DCDEE, 2015

• Establish procedures to include the best approach for distributing information related to its efforts.

• Directly accountable to the Office of the DHHS Secretary.

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ProceduresPolicy Approval Process

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POLICYType

TIMEFRAME POLICY PRESENTATIO

N

DECISIONSOne response required per

agency represented on board. PGB strives to

reachConsensus, but ultimately,

majority rules

WSSLeadership

Non-routine, policy changes with impact

Policy should be presentedto the PGB at least two months prior to implementation if possible.If urgency to Publish, may be sent through email.

Sender willsummarize possible impact on Economic BenefitsPrograms; county DSS staff, possible NC FAST Implications; other

Must go to WSS policy subcommittee for review.

(1) Sender provides information to WSS leadership with deadline and request for policy workgroup(2) WSS leadership sends to policy subcommittee /workgroup with deadline.(3) Policy implemented or revised.

Mass/RoutineChange: COLA, etc.

Prior to publication

At PGB meeting and/or Email notice

Does not need to go to policy subcommittee for review but only for heads up.

(1) Provides information to WSS Leadership to send to policy subcommittee as a heads-up(2) WSS leadership sends to policy subcommittee /workgroup.(3) Policy implemented or revised

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NEW POLICY (most) ADMIN LETTERS

POLICY UPDATES/CHANGES

PGB

WSS LEADERSHIP

WSS POLICYSUBCOMMITTEE

Policy to CountyDSSs

Integrated Manual Update

• Major responsibility of the PGB

• Currently working with DHHS Information Resource Management to secure a more stable and publicly accessible server.

• Hearing and Appeals Section undergoing final internal review and will go to Policy Subcommittee soon

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Integrated Manual Update• PGB through WSS Grant has committed

to have major sections of all program policy integrated and on the Integrated Manual Site by October 1, 2015.

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PGB Discussion about Communication

• Beginning stages of discussions to develop consistent, efficient and effective procedures to communicate with counties.

• PGB met to discuss how each Division currently communicates with counties.

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Dear County Director Letters

• Informational--not policy, although may reference policy.

• PGB working on a consistent method for all Divisions to issue and announce them

• Will have them posted in one location.

• Currently DCDL are announced through a listserv message.

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Administrative Letters• Communicate policy

• The information will ultimately be updated in policy.

• Intention is to quickly disseminate the policy.

• Most policy changes come from sources external to DHHS.

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Change Notices

• Used when policy is added to the policy manual.

• This often obsoletes an Administrative Letter.

• PGB goal is to get these out at least two weeks prior to change.

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Informational Communication

• DHHS Listserv Messages – For all counties-county staff signs up for the

listserv. Old “terminal” message listserv– Used to announce all DCDLs, Administrative

Letters, and Change Notices, and procedural info.

– Announce Conference and trainings, other

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Informational Communication

• Memos – currently used by DCDE- posted and maintained on the website.

• DHHS divisions maintain other program specific email listservs.

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Monitoring Communication• Monitoring announcements

– DHHS working on standardizing purpose and timing of monitoring related announcements/scheduling.

• Initial announcement at beginning of fiscal year• Actual visit announcement

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NCFAST

• System related communication

• DHHS PGB and NC FAST will work together to eliminate unnecessary and duplicative emails.

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NC FAST COMMUNICATIONS• Types of Communications

– Adhoc Communications• Communication Template• Communicated as Needed

– NC FAST Post Card– Weekly Updates– System Functionality

• Latency; Updates; Releases; Issues

– Policy Notifications/Procedures from other State Divisions

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Communications UrgencyURGENT/IMMEDIATE

ATTENTION

INFORMATIONAL/ WITHIN 24 HOURS

NOT URGENT/WITHIN 24 HOURS

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Integrated Manual SiteTable of Contents

• https://economicbenefits.nc.gov

• PGB approved Table of Contents

• Central location for DHHS Economic Benefits communication.—(See screenshot Slide 33)

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Feedback• Counties will have an opportunity for

feedback through the WSS Policy Subcommittee, this workshop, and the Economic Benefits Committee of the NCACDSS.

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Contact Information• Kim Miller, DCDEE, Chair PGB, [email protected]• Betty Dumas Beasley, DMA, [email protected] • David Locklear, DSS, [email protected] • Chris Urso, DAAS, [email protected] • Barbara Daniels, NC FAST, [email protected] • Regina Bell, OST, [email protected]• Ron Byrd, OST, [email protected]• Carolyn McClanahan, [email protected]

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