Congratulations Canby and West Portland! The Canby SPD office AND the West Portland ADS completed the SNAP Program Management Evaluation (PME) re-review and both had zero discrepancies! Lisa Bouchell, a recent supervisor in the Canby office had this to say to her former office: I am very proud of all the hard work EVERYONE in the office put into making sure that all Canby staff could provide clients with expedient, accurate, timely benefits in a very professional, friendly manner, despite increasing work demands and case loads! The Canby staff ROCK!! West Portland had their re-review while making the IADL changes, but were still happy about the changes they made. Since their initial PME review, West Portland has adopted sudden service (also called Same-Day, Next-Day) and eliminated the separate screening process as a result of a Lean event. It must be working - the results are fantastic! This has been an amazing PME review year – Canby SPD and West Portland ADS join North Bend SPD in having a clean, error free re-review. Plus, Klamath Falls had a clean initial review. In spite of case load growth, staff shortages and some uncertainty about what the future may bring, ALL of these offices have achieved incredible results. Way to go Canby! Way to go West Portland! We are VERY proud of all the staff who made this possible. 2011 set the bar pretty high for the 2012 PME reviews; we can’t wait to see what next year’s offices can do! SPD Field Services: In the Loop In this edition: Congratulations Canby & West Portland! 1 December 2011 training calendar 5 Adding formulas in Excel 2 PacTrac instead of UPS? 6 What’s new for ICP? 2 Don’t forget: SNAP date update 6 Don’t forget: Notice Retrieval site 2 October 2011 SNAP honor roll 6 Civil Rights training - are you finished? 2 Proposed CCOs - Part II 7 Hearings received and assigned 3 CBC late payment and adjustment 8 NVRA date reminder 3 rate error Fair housing: Discrimination protection 4 Not a separate household? 9 December 2011 calendar of events 4 Field Services changes 9 CBC info now online in the SSAM 4 November 2011 Supporting SPD/AAA Field structure by providing efficient, timely and accurate information through superior customer service. Carolyn Waterfall; and Martha Murray of 2518 2518 staff
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Transcript
Congratulations Canby and West PortlandThe Canby SPD office AND the West Portland ADS completed the SNAP Program Management Evaluation (PME) re-review and both had zero discrepancies
Lisa Bouchell a recent supervisor in the Canby office had this to say to her former office I am very proud of all the hard work EVERYONE in the office put into making sure that all Canby staff could provide clients with expedient accurate timely benefits in a very professional friendly manner despite increasing work demands and case loads The Canby staff ROCK
West Portland had their re-review while making the IADL changes but were still happy about the changes they made Since their initial PME review West Portland has adopted sudden service (also called Same-Day Next-Day) and eliminated the separate screening process as a result of a Lean event It must be working - the results are fantastic
This has been an amazing PME review year ndash Canby SPD and West Portland ADS join North Bend SPD in having a clean error free re-review Plus Klamath Falls had a clean initial review In spite of case load growth staff shortages and some uncertainty about what the future may bring ALL of these offices have achieved incredible results
Way to go Canby Way to go West Portland We are VERY proud of all the staff who made this possible 2011 set the bar pretty high for the 2012 PME reviews we canrsquot wait to see what next yearrsquos offices can do
SPD Field Services
In the Loop
In this editionCongratulations Canby amp West Portland 1 December 2011 training calendar 5Adding formulas in Excel 2 PacTrac instead of UPS 6Whatrsquos new for ICP 2 Donrsquot forget SNAP date update 6Donrsquot forget Notice Retrieval site 2 October 2011 SNAP honor roll 6Civil Rights training - are you finished 2 Proposed CCOs - Part II 7Hearings received and assigned 3 CBC late payment and adjustment 8NVRA date reminder 3 rate errorFair housing Discrimination protection 4 Not a separate household 9December 2011 calendar of events 4 Field Services changes 9CBC info now online in the SSAM 4
November 2011
Supporting SPDAAA Field structure by providing efficient timely and accurate information through superior customer service
Carolyn Waterfall and Martha Murray of 2518
2518 staff
November 2011 Page 2
Whatrsquos new for ICPA handbook has been developed for ICP participants It is called The Independent Choices Program Participant Handbook DHS 9386 and is available on the forms server
Please feel free to print or send the link to the handbook to your clients for use If you have any questions donrsquot hesitate to contact Kelsey Weigel ICP Coordinator at 503-945-6413
Civil Rights training ndash are you finishedThe year is winding down ndash have you taken the SNAP Civil Rights training yet The Food and Nutrition Service (FNS) requires all staff working with the SNAP program receive Civil Rights training at least once a year so get it done right away
The online class can be taken at your convenience and finished in about 15 to 20 minutes so it fits into almost any day To receive credit read through all the information and answer all the questions - if you donrsquot go all the way to the end yoursquoll have to take it again
The online class is available through the DHS Learning Center as course number C02543 Online Snap Civil Rights If you have questions about the Civil Rights process in your office after finishing the class talk to your manager
Adding formulas in ExcelWould you like to add together a column of numbers on an Excel spreadsheet Super easy stuff for Excel incredibly helpful for us No matter what version of Excel you have the process is the same
1 Place your cursor in the cell (the box) where you want the total to appear This is where you will create the formula
2 Type an equals sign ldquo=rdquo3 Type the function command for addition it is SUM and a left
side parenthesis ldquo(rdquo with no spaces the formula now looks like this =SUM(4 Drag your cursor over the numbers you want to add together a box will appear around
what you select The formula will display the first and last cell and row =SUM(A1A85 Type a right side parenthesis ldquo)rdquo and press Enter6 The selected cells now add together and the total is displayed in the same cell where you
created the formula
Try it out See if you can subtract columns Need help Try the help index in Excel its pretty good If that isnrsquot enough take the online Excel class training through the learning center
Donrsquot forget If you want to see the text of a notice you can view it on the Notice Retrieval website
httpsappsstateoruscgi-binntcloginpl Contact the service desk to request a password to use the site or if yoursquove forgotten your password You can search for notices by date or by person once you get access
November 2011 Page 3
SNAP Medicaid eligibility
Over-payment PMDDT Services Other DD
case UI
January 12 29 7 27 19 3 10 11February 14 26 8 27 21 6 8 4
March 17 24 8 40 23 1 5 15April 12 17 3 24 22 5 8 5May 9 31 6 20 22 5 11 5June 21 24 6 22 18 0 11 7July 16 18 8 22 18 7 8 4
August 13 20 8 16 25 10 9 11September 24 31 7 9 23 2 5 6
October 22 31 7 9 23 2 5 8
NVRA date reminderVoter registration forms SEL 503 received in the branch must be dated the day theyrsquore received with a non-identifying stamp a stamp with the name of the office cannot be used If your area does not have a plain date stamp write the date on the card by hand the day it is received
When mailing the SEL 503 Agency Voter Registration Card watch the dates on the cards and get them in the mail no later than five calendar days after the earliest date This means if there is a card dated December 5 it has to be in the mail and postmarked no later than the 10th ndash a Dec 11 postmark will be too late Use only the SEL 516 4 envelope when mailing forms to the county or to the Secretary of State to get credit for your work
Have questions See the SSAM VIIIC or contact Karen Gulliver 503-945-6460 or karenlgulliver stateorus
November 2011 Page 4
CBC info now online in the SSAMCheck out the new CBC section in the Support Staff Assistance Manual (SSAM) online (httpwwwdhsstateorusspdtoolsadditionalssam03chtm) A few highlights of what you will find Suspend messages and how to clearHow to enter a 512Filling out adjustment and late payment request forms (new cheat sheets)Frequently used screensPrinting Remittance Advice for providersAssistance contact information
This information will also be posted in Case Management Tools at a later date Your feedback is appreciated If you have comments corrections or requests for information to be added please email them to Kristen Hutton in the Payment Support Unit kristendhuttonstateorus
The SSAM is full of great information for your reference check it out and refer back to it for procedural guidelines wwwdhsstateorusspdtoolsadditionalssamindexhtm
December 2011Bingorsquos birthday month
Universal human rights monthWorld AIDS month
Dec 1 - 7 Tolerance weekDec 6 - 12 Handwashing awareness week
Dec 18 -24 Gluten-free baking weekDec 2 National mutt day
Dec 3 International day of disabled personsDec 5 International Ninja day
Dec 7 Pearl Harbor remembrance dayDec10 Nobel prize dayDec 15 Cat herders day
Dec 20 Chanukah beginsDec 21 Winter solstice
Dec 22 National regifting dayDec 23 Festivus
Dec 25 ChristmasDec 26 CLOSED
Dec 31 New Years Eve
Fair housing Discrimination protections
Collectively race color and national origin is the second largest area of fair housing complaints and violations both nationally and locally Here in Oregon therersquos been everything from cross burning to differential treatment to higher rates and fees charged to African Americans Latinos Native Americans and other races
For more information on these protected classes visit wwwFHCOorgcolorhtm or wwwFHCOorgnational_originhtm
The Fair Housing Council is a nonprofit serving Oregon and SW Washington Anyone may call the free Fair Housing Hotline at 800424-3247 Ext 2 or visit wwwFHCOorgJo Becker Education and Outreach Coordinator Fair Housing Council
November 2011 Page 5
December 2011 training calendarMonday Tuesday Wednesday Thursday Friday
1Cultural competency and diversity (830 - 400)
2Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
5Eligibility 201 (100 - 430) Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
6Eligibility 201 (830 - 430) NVRA training North Bend (900 - 1000)NVRA training Roseburg (100 - 200)Basic Lean tools (900 -1200)MMIS medical eligibility (830 - 430)
7Eligibility 201 (830 - 430)
8Eligibility 201 (830 - 430)
9Eligibility 201 (830 - 1200)
12 13Eligibility 101 (830 - 430)Metrics 104 (130 - 300)Netlink Payroll reporting for new employees (100 - 400)MMIS medical eligibility (830 - 430)
14Eligibility 101 (830 - 430)Advanced in-home service planning (830 - 430)
15Eligibility 101 (830 - 1200)Advanced in-home service planning (830 - 430)Netlink Writing a good decision notice (100 - 400) DD eligibility rules changes for 2012 (900 - 1000)
16
19 20 21 22 23
26CLOSED
27 28 29 30
Dates and availability of classes are subject to change Please re-view availability on the DHS Learning Center
October 2011 SNAP honor roll100 Accuracy
0310 Canby SPD 100 2211 Albany ADS 1000411 Warrenton ADS 100 3011 Pendleton SPD 1000511 St Helens SPD 100 3013 Hermiston SPD 1000914 Redmond SPD 100 3111 LaGrande SPD 1001211 John Day SPD 100 3211 Florence AAA 1001311 Burns SPD 100 3311 The Dalles SPD 1001513 Medford SSO 100 3411 Hillsboro SPD 1001612 Madras SPD 100 3417 Beaverton SPD 1001811 Klamath Falls SPD 100 3617 McMinnville ADS 1002111 Toledo ADS 100
90 or Better Accuracy1517 Medford DSO 9600 0314 Estacada SPD 93331717 Grants Pass DSO 9600 1011 Roseburg SPD 93333515 Tigard SPD 9600 1911 Woodburn ADS 93331418 Portland South East ADS 9583 0313 Milwaukie SPD 92862011 Eugene Lane COG 9545 2311 Ontario SPD 92860111 Baker City SPD 9333 2518 West Portland ADS 92000311 Oregon City SPD 9333 3518 East Multnomah ADS 9200
November 2011 Page 6
66 of all the SPDAAA offices are on the October honor roll
Donrsquot forget Remember to update the SNAP date of request and filing date in Oregon ACCESS Old dates
printed on the forms can be confusing or misleading to clients and misleading for reviewers Information about the current certification should be updated including the filing date with each cert and recert so the record is always accurate
Want to see your area featured in In the Loop Its easy Gather your pho-tos and story then contact Karen Gulliver with SPD Field Services (karenlgulliverstateorus) and your area can be famous too
PacTrac instead of UPSOn the State Shuttle route If so have you heard of PacTrac PacTrac is the State Shuttle Servicersquos low cost package and secure shipment tracking system Once yoursquore signed up to use the service itrsquos as easy as going to their website entering the delivery details and printing a bar coded label You can track the progress of your shipment online The cost to send a secure trackable package is $340 and meets our requirement to send case files via secure method Check it out
Click here for PacTrac information and guide
November 2011 Page 7
Proposed Coordinated Care Organizations (CCOs) mdashPart IIIn the newsletter last month I talked a little about Oregonrsquos plan to transform its health care system and how it relies on the creation of Coordinated Care Organizations (CCOs) As I said the development and plan for CCOs is currently being worked on by four Governor-appointed workgroups These workgroups will make recommendations to the Oregon Health Policy Board which will then inform the plan for CCOs to the Legislature this February
We all have a stake in improving health care for people who count on the Oregon Health Plan for care Costs are skyrocketing for families employers and government While some local communities have done a great job of finding innovative ways to do things better there hasnrsquot yet been a statewide approach to providing high-quality health care while keeping costs under control
In June of 2011 Governor Kitzhaber and the Oregon Legislature passed a bill that would create coordinated care organizations (CCOs) across the state These organizations would be responsible for all of the care for Oregon Health Plan members in their communities By February 2012 a draft plan for how CCOs would operate will be presented to the Legislature with a goal of launching the first CCO in July of 2012
Because each community is different there may be different models for a CCO For CCOs to be successful providers must want to participate members must be satisfied and actively involved with their own care quality must be excellent which means it must also meet culturally diverse needs and costs must be controlled The criteria for how CCOs would operate is being developed with input from members providers stakeholders and the public
Key elements of coordinated care organizations
1 Local control Because each community is different there may be different models for a CCO One model might be a network of health care providers of all types working with community health workers providing comprehensive care for members
2 Coordination CCOs would integrate physical health mental health and dental health services to create a single point of accountability for the health of the entire population they serve Providers within a CCO network would have the flexibility and incentive to focus on keeping members healthier through preventive care and managing chronic conditions before they become severe
3 Global budgets and shared savings CCOs would be reimbursed for OHP services through a global budget designed to cover all types of care That would allow opportunities for organizations and providers to be paid in a different way and to allocate resources more strategically through the CCO The idea is that there would be less pressure for unnecessary services and more ability for providers and health workers to spend time on care that focuses on wellness and prevention
(continued on the next page)
November 2011 Page 8
CBC late payment and adjustment error rateInternal metrics have found very high error rates on submitted CBC late payment and adjustment requests In 2010 3654 of late payment requests submitted were incorrect or included errors 5252 of adjustments were submitted incorrectly So far in 2011 error rates are just as high ndash late payments submitted have an error rate of 4612 and adjustments submitted have an error rate of 5714
This information allows us to determine training deficits and areas which need more attention throughout the State Wersquove recently developed a section of the SSAM for CBC payments which can be found at the link below Wersquove also updated the Overpayment Procedure Manual on Staff Tools (link also below) and added a specific section on late payment and adjustment forms in the CBC 512 training course offered bimonthly (see learning center for schedule)
If managers or field staff have further questions on any of this information need clarification or have feedback they are encouraged to contact Kristen Hutton with the Payment Support Unit via email at kristendhuttonstateorus
CBC section of the SSAM httpwwwdhsstateorusspdtoolsadditionalssam03chtm
Overpayment Procedure Guide on Staff Tools httpwwwdhsstateorusspdtoolscmprovovpguidehtm
(continued from the previous page)
4 Health equity CCOs would be responsible for addressing avoidable gaps in health care outcomes among groups
5 Metricsperformance measures Accountability and transparency will be key to the success of this new model Coordinated care organizations would operate under contracted performance standards and benchmarks in order to ensure that care is being improved while costs are being reduced
6 Primary care health homes One proposed element of coordinated care organizations is an emphasis on primary care health homes as the center of membersrsquo coordinated care A primary care health home is not a place It is a team that works on keeping members at their healthiest focusing on preventive care and managing chronic health conditions By having a primary care home members are able to stay healthier and get their needs met by their provider so they can stay out of the emergency room
Go to wwwhealthoregongov for the most up-to-date news fact sheets and other information about health transformation and send me an e-mail if you have any questionsTina Kitchin DHS Medical Director
November 2011 Page 9
Not a separate householdHave you ever had a situation where a 21 year old applies for SNAP benefits while living with one or both of her parents What about the 20 year old who submits an 852 reporting he is now living with his parent
There is no denial reason based on being under 22 and living with their parents The agency must make a determination of eligibility prior to denying the application or closing the case If you are processing an application the client can withdraw but this must be initiated by the client If the client does not ask to withdraw or is reporting this information on an 852 the agency must request the information and verification necessary to determine eligibility including the parent(s) Send the DHS210 or SDS539H if an application is being processed or the DHS487 if the 852 is being processed The client has the option to submit what the agency requested or not
If the client requests to withdraw their application send a denial notice using withdrawal as the reason (code WI in the reas field on FCAS) If the client fails to submit the requested verification deny the application for failure to submit the verifications requested after the interview (use FC in the reas field on FCAS) or allow the open case to auto suspend and then auto close for failure to submit a complete 852
Quality Control has seen a recent increase in errors because workers are denying or closing cases in these situations without first making a determination if the household is eligible for SNAP benefits or not
Is it ever appropriate to deny for not being a separate household Yes if the others in the home already have an open SNAP case it would be appropriate to deny the new application and add the person or people to the ongoing caseQuality Control
Field Services changesSPD Field Services in changing as part of the restructuring process to better serve the local offices One of the most obvious changes is our roster ndash Carol Mauser has returned to District 9 Sandy Hata has taken on Districts 13 and 14 and a few others have joined us
Margaret Jester-Haining and Linda Woelke formerly with the On the Move program have moved in so have Megan Hornby and Melissa Taber We are so pleased to have such great additions to this team familiar names and faces just in a new location Wersquore still sorting ourselves out but the great service you have come to expect will not change
The rest of the Field Services team is still here if you need us so feel free to get in touch We miss you Carol and Sandy Welcome to Margaret Linda Megan and Melissa
November 2011 Page 2
Whatrsquos new for ICPA handbook has been developed for ICP participants It is called The Independent Choices Program Participant Handbook DHS 9386 and is available on the forms server
Please feel free to print or send the link to the handbook to your clients for use If you have any questions donrsquot hesitate to contact Kelsey Weigel ICP Coordinator at 503-945-6413
Civil Rights training ndash are you finishedThe year is winding down ndash have you taken the SNAP Civil Rights training yet The Food and Nutrition Service (FNS) requires all staff working with the SNAP program receive Civil Rights training at least once a year so get it done right away
The online class can be taken at your convenience and finished in about 15 to 20 minutes so it fits into almost any day To receive credit read through all the information and answer all the questions - if you donrsquot go all the way to the end yoursquoll have to take it again
The online class is available through the DHS Learning Center as course number C02543 Online Snap Civil Rights If you have questions about the Civil Rights process in your office after finishing the class talk to your manager
Adding formulas in ExcelWould you like to add together a column of numbers on an Excel spreadsheet Super easy stuff for Excel incredibly helpful for us No matter what version of Excel you have the process is the same
1 Place your cursor in the cell (the box) where you want the total to appear This is where you will create the formula
2 Type an equals sign ldquo=rdquo3 Type the function command for addition it is SUM and a left
side parenthesis ldquo(rdquo with no spaces the formula now looks like this =SUM(4 Drag your cursor over the numbers you want to add together a box will appear around
what you select The formula will display the first and last cell and row =SUM(A1A85 Type a right side parenthesis ldquo)rdquo and press Enter6 The selected cells now add together and the total is displayed in the same cell where you
created the formula
Try it out See if you can subtract columns Need help Try the help index in Excel its pretty good If that isnrsquot enough take the online Excel class training through the learning center
Donrsquot forget If you want to see the text of a notice you can view it on the Notice Retrieval website
httpsappsstateoruscgi-binntcloginpl Contact the service desk to request a password to use the site or if yoursquove forgotten your password You can search for notices by date or by person once you get access
November 2011 Page 3
SNAP Medicaid eligibility
Over-payment PMDDT Services Other DD
case UI
January 12 29 7 27 19 3 10 11February 14 26 8 27 21 6 8 4
March 17 24 8 40 23 1 5 15April 12 17 3 24 22 5 8 5May 9 31 6 20 22 5 11 5June 21 24 6 22 18 0 11 7July 16 18 8 22 18 7 8 4
August 13 20 8 16 25 10 9 11September 24 31 7 9 23 2 5 6
October 22 31 7 9 23 2 5 8
NVRA date reminderVoter registration forms SEL 503 received in the branch must be dated the day theyrsquore received with a non-identifying stamp a stamp with the name of the office cannot be used If your area does not have a plain date stamp write the date on the card by hand the day it is received
When mailing the SEL 503 Agency Voter Registration Card watch the dates on the cards and get them in the mail no later than five calendar days after the earliest date This means if there is a card dated December 5 it has to be in the mail and postmarked no later than the 10th ndash a Dec 11 postmark will be too late Use only the SEL 516 4 envelope when mailing forms to the county or to the Secretary of State to get credit for your work
Have questions See the SSAM VIIIC or contact Karen Gulliver 503-945-6460 or karenlgulliver stateorus
November 2011 Page 4
CBC info now online in the SSAMCheck out the new CBC section in the Support Staff Assistance Manual (SSAM) online (httpwwwdhsstateorusspdtoolsadditionalssam03chtm) A few highlights of what you will find Suspend messages and how to clearHow to enter a 512Filling out adjustment and late payment request forms (new cheat sheets)Frequently used screensPrinting Remittance Advice for providersAssistance contact information
This information will also be posted in Case Management Tools at a later date Your feedback is appreciated If you have comments corrections or requests for information to be added please email them to Kristen Hutton in the Payment Support Unit kristendhuttonstateorus
The SSAM is full of great information for your reference check it out and refer back to it for procedural guidelines wwwdhsstateorusspdtoolsadditionalssamindexhtm
December 2011Bingorsquos birthday month
Universal human rights monthWorld AIDS month
Dec 1 - 7 Tolerance weekDec 6 - 12 Handwashing awareness week
Dec 18 -24 Gluten-free baking weekDec 2 National mutt day
Dec 3 International day of disabled personsDec 5 International Ninja day
Dec 7 Pearl Harbor remembrance dayDec10 Nobel prize dayDec 15 Cat herders day
Dec 20 Chanukah beginsDec 21 Winter solstice
Dec 22 National regifting dayDec 23 Festivus
Dec 25 ChristmasDec 26 CLOSED
Dec 31 New Years Eve
Fair housing Discrimination protections
Collectively race color and national origin is the second largest area of fair housing complaints and violations both nationally and locally Here in Oregon therersquos been everything from cross burning to differential treatment to higher rates and fees charged to African Americans Latinos Native Americans and other races
For more information on these protected classes visit wwwFHCOorgcolorhtm or wwwFHCOorgnational_originhtm
The Fair Housing Council is a nonprofit serving Oregon and SW Washington Anyone may call the free Fair Housing Hotline at 800424-3247 Ext 2 or visit wwwFHCOorgJo Becker Education and Outreach Coordinator Fair Housing Council
November 2011 Page 5
December 2011 training calendarMonday Tuesday Wednesday Thursday Friday
1Cultural competency and diversity (830 - 400)
2Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
5Eligibility 201 (100 - 430) Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
6Eligibility 201 (830 - 430) NVRA training North Bend (900 - 1000)NVRA training Roseburg (100 - 200)Basic Lean tools (900 -1200)MMIS medical eligibility (830 - 430)
7Eligibility 201 (830 - 430)
8Eligibility 201 (830 - 430)
9Eligibility 201 (830 - 1200)
12 13Eligibility 101 (830 - 430)Metrics 104 (130 - 300)Netlink Payroll reporting for new employees (100 - 400)MMIS medical eligibility (830 - 430)
14Eligibility 101 (830 - 430)Advanced in-home service planning (830 - 430)
15Eligibility 101 (830 - 1200)Advanced in-home service planning (830 - 430)Netlink Writing a good decision notice (100 - 400) DD eligibility rules changes for 2012 (900 - 1000)
16
19 20 21 22 23
26CLOSED
27 28 29 30
Dates and availability of classes are subject to change Please re-view availability on the DHS Learning Center
October 2011 SNAP honor roll100 Accuracy
0310 Canby SPD 100 2211 Albany ADS 1000411 Warrenton ADS 100 3011 Pendleton SPD 1000511 St Helens SPD 100 3013 Hermiston SPD 1000914 Redmond SPD 100 3111 LaGrande SPD 1001211 John Day SPD 100 3211 Florence AAA 1001311 Burns SPD 100 3311 The Dalles SPD 1001513 Medford SSO 100 3411 Hillsboro SPD 1001612 Madras SPD 100 3417 Beaverton SPD 1001811 Klamath Falls SPD 100 3617 McMinnville ADS 1002111 Toledo ADS 100
90 or Better Accuracy1517 Medford DSO 9600 0314 Estacada SPD 93331717 Grants Pass DSO 9600 1011 Roseburg SPD 93333515 Tigard SPD 9600 1911 Woodburn ADS 93331418 Portland South East ADS 9583 0313 Milwaukie SPD 92862011 Eugene Lane COG 9545 2311 Ontario SPD 92860111 Baker City SPD 9333 2518 West Portland ADS 92000311 Oregon City SPD 9333 3518 East Multnomah ADS 9200
November 2011 Page 6
66 of all the SPDAAA offices are on the October honor roll
Donrsquot forget Remember to update the SNAP date of request and filing date in Oregon ACCESS Old dates
printed on the forms can be confusing or misleading to clients and misleading for reviewers Information about the current certification should be updated including the filing date with each cert and recert so the record is always accurate
Want to see your area featured in In the Loop Its easy Gather your pho-tos and story then contact Karen Gulliver with SPD Field Services (karenlgulliverstateorus) and your area can be famous too
PacTrac instead of UPSOn the State Shuttle route If so have you heard of PacTrac PacTrac is the State Shuttle Servicersquos low cost package and secure shipment tracking system Once yoursquore signed up to use the service itrsquos as easy as going to their website entering the delivery details and printing a bar coded label You can track the progress of your shipment online The cost to send a secure trackable package is $340 and meets our requirement to send case files via secure method Check it out
Click here for PacTrac information and guide
November 2011 Page 7
Proposed Coordinated Care Organizations (CCOs) mdashPart IIIn the newsletter last month I talked a little about Oregonrsquos plan to transform its health care system and how it relies on the creation of Coordinated Care Organizations (CCOs) As I said the development and plan for CCOs is currently being worked on by four Governor-appointed workgroups These workgroups will make recommendations to the Oregon Health Policy Board which will then inform the plan for CCOs to the Legislature this February
We all have a stake in improving health care for people who count on the Oregon Health Plan for care Costs are skyrocketing for families employers and government While some local communities have done a great job of finding innovative ways to do things better there hasnrsquot yet been a statewide approach to providing high-quality health care while keeping costs under control
In June of 2011 Governor Kitzhaber and the Oregon Legislature passed a bill that would create coordinated care organizations (CCOs) across the state These organizations would be responsible for all of the care for Oregon Health Plan members in their communities By February 2012 a draft plan for how CCOs would operate will be presented to the Legislature with a goal of launching the first CCO in July of 2012
Because each community is different there may be different models for a CCO For CCOs to be successful providers must want to participate members must be satisfied and actively involved with their own care quality must be excellent which means it must also meet culturally diverse needs and costs must be controlled The criteria for how CCOs would operate is being developed with input from members providers stakeholders and the public
Key elements of coordinated care organizations
1 Local control Because each community is different there may be different models for a CCO One model might be a network of health care providers of all types working with community health workers providing comprehensive care for members
2 Coordination CCOs would integrate physical health mental health and dental health services to create a single point of accountability for the health of the entire population they serve Providers within a CCO network would have the flexibility and incentive to focus on keeping members healthier through preventive care and managing chronic conditions before they become severe
3 Global budgets and shared savings CCOs would be reimbursed for OHP services through a global budget designed to cover all types of care That would allow opportunities for organizations and providers to be paid in a different way and to allocate resources more strategically through the CCO The idea is that there would be less pressure for unnecessary services and more ability for providers and health workers to spend time on care that focuses on wellness and prevention
(continued on the next page)
November 2011 Page 8
CBC late payment and adjustment error rateInternal metrics have found very high error rates on submitted CBC late payment and adjustment requests In 2010 3654 of late payment requests submitted were incorrect or included errors 5252 of adjustments were submitted incorrectly So far in 2011 error rates are just as high ndash late payments submitted have an error rate of 4612 and adjustments submitted have an error rate of 5714
This information allows us to determine training deficits and areas which need more attention throughout the State Wersquove recently developed a section of the SSAM for CBC payments which can be found at the link below Wersquove also updated the Overpayment Procedure Manual on Staff Tools (link also below) and added a specific section on late payment and adjustment forms in the CBC 512 training course offered bimonthly (see learning center for schedule)
If managers or field staff have further questions on any of this information need clarification or have feedback they are encouraged to contact Kristen Hutton with the Payment Support Unit via email at kristendhuttonstateorus
CBC section of the SSAM httpwwwdhsstateorusspdtoolsadditionalssam03chtm
Overpayment Procedure Guide on Staff Tools httpwwwdhsstateorusspdtoolscmprovovpguidehtm
(continued from the previous page)
4 Health equity CCOs would be responsible for addressing avoidable gaps in health care outcomes among groups
5 Metricsperformance measures Accountability and transparency will be key to the success of this new model Coordinated care organizations would operate under contracted performance standards and benchmarks in order to ensure that care is being improved while costs are being reduced
6 Primary care health homes One proposed element of coordinated care organizations is an emphasis on primary care health homes as the center of membersrsquo coordinated care A primary care health home is not a place It is a team that works on keeping members at their healthiest focusing on preventive care and managing chronic health conditions By having a primary care home members are able to stay healthier and get their needs met by their provider so they can stay out of the emergency room
Go to wwwhealthoregongov for the most up-to-date news fact sheets and other information about health transformation and send me an e-mail if you have any questionsTina Kitchin DHS Medical Director
November 2011 Page 9
Not a separate householdHave you ever had a situation where a 21 year old applies for SNAP benefits while living with one or both of her parents What about the 20 year old who submits an 852 reporting he is now living with his parent
There is no denial reason based on being under 22 and living with their parents The agency must make a determination of eligibility prior to denying the application or closing the case If you are processing an application the client can withdraw but this must be initiated by the client If the client does not ask to withdraw or is reporting this information on an 852 the agency must request the information and verification necessary to determine eligibility including the parent(s) Send the DHS210 or SDS539H if an application is being processed or the DHS487 if the 852 is being processed The client has the option to submit what the agency requested or not
If the client requests to withdraw their application send a denial notice using withdrawal as the reason (code WI in the reas field on FCAS) If the client fails to submit the requested verification deny the application for failure to submit the verifications requested after the interview (use FC in the reas field on FCAS) or allow the open case to auto suspend and then auto close for failure to submit a complete 852
Quality Control has seen a recent increase in errors because workers are denying or closing cases in these situations without first making a determination if the household is eligible for SNAP benefits or not
Is it ever appropriate to deny for not being a separate household Yes if the others in the home already have an open SNAP case it would be appropriate to deny the new application and add the person or people to the ongoing caseQuality Control
Field Services changesSPD Field Services in changing as part of the restructuring process to better serve the local offices One of the most obvious changes is our roster ndash Carol Mauser has returned to District 9 Sandy Hata has taken on Districts 13 and 14 and a few others have joined us
Margaret Jester-Haining and Linda Woelke formerly with the On the Move program have moved in so have Megan Hornby and Melissa Taber We are so pleased to have such great additions to this team familiar names and faces just in a new location Wersquore still sorting ourselves out but the great service you have come to expect will not change
The rest of the Field Services team is still here if you need us so feel free to get in touch We miss you Carol and Sandy Welcome to Margaret Linda Megan and Melissa
November 2011 Page 3
SNAP Medicaid eligibility
Over-payment PMDDT Services Other DD
case UI
January 12 29 7 27 19 3 10 11February 14 26 8 27 21 6 8 4
March 17 24 8 40 23 1 5 15April 12 17 3 24 22 5 8 5May 9 31 6 20 22 5 11 5June 21 24 6 22 18 0 11 7July 16 18 8 22 18 7 8 4
August 13 20 8 16 25 10 9 11September 24 31 7 9 23 2 5 6
October 22 31 7 9 23 2 5 8
NVRA date reminderVoter registration forms SEL 503 received in the branch must be dated the day theyrsquore received with a non-identifying stamp a stamp with the name of the office cannot be used If your area does not have a plain date stamp write the date on the card by hand the day it is received
When mailing the SEL 503 Agency Voter Registration Card watch the dates on the cards and get them in the mail no later than five calendar days after the earliest date This means if there is a card dated December 5 it has to be in the mail and postmarked no later than the 10th ndash a Dec 11 postmark will be too late Use only the SEL 516 4 envelope when mailing forms to the county or to the Secretary of State to get credit for your work
Have questions See the SSAM VIIIC or contact Karen Gulliver 503-945-6460 or karenlgulliver stateorus
November 2011 Page 4
CBC info now online in the SSAMCheck out the new CBC section in the Support Staff Assistance Manual (SSAM) online (httpwwwdhsstateorusspdtoolsadditionalssam03chtm) A few highlights of what you will find Suspend messages and how to clearHow to enter a 512Filling out adjustment and late payment request forms (new cheat sheets)Frequently used screensPrinting Remittance Advice for providersAssistance contact information
This information will also be posted in Case Management Tools at a later date Your feedback is appreciated If you have comments corrections or requests for information to be added please email them to Kristen Hutton in the Payment Support Unit kristendhuttonstateorus
The SSAM is full of great information for your reference check it out and refer back to it for procedural guidelines wwwdhsstateorusspdtoolsadditionalssamindexhtm
December 2011Bingorsquos birthday month
Universal human rights monthWorld AIDS month
Dec 1 - 7 Tolerance weekDec 6 - 12 Handwashing awareness week
Dec 18 -24 Gluten-free baking weekDec 2 National mutt day
Dec 3 International day of disabled personsDec 5 International Ninja day
Dec 7 Pearl Harbor remembrance dayDec10 Nobel prize dayDec 15 Cat herders day
Dec 20 Chanukah beginsDec 21 Winter solstice
Dec 22 National regifting dayDec 23 Festivus
Dec 25 ChristmasDec 26 CLOSED
Dec 31 New Years Eve
Fair housing Discrimination protections
Collectively race color and national origin is the second largest area of fair housing complaints and violations both nationally and locally Here in Oregon therersquos been everything from cross burning to differential treatment to higher rates and fees charged to African Americans Latinos Native Americans and other races
For more information on these protected classes visit wwwFHCOorgcolorhtm or wwwFHCOorgnational_originhtm
The Fair Housing Council is a nonprofit serving Oregon and SW Washington Anyone may call the free Fair Housing Hotline at 800424-3247 Ext 2 or visit wwwFHCOorgJo Becker Education and Outreach Coordinator Fair Housing Council
November 2011 Page 5
December 2011 training calendarMonday Tuesday Wednesday Thursday Friday
1Cultural competency and diversity (830 - 400)
2Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
5Eligibility 201 (100 - 430) Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
6Eligibility 201 (830 - 430) NVRA training North Bend (900 - 1000)NVRA training Roseburg (100 - 200)Basic Lean tools (900 -1200)MMIS medical eligibility (830 - 430)
7Eligibility 201 (830 - 430)
8Eligibility 201 (830 - 430)
9Eligibility 201 (830 - 1200)
12 13Eligibility 101 (830 - 430)Metrics 104 (130 - 300)Netlink Payroll reporting for new employees (100 - 400)MMIS medical eligibility (830 - 430)
14Eligibility 101 (830 - 430)Advanced in-home service planning (830 - 430)
15Eligibility 101 (830 - 1200)Advanced in-home service planning (830 - 430)Netlink Writing a good decision notice (100 - 400) DD eligibility rules changes for 2012 (900 - 1000)
16
19 20 21 22 23
26CLOSED
27 28 29 30
Dates and availability of classes are subject to change Please re-view availability on the DHS Learning Center
October 2011 SNAP honor roll100 Accuracy
0310 Canby SPD 100 2211 Albany ADS 1000411 Warrenton ADS 100 3011 Pendleton SPD 1000511 St Helens SPD 100 3013 Hermiston SPD 1000914 Redmond SPD 100 3111 LaGrande SPD 1001211 John Day SPD 100 3211 Florence AAA 1001311 Burns SPD 100 3311 The Dalles SPD 1001513 Medford SSO 100 3411 Hillsboro SPD 1001612 Madras SPD 100 3417 Beaverton SPD 1001811 Klamath Falls SPD 100 3617 McMinnville ADS 1002111 Toledo ADS 100
90 or Better Accuracy1517 Medford DSO 9600 0314 Estacada SPD 93331717 Grants Pass DSO 9600 1011 Roseburg SPD 93333515 Tigard SPD 9600 1911 Woodburn ADS 93331418 Portland South East ADS 9583 0313 Milwaukie SPD 92862011 Eugene Lane COG 9545 2311 Ontario SPD 92860111 Baker City SPD 9333 2518 West Portland ADS 92000311 Oregon City SPD 9333 3518 East Multnomah ADS 9200
November 2011 Page 6
66 of all the SPDAAA offices are on the October honor roll
Donrsquot forget Remember to update the SNAP date of request and filing date in Oregon ACCESS Old dates
printed on the forms can be confusing or misleading to clients and misleading for reviewers Information about the current certification should be updated including the filing date with each cert and recert so the record is always accurate
Want to see your area featured in In the Loop Its easy Gather your pho-tos and story then contact Karen Gulliver with SPD Field Services (karenlgulliverstateorus) and your area can be famous too
PacTrac instead of UPSOn the State Shuttle route If so have you heard of PacTrac PacTrac is the State Shuttle Servicersquos low cost package and secure shipment tracking system Once yoursquore signed up to use the service itrsquos as easy as going to their website entering the delivery details and printing a bar coded label You can track the progress of your shipment online The cost to send a secure trackable package is $340 and meets our requirement to send case files via secure method Check it out
Click here for PacTrac information and guide
November 2011 Page 7
Proposed Coordinated Care Organizations (CCOs) mdashPart IIIn the newsletter last month I talked a little about Oregonrsquos plan to transform its health care system and how it relies on the creation of Coordinated Care Organizations (CCOs) As I said the development and plan for CCOs is currently being worked on by four Governor-appointed workgroups These workgroups will make recommendations to the Oregon Health Policy Board which will then inform the plan for CCOs to the Legislature this February
We all have a stake in improving health care for people who count on the Oregon Health Plan for care Costs are skyrocketing for families employers and government While some local communities have done a great job of finding innovative ways to do things better there hasnrsquot yet been a statewide approach to providing high-quality health care while keeping costs under control
In June of 2011 Governor Kitzhaber and the Oregon Legislature passed a bill that would create coordinated care organizations (CCOs) across the state These organizations would be responsible for all of the care for Oregon Health Plan members in their communities By February 2012 a draft plan for how CCOs would operate will be presented to the Legislature with a goal of launching the first CCO in July of 2012
Because each community is different there may be different models for a CCO For CCOs to be successful providers must want to participate members must be satisfied and actively involved with their own care quality must be excellent which means it must also meet culturally diverse needs and costs must be controlled The criteria for how CCOs would operate is being developed with input from members providers stakeholders and the public
Key elements of coordinated care organizations
1 Local control Because each community is different there may be different models for a CCO One model might be a network of health care providers of all types working with community health workers providing comprehensive care for members
2 Coordination CCOs would integrate physical health mental health and dental health services to create a single point of accountability for the health of the entire population they serve Providers within a CCO network would have the flexibility and incentive to focus on keeping members healthier through preventive care and managing chronic conditions before they become severe
3 Global budgets and shared savings CCOs would be reimbursed for OHP services through a global budget designed to cover all types of care That would allow opportunities for organizations and providers to be paid in a different way and to allocate resources more strategically through the CCO The idea is that there would be less pressure for unnecessary services and more ability for providers and health workers to spend time on care that focuses on wellness and prevention
(continued on the next page)
November 2011 Page 8
CBC late payment and adjustment error rateInternal metrics have found very high error rates on submitted CBC late payment and adjustment requests In 2010 3654 of late payment requests submitted were incorrect or included errors 5252 of adjustments were submitted incorrectly So far in 2011 error rates are just as high ndash late payments submitted have an error rate of 4612 and adjustments submitted have an error rate of 5714
This information allows us to determine training deficits and areas which need more attention throughout the State Wersquove recently developed a section of the SSAM for CBC payments which can be found at the link below Wersquove also updated the Overpayment Procedure Manual on Staff Tools (link also below) and added a specific section on late payment and adjustment forms in the CBC 512 training course offered bimonthly (see learning center for schedule)
If managers or field staff have further questions on any of this information need clarification or have feedback they are encouraged to contact Kristen Hutton with the Payment Support Unit via email at kristendhuttonstateorus
CBC section of the SSAM httpwwwdhsstateorusspdtoolsadditionalssam03chtm
Overpayment Procedure Guide on Staff Tools httpwwwdhsstateorusspdtoolscmprovovpguidehtm
(continued from the previous page)
4 Health equity CCOs would be responsible for addressing avoidable gaps in health care outcomes among groups
5 Metricsperformance measures Accountability and transparency will be key to the success of this new model Coordinated care organizations would operate under contracted performance standards and benchmarks in order to ensure that care is being improved while costs are being reduced
6 Primary care health homes One proposed element of coordinated care organizations is an emphasis on primary care health homes as the center of membersrsquo coordinated care A primary care health home is not a place It is a team that works on keeping members at their healthiest focusing on preventive care and managing chronic health conditions By having a primary care home members are able to stay healthier and get their needs met by their provider so they can stay out of the emergency room
Go to wwwhealthoregongov for the most up-to-date news fact sheets and other information about health transformation and send me an e-mail if you have any questionsTina Kitchin DHS Medical Director
November 2011 Page 9
Not a separate householdHave you ever had a situation where a 21 year old applies for SNAP benefits while living with one or both of her parents What about the 20 year old who submits an 852 reporting he is now living with his parent
There is no denial reason based on being under 22 and living with their parents The agency must make a determination of eligibility prior to denying the application or closing the case If you are processing an application the client can withdraw but this must be initiated by the client If the client does not ask to withdraw or is reporting this information on an 852 the agency must request the information and verification necessary to determine eligibility including the parent(s) Send the DHS210 or SDS539H if an application is being processed or the DHS487 if the 852 is being processed The client has the option to submit what the agency requested or not
If the client requests to withdraw their application send a denial notice using withdrawal as the reason (code WI in the reas field on FCAS) If the client fails to submit the requested verification deny the application for failure to submit the verifications requested after the interview (use FC in the reas field on FCAS) or allow the open case to auto suspend and then auto close for failure to submit a complete 852
Quality Control has seen a recent increase in errors because workers are denying or closing cases in these situations without first making a determination if the household is eligible for SNAP benefits or not
Is it ever appropriate to deny for not being a separate household Yes if the others in the home already have an open SNAP case it would be appropriate to deny the new application and add the person or people to the ongoing caseQuality Control
Field Services changesSPD Field Services in changing as part of the restructuring process to better serve the local offices One of the most obvious changes is our roster ndash Carol Mauser has returned to District 9 Sandy Hata has taken on Districts 13 and 14 and a few others have joined us
Margaret Jester-Haining and Linda Woelke formerly with the On the Move program have moved in so have Megan Hornby and Melissa Taber We are so pleased to have such great additions to this team familiar names and faces just in a new location Wersquore still sorting ourselves out but the great service you have come to expect will not change
The rest of the Field Services team is still here if you need us so feel free to get in touch We miss you Carol and Sandy Welcome to Margaret Linda Megan and Melissa
November 2011 Page 4
CBC info now online in the SSAMCheck out the new CBC section in the Support Staff Assistance Manual (SSAM) online (httpwwwdhsstateorusspdtoolsadditionalssam03chtm) A few highlights of what you will find Suspend messages and how to clearHow to enter a 512Filling out adjustment and late payment request forms (new cheat sheets)Frequently used screensPrinting Remittance Advice for providersAssistance contact information
This information will also be posted in Case Management Tools at a later date Your feedback is appreciated If you have comments corrections or requests for information to be added please email them to Kristen Hutton in the Payment Support Unit kristendhuttonstateorus
The SSAM is full of great information for your reference check it out and refer back to it for procedural guidelines wwwdhsstateorusspdtoolsadditionalssamindexhtm
December 2011Bingorsquos birthday month
Universal human rights monthWorld AIDS month
Dec 1 - 7 Tolerance weekDec 6 - 12 Handwashing awareness week
Dec 18 -24 Gluten-free baking weekDec 2 National mutt day
Dec 3 International day of disabled personsDec 5 International Ninja day
Dec 7 Pearl Harbor remembrance dayDec10 Nobel prize dayDec 15 Cat herders day
Dec 20 Chanukah beginsDec 21 Winter solstice
Dec 22 National regifting dayDec 23 Festivus
Dec 25 ChristmasDec 26 CLOSED
Dec 31 New Years Eve
Fair housing Discrimination protections
Collectively race color and national origin is the second largest area of fair housing complaints and violations both nationally and locally Here in Oregon therersquos been everything from cross burning to differential treatment to higher rates and fees charged to African Americans Latinos Native Americans and other races
For more information on these protected classes visit wwwFHCOorgcolorhtm or wwwFHCOorgnational_originhtm
The Fair Housing Council is a nonprofit serving Oregon and SW Washington Anyone may call the free Fair Housing Hotline at 800424-3247 Ext 2 or visit wwwFHCOorgJo Becker Education and Outreach Coordinator Fair Housing Council
November 2011 Page 5
December 2011 training calendarMonday Tuesday Wednesday Thursday Friday
1Cultural competency and diversity (830 - 400)
2Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
5Eligibility 201 (100 - 430) Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
6Eligibility 201 (830 - 430) NVRA training North Bend (900 - 1000)NVRA training Roseburg (100 - 200)Basic Lean tools (900 -1200)MMIS medical eligibility (830 - 430)
7Eligibility 201 (830 - 430)
8Eligibility 201 (830 - 430)
9Eligibility 201 (830 - 1200)
12 13Eligibility 101 (830 - 430)Metrics 104 (130 - 300)Netlink Payroll reporting for new employees (100 - 400)MMIS medical eligibility (830 - 430)
14Eligibility 101 (830 - 430)Advanced in-home service planning (830 - 430)
15Eligibility 101 (830 - 1200)Advanced in-home service planning (830 - 430)Netlink Writing a good decision notice (100 - 400) DD eligibility rules changes for 2012 (900 - 1000)
16
19 20 21 22 23
26CLOSED
27 28 29 30
Dates and availability of classes are subject to change Please re-view availability on the DHS Learning Center
October 2011 SNAP honor roll100 Accuracy
0310 Canby SPD 100 2211 Albany ADS 1000411 Warrenton ADS 100 3011 Pendleton SPD 1000511 St Helens SPD 100 3013 Hermiston SPD 1000914 Redmond SPD 100 3111 LaGrande SPD 1001211 John Day SPD 100 3211 Florence AAA 1001311 Burns SPD 100 3311 The Dalles SPD 1001513 Medford SSO 100 3411 Hillsboro SPD 1001612 Madras SPD 100 3417 Beaverton SPD 1001811 Klamath Falls SPD 100 3617 McMinnville ADS 1002111 Toledo ADS 100
90 or Better Accuracy1517 Medford DSO 9600 0314 Estacada SPD 93331717 Grants Pass DSO 9600 1011 Roseburg SPD 93333515 Tigard SPD 9600 1911 Woodburn ADS 93331418 Portland South East ADS 9583 0313 Milwaukie SPD 92862011 Eugene Lane COG 9545 2311 Ontario SPD 92860111 Baker City SPD 9333 2518 West Portland ADS 92000311 Oregon City SPD 9333 3518 East Multnomah ADS 9200
November 2011 Page 6
66 of all the SPDAAA offices are on the October honor roll
Donrsquot forget Remember to update the SNAP date of request and filing date in Oregon ACCESS Old dates
printed on the forms can be confusing or misleading to clients and misleading for reviewers Information about the current certification should be updated including the filing date with each cert and recert so the record is always accurate
Want to see your area featured in In the Loop Its easy Gather your pho-tos and story then contact Karen Gulliver with SPD Field Services (karenlgulliverstateorus) and your area can be famous too
PacTrac instead of UPSOn the State Shuttle route If so have you heard of PacTrac PacTrac is the State Shuttle Servicersquos low cost package and secure shipment tracking system Once yoursquore signed up to use the service itrsquos as easy as going to their website entering the delivery details and printing a bar coded label You can track the progress of your shipment online The cost to send a secure trackable package is $340 and meets our requirement to send case files via secure method Check it out
Click here for PacTrac information and guide
November 2011 Page 7
Proposed Coordinated Care Organizations (CCOs) mdashPart IIIn the newsletter last month I talked a little about Oregonrsquos plan to transform its health care system and how it relies on the creation of Coordinated Care Organizations (CCOs) As I said the development and plan for CCOs is currently being worked on by four Governor-appointed workgroups These workgroups will make recommendations to the Oregon Health Policy Board which will then inform the plan for CCOs to the Legislature this February
We all have a stake in improving health care for people who count on the Oregon Health Plan for care Costs are skyrocketing for families employers and government While some local communities have done a great job of finding innovative ways to do things better there hasnrsquot yet been a statewide approach to providing high-quality health care while keeping costs under control
In June of 2011 Governor Kitzhaber and the Oregon Legislature passed a bill that would create coordinated care organizations (CCOs) across the state These organizations would be responsible for all of the care for Oregon Health Plan members in their communities By February 2012 a draft plan for how CCOs would operate will be presented to the Legislature with a goal of launching the first CCO in July of 2012
Because each community is different there may be different models for a CCO For CCOs to be successful providers must want to participate members must be satisfied and actively involved with their own care quality must be excellent which means it must also meet culturally diverse needs and costs must be controlled The criteria for how CCOs would operate is being developed with input from members providers stakeholders and the public
Key elements of coordinated care organizations
1 Local control Because each community is different there may be different models for a CCO One model might be a network of health care providers of all types working with community health workers providing comprehensive care for members
2 Coordination CCOs would integrate physical health mental health and dental health services to create a single point of accountability for the health of the entire population they serve Providers within a CCO network would have the flexibility and incentive to focus on keeping members healthier through preventive care and managing chronic conditions before they become severe
3 Global budgets and shared savings CCOs would be reimbursed for OHP services through a global budget designed to cover all types of care That would allow opportunities for organizations and providers to be paid in a different way and to allocate resources more strategically through the CCO The idea is that there would be less pressure for unnecessary services and more ability for providers and health workers to spend time on care that focuses on wellness and prevention
(continued on the next page)
November 2011 Page 8
CBC late payment and adjustment error rateInternal metrics have found very high error rates on submitted CBC late payment and adjustment requests In 2010 3654 of late payment requests submitted were incorrect or included errors 5252 of adjustments were submitted incorrectly So far in 2011 error rates are just as high ndash late payments submitted have an error rate of 4612 and adjustments submitted have an error rate of 5714
This information allows us to determine training deficits and areas which need more attention throughout the State Wersquove recently developed a section of the SSAM for CBC payments which can be found at the link below Wersquove also updated the Overpayment Procedure Manual on Staff Tools (link also below) and added a specific section on late payment and adjustment forms in the CBC 512 training course offered bimonthly (see learning center for schedule)
If managers or field staff have further questions on any of this information need clarification or have feedback they are encouraged to contact Kristen Hutton with the Payment Support Unit via email at kristendhuttonstateorus
CBC section of the SSAM httpwwwdhsstateorusspdtoolsadditionalssam03chtm
Overpayment Procedure Guide on Staff Tools httpwwwdhsstateorusspdtoolscmprovovpguidehtm
(continued from the previous page)
4 Health equity CCOs would be responsible for addressing avoidable gaps in health care outcomes among groups
5 Metricsperformance measures Accountability and transparency will be key to the success of this new model Coordinated care organizations would operate under contracted performance standards and benchmarks in order to ensure that care is being improved while costs are being reduced
6 Primary care health homes One proposed element of coordinated care organizations is an emphasis on primary care health homes as the center of membersrsquo coordinated care A primary care health home is not a place It is a team that works on keeping members at their healthiest focusing on preventive care and managing chronic health conditions By having a primary care home members are able to stay healthier and get their needs met by their provider so they can stay out of the emergency room
Go to wwwhealthoregongov for the most up-to-date news fact sheets and other information about health transformation and send me an e-mail if you have any questionsTina Kitchin DHS Medical Director
November 2011 Page 9
Not a separate householdHave you ever had a situation where a 21 year old applies for SNAP benefits while living with one or both of her parents What about the 20 year old who submits an 852 reporting he is now living with his parent
There is no denial reason based on being under 22 and living with their parents The agency must make a determination of eligibility prior to denying the application or closing the case If you are processing an application the client can withdraw but this must be initiated by the client If the client does not ask to withdraw or is reporting this information on an 852 the agency must request the information and verification necessary to determine eligibility including the parent(s) Send the DHS210 or SDS539H if an application is being processed or the DHS487 if the 852 is being processed The client has the option to submit what the agency requested or not
If the client requests to withdraw their application send a denial notice using withdrawal as the reason (code WI in the reas field on FCAS) If the client fails to submit the requested verification deny the application for failure to submit the verifications requested after the interview (use FC in the reas field on FCAS) or allow the open case to auto suspend and then auto close for failure to submit a complete 852
Quality Control has seen a recent increase in errors because workers are denying or closing cases in these situations without first making a determination if the household is eligible for SNAP benefits or not
Is it ever appropriate to deny for not being a separate household Yes if the others in the home already have an open SNAP case it would be appropriate to deny the new application and add the person or people to the ongoing caseQuality Control
Field Services changesSPD Field Services in changing as part of the restructuring process to better serve the local offices One of the most obvious changes is our roster ndash Carol Mauser has returned to District 9 Sandy Hata has taken on Districts 13 and 14 and a few others have joined us
Margaret Jester-Haining and Linda Woelke formerly with the On the Move program have moved in so have Megan Hornby and Melissa Taber We are so pleased to have such great additions to this team familiar names and faces just in a new location Wersquore still sorting ourselves out but the great service you have come to expect will not change
The rest of the Field Services team is still here if you need us so feel free to get in touch We miss you Carol and Sandy Welcome to Margaret Linda Megan and Melissa
November 2011 Page 5
December 2011 training calendarMonday Tuesday Wednesday Thursday Friday
1Cultural competency and diversity (830 - 400)
2Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
5Eligibility 201 (100 - 430) Cultural competency and diversity (830 - 400)DD eligibility rules changes for 2012 (900 - 1000)
6Eligibility 201 (830 - 430) NVRA training North Bend (900 - 1000)NVRA training Roseburg (100 - 200)Basic Lean tools (900 -1200)MMIS medical eligibility (830 - 430)
7Eligibility 201 (830 - 430)
8Eligibility 201 (830 - 430)
9Eligibility 201 (830 - 1200)
12 13Eligibility 101 (830 - 430)Metrics 104 (130 - 300)Netlink Payroll reporting for new employees (100 - 400)MMIS medical eligibility (830 - 430)
14Eligibility 101 (830 - 430)Advanced in-home service planning (830 - 430)
15Eligibility 101 (830 - 1200)Advanced in-home service planning (830 - 430)Netlink Writing a good decision notice (100 - 400) DD eligibility rules changes for 2012 (900 - 1000)
16
19 20 21 22 23
26CLOSED
27 28 29 30
Dates and availability of classes are subject to change Please re-view availability on the DHS Learning Center
October 2011 SNAP honor roll100 Accuracy
0310 Canby SPD 100 2211 Albany ADS 1000411 Warrenton ADS 100 3011 Pendleton SPD 1000511 St Helens SPD 100 3013 Hermiston SPD 1000914 Redmond SPD 100 3111 LaGrande SPD 1001211 John Day SPD 100 3211 Florence AAA 1001311 Burns SPD 100 3311 The Dalles SPD 1001513 Medford SSO 100 3411 Hillsboro SPD 1001612 Madras SPD 100 3417 Beaverton SPD 1001811 Klamath Falls SPD 100 3617 McMinnville ADS 1002111 Toledo ADS 100
90 or Better Accuracy1517 Medford DSO 9600 0314 Estacada SPD 93331717 Grants Pass DSO 9600 1011 Roseburg SPD 93333515 Tigard SPD 9600 1911 Woodburn ADS 93331418 Portland South East ADS 9583 0313 Milwaukie SPD 92862011 Eugene Lane COG 9545 2311 Ontario SPD 92860111 Baker City SPD 9333 2518 West Portland ADS 92000311 Oregon City SPD 9333 3518 East Multnomah ADS 9200
November 2011 Page 6
66 of all the SPDAAA offices are on the October honor roll
Donrsquot forget Remember to update the SNAP date of request and filing date in Oregon ACCESS Old dates
printed on the forms can be confusing or misleading to clients and misleading for reviewers Information about the current certification should be updated including the filing date with each cert and recert so the record is always accurate
Want to see your area featured in In the Loop Its easy Gather your pho-tos and story then contact Karen Gulliver with SPD Field Services (karenlgulliverstateorus) and your area can be famous too
PacTrac instead of UPSOn the State Shuttle route If so have you heard of PacTrac PacTrac is the State Shuttle Servicersquos low cost package and secure shipment tracking system Once yoursquore signed up to use the service itrsquos as easy as going to their website entering the delivery details and printing a bar coded label You can track the progress of your shipment online The cost to send a secure trackable package is $340 and meets our requirement to send case files via secure method Check it out
Click here for PacTrac information and guide
November 2011 Page 7
Proposed Coordinated Care Organizations (CCOs) mdashPart IIIn the newsletter last month I talked a little about Oregonrsquos plan to transform its health care system and how it relies on the creation of Coordinated Care Organizations (CCOs) As I said the development and plan for CCOs is currently being worked on by four Governor-appointed workgroups These workgroups will make recommendations to the Oregon Health Policy Board which will then inform the plan for CCOs to the Legislature this February
We all have a stake in improving health care for people who count on the Oregon Health Plan for care Costs are skyrocketing for families employers and government While some local communities have done a great job of finding innovative ways to do things better there hasnrsquot yet been a statewide approach to providing high-quality health care while keeping costs under control
In June of 2011 Governor Kitzhaber and the Oregon Legislature passed a bill that would create coordinated care organizations (CCOs) across the state These organizations would be responsible for all of the care for Oregon Health Plan members in their communities By February 2012 a draft plan for how CCOs would operate will be presented to the Legislature with a goal of launching the first CCO in July of 2012
Because each community is different there may be different models for a CCO For CCOs to be successful providers must want to participate members must be satisfied and actively involved with their own care quality must be excellent which means it must also meet culturally diverse needs and costs must be controlled The criteria for how CCOs would operate is being developed with input from members providers stakeholders and the public
Key elements of coordinated care organizations
1 Local control Because each community is different there may be different models for a CCO One model might be a network of health care providers of all types working with community health workers providing comprehensive care for members
2 Coordination CCOs would integrate physical health mental health and dental health services to create a single point of accountability for the health of the entire population they serve Providers within a CCO network would have the flexibility and incentive to focus on keeping members healthier through preventive care and managing chronic conditions before they become severe
3 Global budgets and shared savings CCOs would be reimbursed for OHP services through a global budget designed to cover all types of care That would allow opportunities for organizations and providers to be paid in a different way and to allocate resources more strategically through the CCO The idea is that there would be less pressure for unnecessary services and more ability for providers and health workers to spend time on care that focuses on wellness and prevention
(continued on the next page)
November 2011 Page 8
CBC late payment and adjustment error rateInternal metrics have found very high error rates on submitted CBC late payment and adjustment requests In 2010 3654 of late payment requests submitted were incorrect or included errors 5252 of adjustments were submitted incorrectly So far in 2011 error rates are just as high ndash late payments submitted have an error rate of 4612 and adjustments submitted have an error rate of 5714
This information allows us to determine training deficits and areas which need more attention throughout the State Wersquove recently developed a section of the SSAM for CBC payments which can be found at the link below Wersquove also updated the Overpayment Procedure Manual on Staff Tools (link also below) and added a specific section on late payment and adjustment forms in the CBC 512 training course offered bimonthly (see learning center for schedule)
If managers or field staff have further questions on any of this information need clarification or have feedback they are encouraged to contact Kristen Hutton with the Payment Support Unit via email at kristendhuttonstateorus
CBC section of the SSAM httpwwwdhsstateorusspdtoolsadditionalssam03chtm
Overpayment Procedure Guide on Staff Tools httpwwwdhsstateorusspdtoolscmprovovpguidehtm
(continued from the previous page)
4 Health equity CCOs would be responsible for addressing avoidable gaps in health care outcomes among groups
5 Metricsperformance measures Accountability and transparency will be key to the success of this new model Coordinated care organizations would operate under contracted performance standards and benchmarks in order to ensure that care is being improved while costs are being reduced
6 Primary care health homes One proposed element of coordinated care organizations is an emphasis on primary care health homes as the center of membersrsquo coordinated care A primary care health home is not a place It is a team that works on keeping members at their healthiest focusing on preventive care and managing chronic health conditions By having a primary care home members are able to stay healthier and get their needs met by their provider so they can stay out of the emergency room
Go to wwwhealthoregongov for the most up-to-date news fact sheets and other information about health transformation and send me an e-mail if you have any questionsTina Kitchin DHS Medical Director
November 2011 Page 9
Not a separate householdHave you ever had a situation where a 21 year old applies for SNAP benefits while living with one or both of her parents What about the 20 year old who submits an 852 reporting he is now living with his parent
There is no denial reason based on being under 22 and living with their parents The agency must make a determination of eligibility prior to denying the application or closing the case If you are processing an application the client can withdraw but this must be initiated by the client If the client does not ask to withdraw or is reporting this information on an 852 the agency must request the information and verification necessary to determine eligibility including the parent(s) Send the DHS210 or SDS539H if an application is being processed or the DHS487 if the 852 is being processed The client has the option to submit what the agency requested or not
If the client requests to withdraw their application send a denial notice using withdrawal as the reason (code WI in the reas field on FCAS) If the client fails to submit the requested verification deny the application for failure to submit the verifications requested after the interview (use FC in the reas field on FCAS) or allow the open case to auto suspend and then auto close for failure to submit a complete 852
Quality Control has seen a recent increase in errors because workers are denying or closing cases in these situations without first making a determination if the household is eligible for SNAP benefits or not
Is it ever appropriate to deny for not being a separate household Yes if the others in the home already have an open SNAP case it would be appropriate to deny the new application and add the person or people to the ongoing caseQuality Control
Field Services changesSPD Field Services in changing as part of the restructuring process to better serve the local offices One of the most obvious changes is our roster ndash Carol Mauser has returned to District 9 Sandy Hata has taken on Districts 13 and 14 and a few others have joined us
Margaret Jester-Haining and Linda Woelke formerly with the On the Move program have moved in so have Megan Hornby and Melissa Taber We are so pleased to have such great additions to this team familiar names and faces just in a new location Wersquore still sorting ourselves out but the great service you have come to expect will not change
The rest of the Field Services team is still here if you need us so feel free to get in touch We miss you Carol and Sandy Welcome to Margaret Linda Megan and Melissa
October 2011 SNAP honor roll100 Accuracy
0310 Canby SPD 100 2211 Albany ADS 1000411 Warrenton ADS 100 3011 Pendleton SPD 1000511 St Helens SPD 100 3013 Hermiston SPD 1000914 Redmond SPD 100 3111 LaGrande SPD 1001211 John Day SPD 100 3211 Florence AAA 1001311 Burns SPD 100 3311 The Dalles SPD 1001513 Medford SSO 100 3411 Hillsboro SPD 1001612 Madras SPD 100 3417 Beaverton SPD 1001811 Klamath Falls SPD 100 3617 McMinnville ADS 1002111 Toledo ADS 100
90 or Better Accuracy1517 Medford DSO 9600 0314 Estacada SPD 93331717 Grants Pass DSO 9600 1011 Roseburg SPD 93333515 Tigard SPD 9600 1911 Woodburn ADS 93331418 Portland South East ADS 9583 0313 Milwaukie SPD 92862011 Eugene Lane COG 9545 2311 Ontario SPD 92860111 Baker City SPD 9333 2518 West Portland ADS 92000311 Oregon City SPD 9333 3518 East Multnomah ADS 9200
November 2011 Page 6
66 of all the SPDAAA offices are on the October honor roll
Donrsquot forget Remember to update the SNAP date of request and filing date in Oregon ACCESS Old dates
printed on the forms can be confusing or misleading to clients and misleading for reviewers Information about the current certification should be updated including the filing date with each cert and recert so the record is always accurate
Want to see your area featured in In the Loop Its easy Gather your pho-tos and story then contact Karen Gulliver with SPD Field Services (karenlgulliverstateorus) and your area can be famous too
PacTrac instead of UPSOn the State Shuttle route If so have you heard of PacTrac PacTrac is the State Shuttle Servicersquos low cost package and secure shipment tracking system Once yoursquore signed up to use the service itrsquos as easy as going to their website entering the delivery details and printing a bar coded label You can track the progress of your shipment online The cost to send a secure trackable package is $340 and meets our requirement to send case files via secure method Check it out
Click here for PacTrac information and guide
November 2011 Page 7
Proposed Coordinated Care Organizations (CCOs) mdashPart IIIn the newsletter last month I talked a little about Oregonrsquos plan to transform its health care system and how it relies on the creation of Coordinated Care Organizations (CCOs) As I said the development and plan for CCOs is currently being worked on by four Governor-appointed workgroups These workgroups will make recommendations to the Oregon Health Policy Board which will then inform the plan for CCOs to the Legislature this February
We all have a stake in improving health care for people who count on the Oregon Health Plan for care Costs are skyrocketing for families employers and government While some local communities have done a great job of finding innovative ways to do things better there hasnrsquot yet been a statewide approach to providing high-quality health care while keeping costs under control
In June of 2011 Governor Kitzhaber and the Oregon Legislature passed a bill that would create coordinated care organizations (CCOs) across the state These organizations would be responsible for all of the care for Oregon Health Plan members in their communities By February 2012 a draft plan for how CCOs would operate will be presented to the Legislature with a goal of launching the first CCO in July of 2012
Because each community is different there may be different models for a CCO For CCOs to be successful providers must want to participate members must be satisfied and actively involved with their own care quality must be excellent which means it must also meet culturally diverse needs and costs must be controlled The criteria for how CCOs would operate is being developed with input from members providers stakeholders and the public
Key elements of coordinated care organizations
1 Local control Because each community is different there may be different models for a CCO One model might be a network of health care providers of all types working with community health workers providing comprehensive care for members
2 Coordination CCOs would integrate physical health mental health and dental health services to create a single point of accountability for the health of the entire population they serve Providers within a CCO network would have the flexibility and incentive to focus on keeping members healthier through preventive care and managing chronic conditions before they become severe
3 Global budgets and shared savings CCOs would be reimbursed for OHP services through a global budget designed to cover all types of care That would allow opportunities for organizations and providers to be paid in a different way and to allocate resources more strategically through the CCO The idea is that there would be less pressure for unnecessary services and more ability for providers and health workers to spend time on care that focuses on wellness and prevention
(continued on the next page)
November 2011 Page 8
CBC late payment and adjustment error rateInternal metrics have found very high error rates on submitted CBC late payment and adjustment requests In 2010 3654 of late payment requests submitted were incorrect or included errors 5252 of adjustments were submitted incorrectly So far in 2011 error rates are just as high ndash late payments submitted have an error rate of 4612 and adjustments submitted have an error rate of 5714
This information allows us to determine training deficits and areas which need more attention throughout the State Wersquove recently developed a section of the SSAM for CBC payments which can be found at the link below Wersquove also updated the Overpayment Procedure Manual on Staff Tools (link also below) and added a specific section on late payment and adjustment forms in the CBC 512 training course offered bimonthly (see learning center for schedule)
If managers or field staff have further questions on any of this information need clarification or have feedback they are encouraged to contact Kristen Hutton with the Payment Support Unit via email at kristendhuttonstateorus
CBC section of the SSAM httpwwwdhsstateorusspdtoolsadditionalssam03chtm
Overpayment Procedure Guide on Staff Tools httpwwwdhsstateorusspdtoolscmprovovpguidehtm
(continued from the previous page)
4 Health equity CCOs would be responsible for addressing avoidable gaps in health care outcomes among groups
5 Metricsperformance measures Accountability and transparency will be key to the success of this new model Coordinated care organizations would operate under contracted performance standards and benchmarks in order to ensure that care is being improved while costs are being reduced
6 Primary care health homes One proposed element of coordinated care organizations is an emphasis on primary care health homes as the center of membersrsquo coordinated care A primary care health home is not a place It is a team that works on keeping members at their healthiest focusing on preventive care and managing chronic health conditions By having a primary care home members are able to stay healthier and get their needs met by their provider so they can stay out of the emergency room
Go to wwwhealthoregongov for the most up-to-date news fact sheets and other information about health transformation and send me an e-mail if you have any questionsTina Kitchin DHS Medical Director
November 2011 Page 9
Not a separate householdHave you ever had a situation where a 21 year old applies for SNAP benefits while living with one or both of her parents What about the 20 year old who submits an 852 reporting he is now living with his parent
There is no denial reason based on being under 22 and living with their parents The agency must make a determination of eligibility prior to denying the application or closing the case If you are processing an application the client can withdraw but this must be initiated by the client If the client does not ask to withdraw or is reporting this information on an 852 the agency must request the information and verification necessary to determine eligibility including the parent(s) Send the DHS210 or SDS539H if an application is being processed or the DHS487 if the 852 is being processed The client has the option to submit what the agency requested or not
If the client requests to withdraw their application send a denial notice using withdrawal as the reason (code WI in the reas field on FCAS) If the client fails to submit the requested verification deny the application for failure to submit the verifications requested after the interview (use FC in the reas field on FCAS) or allow the open case to auto suspend and then auto close for failure to submit a complete 852
Quality Control has seen a recent increase in errors because workers are denying or closing cases in these situations without first making a determination if the household is eligible for SNAP benefits or not
Is it ever appropriate to deny for not being a separate household Yes if the others in the home already have an open SNAP case it would be appropriate to deny the new application and add the person or people to the ongoing caseQuality Control
Field Services changesSPD Field Services in changing as part of the restructuring process to better serve the local offices One of the most obvious changes is our roster ndash Carol Mauser has returned to District 9 Sandy Hata has taken on Districts 13 and 14 and a few others have joined us
Margaret Jester-Haining and Linda Woelke formerly with the On the Move program have moved in so have Megan Hornby and Melissa Taber We are so pleased to have such great additions to this team familiar names and faces just in a new location Wersquore still sorting ourselves out but the great service you have come to expect will not change
The rest of the Field Services team is still here if you need us so feel free to get in touch We miss you Carol and Sandy Welcome to Margaret Linda Megan and Melissa
November 2011 Page 7
Proposed Coordinated Care Organizations (CCOs) mdashPart IIIn the newsletter last month I talked a little about Oregonrsquos plan to transform its health care system and how it relies on the creation of Coordinated Care Organizations (CCOs) As I said the development and plan for CCOs is currently being worked on by four Governor-appointed workgroups These workgroups will make recommendations to the Oregon Health Policy Board which will then inform the plan for CCOs to the Legislature this February
We all have a stake in improving health care for people who count on the Oregon Health Plan for care Costs are skyrocketing for families employers and government While some local communities have done a great job of finding innovative ways to do things better there hasnrsquot yet been a statewide approach to providing high-quality health care while keeping costs under control
In June of 2011 Governor Kitzhaber and the Oregon Legislature passed a bill that would create coordinated care organizations (CCOs) across the state These organizations would be responsible for all of the care for Oregon Health Plan members in their communities By February 2012 a draft plan for how CCOs would operate will be presented to the Legislature with a goal of launching the first CCO in July of 2012
Because each community is different there may be different models for a CCO For CCOs to be successful providers must want to participate members must be satisfied and actively involved with their own care quality must be excellent which means it must also meet culturally diverse needs and costs must be controlled The criteria for how CCOs would operate is being developed with input from members providers stakeholders and the public
Key elements of coordinated care organizations
1 Local control Because each community is different there may be different models for a CCO One model might be a network of health care providers of all types working with community health workers providing comprehensive care for members
2 Coordination CCOs would integrate physical health mental health and dental health services to create a single point of accountability for the health of the entire population they serve Providers within a CCO network would have the flexibility and incentive to focus on keeping members healthier through preventive care and managing chronic conditions before they become severe
3 Global budgets and shared savings CCOs would be reimbursed for OHP services through a global budget designed to cover all types of care That would allow opportunities for organizations and providers to be paid in a different way and to allocate resources more strategically through the CCO The idea is that there would be less pressure for unnecessary services and more ability for providers and health workers to spend time on care that focuses on wellness and prevention
(continued on the next page)
November 2011 Page 8
CBC late payment and adjustment error rateInternal metrics have found very high error rates on submitted CBC late payment and adjustment requests In 2010 3654 of late payment requests submitted were incorrect or included errors 5252 of adjustments were submitted incorrectly So far in 2011 error rates are just as high ndash late payments submitted have an error rate of 4612 and adjustments submitted have an error rate of 5714
This information allows us to determine training deficits and areas which need more attention throughout the State Wersquove recently developed a section of the SSAM for CBC payments which can be found at the link below Wersquove also updated the Overpayment Procedure Manual on Staff Tools (link also below) and added a specific section on late payment and adjustment forms in the CBC 512 training course offered bimonthly (see learning center for schedule)
If managers or field staff have further questions on any of this information need clarification or have feedback they are encouraged to contact Kristen Hutton with the Payment Support Unit via email at kristendhuttonstateorus
CBC section of the SSAM httpwwwdhsstateorusspdtoolsadditionalssam03chtm
Overpayment Procedure Guide on Staff Tools httpwwwdhsstateorusspdtoolscmprovovpguidehtm
(continued from the previous page)
4 Health equity CCOs would be responsible for addressing avoidable gaps in health care outcomes among groups
5 Metricsperformance measures Accountability and transparency will be key to the success of this new model Coordinated care organizations would operate under contracted performance standards and benchmarks in order to ensure that care is being improved while costs are being reduced
6 Primary care health homes One proposed element of coordinated care organizations is an emphasis on primary care health homes as the center of membersrsquo coordinated care A primary care health home is not a place It is a team that works on keeping members at their healthiest focusing on preventive care and managing chronic health conditions By having a primary care home members are able to stay healthier and get their needs met by their provider so they can stay out of the emergency room
Go to wwwhealthoregongov for the most up-to-date news fact sheets and other information about health transformation and send me an e-mail if you have any questionsTina Kitchin DHS Medical Director
November 2011 Page 9
Not a separate householdHave you ever had a situation where a 21 year old applies for SNAP benefits while living with one or both of her parents What about the 20 year old who submits an 852 reporting he is now living with his parent
There is no denial reason based on being under 22 and living with their parents The agency must make a determination of eligibility prior to denying the application or closing the case If you are processing an application the client can withdraw but this must be initiated by the client If the client does not ask to withdraw or is reporting this information on an 852 the agency must request the information and verification necessary to determine eligibility including the parent(s) Send the DHS210 or SDS539H if an application is being processed or the DHS487 if the 852 is being processed The client has the option to submit what the agency requested or not
If the client requests to withdraw their application send a denial notice using withdrawal as the reason (code WI in the reas field on FCAS) If the client fails to submit the requested verification deny the application for failure to submit the verifications requested after the interview (use FC in the reas field on FCAS) or allow the open case to auto suspend and then auto close for failure to submit a complete 852
Quality Control has seen a recent increase in errors because workers are denying or closing cases in these situations without first making a determination if the household is eligible for SNAP benefits or not
Is it ever appropriate to deny for not being a separate household Yes if the others in the home already have an open SNAP case it would be appropriate to deny the new application and add the person or people to the ongoing caseQuality Control
Field Services changesSPD Field Services in changing as part of the restructuring process to better serve the local offices One of the most obvious changes is our roster ndash Carol Mauser has returned to District 9 Sandy Hata has taken on Districts 13 and 14 and a few others have joined us
Margaret Jester-Haining and Linda Woelke formerly with the On the Move program have moved in so have Megan Hornby and Melissa Taber We are so pleased to have such great additions to this team familiar names and faces just in a new location Wersquore still sorting ourselves out but the great service you have come to expect will not change
The rest of the Field Services team is still here if you need us so feel free to get in touch We miss you Carol and Sandy Welcome to Margaret Linda Megan and Melissa
November 2011 Page 8
CBC late payment and adjustment error rateInternal metrics have found very high error rates on submitted CBC late payment and adjustment requests In 2010 3654 of late payment requests submitted were incorrect or included errors 5252 of adjustments were submitted incorrectly So far in 2011 error rates are just as high ndash late payments submitted have an error rate of 4612 and adjustments submitted have an error rate of 5714
This information allows us to determine training deficits and areas which need more attention throughout the State Wersquove recently developed a section of the SSAM for CBC payments which can be found at the link below Wersquove also updated the Overpayment Procedure Manual on Staff Tools (link also below) and added a specific section on late payment and adjustment forms in the CBC 512 training course offered bimonthly (see learning center for schedule)
If managers or field staff have further questions on any of this information need clarification or have feedback they are encouraged to contact Kristen Hutton with the Payment Support Unit via email at kristendhuttonstateorus
CBC section of the SSAM httpwwwdhsstateorusspdtoolsadditionalssam03chtm
Overpayment Procedure Guide on Staff Tools httpwwwdhsstateorusspdtoolscmprovovpguidehtm
(continued from the previous page)
4 Health equity CCOs would be responsible for addressing avoidable gaps in health care outcomes among groups
5 Metricsperformance measures Accountability and transparency will be key to the success of this new model Coordinated care organizations would operate under contracted performance standards and benchmarks in order to ensure that care is being improved while costs are being reduced
6 Primary care health homes One proposed element of coordinated care organizations is an emphasis on primary care health homes as the center of membersrsquo coordinated care A primary care health home is not a place It is a team that works on keeping members at their healthiest focusing on preventive care and managing chronic health conditions By having a primary care home members are able to stay healthier and get their needs met by their provider so they can stay out of the emergency room
Go to wwwhealthoregongov for the most up-to-date news fact sheets and other information about health transformation and send me an e-mail if you have any questionsTina Kitchin DHS Medical Director
November 2011 Page 9
Not a separate householdHave you ever had a situation where a 21 year old applies for SNAP benefits while living with one or both of her parents What about the 20 year old who submits an 852 reporting he is now living with his parent
There is no denial reason based on being under 22 and living with their parents The agency must make a determination of eligibility prior to denying the application or closing the case If you are processing an application the client can withdraw but this must be initiated by the client If the client does not ask to withdraw or is reporting this information on an 852 the agency must request the information and verification necessary to determine eligibility including the parent(s) Send the DHS210 or SDS539H if an application is being processed or the DHS487 if the 852 is being processed The client has the option to submit what the agency requested or not
If the client requests to withdraw their application send a denial notice using withdrawal as the reason (code WI in the reas field on FCAS) If the client fails to submit the requested verification deny the application for failure to submit the verifications requested after the interview (use FC in the reas field on FCAS) or allow the open case to auto suspend and then auto close for failure to submit a complete 852
Quality Control has seen a recent increase in errors because workers are denying or closing cases in these situations without first making a determination if the household is eligible for SNAP benefits or not
Is it ever appropriate to deny for not being a separate household Yes if the others in the home already have an open SNAP case it would be appropriate to deny the new application and add the person or people to the ongoing caseQuality Control
Field Services changesSPD Field Services in changing as part of the restructuring process to better serve the local offices One of the most obvious changes is our roster ndash Carol Mauser has returned to District 9 Sandy Hata has taken on Districts 13 and 14 and a few others have joined us
Margaret Jester-Haining and Linda Woelke formerly with the On the Move program have moved in so have Megan Hornby and Melissa Taber We are so pleased to have such great additions to this team familiar names and faces just in a new location Wersquore still sorting ourselves out but the great service you have come to expect will not change
The rest of the Field Services team is still here if you need us so feel free to get in touch We miss you Carol and Sandy Welcome to Margaret Linda Megan and Melissa
November 2011 Page 9
Not a separate householdHave you ever had a situation where a 21 year old applies for SNAP benefits while living with one or both of her parents What about the 20 year old who submits an 852 reporting he is now living with his parent
There is no denial reason based on being under 22 and living with their parents The agency must make a determination of eligibility prior to denying the application or closing the case If you are processing an application the client can withdraw but this must be initiated by the client If the client does not ask to withdraw or is reporting this information on an 852 the agency must request the information and verification necessary to determine eligibility including the parent(s) Send the DHS210 or SDS539H if an application is being processed or the DHS487 if the 852 is being processed The client has the option to submit what the agency requested or not
If the client requests to withdraw their application send a denial notice using withdrawal as the reason (code WI in the reas field on FCAS) If the client fails to submit the requested verification deny the application for failure to submit the verifications requested after the interview (use FC in the reas field on FCAS) or allow the open case to auto suspend and then auto close for failure to submit a complete 852
Quality Control has seen a recent increase in errors because workers are denying or closing cases in these situations without first making a determination if the household is eligible for SNAP benefits or not
Is it ever appropriate to deny for not being a separate household Yes if the others in the home already have an open SNAP case it would be appropriate to deny the new application and add the person or people to the ongoing caseQuality Control
Field Services changesSPD Field Services in changing as part of the restructuring process to better serve the local offices One of the most obvious changes is our roster ndash Carol Mauser has returned to District 9 Sandy Hata has taken on Districts 13 and 14 and a few others have joined us
Margaret Jester-Haining and Linda Woelke formerly with the On the Move program have moved in so have Megan Hornby and Melissa Taber We are so pleased to have such great additions to this team familiar names and faces just in a new location Wersquore still sorting ourselves out but the great service you have come to expect will not change
The rest of the Field Services team is still here if you need us so feel free to get in touch We miss you Carol and Sandy Welcome to Margaret Linda Megan and Melissa
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