Score: +19 (19/1/0)

Ventura County Grand Jury • 2007-2008

Human Services Agency Assistance Programs: Caseloads and Training

Published: July 18, 2008 4 pages

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⚠️ Este contenido ha sido traducido automáticamente. El texto original en inglés es la versión oficial. La traducción puede contener errores.

Findings and Recommendations 16 findings

F01

The use of the computer was challenging for some HSA caseworkers who found it difficult to switch from a mostly paper-based system to a totally computerized system.

No recommendations for this finding

F02

The training provided to HSA caseworkers who handle multiple benefits using the CalWIN Training System is lengthy and complex. The training includes classroom and practical experience using the CalWIN Training System to simulate real caseloads.

No recommendations for this finding

F03

Training is provided by HSA instructors who divide it into system use and benefits administration. Some HSA trainers are more versed in program benefits while others in the CalWin System. In some instances, a system instructor may not be able to answer benefits/program questions, and a benefits instructor may not be able to answer system questions.

No recommendations for this finding

F04

New CalWIN employee training is composed of the following: • eight weeks of classroom training on the system and programs • eighteen weeks of closely supervised training while working a reduced caseload • ongoing training for system enhancements and fixes • ongoing refresher training using the CalWIN Training System • ongoing training by leads and first level management to assist workers who need extra help

No recommendations for this finding

F05

Prior to the conversion from the Welfare Information Computation and Reporting System (WICAR) to the CalWIN System, most HSA caseworkers handled a single benefit program.

No recommendations for this finding

F06

Some caseworkers had difficulty converting from the WICAR System, where they administered a single benefit, to the CalWIN System where they administered multiple benefits.

No recommendations for this finding

F07

There is ongoing instruction to cross train as many caseworkers as possible to be “Combo Workers”. This training qualifies HSA caseworkers to administer multiple benefits programs.

No recommendations for this finding

F08

There are ongoing monthly team meetings between office management and caseworkers regarding training, system enhancements, caseloads, and other concerns.

No recommendations for this finding

F09

Employees are notified of enhancements, system problems, and program changes brought about by legislative action. This is done either electronically, or if extensive, in paper form.

No recommendations for this finding

F10

Operations Manuals have not been updated to reflect the CalWIN System; however, the manuals do reflect current benefits/programs administration.

Related Recommendations (1)

R03

Complete the updates of the Operations Manuals within a two-year time frame to reflect the CalWIN System. (C-04)

F11

A project to rewrite Operations Manuals using “Policy Tech”, a software package designed to support this function, was recently initiated and will take approximately two years to complete.

No recommendations for this finding

F12

One of the objectives of the CalWIN System is the reduction or elimination of supporting paper files, however a large number of supporting paper files are still being maintained and are sometimes difficult to locate.

Related Recommendations (2)

R04

Complete the imaging software study and testing as soon as possible. (C-05)

R05

Implement imaging technology to reduce paper and provide better customer service. (C-05)

F13

HSA and the Information Technology Department have initiated a project to evaluate imaging software packages which will eliminate most CalWIN supporting paper files.

No recommendations for this finding

F14

Caseloads assigned to employees vary: • fully trained “Combo Workers” have a caseload of approximately 300 which can vary from office to office • caseworkers who have recently completed training have caseloads of approximately one-half of those fully trained

Related Recommendations (1)

R06

Complete the caseload analysis for HSA caseworkers using the CalWIN System by the summer of 2008 and implement all required changes. (C-06) Responses Responses Required: Board of Supervisors, County of Ventura (R-01 through R-06) Responses Requested: Human Services Agency, County of Ventura (R-01 through R-06)

F15

Management is currently studying caseloads and will make adjustments as necessary. This study should be completed during the summer of 2008.

No recommendations for this finding

F16

HSA employees stated that although more time is spent setting up new cases using the CalWIN System than the old WICAR System, less time is needed for client record updates. Conclusions C-01. Some HSA caseworkers found the conversion to the CalWIN System difficult and challenging despite the amount of training. (F-01 through F-07) C-02. The amount of training provided to caseworkers using the CalWIN System is extensive and on-going. (F-01, F-04, F-05, F-08 through

No recommendations for this finding

Conclusions 2

CL1 Page 4

technical use of the system
CL2 Page 4

benefit programs (F-03) C-04. All aspects of training and system use are difficult because Operations manuals have not been updated to reflect the CalWIN System. (F-11) C-05. Maintaining supporting paper files, which are at times hard to locate, adds to inefficiency and poor client service. (F-12) C-06. Because current caseloads have not been validated, this created frustration among employees and may hinder customer service. (F-14, F-15)

Agency Responses 2

Government agencies' official responses to this report's findings and recommendations. Click on a response to see the structured breakdown.

Board of Supervisors

October 08, 2008 • 1 pages View Details ▾

PDF

Human Services Agency

June 30, 2008 • 9 pages • 22 responses • Score: +19 (+19, 1, 0) View Details ▾

PDF

22 responses to findings and recommendations

F01

The use of the computer was challenging for some HSA caseworkers who found it difficult to switch from a mostly paper-based system to a totally computerized system.

Response: Agree Score: +1

Partially Concur Implementation of the new CalWIN computer system presented tremendous change in the job of an HSA caseworker. The new system was a switch from the legacy WICAR system which was mostly paper-based to a process which is mostly computer based. Along with the computer system change in which caseworkers were required to learn new system functionality, two other changes were also introduced and implemented which included learning new business processes and an understanding of new program eligibility. The new computer system in and of itself, coupled with the other changes were initi...

R01

Continue to train caseworkers who find using the CalWIN System and/or administering multiple benefit programs difficult. (C-01 through C-03)

Response: Implemented

Score: 0

HSA continues to train caseworkers who find using the CalWIN System and/or administering multiple benefits programs difficult. Refresher training continues to be requested and conducted in both system functionality and program eligibility. Surveys and needs assessments are being conducted to identify training needs and areas in the system where additional training modules need to be developed and more focused training needs to be presented. In addition, a formal process was implemented by Staff Development for offices/teams to request specialized training. R-02 Revise CalWIN training s...

F02

Response: Agree Score: +1

Concur The CalWIN computer system has been designed to manage the eligibility determination and benefit issuance of a variety of complex assistance programs. Thus to ensure effective use of the system, a fairly thorough and rigorous training program has been developed that consists of classroom training and on-the-job training. The CalWIN system also provides for a training environment that allows trainers to develop and set up a simulation of real cases. F-03 Training is provided by HSA instructors who divide it into system use and benefits administration. Some HSA trainers are more versed i...

R02

Revise CalWIN training so instructors are proficient in both the computer system and the benefits programs. (C-03)

Response: Will Implement

Score: +1

As HSA moved from the CalWIN development and implementation phase and further into the maintenance and operations phase, CalWIN trainers have placed more focus on understanding and integrating both program eligibility and CalWIN system functionality into their training. As trainers become more proficient in the use of the system, training curriculums and modules are being updated to incorporate and reflect both. Staff Development participates in a consortium-wide CalWIN Training Subcommittee and Workgroup which assists in their continuous learning and understanding of the system. R-03 C...

F03

Response: Agree Score: +1

Partially Concur The CalWIN computer system was implemented in April 2006 at which time the vendor provided full training to all HSA caseworkers on system utilization. Following CalWIN implementation as subsequent training was provided, Staff Development initially provided training on the program aspects of the job while working in conjunction with CalWIN Support Staff in providing the system functionality portion of the training. Subsequently Staff Development have gained a greater understanding and knowledge of the system functionality and have been successful incorporating both program elig...

R03

Complete the updates of the Operations Manuals within a two-year time frame to reflect the CalWIN System. (C-04)

Response: Will Implement

Score: +1

HSA is continuing with the targeted goal to update operations manuals within a two-year time frame to incorporate CalWIN system processes with program policies and procedures manuals. This process will also include the development of comprehensive instruction documents and materials to assist caseworkers in performing their job functions. Progress on this goal is being monitored. R-04 Complete the imaging software study and testing as soon as possible. Response: HSA and IT Services continue to partner on the HSA Imaging Pilot Project. This project was introduced to the Grand Jury in Mar...

F04

Response: Agree Score: +1

Partially Concur CalWIN training is composed of two types of employee training as follows: CalWIN training for new employees involves an "Orientation and Induction" (O&I) classroom setting environment. This training consists of 6-8 weeks of classroom conducts a close review of their cases and provides individualized one-on-one training when needed. Ongoing training is provided to all employees and includes: . System enhancements and fixes 0 Ongoing refresher training New programs (trans-aid training) Specific identified areas where workers require or request additional assistance F-05 Pri...

R04

Complete the imaging software study and testing as soon as possible. (C-05)

Response: Will Implement

Score: +1

HSA and IT Services continue to partner on the HSA Imaging Pilot Project. This project was introduced to the Grand Jury in March 2008. The team has identified the Administration Fiscal-Contracts and Grants division in addition to the Transitional Assistance Department's General Relief program as the 'generic' and 'program aid type' pilots for the project. IT Services and HSA have been introduced to the FileNet Panagon solution that will be the platform in which the pilot will be implemented. This was accomplished by meeting with the FileNet Panagon vendor-IBM, and conducting/attending a HSA P...

F05

Prior to the conversion from the Welfare Information Computation and Reporting System (WICAR) to the CalWIN System, most HSA caseworkers handled a single benefit program.

Response: Agree Score: +1

Concur The WICAR system determined eligibility and benefit levels separately by individual programs without regard to household demographic information entered for other programs. CalWIN is an integrated system which determines eligibility and benefits for multiple programs based on client information. The functionality of the CalWIN system was designed based on a single worker concept for entering client information and taking into consideration each program's regulation and requirements. The system uses this information to determine multiple program eligibility. Based on this system design, ...

R05

Implement imaging technology to reduce paper and provide better customer service. (C-05)

Response: Unknown

Score: 0

In addition to the HSA Pilot Project work effort, the project team members met with the County Consultant, Al Cossey, to discuss the HSA business needs of an Enterprise Content Management (County wide) solution. HSA has identified the General Relief program as a possible pilot for the county's Enterprise Content Management solution. The county's Enterprise Content Management project is in the discovery phase at this time. The HSA Imaging Team has looked at various imaging solutions and is in the final stages of developing an imaging document for HSA Executives to review. The intent is to provi...

F06

Some caseworkers had difficulty converting from the WICAR System, where they administered a single benefit, to the CalWIN System where they administered multiple benefits.

Response: Agree Score: +1

Concur At initial implementation some caseworkers had difficulty converting from WICAR, a more simplistic data entry system, to the CalWIN system, which is a complex multi-windows database system. This conversion, as with learning any new computer system, was initially challenging for some caseworkers due to the complexity of the system and the associated learning curve. Most all caseworkers have subsequently become successful in learning and understanding the new system along with the additional program regulations. F-07 There is ongoing instruction to cross train as many caseworkers as po...

R06

Response: Unknown

Score: 0

The HSA CalWIN Caseload study project was initiated to assess the workload of caseworkers as a result of changes due to the implementation of CalWIN. The project goal is to complete the workload analysis within the next 3 to 6 months and implement appropriate changes.

F07

There is ongoing instruction to cross train as many caseworkers as possible to be “Combo Workers”. This training qualifies HSA caseworkers to administer multiple benefits programs.

Response: Agree Score: +1

Concur HSA continues to cross train caseworkers to become "Combo Workers" which enables them to authorize multiple benefit programs. Until training is completed, based on their program knowledge caseworkers are only assigned cases with single benefit programs. F-08 There are on-going monthly team meetings between office management and caseworkers regarding training, system enhancements, caseloads, and other concerns. Response: Concur Center Managers and supervisors meet with caseworkers regularly to the discuss training, system enhancements and fixes, caseloads and other issues or concerns. ...

F08

There are ongoing monthly team meetings between office management and caseworkers regarding training, system enhancements, caseloads, and other concerns.

Response: Agree Score: +1

Concur Center Managers and supervisors meet with caseworkers regularly to the discuss training, system enhancements and fixes, caseloads and other issues or concerns. F-09 Employees are notified of enhancements, system problems, and program changes brought about by legislative action. This is done either electronically, or if extensive, in paper form. Response: Concur CalWIN system enhancements, fixes and updates due to legislative changes are communicated to employees through a variety of ways. Major changes or new "Releases" to the system are presented to caseworkers through training and Pow...

F09

Employees are notified of enhancements, system problems, and program changes brought about by legislative action. This is done either electronically, or if extensive, in paper form.

Response: Agree Score: +1

Concur CalWIN system enhancements, fixes and updates due to legislative changes are communicated to employees through a variety of ways. Major changes or new "Releases" to the system are presented to caseworkers through training and PowerPoint presentations. Handouts which highlight the changes are provided at the trainings including screen shots of new system features and functionality. System problems are communicated to employees through the CalWIN Broadcast Messaging System or by e-mail. All of this information is also shared and discussed at monthly informational meetings Program Analysts...

F10

Operations Manuals have not been updated to reflect the CalWIN System; however, the manuals do reflect current benefits/programs administration.

Response: Agree Score: +1

Partially Concur Prior to CalWIN implementation operations manuals included program policy and procedures which also reflected business processes for the WICAR computer system. At implementation, although not incorporated into the current program policies and procedures, CalWIN business process manuals were developed and posted to the new CalWIN website, which reflected new processes in the CalWIN system. In addition, the CalWIN system provides an Online Users Manual (OLUM) which provides caseworkers with basic information on the CalWIN system. Efforts are underway to incorporate CalWIN system...

F11

A project to rewrite Operations Manuals using “Policy Tech”, a software package designed to support this function, was recently initiated and will take approximately two years to complete.

Response: Agree Score: +1

Concur Based on a targeted two-year completion goal, efforts continue to update policy and procedural manuals using "Policy Tech" software. A Policy Tech workgroup meets regularly to discuss the most effective format and method for documenting the information in the manuals to ensure a uniform format, standardization and ease of use for the end user. Training was recently provided to Program Analysts and other Policy Tech document writers. Document completion is tracked so as to communicate new postings in Policy Tech to the end user and to monitor progress. One of the objectives of the CalWIN...

F12

Response: Agree Score: +1

Concur One of the goals of the CalWIN system is to reduce paper and case files. Currently signed applications, copies of supporting documents and other forms completed by clients are still required to be maintained in paper case files. However, the CalWIN system eliminated the need to maintain duplicate copies of notices and correspondence sent to clients, case comments documentation and computer-system generated case management forms (278 LM documents) which significantly reduced a large amount of paper files. In addition, unlike the prior need to maintain multiple case files for one househo...

F13

HSA and the Information Technology Department have initiated a project to evaluate imaging software packages which will eliminate most CalWIN supporting paper files.

Response: Agree Score: +1

Concur HSA currently in partnership with Information Technology Services Division is evaluating potentially viable document management / imaging software solutions. F-14 Caseloads assigned to employees vary: Fully trained "Combo Workers" have a caseload of approximately 300 which vary from office to office Caseworkers who have recently completed training have caseloads of • approximately one-half of those fully trained. Response: Concur HSA employs an "equal distribution of work" methodology when assigning caseloads. The average ongoing caseload for a fully trained "Combo Worker" is 300 cases,...

F14

Response: Agree Score: +1

Concur HSA employs an "equal distribution of work" methodology when assigning caseloads. The average ongoing caseload for a fully trained "Combo Worker" is 300 cases, which can vary from office to office based on a variety of factors. These factors include the number of staff in a particular office due to recent staffing level changes such as resignations, retirements, promotions and leaves of absences and/or the number of new trainees within an office. New trainees or caseworkers who have recently completed training are initially assigned reduced caseloads. Trainee caseloads initially start a...

F15

Management is currently studying caseloads and will make adjustments as necessary. This study should be completed during the summer of 2008.

Response: Agree Score: +1

Concur HSA has initiated a Workload Study Project with a goal of equitable workload distribution. Project participation includes line staff, supervisors, managers and SEIU representation. Target date of completion is within the next 3 to 6 months. F-16 HSA employees stated that although more time is spent setting up new cases using the CalWIN System than the old WICAR system, less time is needed for client record updates. Response: Concur At initial application, the CalWIN interactive interview requires caseworkers to spend more time with the client at application gathering required informat...

F16

Response: Agree Score: +1

Concur At initial application, the CalWIN interactive interview requires caseworkers to spend more time with the client at application gathering required information to enter into the CalWIN system however, less time is spent by caseworkers having to perform manual budget computations and client notices. At reapplication, renewal or when changes are made to a client's information, the caseworker only needs to enter the changed information and the system automatically acts on the changes and reassesses eligibility and recalculates benefits without the caseworkers having to manually recompute or...