Department of Human Services Self Sufficiency. TANF Intake Model

Transcription

1 Department of Human Services Self Sufficiency TANF Intake Model March 2014

2 Table of Contents HISTORY... 3 OVERVIEW... 3 IMPORTANT PRINCIPLES... 4 CAPACITY... 4 DEMAND... 4 COMPONENTS of the MODEL... 5 MANAGING WITH METRICS... 5 POINT OF ENTRY (P.O.E.) TOOL... 5 SCHEDULING APPOINTMENTS... 8 Scheduling... 8 Mandatory Appointments... 8 Non-mandatory appointments... 9 CRISIS MODE Mandatory applications Non-Mandatory applications ASSIGNMENT AND ACTIVITIES COMPONENTS OF A HEALTHY, FUNCTIONING MODEL TANF INTAKE STATE MODEL A B Page 2 of 16

3 HISTORY In January 2011, a Rapid Process Improvement (RPI) Event was held to find efficiencies within the TANF (Temporary Assistance to Needy Families) intake eligibility process. The goal of the event was to develop a consistent process statewide and decrease the amount of time a client had to wait from submitting an application to participating in an intake appointment. Ten Branches participated in the RPI: SE Portland (District 2), South Salem (D3), Dallas (D3), McKenzie (D5), Coos Bay (D7), Medford (D8), Bend (D10), Klamath (D11), La Grande (D13), and Hillsboro (D16). Participants included a SEIU representative, 1 Intensive Case Consultant, 5 Human Service Specialist 1, 9 HSS3 s, 11 Case Managers, and 2 Line Supervisors. Seven branches (La Grande, Coos Bay, Hillsboro, South East Portland, South Salem, Klamath Falls and Bend) piloted the future state scheduling process developed in the RPI. Pilot branches tested/piloted the model, made adjustments, and tested again. The Self Sufficiency governance group, Operation Improvement Committee (OIC) reviewed the model, made modifications, and approved the model for statewide implementation. OVERVIEW The TANF Intake Model offers a consistent statewide process that can provide more timely benefits to a mandatory applicant in need that is required to participate in the JOBs program. It should be noted there is a difference between Mandatory, Non-mandatory, and exempt TANF cases. Exempt cases are adults on a TANF case, but for various reasons (9 th month of pregnancy, newborn child, caring for disabled household member, etc.) they are not required to participate in the JOBs program, however those cases, the adults are still considered as mandatory but held harmless from participation. Non-mandatory are only those that are NOT on the grant, such as Social Security Income, No Parent Household and Ineligible Adult cases. Page 3 of 16

4 IMPORTANT PRINCIPLES The following principles are important to understand in order to properly implement each of the individual components of the model: CAPACITY Capacity is the number of intakes staff can process in a specific period of time. In a typical 8-hour workday, a worker is available to work 7.5 hours (8 hours shift with two 15-minute breaks). Based on mandatory TANF intake time of one hour and 45 minutes, one worker has the capacity of 4 intakes per day, 20 intakes per week, and 80 intakes per month (based on a 20-day work month). DEMAND Demand is the number of applications received by the branch in a designated period of time (i.e. a week, month, etc.). Using metrics, a branch can determine how many intake requests they can reasonably anticipate receiving in a specific period of time (their intake demand). Once you know your capacity and demand, you can determine how many intakes staff can reasonably complete. Page 4 of 16

5 COMPONENTS of the MODEL MANAGING WITH METRICS In order to manage the TANF Model with metrics, a branch needs to: Track the demand of mandatory TANF intakes, Create enough appointment slots to consistently meet demand, and Track how far out appointments are scheduled so additional appointment slots can be created as needed. POINT OF ENTRY (P.O.E.) TOOL The Point of Entry tool will be used for all TANF applicants by staff scheduling intake appointments to assure clients are scheduled with the most appropriate type of intake (Mandatory or Non-Mandatory TANF Intake). Page 5 of 16

6 Client s Name: Case #: Page 6 of 16 Date: Evaluator Initials: Branch: TANF Point of Entry tool to identify mandatory and non-mandatory applicants TANF YES NO Comment 1) Is there an open TANF Case? In what Branch? If YES: request case transfer following Transfer Guidelines in Worker Guide #21 and assign to worker according to branch procedure Was TANF open within the past 30 days in this branch? Does your branch use the 30 day standard to return cases to their prior owner? If YES: return application to prior worker 2) Is the application completed and signed? (signature not required for DV applicants) If not, ask if client needs help with reading, interpretation or needs alternate format and provide needed assistance. Has the DOR been date stamped on the application? 3) Was DV box checked or safety issues noted on app? (Pg 1, question 1, 6 & 7, pg 6 questions on absent parents) If YES: Schedule client to be seen with Case Manager. Assess for immediate safety needs. DHS 7809 may be used. 4) Does applicant have dependent children (under 19) listed in the household? A dependent child needs to be part of the application. If the client has no children listed ask clarifying questions to see if there is a child temporarily out of the home. If NO: go to question 4.a If YES: go to question 5

7 4.a) Is the applicant pregnant? If yes, due date: If the only child is an unborn that may delay eligibility until the month prior to the due date month. (DV is an exception for TANF as well as TA- DVS) If YES: go to question 5 5) Are the children s parents listed in the household? If NO: schedule as a Non Mandatory applicant. If YES: go to question 6. 6) Do all parents listed on the application receive SSI? If NO: go to question 7 If YES: schedule as a Non Mandatory applicant. 7) Did at least one adult check the US citizen box on Page 2? If not- does any adult have a SSN listed on pg 2 If checked NO: schedule as a Non Mandatory applicant If checked YES: go to question 8 8) How much money does the applicant or other adult applying with applicant expect to get this month? Be sure that information is not used to determine eligibility (Note some types of income are excluded) **Schedule intake appointment with Case Manager. TADVS only clients should also be scheduled with CM. Page 7 of 16

8 SCHEDULING APPOINTMENTS Scheduling Case Managers are assigned mandatory TANF intakes and will carry the case until it closes. HSS3 s are assigned non-mandatory TANF intakes and will carry the carry until it closes. Mandatory TANF appointments need to be scheduled in a separate location than the non-tanf and non-mandatory TANF appointmens with HSS3s. This helps schedulers readily see when the next available appointments are for HSS3s and Case Managers. When HSS3s are unable to meet same day/next day expectations or Case Managers are unable to meet 4 day expectations, the branch needs to make necessary decisions about how to meet that demand. Meeting the demand could include having Case Managers take some of the non-mandatory TANF intakes from HSS3s or having HSS3s take some of the mandatory TANF intakes from Case Managers. Mandatory Appointments Mandatory intake appointments will be available daily (Monday through Friday), both in the morning and afternoon, with enough available appointments to meet the demand. Clients are scheduled an appointment within four (4) business days (day one is date of request). One variance of the TANF model over the NON-TANF model is that this is not a Same Day, Next Day Model, but branches are allotted four business days. The expectation is for TANF mandatory intakes to be given the next available appointment within four business days. Page 8 of 16

9 The branch may choose to place case managers in a separate location on the scheduling board or to utilize a separate scheduling calendar for the mandatory appointments. Mandatory appointments are assigned 1 hour 45 minutes (105 minutes) (orange). Non-mandatory appointments Non-mandatory appointments are scheduled on the non-tanf scheduling board/electronic scheduling board. The HSS3 is to remain on the rotation on the non-tanf scheduling board. Clients need to be offered the next available appointment time on the non-tanf schedule board. Non-mandatory appointments are assigned 1 hour 15 minutes (75 minutes) (brown). TANF Recommendations: Creating more appointment slots than is necessary to meet demand helps branches stay caught up so when an unexpected influx of applications are received or staff need time off, the branch can stay within the required 4 days. Creating intake appointment slots during times clients tend to walk in the door decreases the chance of no-shows and increases the chance of filling a last minute cancellation with a walk-in client. Page 9 of 16

10 CRISIS MODE Mandatory applications Examples of Crisis for Mandatory applications are: Intake slots are not available within four business days from the date of request. Staff is unexpectedly absent. Large influx of DV applicants occurs. In Crisis mode the branch can determine what resources are needed to meet the demand and make necessary decisions, e.g., HSS3 s doing mandatory intakes. If HSS3 s are assigned mandatory TANF intakes, they must remain on the Non-TANF scheduling board for other intakes and continue in the rotation. The HSS3 s will transfer the case to the Case Manager after the intake has been conducted. The HSS3 s will write an initial case plan with the client, complete the 7823A self assessment, provide a 7823B for the client to complete and return at their next scheduled appointment. The client will need to be provided with information on whom their Case Manager is and when their next appointment will be. This also holds true when a HSS3 gets assigned a mandatory intake that was thought to be a non mandatory. Non-Mandatory applications HSS3 s are the primary resource for Non mandatory intakes. A Case Manager may be used as back-up if the branch is in crisis mode, e.g., No same day appointment is available for Non-mandatory, Case Manager will transfer case to HSS3 after intake has been conducted. If either TANF or Non-TANF Intakes are scheduled further out than their models states, four business days for TANF and same day/next day for Non-TANF Intakes, the workload will be balanced with available staff. Page 10 of 16

11 ASSIGNMENT AND ACTIVITIES Non-Mandatory They receive Supplemental Social Security Income, are a No Parent Household, or are an Ineligible Adult. All non-mandatory TANF intakes will be assigned to a HSS3 and they will carry the case until the case closes. Activities to be completed during the non-mandatory intake appointment are: Eligibility will be determined or pended and according to policy. Narration/data entry completed. Child Support- Paternity Affidavit, complete child support document. Benefit Issuance & Notices. Address/Review Safety Issues-utilizing post it yellow sticky for additional intake time if not identified at reception. Review for other programs, such as community assistance, housing, shelters or other government resource potential using the local resource guide available. Miscellaneous administrative tasks (worker info given, file set up, request files). Could be done by a case aide depending on office resources. When completing an intake, if additional time is needed for the interview, the worker is to inform the point reception staff of the need for additional time through an IM request for a post it yellow sticky to flag their intake. Mandatory All mandatory TANF intakes will be scheduled with a Case Manager. Also considered mandatory would be an application that indicates the applicant is not safe or is requesting TA-DVS (Temporary Assistance for Domestic Violence Survivors) assistance. Page 11 of 16

12 Activities to be completed during the mandatory intake appointment are: All functions included in Non-Mandatory. My Self Assessment A completed; 7823B given to client for future appointment. Pamphlets: These need to be given to clients at intake. There may be an orientation later that gives additional information and explains client options. Nonetheless, clients are required by policy to receive these brochures at intake. Initial Case Plan-written. Explain Pre-TANF, TANF/JOBS, & Post TANF programs Release of Information. Support Services needs reviewed, explained, offered, JCCB/Provider Listing completed if needed. Referrals for additional services. Update TRACS tabs - Plan, narration and potential disability and screening tabs. JOBS Rights & Responsibilities. When a non-mandatory intake changes to a mandatory during a TANF intake, the worker performing the intake will still complete the Mandatory Intake components. If a HSS3 is completing a Mandatory intake, the client will leave knowing who their assigned Case Manager will be and when their appointment is with the Case Manager. The branch will assign a Case Manager to the mandatory cases through the Case Manager scheduling process if the intake is completed by a HSS3. When completing an intake, if additional time is needed for the interview, the worker is to inform the point reception staff of the need for additional time through an IM request for a post it yellow sticky to flag their intake. Page 12 of 16

13 COMPONENTS OF A HEALTHY, FUNCTIONING MODEL Point of Entry (P.O.E.) scheduling tool is used for all TANF applicants. Non-mandatory TANF applicants are assigned to HSS3 s. Mandatory TANF and TA-DVS applicants are assigned to Case Managers. Appointments: o Non-mandatory intakes are given 1 hour and 15 minutes/75 minutes to complete eligibility. o Mandatory intakes are given 1 hour and 45 minutes/105 minutes to complete eligibility. Mandatory appointments will be: o Offered Monday through Friday, a.m. and p.m., to meet office demand. o Clients are offered the next available appointment. o Clients given an appointment within 4 business days (day one is date of request). o Appointments are scheduled on a separate scheduling calendar. Non-mandatory appointments scheduled on non-tanf scheduling board, HSS3 s remain on non-tanf board. All activities completed for non-mandatory and mandatory appointments during allotted appointment time. Please see list of specific activities beginning on page 11. Clients are provided with required pamphlets A is reviewed and/or completed at the initial intake B is given at initial intake for client to return at a later date. It should be noted there is a difference between Mandatory, Non-mandatory, and exempt TANF cases. Exempt cases are adults on a TANF case, but for various reasons (9 th month of pregnancy, newborn child, caring for disabled household member, etc.) they are not required to participate. In those cases, the adults are still considered as mandatory. Non-mandatory are only those that are NOT on the grant, some Social Security Income, No Parent Household, Ineligible Adult cases. Page 13 of 16

14 TANF INTAKE STATE MODEL Ideally Mandatory clients are seen by a CM. However, based on branch resources and needs, decisions at a local level can be made to allow HSS3s to see Mandatory clients to meet branch demand. Client contacts office via, s, FAX, USPS Reception contacts requestor via telephone HSS3 Intake Eligibility Determine d HSS 3 Carry Non Mandatory No Person has a need Point of Entry Client in person in Office Appt Type Package *Eligibility *SS Request Payment *Initial Case Plan *Welcome to TANF and Mandatory Brochures *7823A Mandator y Case (DV Cases included ) Yes CM Or HSS3 Based on Branch Needs. If an HSS3 does an intake, it will go through existing Intake Scheduling Board. Intake Eligibility Determine d CM Carry Mandatory case- *If Intake completed by HSS3 assigned to a CM, case plan for CM appt written, appointment scheduled and 7823 B given. Any DV case will be assigned to a CM End (OIC Revised Model as of ) Page 14 of 16

15 7823A The 7823 A is reviewed and/or completed at the initial appointment with the client. The 7823 A is available online at the DHS Forms site. Page 15 of 16

16 7823 B The 7823 B is given to the client at the initial appointment to complete and return on a later date. The 7823 B is available online at the DHS Forms site. Page 16 of 16