HEALTH AND SOCIAL SERVICES

Transcription

1 HEALTH AND SOCIAL SERVICES ADULT SERVICES Answered Customer Case Specific Questions After being trained on systems normally used by processing and administrative staff, Department of Children and Families clerical staff in Gainesville researched cases and answered customer questions which otherwise would be handled by case managers or supervisors, for added value of $47,000. For more information, please contact Lynn Dann at (352) or DCF 28 Reduced Employee Attrition and Improved Compliance Department of Children and Families staff in Pasco County developed a process that trains new employees to monitor their caseloads in order to comply with Food Stamp time standards. This process helped to increase staff retention and promotions, and was partly responsible for improved statewide Food Stamp compliance that brought an additional $7 million in federal funding to Florida. For more information, please contact Mary Fowlds at (727) or Mary_Fowlds@dcf.state.fl.us DCF 34 Created Processor Quick Reference Guide Department of Children and Families staff in Daytona Beach created a Processors Quick Reference Guide that produced $72, 910 annual value added and was recognized by the state wide quality assurance team as a best practice for DCF staff. For more information, please contact SueAnne Sheedy at (386) or sueanne_sheedy@dcf.state.fl.us DCF 44 Increased Productivity and Shortened Processing Period Department of Children and Families staff in Pasco County reduced the time to process Food Stamp applications from an average of more than 14 days to less than 11, for annual staff time savings of 34%, worth $370,000. For more information, please contact Nancy Levy at (727) or Nancy_Levy@dcf.state.fl.us DCF 53 Created One Team, One Agency Motivational Video Department of Children and Families staff in Pasco County created a motivational video to promote individual accountability, leadership, and team work within the ACCESS adult services program. For more information, please contact Andy Klaus at or Andy_Klaus@dcf.state.fl.us DCF 56

2 Implemented Alternate Work Site and Laptop Utilization Department of Elder Affairs staff in West Palm Beach implemented a work site and laptop pilot that helped to handle a 30% increase in case processing and reduced response time to requests for client assessments. For more information, please contact Sheila Mitchell at (561) or mitchells@elderaffairs.org DEA 14 ASSESSMENT FORMS Designed Electronic Nutrition Assessment Forms Department of Health staff in Clewiston developed an electronic nutrition assessment form to replace written plans for 20,000 clients in the Lee County Health Department Women, Infants, and Children (WIC) Program. Use of this form by 21 WIC staff saves an average of two minutes per service, worth about $40,000 annually. This work was recognized by WIC state auditors as a best practice. For more information, please contact Jane Little at (863) or jane_little@doh.state.fl.us DOH 9 BILLING FOR SERVICES Implemented Billing Opportunities Process Lake County Health Department staff created a process to research and review services provided in order to ensure that the billing process is completed accurately, and that clients with retroactive insurance have services billed to the correct billing party, thereby increasing billings to insurance companies for services by more than $100,000. For more information, please contact Kerri Pound at (352) or Kerri_Pound@doh.state.fl.us DOH 102 BILLING RECONCILIATION Maximized Revenue by Capitalizing on Billing Opportunities Osceola County Health Department staff created process management tools to help eliminate missed billing opportunities and outstanding payments for client services, thereby increasing revenue by $183,026. This improvement ranked Osceola number one among the 67 county health departments for the percentage of money captured for outstanding billed services. For more information, please contact Donna Parker at (407) or donna_parker@doh.state.fl.us DOH 92 Developed a Complete Billing Reconciliation Process Lake County Health Department staff developed a first in Florida billing and service reconciliation process for county health departments that increased the rate of collection on self pay clients from 76% to 83%, accommodated a 30% staff reduction, and saved $46,000 worth of staff time. For more information, please contact Kerri Pound at (352) or Kerri_Pound@doh.state.fl.us DOH 99 CASE MANAGEMENT

3 Created and Produced Reference Guide Department of Children and Families staff in Daytona Beach created a Processors Quick Reference Guide that produced $72, 910 annual value added and was recognized by the state wide quality assurance team as a best practice for DCF staff. For more information, please contact SueAnne Sheedy at (386) or sueanne_sheedy@dcf.state.fl.us DCF 44 Increased Productivity and Reduced Days to Process Department of Children and Families staff in Pasco County reduced the time to process Food Stamp applications from an average of 14 days to 11 days for annual staff time savings of 34%, worth $370,000. For more information, please contact Nancy Levy at (727) or Nancy_Levy@dcf.state.fl.us DCF 53 Improved Purchasing Card Database Re engineering and Adaptation Department of Highway Safety and Motor Vehicles staff in Tallahassee enhanced a Prudential Davis Productivity award for a purchasing card database system that expanded a case management system and improved efficiency of the department's purchasing card program. For more information, please contact Milton Grosz at (850) or miltongrosz@flhsmv.gov DHSMV 33 CHILDREN S SERVICES Developed Databases for Statewide Activities Department of Children and Families staff in Tallahassee developed two web based tools now used by 130 staff statewide to input and track child welfare quality assurance activities and child fatalities resulting from abuse or neglect. These tools can be adapted by other Department of Children and Families program offices. For more information, please contact Gail Perry at (850) or gail_perry@dcf.state.fl.us DCF 76 Increased Medicaid Recoupment Funds Brevard County Health Department staff improved the accuracy of Children s Medical Services 3rd Party insurance information, thereby increasing billing accuracy and recouping more than $170,000 worth of Medicaid funds that enabled the department s Viera office to help provide medical services to patients without medical coverage, and to provide medical services not covered by Medicaid. For more information, please contact Lanora Poitier at (407) or lanora_poitier@doh.state.fl.us DOH 68 CHRONIC HYPERTENSION NURSING CLINIC

4 Developed Chronic Hypertension Nursing Clinic Demand for medical care for the indigent and working poor has increased with the unemployment rate. Indian River County Health Department staff at the Gifford Health Center established a chronic hypertension nursing clinic to give patients tools to prevent crises that may require visits to hospital emergency rooms. The clinic addresses medical illiteracy among roughly 80% of people seeking help who are taking medications incorrectly or in conflict with what a physician prescribed. Some took several medications for which they were expected to remember verbal instructions, and whose container labels were in languages they did not understand. Clinic visits costing between $25 and $37 increased health department revenue by nearly $25,000. For more information, please contact Cindi A. Miller, RN at (772) or cindi_miller@doh.state.fl.us DOH 7 COMMUNITY BASED SERVICES Reduction in Waiver Funding Through Home Health Visits Department of Children and Families staff in Broward County developed a process to require contracted case management agencies to arrange for vulnerable adults and severely disabled adults who live in their own homes to receive services such as bathing and personal assistance. Many of these individuals were on lengthy wait lists for services in order to prevent institutionalization, and it could have been be months or years before those services would be available. Actions taken by DCF staff made it possible for these individuals to remain independent, at no cost to state government, saving Medicaid Waiver funds of $50,310, and indirectly keeping 20 additional care plans from increasing by $77,400. For more information, please contact Janis McCord at (954) or Janis_McCord@dcf.state.fl.us DCF 20 DISPENSING MEDICATIONS Modified Distribution Process for Pharmaceuticals Department of Health staff in Tallahassee streamlined an outdated shipping process by establishing billing and shipping from pharmaceutical wholesalers to 94 sites statewide, reducing average warehouse inventory $17.5 million, reducing the cost of freight and packaging materials by $47,437, and freeing up five staff positions paid a total of $187,500 to work on a new initiative repackaging pharmaceuticals for the Department of Corrections at no additional cost. Any entity that stockpiles materials of any kind for redistribution could benefit by utilizing this model. For more information, please contact Barbara Lucas at (850) ext 3017 or barbara_lucas@doh.state.fl.us DOH 43 Developed Interactive Computer Model for Dispensing Antibiotics Palm Beach County Health Department staff developed a first in the nation disaster preparation computer program, based on Centers for Disease Control and Prevention guidelines, improving the speed and accuracy

5 that medically supervised volunteers dispense antibiotics to the public during a biological episode or bioterrorist attack from 516 to 720 per hour. This achievement can be implemented by other county health departments. For more information, please contact Alfred Grasso at (561) or Alfred_Grasso@doh.state.fl.us DOH 82 ELIGIBILITY DETERMINATION Reduced Amount of Operational Leased Space Department of Children and Families staff in Miami took advantage of a federal waiver allowing Food Stamp staff to determine eligibility without face to face contact with customers. Forty two employees were moved to home based telecommuting and into existing leased space, which increased timely delivery of services and saved more than $180,000. For more information, please contact Violet Ryland at (305) or violet_ryland@dcf.state.fl.us DCF 36 EMPLOYMENT Reduced Paper and Increased Efficiency for Onboarding Department of Children and Families staff in Orlando reduced the cost of new employee orientation. Applying the improvement department wide could save an estimated $38,000 annually. For more information, please contact Annie Johnson at (407) or annie_johnson@dcf.state.fl.us DCF 55 Created Motivational Video Department of Children and Families staff in Pasco County created a motivational video to promote individual accountability, leadership, and team work within the ACCESS adult services program. For more information, please contact Andy Klaus at (727) or Andy_Klaus@dcf.state.fl.us DCF 56 ECONOMIC SELF SUFFIEIENCY Connected Clients with Case Information This three person team developed a mail in database and implemented a procedure that enables clients to more easily access the information on their Economic Self Sufficiency accounts, which increased the percentage of clients using My Account from 40.6 % to 50.0 %. For more information, please contact SueAnne Sheedy at (386) or SueAnne_sheedy@dcf.state.fl.us DCF 61 FAMILY SERVICES Ensured Deployment of Domestic Violence Expertise Department of Children and Families staff in Jacksonville researched best practices and redesigned their

6 organizational structure to improve services to families with reports of alleged family violence. Their model, which produced estimated added value of $770,000, has been duplicated in other Family Safety Operations statewide. For more information, please contact Joan Walsh at (904) or DCF 71 FRAUD REDUCTION Developed Processes to Efficiently Check for Prisoner Fraud Department of Children and Families staff in Hillsborough County developed processes that identified more than 800 fraudulent applications by prisoners for Food Assistance applications for their families, resulting in criminal investigations by the Florida Department of Law Enforcement, four month savings of $760,000, and review for statewide implementation of corrective action. These processes can be implemented by other department teams administering Food Assistance programs with no additional expense. For more information, please contact Olga Millan at (813) or DCF 47 Implemented Timely and Accurate Investigative Results Department of Children and Families staff in Jacksonville implemented a screening process which helps staff to concentrate investigations on the most likely fraudulent food stamp cases, saving an estimated $3 million. For more information, please contact Richard Dryden at (904) or Richard_Dryden@dcf.state.fl.us DCF 65 MEDICAID Enhanced Medicaid Home Health Requirements Agency for Health Care Administration in Tallahassee developed recommendations to combat misuse or abuse of home health services and oversaw their implementation by contractors. This recommendation can be replicated in other Medicaid utilization management programs. For more information, please contact Shevaun Harris at (850) or shevaun.harris@ahca.myflorida.com AHCA 29 Developed Outreach Database Agency for Health Care Administration staff developed a centralized database with reporting capability, and an accompanying instructional guide, that allows all Medicaid area offices to uniformly document outreach activities. For more information, please contact Calvin Smith at (407) or Calvin.smith@ahca.myflorida.com AHCA 32 Reduced Time Lag for Medicaid Deposits Agency for Health Care Administration staff created a process that reduces the time, from as much as seven business days to as little as one business day, to deposit a weekly average of six Medicaid Accounts Receivable checks that require making phone calls or sending requests for additional information. The process allows

7 more time for research to ensure checks are posted to the correct cases or forwarded to the appropriate areas. For more information, please contact Katrina Derico Harris at (850) or AHCA 40 Developed Administrative Law Externship Program Agency for Persons with Disabilities staff in Gainesville developed Florida s first Administrative Law Externship Program that utilized law students to reduce a backlog of Medicaid Waiver hearings cases for added value of more than $60,000. For more information, please contact Cathy Bedell at (850) or cathy_bedell@apd.state.fl.us APD 11 Developed Medicaid Tracking System Agency for Persons with Disabilities staff developed a database of enrolled Medicaid waiver providers that enables customers of the Agency for Persons with Disabilities, their support coordinators, and agency employees to quickly identify eligible providers of services. This database can easily be adapted to meet the individual needs of other area offices. For more information, please contact Lynne Daw at (850) or lynne_daw@apd.state.fl.us APD 20 Increased Medicaid Reimbursements Department of Health staff in Tallahassee developed a Medicaid Reimbursement form that streamlined processing of submissions from multiple sources, and can be adapted by any entity seeking reimbursements for multiple sites. For more information, please contact Michelle Harvey at (850) or Michelle_Harvey@doh.staet.fl.us DOH 42 PERFORMANCE Developed Consolidated Data Workbook Department of Children and Families staff in Tampa developed a first in Florida one page data workbook for determining regional performance that replaced a total of 90 pages of reports in the department s ACCESS, Adult Protective Services, and Family Safety programs. Past efforts to create such a report failed due to technical limitations and an inability to create a system to meet the needs of both program office and operations staff. This achievement annually saves approximately $100,000 worth of regional staff time. For more information, please contact Terry Field at (813) or terry_field@dcf.state.fl.us DCF 16 Developed Databases for Statewide Quality Assurance Activities Department of Children and Families staff in Tallahassee developed two web based tools now used by 130 staff statewide to input and track child welfare quality assurance activities and child fatalities resulting from abuse or neglect. These tools can be adapted by other Department of Children and Families program offices. For more information, please contact Gail Perry at (850) or gail_perry@dcf.state.fl.us. 2011

8 DCF 76 PROTECTIVE SERVICES Ensured Deployment of Domestic Violence Expertise This five member team researched best practices and redesigned their organizational structure to improve services to families with reports of alleged family violence. Their model, which produced estimated added value of $770,000, has been duplicated in other Family Safety Operations statewide. For more information, please contact Joan Walsh at (904) or DCF 71 REVENUE MAXIMIZATION Increased Overpayment Recovery Agency for Health Care Administration staff in Tallahassee developed a process to improve collection of Medicaid past due receivables that can be implemented by other units in the agency. For more information, please contact Katrina Derico Harris at (850) or katrina.derico harris@ahca.myflorida.com AHCA 41 Increased Medicaid Recoupment Funds Brevard County Health Department staff improved the accuracy of Children s Medical Services 3rd Party insurance information, thereby increasing billing accuracy and recouping more than $170,000 worth of Medicaid funds that enabled the department s Viera office to help provide medical services to patients without medical coverage, and to provide medical services not covered by Medicaid. For more information, please contact Lanora Poitier at (407) or lanora_poitier@doh.state.fl.us DOH 68 Maximized Revenue by Capitalizing on Billing Opportunities Osceola County Health Department staff created process management tools to help eliminate missed billing opportunities and outstanding payments for client services, thereby increasing revenue by $183,026. This improvement ranked Osceola number one among the 67 county health departments for the percentage of money captured for outstanding billed services. For more information, please contact Donna Parker at (407) or donna_parker@doh.state.fl.us DOH 92 TRAINING AND ORIENTATION Created Emergency Procedure Training Curriculum Tacachale Center staff in Gainesville developed an emergency procedures curriculum that reduced the use of manual restraints on clients with developmental disabilities. This achievement improved safety and achieved a cost avoidance of $229,000. For more information, please contact Ken McDonald at (352) or KenMcDonald@apd.state.fl.us APD 3

9 Reduced Cost to Answer Customer Questions After being trained on systems normally used by processing and administrative staff, Department of Children and Families clerical staff in Gainesville researched cases and answered customer questions which otherwise would be handled by case managers or supervisors, for added value of $47,000. For more information, please contact Lynn Dann at (352) or DCF 28 Reduced Employee Attrition and Improved compliance Department of Children and Families staff in Pasco County developed a process that trains new employees to monitor their caseloads in order to comply with Food Stamp time standards. This process helped to increase staff retention and promotions, and was partly responsible for improved statewide Food Stamp compliance that brought an additional $7 million in federal funding to Florida. For more information, please contact Mary Fowlds at (727) or Mary_Fowlds@dcf.state.fl.us DCF 34 Reduced Paper and Increased Efficiency for Onboarding Department of Children and Families staff in Orlando reduced the cost of new employee orientation. Applying the improvement department wide could save an estimated $38,000 annually. For more information, please contact Annie Johnson at (407) or annie_johnson@dcf.state.fl.us DCF 55 Created Motivational Video Department of Children and Families staff in Pasco County created a motivational video to promote individual accountability, leadership, and teamwork within the ACCESS adult services program. For more information, please contact Andy Klaus at (727) or Andy_Klaus@dcf.state.fl.us DCF 56 Reduced Supervisor Training Cost Department of Children and Families staff in Tallahassee developed a new delivery system to increase the effectiveness and efficiency of supervisor training that has been implemented as the standard for the Department and may be applicable to other agencies. For more information, please contact Denise Hunter at (850) or denise_hunter@dcf.state.fl.us DCF 64 Developed Training/Tracking System Department of Children and Families staff in Tallahassee developed a new human resource training/tracking system that interfaces with the People First (state personnel system) data warehouse to provide automated access to data on over 13,000 DCF employees and 3,000 APD employees. Adding program specific and contractor tracking increases the ability to train and track those who serve clients. This system has been demonstrated to other agencies that are interesting in adapting it. For more information, please contact Linda Wotring at (850) or Linda_Wotring@dcf.state.fl.us DCF 98

10 TREATMENT Developed Trial Competency Program for Defendants Beginning in 2005, this four member team developed and implemented a competency to stand trial training program (CompKit) to help defendants learn what they need to know about the legal process in order to stand trial or participate in plea negotiation. The average annual number of persons discharged from the hospital as competent to proceed increased from 16 to 38, and the average time to restore competency decreased from 363 to 306 days, for four year average annual savings of $422,370. CompKit has been requested by 235 competency recovery programs and individuals in 46 states and three foreign countries. For more information, please contact Dr. Wayne Anderson at (850) or Wayne_Anderson@dcf.state.fl.us DCF 90 Developed Automated System Matching Needs with Services Department of Juvenile Justice staff in Tallahassee designed a service planning resource for juvenile probation officers to review offender assessment data and improve matches between individuals needs and services, in order to help increase probation success rates. Any state agency whose clients have diverse treatment needs, and are served in community rather than in a residential setting, could benefit from this resource. For more information, please contact Jack Ahearn at (850) or jack.ahearn@djj.state.fl.us DJJ 51