disability hearings unit process - lean...
TRANSCRIPT
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DISABILITY HEARINGS UNIT PROCESS
Lean Six Sigma Project Report Out
March 19, 2015
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Sponsor: Teresa Gray, Assistant Deputy Director
Subject Matter Experts:
Kristin Casebolt, Laura Dunipace, Dawn Kneessi, Andrea
Leonard, Delonda Mayle, Jill McQuaide, Ron Moreno,
Christian Mortach, Wendy Rutter, Paula Stoffel, and
Courtney Yoho
Green Belt Candidates:
Heather Graham (Lead), Lori Carter, Michelle Cunningham,
Mary Kotynski, and Dara Turner
Mentor: Tom Melfo, Assistant Deputy Director
TEAM MEMBERS
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Claimants & Beneficiaries
Social Security Administration
Tax Payers
Opportunities for Ohioans with Disabilities (i.e. Administration,
Disability Hearing Department)
Representing Advocacy Groups
Medical & Non-medical Sources of Information
Collaborative Partners at Hearing Locations
STAKEHOLDERS
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Claim Approved Medical Review (CDR), Benefits
Ceased
Applicant Appeals
Cessation
Medical Review (Prehearing),
Benefits Ceased
Claim Sent to Hearings Unit
DISABILITY HEARINGS UNIT (DHU) OVERVIEW
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• The intake of Continuing Disability Review (CDR) hearings is
expected to increase.
• The current backlog is approximately 1200 cases.
• The current percentage of hearings kept is 57%.
BACKGROUND
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First step in the process
Hearing case receipted in DHU.
Last step in the process
Date of hearing or date of waiver assigned.
SCOPE OF PROJECT
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• Increase the percentage of hearings kept
• Identify waste/delays in the process
• Increase claimant involvement
• Introduce the option of phone hearings as part
of monthly scheduling
• Initiate consistent case analysis and
development prior to hearing when appropriate
PROJECT GOALS---THE FIVE I’S
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HIGH LEVEL PROCESS: SIPOC
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Waiver
Reversal on the Record (ROR)
Assignment
OPERATIONAL DEFINITIONS
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DETAILED PROCESS MAP
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CURRENT STATE MEAN PROCESS TIME
66% 18% 16%
126 Days 34
Days
Assignment
to Hearing
31
Days
Time in Backlog Hearing to
Clearance
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BASELINE DATA (JUNE 2014 THROUGH DECEMBER 2014)
367
108
38 24
0
125
250
375
500
Broken Hearings Cancelled Hearings Reversals on the Record Waivers
“Broken”
encompasses
over 68% of
missed
opportunities
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Over Processing
36% Overall
As many as 10 assignments on a single case
BASELINE DATA
*Although the Disability Hearings
Department averaged 176
clearances per month, they also
averaged 235 new cases into the
department during that same period
of time.
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PROJECT METRICS
Mean Processing Time from Assignment
Volume of Completed Hearings
Percentage of Hearings Kept
Cost Savings
Cost Per Case
Diminishing Travel
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FUTURE STATE MAP
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WHICH CAR DO YOU WANT TO BUY?
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CURRENT VS FUTURE STATE MAPS
Current
State
Future
State
Hand-Offs
11
3
Decision
Points
8
5
Tasks
71
13
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PRE-IMPLEMENTATION BRAINSTORMING
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Current State
Low percentage of hearings kept
Limited hearing options
Variation in development
Underutilization of Staff
Improved State
Increase the percentage of hearings kept
Increased hearing options
Standardization in development
Realigned job duties
IMPROVEMENT SUMMARY
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Task Who When Status
First Contact
Letter
Team
Members
03/04/15
Policy Review
Position
Description
L. Carter
02/12/15
Completed
Second Contact
FAQ
Team
Members
03/05/15
In Progress
Policy Update D. Turner,
H. Graham
04/15/15
In Progress
ACTION REGISTER
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Audience Message Who
Disability Hearings Officers Future Maps and performance
expectations
Greenbelt team and unit
supervisors
Administrative Professionals 1 Job duty changes, training on
new process
Greenbelt team and unit
supervisors
Disability Claims Development
Analyst (DCDA)
How to handle phone calls for
hearings unit and provide
Frequently Asked Questions
sheet
Supervisor of Hearings Officers
Management of DCDA Phone calls prior to exams-
expectations
How to handle new letters
Supervisor of Hearings Officers
Managers and Directors Overview of changes Greenbelt team
COMMUNICATION PLAN
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CONTROL PLAN
• Publication of Policies/Procedures
• Monitor Metrics every 3 months
• Constantly evaluate the process and adjust as
needed
• Develop Resources
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PROJECT BENEFITS
Simpler
Faster
Better
Less Costly
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Senior Leadership:
Kevin Miller, Executive Director, OOD
Bill Bishilany, Assistant Executive Director, OOD
Erik Williamson, Deputy Director DDD/ODD
Rhonda Tanner, Assistant Deputy Director
Sponsor: Teresa Gray, Assistant Deputy Director
Black Belt/Mentor: Tom Melfo, Assistant Deputy Director
SPECIAL THANKS TO…