how cabarrus county's modernized lobby improved... everything [original slides]
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teamnorthwoods.comRevolutionizing the Delivery of Human Services®
How Cabarrus County’s Modernized Lobby Improved… Everything
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Presenters
Greg TippingChief Services Officer & Vice President of
State Operations
Diane GridleyEconomic Services
Program Administrator
Tamela CrockettIncome Maintenance
Supervisor
Natalia YoungIncome Maintenance
Caseworker II
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5 Key Areas
Health Check
Improving Client Services
Improving Worker Morale
Improving Communication
Improving Visibility into Operations
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What is a Health Check?
Northwoods evaluates how well software and business processes
are working to meet business needs.
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Health Check Key Findings/Challenges
Regression
Inefficient Processes
Communication Issues
Poor Customer Service
?
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Recommendations
Upgrade Compass Appointments to mitigate regression
Modernize business processes by eliminating manual processes
Improve communication with a cross-functional change
Improve customer service with redesigned lobby and greeter to check-in clients
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Improving Client Service
To improve customer service, CabarrusCounty DHS redesigned the confusing and
inefficient lobby flow to decrease wait times and reduce client frustration.
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Improving Client Service
Before
Take a Ticket
Window
Express Center
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Improving Client Service
After
Caseworker: Applyfor services
Window: Recertifications,basic information changes
Express Center: Scan & dropoff documents, pick up mail
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After:
Ease Client Frustration
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After:
Ease Client Frustration
Caseworkers not spending appointment time diffusing frustration
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After:
Ease Client Frustration
Caseworkers not spending appointment time diffusing frustration
Caseworkers saving 10-20 minutes per client
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Greeter Benefits
“Someone this morning said ‘I’m so glad to see somebody instead of a machine, to see a person.’ People like to see
a smiling face when they walk in.”
Vessie TenorioIncome Maintenance Caseworker I
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Improving Worker Morale
Another goal for Cabarrus County DHS was to reduce stress and improve
morale for caseworkers.
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Why Were Workers Stressed?
1. Manual processes didn’t ensure cases were distributed evenly – weren’t using Compass Appointments round robin
2. Caseworkers took the brunt of clients’ frustrations
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Assigning one clerical worker to manually distribute clients to caseworkers introduced several issues:
No Tracking
Risk of Human Error
Stress of Managing Frustrated Clients
Limited Client Information
Lost Productivity!
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To boost worker morale and help caseworkers process applications more efficiently, Cabarrus County DHS took two critical steps:
1. Upgrade Compass Appointments to take advantage of automated features
2. Revamp business processes so the right workers are working on the right tasks
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Benefits:
Automated Distribution
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Benefits:
Automated Distribution
Reporting
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Benefits:
Automated Distribution
Reporting
Improved Productivity
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Benefits:
Automated Distribution
Reporting
Improved Productivity
Understand Client Needs
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Benefits:
Automated Distribution
Reporting
Improved Productivity
Understand Client Needs
Less Client Frustration
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Improving Communication
Cabarrus County also worked to
resolve communication issues
that hampered efficiency.
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Communication Challenges
Inconsistent Processes
Poor Communication Methods
Technology Mismatched to Business Needs
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Improving Communication
Standard Operating Procedures (SOPs)
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Improving Communication
Standard Operating Procedures (SOPs)
Improved Communication Methods
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Improving Communication
Standard Operating Procedures (SOPs)
Business Analyst
Improved Communication Methods
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Improving Visibility into Operations
Cabarrus County didn’t have visibility into its operations in the lobby or throughout the agency because of
all the manual processes.
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Lack of Visibility Challenges
Not Understanding Clients Needs?
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Lack of Visibility Challenges
Not Understanding Clients Needs
Can’t Adjust in Real Time
?
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Lack of Visibility Challenges
Not Understanding Clients Needs
Can’t Adjust in Real Time
Lack Data to Justify Resources
?
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Visibility Improvements
Understand Client’s Needs
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Visibility Improvements
Understand Client’s Needs
Real Time Staffing Adjustments
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Visibility Improvements
Understand Client’s Needs
Real Time Staffing Adjustments
Reliable Data to Justify Resources
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Project Outcomes
• Reduced client and caseworker frustration
• Improved lobby flow and reduced lobby wait time
• Helped manage ACA, NC FAST
• Sped up timely application processing
• Provided leadership visibility into operations
• Saved caseworkers 1-2 hours per day
• Repurposed 1 FTE, saving 40 hours per week
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Learn more
Download the case study or watch the video series at teamnorthwoods.com
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Questions?
Greg TippingChief Services Officer & Vice President of
State Operations
Diane GridleyEconomic Services
Program Administrator
Tamela CrockettIncome Maintenance
Supervisor
Natalia YoungIncome Maintenance
Caseworker II
Email: [email protected]
Website: teamnorthwoods.com