Illinois’ Automated Phone Illinois’ Automated Phone System InterviewSystem Interview

WaiverWaiver

FNS granted a waiver of the face-to-face FNS granted a waiver of the face-to-face interview requirement and authorized us to interview requirement and authorized us to use the Phone System Interview for use the Phone System Interview for recertifications.recertifications.

FNS approved the script prior to initial FNS approved the script prior to initial project approval and has requested project approval and has requested accuracy information and other data for us accuracy information and other data for us to renew each year.to renew each year.

Project HistoryProject History

Implemented July, 2007 – to households Implemented July, 2007 – to households with earningswith earnings

Expanded July, 2008 to include non-Expanded July, 2008 to include non-assistance householdsassistance households

Expanded December, 2009 to Family Expanded December, 2009 to Family Medical CasesMedical Cases

Simplified ReportingSimplified Reporting

In Illinois we use 6 month certification periods In Illinois we use 6 month certification periods (as opposed to 12 month certification periods (as opposed to 12 month certification periods with an interim report at 6 months) with an interim report at 6 months)

One recertification is a face to face interview – One recertification is a face to face interview – regulations require a face to face interview every regulations require a face to face interview every yearyear

One recertification is a mail inOne recertification is a mail in

PSI ProcessPSI Process

Central Notice that benefits are expiring Central Notice that benefits are expiring has invite to use PSI and includes:has invite to use PSI and includes:

– Special Codes to Access System Special Codes to Access System – Worksheet to follow along with the callWorksheet to follow along with the call– Dates PSI is availableDates PSI is available

Behind the ScenesBehind the Scenes

Our system sends a daily file of data for Our system sends a daily file of data for every customer that is eligible to call in to every customer that is eligible to call in to our vendorour vendor

--data includes- details about people in the --data includes- details about people in the case, income, housing costscase, income, housing costs

Our vendor sends call data – responses to Our vendor sends call data – responses to the questions back to our systemthe questions back to our system

Customer CallsCustomer Calls

IVR System available 24/7 IVR System available 24/7

English/SpanishEnglish/Spanish

Speech recognition Speech recognition

Can switch to keypadCan switch to keypad

PSI Interview ScriptPSI Interview Script

8-10 minute interview 8-10 minute interview

Considered their "signature" when they Considered their "signature" when they access system using special codes access system using special codes provided in the notice provided in the notice

First ask to confirm accuracy of case First ask to confirm accuracy of case name and address (if they say no, they are name and address (if they say no, they are locked out and cannot use PSI system)locked out and cannot use PSI system)

PSI Interview Script (cont)PSI Interview Script (cont)

Questions continue about:Questions continue about:

Household members, student eligibility Household members, student eligibility

IncomeIncome

All deductions - shelter, child support All deductions - shelter, child support deduction, dependent care deduction, dependent care

Change in health insuranceChange in health insurance

Optional survey contains racial/ethnic Optional survey contains racial/ethnic

PSI Interview Script (cont)PSI Interview Script (cont)

System asks customer to confirm System asks customer to confirm accuracy of each answer accuracy of each answer

If system doesn't understand, it will ask If system doesn't understand, it will ask again sometimes in a different way again sometimes in a different way

If system doesn't understand 3 times, it If system doesn't understand 3 times, it will disconnectwill disconnect

““Partial” CallsPartial” Calls

If a caller hangs up or gets disconnected, they If a caller hangs up or gets disconnected, they can call back same day and script continues can call back same day and script continues where they left off where they left off If they hang up and call back another day, it If they hang up and call back another day, it starts over starts over If they call and don't finish, we send a noticeIf they call and don't finish, we send a noticeThe notice tells them they didn't complete and The notice tells them they didn't complete and the date they need to reapply for benefits to the date they need to reapply for benefits to continue to be timelycontinue to be timely

Complete CallComplete Call

When customer gets completion number – When customer gets completion number – interview/application is completeinterview/application is complete

If verifications are needed, central notice If verifications are needed, central notice for verification is generatedfor verification is generated

Complete Call (cont)Complete Call (cont)

System registers the application with a special System registers the application with a special designator of “P”designator of “P”

Appears on office/caseload pending list the Appears on office/caseload pending list the following day following day

Call data also transfers to legacy system called Call data also transfers to legacy system called Automated Case Management (ACM) Automated Case Management (ACM)

Caseworker ToolsCaseworker Tools

Questions asked and customer responses Questions asked and customer responses from the call transfer electronically to a from the call transfer electronically to a web based system called Caseworker web based system called Caseworker Tools that worker can see immediately Tools that worker can see immediately

Verifications needed are highlighted for Verifications needed are highlighted for the workerthe worker

Complete Call (con’t) Complete Call (con’t)

Once verifications are received, worker Once verifications are received, worker processes the applicationprocesses the application

Number of RecertificationsNumber of Recertifications

With the IL SNAP caseload at 860,000 With the IL SNAP caseload at 860,000 cases, we send an average of 120,000 cases, we send an average of 120,000 notice of expirations each month notice of expirations each month

73% are invited to use PSI as a way to 73% are invited to use PSI as a way to reapply.reapply.

Fast Facts – # of Complete CallsFast Facts – # of Complete Calls

Most recent quarter – we received Most recent quarter – we received average of 31,000 complete calls per average of 31,000 complete calls per monthmonth

35.4% of those offered opted to used PSI35.4% of those offered opted to used PSI

Fast Facts – After Hours CallsFast Facts – After Hours Calls

37.6% of complete calls are done after 37.6% of complete calls are done after work hours or on weekendswork hours or on weekends

Fast Facts – Partial CallsFast Facts – Partial Calls

Over the last 3 months, we sent an Over the last 3 months, we sent an average of 5000 notices each month to average of 5000 notices each month to callers who started a PSI interview and callers who started a PSI interview and didn’t finish it the same day.didn’t finish it the same day.

Customer Survey ResultsCustomer Survey Results

For June, 2011 of over 8800 callers who For June, 2011 of over 8800 callers who opted to take the survey:opted to take the survey:– 97.4% said the interview was convenient and 97.4% said the interview was convenient and

easy to useeasy to use– 97.9% said the questions were easy to 97.9% said the questions were easy to

understandunderstand– 98.6% said they would use PSI again98.6% said they would use PSI again

AccuracyAccuracy

Quality ControlQuality Control

** For first half of FY 2010 sample, we had 36 ** For first half of FY 2010 sample, we had 36 reviews done on cases that used PSI for their reviews done on cases that used PSI for their recertification. recertification.

**3 cases had errors resulting in an error rate **3 cases had errors resulting in an error rate of .2%, 12.7% of the total 1.58% state reported of .2%, 12.7% of the total 1.58% state reported error rate.error rate.

Accuracy (continued)Accuracy (continued)

ACE reviews - (includes process & ACE reviews - (includes process & documentation errors)documentation errors)

PSI Cases reviewed 823 - accuracy rate PSI Cases reviewed 823 - accuracy rate 83.5%83.5%

Non PSI cases reviewed – 4608 - Non PSI cases reviewed – 4608 - accuracy rate 87.5%accuracy rate 87.5%

Lessons LearnedLessons Learned

Develop the script you think you want Develop the script you think you want before your vendor comes on board - before your vendor comes on board - gives you a starting pointgives you a starting point

Make sure you have a test systemMake sure you have a test system

Decide up front the reports you need Decide up front the reports you need

Think about what success looks like  Think about what success looks like 

Ongoing CostsOngoing Costs

Telecom Bill for the last 3 months for the Telecom Bill for the last 3 months for the toll free lines for PSI averaged $12,000 toll free lines for PSI averaged $12,000 each montheach month

Questions?Questions?

Contact:Contact:

Jan Freeman, ManagerJan Freeman, ManagerIllinois SNAP DirectorIllinois SNAP DirectorBureau of Policy DevelopmentBureau of Policy DevelopmentIllinois Department of Human ServicesIllinois Department of Human ServicesJan.Freeman@illinois.gov217-782-1239217-782-1239