Call Flow

1
Call Flow
2
Call Flow
3
Call Flow
4
IVR Data

• Social Security Number
• Personal Identification Number
• Date of Birth
• Gender
• Race
• Phone Number
• Union Status
• Citizenship
• Transportation Capability

• Work Availability
• Need for Child Care
• Child Care Provider
• Officer of Corporation
• Pension receipt
• Workers Compensation
• School Enrollment
• Self-employed
• Job refusal
• Certification of truthfulness of responses

5
Location

• Staff availability
• Local call availability
• Maintenance (ease of)
• Facilities (owned)/long term costs
• Skill set retention
• Political pressures
• Ability to respond

6
Vendor Selection

• Proven software
• Proven successes
• Financial stability
• Knowledge base with business practices
• Backups
• Ability to fire their project team members

7
Project Management

• Experience in-house and vendor
• Established project management methodology
• Understand Resource loading/tracking
• Understand Risk Identification, Analysis,
  Management
• Involve claimants
• Change control
• Scope Creep
• Project Manager Selection
• Project Manager empowerment
• Team training
• High-level project support
• Close-out
• Scope Definition

8
Number of Facilities

• Use ITSC to find your population centers
• Consider 1 center (disaster recovery)
• Service philosophy
• Local calls
• Ease of operation
• Politics
• Contract with another state
• Office reductions
• Staff relocation

9
Contingency Planning

• Back-up and recovery (disaster)
• Dual system
• Budgetary
• Staff
• Technology

10
Staffing

• Part-time vs. full-time mix
• Retention
• Recruitment
• Training (staff and managers)
• Morale
• Stress management/burnout
• Forecasting models
• Separating duties
• Initial claims
• Non-monetary determinations
• Inquiries
• Position classifications

11
Enhancements

• Functionality
• Avoid obsolescence as much as possible
• Budget for it250,000 set aside/yr. In Kansas
• Focus groups
• Internal
• External
• IT staff staying up to date

12
Culture Change

• Transition management for Benefits
• Job Service employees too
• Contributions
• Information Systems
• Customer base