Process and Functionality of States Call Centers (CC s) 3/10

Transcription

1 Process and Functionality of States (CC s) 3/10 In January 2010, a survey of States SNAP (CC s) was conducted through the seven FNS Regional Offices. The survey requested information about the centers operations, including center functions, process and staffing, technology and performance standards. At this point in time, 31 States have operating CC s. However, there is a great deal of variation between these States in terms of functions and coverage of the CC s. The following chart summarizes the information collected in the survey. State Year of Implementation Number & locations of Interactive voice response? Application Assistance? Screen for Schedule Interviews with local status of Return Calls made to local AZ Central No No No CA* Various start up dates for each. Generally 1 cc per. Not all 58 counties have CC s CO* 2005, in offices, 1 w/minimal SNAP functions CT local offices DE in local offices Few do, though others are exploring. General & Logistical. Some complete interviews. Some complete interviews No No Limited No No No No

2 Year of Implementation Number & locations of FL from regional locations Interactive voice response? Send Packet, case status, direct to local offices Application Assistance? Screen for Schedule Interviews with local status of Return Calls made to local 3, 1 no No No 3, 1 No No 3 GA Web No No No referral and hours ID** 2008 for SNAP 2 in local No No No No No offices IN** in two of No the 8 service centers IA Central How to No Not for No apply applicants MD* central No No No offices MA No 2 yes, 1 No No 1 1 central, 1 local & SNAP only MN* 2001 & CC s Olmstead & Hennepin (some home)

3 Year of Implementation Number & locations of Interactive voice response? Application Assistance? Screen for Schedule Interviews with local status of Return Calls made to local NV Central No No No Some NY* in NYC, for in Onondaga office OH* in 8 counties No Most Most 1 OK** in local office for six counties OR , 2 CC s only, 4 in local offices PA local offices SC in state office TN , all but 1 stand alones TX** in standalone CC s Office locations No No No No No No Allows transfer to EBT No No No No No No UT virtual for state in staff homes, local offices and CC s Web referral and SNAP information NA HH calls in for interview

4 Year of Implementation Number & locations of Interactive voice response? Application Assistance? Screen for Schedule Interviews with local status of Return Calls made to local VA* in Norfolk No No No No VT regional office general, case status No No No WA 2000 I virtual statewide system in 6 regional call centers WV in north and south 2 regions each WI* , in 4 counties and 1 Statewide for SNAP HH w/o children Case status, appointmen t times, benefit amounts No No No information varies by Most Most Most Most *CC s administered by individual Counties **CC operates in part of State

5 Process Calls Answered by Eligibility workers? Process Initial Applications? Enter data from Send Requests for verification and/or verify with collateral contacts? Does CC conduct the Interview? Does the CC Determine AZ Most No No Not with Initial No No Apps CA* for the most some, part, varies by not all. CO* No No No No No No No CT No No No No DE No No No No No DC No No No No No FL GA No No No No ID General, No No No No No IN** Varies w/some or No No Send requests No No all handled by CC IA No No No No No MD 1 MA 1 2 No, MN* No No 1, 1 No NV Some No No No No No NY* OH* County 1 1 No No OK** No (based on No No No callers choice) OR No Most No No Most PA No No No No No SC No No No No No No TN 1 TX** No No No No No No

6 Process Calls Answered by Eligibility workers? Process Initial Applications? Enter data from Send Requests for verification and/or verify with collateral contacts? Does CC conduct the Interview? UT VA* No No No No No No VT No No No No WA No for SNAP No No No No WV WI* Does the CC Determine *CC s administered by individual Counties **CC operates in part of State

7 Can callers leave after hours messages? Recipient Complaints? Resolve Complaints or send alerts? Number of Staff in CC s Number of eligibility workers or operators Full SNAP training? Staff State, or private? AZ No 110 (230 before Est. 30 Varies State budget crises) CA*, but. County staff for most part, yes. Some CC staff don t routinely have SNAP calls so training is minimal. CO* No and Alerts 35 in 2 CC s 30 in 2 CC s No County CT 20 6 State DE 13 5 State w/ private temps. DC State FL No , in 1 abbreviated State w/private temps. GA call type ID No State w/private temps IN** Private IA No State MA No State MD* No No No 6 5 No County MN* in 1, 1 no but alerts 70 County Hennepin No in Olmstead NV No 24 agents 0 EW s State

8 Can callers leave after hours messages? Recipient Complaints? Resolve Complaints or send alerts? Number of Staff in CC s Number of eligibility workers or operators Full SNAP training? Staff State, or private? NY* No County OH* No All but 1 yes All but 1 yes Varies County OK** No and alerts State & University OR 230 State PA No State SC No 15 9 No State TN No State TX** No for State staff Private w/ State UT No 630 (36 teams) State VT No and alerts State VA* 25 7 for EW s County WA No % workers State WV No State WI* 102 County & State, 65 Contracted State, County and ESC private *CC s administered by individual Counties **CC operates in part of State

9 AZ Other Programs in TANF,, Child Care Is a translation service available and languages beyond Eng./Span. language line used and workers that speak an additional 6 languages Performance standards? Supervisors monitor calls? Tools available to CC staff beyond Fax, and State IMS Document Imaging and Data Matching CA* CO* CT DE DC FL TANF, SNAP, MC, some child care. Medical, TANF, Adult Financial & Financial GA, Child Care, TANF & TANF & Refugee Assistance, TANF & MA At a minimum, language line interpreters used for calls. No Some recording of calls, monitoring via reports or listening in on calls Document imaging in some counties. 1 yes No Document Imaging in 1, no in 1 No No Some offices have Data Matching No Overhear in workers cubes GA TANF & MA ID Child Care & None

10 IN** IA MA Other Programs in TANF & Disasters & Cash Assistance & Employment Services Is a translation service available and languages beyond Eng./Span. Performance standards? Supervisors monitor calls? and recorded ( handle time and 9 12 minutes) recorded, Haitian No Tools available to CC staff beyond Fax, and State IMS Document Imaging MD* None, Hindi, Punjabi No Data Matching MN* TANF, & varies by, Somali, Russian Arabic (Olmstead 24 hours to return calls) in Hennepin, No in Olmstead NV TANF, Child Care language line used Calls tracked for average speed to answer Data Matching NY* None Unknown OH* TANF & County in most counties in most counties Most counties have , some Data Matching OK** Child Care, TANF & OR Some TANF, Document Imaging (pilot) & Daycare PA LIHEAP, TANF No & SC TANF No

11 Other Programs in Is a translation service available and languages beyond Eng./Span. Performance standards? Supervisors monitor calls? Tools available to CC staff beyond Fax, and State IMS TN Tenncare, TANF & MA Track calls ()for average speed to answer TX** UT VT VA* Women s Health & GA, Child Care, SCHIP, TANF & Fuel Assistance & TANF & and recorded Establishing baseline Document Imaging, (less than 5 minute talk time ) No Document Imaging WA Child Care &, Russian Vietnamese, Somali, Cambodian, Mandarin WV No WI* Badger Care, Child Care & No except for 1 Document Imaging and Data Matching *CC s administered by individual Counties **CC operates in part of State