Transcript Partner - Florida Department of Economic Opportunity

ACCESS Florida
& Community
Partnerships
Public Forum for Local Partners
(insert date of forum)
Jeb Bush
Governor
Lucy D. Hadi
Secretary
Agenda

Program Information

DCF Zone Demographics

ACCESS Florida Background

The Old & New Public Assistance Business Model

DCF and Community Partner Roles

Partnership Agreements

Questions
4/13/05
2
What is
Economic Self Sufficiency (ESS)?

DCF program responsible for public assistance
eligibility determinations:
 Food
Stamps
 Temporary
Cash Assistance
 Medicaid
 Refugee Assistance
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What is ACCESS Florida?


4/13/05
ACCESS Florida is the ESS
project to implement a
modernized business model for
public assistance service delivery.
The goal is a more responsive
and cost effective model for
delivering public assistance
services in Florida using:
ACCESS Florida

Automated

Community

Connection to

Economic

Enhanced technology,

Self

Streamlined eligibility processes,
and

Sufficiency

Community partnerships.
4
Miami Zone Demographics

Counties in Zone


Dade
Monroe


Clients Served: 463,715
Caseload

Food Stamp households: 174,406
 TANF families: 11,511
 Medicaid clients: 261,700
Source: ESS Data & Reports as of 3/05
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Comparison of Old System and
Modernized System
Old




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Services only available at
ESS offices.
Long waits for customers in
crowded offices.
Lengthy interview with ESS
worker completing data entry.
Mountains of files and paperintensive process for
customers and staff.
New




Services available at many
community access points – DCF
and community partner sites.
Fast, convenient service in
community settings.
Assisted customer self-service
available by phone or internet.
Paperless environment using
digital document management.
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Eligibility Model before
Modernization
DCF
Food Stamps,
Medicaid,
TANF (AFDC)
EBT
Return for
appointment
Interview via
FLORIDA System
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Community Partnership Model
Customer Access Opportunities
DCF Customer
Service Centers or
Satellite Offices
Community
Partners
Customer Service Center
“back office”
 Case Maintenance
Center
 Customer Call Center
for changes
 Front-End Fraud
 KidCare/Silver Saver
Processing Centers
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Eligibility functions are being
delivered by agency staff.
Customer Call Center
for Information
Enhanced Technology
 Automated ACCESS Information Line
system
 Web Application
 Document Management

 Virtual case records and
verification document
 Scanning and indexing
 Centralized Mail Centers
Back-end support services provide
some opportunities for outsourcing.
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Technology &
the Modernized Model

The Department is implementing efficiencies
using the following technologies:

Automated ACCESS Information Line: Provides
automated phone service for customers, including
benefit information and case status.



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Note: Future enhancements will allow customers to complete
some eligibility actions using the Automated ACCESS
Information Line service.
Web Application – Customers are able to apply
using the internet www.myflorida.com/accessflorida
Improved Document Management of case file
information using digital scanning technology.
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ACCESS Florida Customer Call Centers (CCC)
& Automated ACCESS Information Line

t
t
J
North Florida Automated ACCESS
Information Line: 03/21/05
Central Florida Automated ACCESS
Information Line: 4/29/05


r
e
DCF Customer Call Centers
 Jacksonville
 Tampa
 Miami
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
South Florida Automated ACCESS
Information Line: 4/15/05
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Multiple Access Opportunities
Community
Partners
Internet
Web Application
Fax
Customer Call
Center
Automated
ACCESS
Information Line
DCF Customer
Service Centers
(Satellite Offices)

Mail
Community Partnerships offer a significant opportunity to enhance
service delivery; however, the following access options will remain:

DCF Offices configured as Customer Service Centers / Satellite Offices
 Customer Call Centers / Automated ACCESS Information Line system
 Web Application
 Application Mail-Ins

The number of DCF storefronts will be dependent upon:

4/13/05
Scope of the Community Partnership, and
 The number of complex cases with hard-to-serve customers.
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Community Partners & New
Terminology

Community Partner – A public or private agency that
provides an access point for customers to apply for
public assistance.

ACCESS Partnership Agreements – The agreement
between a community partner and DCF that defines the
degree of support the partner will provide in the
community.

ACCESS Partnership Levels – Designation that defines
the scope of service and degree of investment a partner
offers in serving as an access point.
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Examples of Community
Partners
Timeline for Establishing
Partnerships

Workforce One Stops

County Public Health Units

Identify partners

Hospitals

Agree on scope of services

Food Banks

Execute Agreements

Aging Resource Centers

Develop implementation plans

Community Centers


Faith-Based Organizations
Market new model and access locations to
key stakeholders

Homeless Organizations

Public Schools

Social Services

Domestic Violence Centers

Libraries

Independent Living Centers


Establish initial network by 06/30/05
Fully implement network by 12/31/05

Transition to Community Partners for “Front
Door” access

Offer opportunities for more robust partner
services such as data collection, etc.

Continue to improve and expand network
Partnerships & Liability
• DCF remains the designated state agency to determine eligibility for program services and
benefits, and retains liability associated with these functions.
• Partner Agencies would be liable for accidents or injuries that occur at their site(s).
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Other Partnership Information

Participation in Community Partnership is voluntary.

Participation offers the Department and community
organizations the opportunity to improve service delivery
to mutual customers.

Scope of services is limited to providing access for
customers wishing to apply for public assistance.

A limited amount of reinvestment dollars will be allocated
to each district for investment in Community
Partnerships.
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Benefits to Community Partners


On-site application for public assistance

Improves potential that customers will complete application
process.

Allows customers to seek benefits to meet more of their needs.
Social Service Agencies & Food Banks


Reduce the number of customers who return for food or other
services from local agencies.
Medical Providers
4/13/05

Improves potential that patient will have Medicaid coverage for
future medical needs.

Medicaid eligibility allows patients to see a physician for regular
treatment and obtain prescribed medications.

Reduce delay in eligibility determination and allow billing to occur
sooner for patients determined eligible for Medicaid.
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What Partners Can Expect from DCF

Continued Safety Net in the community via ESS storefront operations;

A Partnership Agreement that will allow the partner to specify scope of
services to be provided at the partner’s site(s);

Information on current and potential number of mutual ESS customers;

Training – initial and ongoing;

Program support;

Direct or Indirect funding if agreed to in the partnership agreement;

Marketing and communication efforts to educate customers;

Customer feedback; and

Single point of contact for ongoing communication and issue resolution.

4/13/05
(if there is an e-mail account established by zone/district to receive partner
communications insert here; or name and/or phone number of contact)
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What is Expected from Voluntary
Community Partners







4/13/05
Partners will designate a level of service they are
comfortable providing.
Partners will provide services as agreed upon in
Partnership Agreement.
Partners will safeguard customer information.
Partners will take advantage of training initiatives.
Partners will work with DCF to identify opportunities for
service quality improvement.
Partners will use funding/resources as agreed to in the
Partnership Agreement.
Partners will designate a point of contact for DCF.
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Community Partners are not
required to:

“Advertise” to the general community as a site
for public assistance applications.

Determine eligibility for public assistance.

Screen public assistance applicants for potential
eligibility.
 The
partner only acts to assist the customer in
submitting their application to the Department.
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Community Partner ACCESS Levels
Level is designated in each Partnership Agreement

Partner Level


Paper application pick-up point
Bronze Level – Partner Level plus

Access to computers to apply for assistance on-line
 Access to telephone to call DCF Customer Call Center / Automated
ACCESS Information Line (1-866-76-ACCESS or 1-866-762-2237)

Silver Level – Bronze Level plus

Paper application drop-off point
 Access to printer to print application summary from web application
 Verify identity of applicant

Gold Level – Silver Level plus

Access to fax machine to fax DCF application and/or other required
documentation
 Access to copy machine to copy required documentation for DCF
 Provide general assistance in explaining the application process
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Questions
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