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Dear SSP and APD staff, and AAA partners,
To make sure we are equipped to meet Oregonians’ needs, we’re continually evaluating the size of our workforce and the types of positions we require in our Self-Sufficiency Programs (SSP), Office of Aging and People with Disabilities (APD) and Area Agency on Aging (AAA) offices, including our Virtual Eligibility Center (VEC) locations, so we can make requests to the Legislature for additional funding and positions.
Among our most important tools in gathering this information are discussions with staff in our local offices. This type of information gathering is crucial as the nature of our work is constantly evolving and the feedback collected provides insights into how workloads are changing, what processes are working and what processes need improvement.
To help ODHS leadership collect the information we need to assess our workload and staffing needs, we have partnered with North Highland, along with their partners Avvento Consulting and Change & Innovation Agency (C!A). The goal of this partnership is to develop a new combined workload model for staff who perform eligibility assessments within SSP, APD and AAAs. The new workload model will be used to determine funding requirements and staffing for eligibility positions across these programs.
Beginning next week, project team members from North Highland, Avvento Consulting and C!A will conduct virtual and in-person/on-site interviews with staff at various ODHS offices to hear from those most familiar with our eligibility processes. The project team includes former eligibility staff from different states who hold a deep appreciation for the work we do and the knowledge each of you have about the goals, culture and operating climate that shapes current operations and future opportunities. Their goals are to develop a workload model that best represents the time and effort it takes to accurately process applications, determinations and changes, and communicate with Oregonians over the phone and in-person. This workload model will allow us to better inform the Legislature on the type of positions and number of staff necessary to serve the volume of people requesting assistance now and in the future.
With demand for services at historic levels, your participation in these interviews is an integral part in ensuring we have the staffing required to meet the needs of Oregonians. We encourage those of you selected for these interviews to be fully open and honest when speaking to the project team. The project team is not completing any sort of scored review or audit of our operations, and none of the information gathered will be linked to any individuals. Your honest sharing of your experience within APD, SSP and AAAs will help their team gain the best insights into ODHS’ approach to eligibility determinations and managing/supporting our operations. Additionally, the project team will engage with policy and operational staff across ODHS, OHA, and our partners to understand how eligibility decisions, supports and information flows. This is part of a larger effort to document our current eligibility processes across Oregon and look for opportunities to better align program, policy, infrastructure, and supports with best practices. We encourage both central and local staff to discuss openly and honestly their feedback on processes, opportunities and struggles that you experience.
If you receive an invitation to an interview, please be sure to attend. Below are some important details.
Timing:
Interviews will begin Monday, October 31, and will continue through December 1, 2022
Who will be Interviewed:
- Eligibility staff in APD, SSP and AAAs including VEC locations
- Staff who work centrally with policy and programs in support of local staff and implementing policy.
- Staff will receive a meeting invitation if they are selected for an interview
How the data will be used:
The interview results will be compiled and made anonymous; no managers, supervisors or anyone in leadership will have access to which staff provided any specific piece of feedback.
If you need more information, or have concerns about the interview process, please talk to your supervisor.
We appreciate your help in ensuring this process is effective. Thank you for everything you do to ensure that ODHS programs are successful in meeting the needs of Oregonians.
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