Incoming task volumes remain higher than our processed tasks for this week as we continue through Open Enrollment and the holiday season. We saw a spike in completed tasks on Monday, Dec. 12, 2022, due to a data fix. We also saw incoming phone calls increase in the Eligibility and Applicant Portal queues, but workers were able to reduce wait times in all queues over the prior week. Great job everyone!
The ONE Weekly Update will not be published the week of December 26. Other notifications or messages will be sent from the ONE.Communications email account as needed. We will resume regularly scheduled ONE Weekly Updates Jan. 3, 2023. Thank you for everything you do and happy holidays!
A known ONE system issue on the Case Summary screen is displaying two Case Managers (CM) rather than only one per individual or prime identifier type. The case is assigned to the correct CM but ONE is displaying both the current and prior CMs on the Case Summary screen. Cases should otherwise process as expected. A system update is planned for the January 4, 2023 build and a data fix is being analyzed to see if action can occur prior. Staff do not need to file CA tickets for this issue since it’s currently being tracked and monitored.
Best practice after each system build is to sign out of ONE and clear the browser’s cache. Follow this How to Clear Cache and Cookies in Microsoft Chromium Edge or watch the video demonstration to learn how to clear your cache. If you’re using Microsoft Edge, you can sign out of ONE and press the Ctrl+Shift+Delete keys all at the same time. A “Clear browsing data” window will appear; select “Clear Now”.
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The Email Communication Hub for Oregon (ECHO) project has been put on pause. It will be revisited in the summer of 2023.
The ECHO project team has been working diligently to pursue a system design that will best meet the needs of staff and with considerations for the amount of change staff are experiencing. With this pause, we expect to address system functionality concerns and ensure full resolution before rollout to staff. More information will be shared when it is available.
Thank you for your patience!
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When a financial institution is added to the liquid resource screen with the “Financial Institution Not Available Through ONE” radio button selected, ONE will not add this financial institution to the AVS request to be searched as a known account. This means there is no guarantee that account information will be returned, which may cause delays in processing, and the need to correct the financial institution record and resubmit AVS.
Confirm that any financial institutions are added using the look-up feature and that the “Financial Institution Not Available Through ONE” radio button is not selected. This will ensure the financial institution is added to any future AVS requests as a known account and searched correctly.
 More information is available in the Medical Asset Check via AVS QRG.
As we continue to improve the utilization of staff contribution data, we have officially started workgroup sessions effective December 1, 2022. Regular reporting of staff contribution data helps inform decisions around the work directly supporting authorization of benefits, allows consistent improvements in the work and supports a holistic understanding of our collective capacity as a statewide workforce.
The workgroup consists of staff representation from APD, SSP, Type B-AAA, VEC (virtual eligibility centers) and Oregon Eligibility Partnership (OEP). It includes staff members, managers, and policy analysts. The group’s vision is to develop clear, trustworthy, and accessible processes and tools that will effectively support use of staff contribution data. This workgroup will continue to meet throughout the remainder of 2022 and well into 2023 to ensure that the group’s vision is met and adapted as needed.
Oregon Eligibility Partnership’s (OEP) Service Delivery Support (SDS) is happy to report Doug Wilkinson, Renee Mackey, Chantal Pruett and Dawn Laroche have completed their training and are now operating as the new Workflow Team. Please contact them for any workflow or work allocation items. The team can be reached at: vec.workflow@odhsoha.oregon.gov
The Workflow Team extends its thanks to the Data Team for all its training and support.
All ODHS staff are automatically signed up for ODHS Everbridge accounts. The Office of Health, Safety and Employee Well-being (OHSE) uses ODHS Everbridge to notify staff of office curtailments or closure. When you log into your Everbridge account you can sign up to receive notices for specific offices. Since ONE is a statewide system with a statewide caseload, it may be helpful to sign up for all ODHS offices, so you know what is happening statewide. This system can be helpful when referring people to an office who you may be serving outside your local area. Questions about ODHS Everbridge can be directed to Safety.HealthWellness@odhsoha.oregon.gov
Click here to view all previous Myth Busters, Huddle topics and Reminders, and Quick Tips available on OWL through the Troubleshooting Page.
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