Data Poster for the week of Feb. 12, 2023.
We had another outstanding week of processing tasks. This is the fifth week in a row that more tasks were processed than received! For each day last week, staff processed more tasks than received. This is outstanding work by everyone and is helping reduce the volume of our outstanding tasks. Thank you for all your hard work!
More people are being successfully opted-in to receive text messages from ODHS via the ONE system! These messages are an addition to paper and mail notices and provide general reminders about medical, food, cash and child care benefits. Approximately 30,000 eligible individuals are being enrolled to receive text messages each day. There are only three types of messages being sent right now:
- Opt-in confirmation message
- HELP response
- STOP response
Text messages from ODHS will only be sent by one five-digit code, 46982. Staff should encourage individuals to have their most up to date contact information and ensure that their language preferences are updated. At this time these messages will be available in English and Spanish and will send in the individual’s indicated preferred written language. If the preferred written language is anything other than English or Spanish, these notifications will be sent in English.
Staff can continue to help people access these notifications and maintain the benefits they qualify for by:
- Encouraging individuals to create online accounts in the ONE Eligibility system and checking the box to receive text messages from the Oregon Department of Human Services (ODHS). Note that this preference can also be updated in Worker Portal.
- Reminding individuals about the importance of keeping contact information up to date
- Ensuring that they know that text message reminders will never ask for money, personal information such as social security numbers or passwords.
- Assuring them that text messages will never be sent to people applying for or with Temporary Assistance for Domestic Violence Survivor cases.
- Reminding people they can opt out of text messages at any time.
- Let people know that they can update their preferred written language in the ONE Eligibility system on the Case Contact Information screen.
Further messaging options will become available starting at the end of February. Future messaging options include appointment reminders, requests for information and renewal reminders.
ODHS and OHA have contracted with Performance Health Technology (PH Tech) to provide additional customer service for the next few years. This will help during the unwinding of the COVID-19 Public Health Emergency (PHE), The team will support the phase out of the medical continuous coverage Requirement, the re-introduction of acting on non-response to Oregon Health Plan renewals into ODHS operations, and to continue supporting the stabilization of the ONE Customer Service Center.
What does PH Tech do?
PH Tech is providing additional call center support for the ONE Customer Service Center. Its biggest role is to be the initial level of call triage by helping with basic questions, providing access to resources and helping individuals get access to local support as needed. When an individual has eligibility-related questions or requires an interview, the call is transferred to the VEC.
We help in three phone queues right now:
- General Eligibility Intake calls
- Scheduling calls
- General Questions calls
Pilot project:
PH Tech has a small team using Applicant Portal to help people apply for some benefits over the phone. PH Tech staff can complete an application in the Applicant Portal with an individual over the phone through the General Eligibility Intake Queue. This is a very small part of the workload right now and will be evaluated to assess its success and usefulness in the overall customer service experience. PH Tech does not perform any eligibility in the data collection process.
Processing Non-eligibility updates:
PH Tech has a team working on contact information updates that are submitted by the Coordinated Care Organizations (CCOs). The goal is to get as many addresses and demographic information up to date to help make the renewal process work as smooth as possible.
What PH Tech doesn’t do:
PH Tech does not do eligibility. The goal is for PH Tech to help with as many non-eligibility issues over the phone as it can and leave the eligibility to the appropriate teams.
Feedback:
PH Tech welcomes feedback, both constructive and complimentary. The PH Tech team’s aim is to be a supplemental customer service partner and provide relief in as many areas as appropriate. PH Tech team members try to leave excellent case notes, but know they are always learning and need your help to improve. If you have feedback for the PH Tech teams, please provide it to your leads and managers and they will get that feedback to the team. Together we can help make the OHP member and benefit recipient experience even better!
All notices informing SNAP households that EA payments are ending in February 2023 have been mailed.
Updates on communication activities for the end of the SNAP emergency allotment (EA) program will continue to be provided in the ONE Weekly Update and Bee in the Know.
View all SNAP EA communications, information and resources released and published to date on the SNAP EA OWL page.
Click here to view all previous Myth Busters, Huddle topics and Reminders, and Quick Tips available on OWL through the Troubleshooting Page.
|
