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Huddle Topics and Reminders

• ONE Contact Center Project update
• Oregon State Hospital cases need to be processed by 5510
• Operational Impacts Project Team is looking for advisory group members
• 2023 Oregon Eligibility Partnership (OEP) Regionals continue
• More updates for the OregONEligibility OWL web pages
• Resources: Quick tip to improve accuracy and this week's data poster

ONE Contact Center Project update

ONE Customer Service Center migrates to new platform this weekend

The Oregon Department of Human Services (ODHS) ONE Customer Service Center will start to transition to the new OpenScape Contact Center. Virtual Eligibility Center (VEC) staff will be using and adjusting to the new phone software starting August 21.

To prepare for this, a temporary change to the general eligibility phone queue has been implemented. From August 14 until close of business Aug. 25, 2023, people calling the ONE Customer Service Center may receive a message to call back at another time without the option to wait on hold.

Staff should expect higher wait times for all phone queues as we transition to the new software. Local offices may have an increase in visits and phone calls during this time from people who are unable to connect to the general eligibility line. Staff should continue to offer all alternative service options found on page 3 of the Customer Service Desk Guide to help people receive service.

PH Tech will continue to answer general questions and will also provide callers with all the alternative service options to help reduce call traffic and help assist people during this temporary system change.

The Applicant Portal Tech Team and other phone lines within the ONE Customer Service Center may experience higher wait times during this change.

All Store Front Office (SFO) staff, Aging and People with Disabilities (APD), Self-Sufficiency Program (SSP), and Area Agencies on Aging (AAA) staff who make outbound calls using the contact center system will migrate to the new platform in a future phase.

ONE Customer Service Center phone tree will change August 21

The new order of the main menu is available in the phone tree diagram and will be activated on Aug. 21, 2023.

If you have questions about the project, please connect with your manager or change leader. To review previously asked questions and answers, review the ONE Contact Center Project Questions Dashboard. Updates will continue as we have information.

Oregon State Hospital cases need to be processed by 5510

The Central Coordination Unit (CCU) branch 5510 has noticed cases that need to be processed by the CCU are being processed by statewide eligibility staff. Only the CCU branch 5510 processes Oregon State Hospital cases. Staff who encounter an Oregon State Hospital case need to email 5510APD.Financial@odhs.oregon.gov for guidance.

Operational Impacts Project Team is looking for advisory group members

The Oregon Eligibility Partnership’s (OEP) Operational Impacts Project Team is recruiting for advisory group members. This workgroup is committed to creating a page on the OWL that will communicate real-time information about system-related issues that impact operations. Information would include system downtime notices, outages and more. This group will also work to establish a sustainable process for the continuous maintenance of the OWL page. The team would like your help creating a page that works for you.

Desired attributes for advisory group members: 

• Knowledge or experience using Oregon Department of Human Services (ODHS) systems and resources like the ONE system, OWL sites, Eligibility Transformation Operational Processes (ETOPs), Quick Reference Guides (QRGs) and more
• Enjoys helping others understand system updates and troubleshooting ONE 
• Ability to understand and adapt to diverse communication styles
• Excited to learn new technology 
• Interest or experience in web design is preferred but not required

The Operational Impacts project team is dedicated to diversifying advisory member knowledge and experience. We hope to gain knowledge from different districts, offices and positions across the agency including:

• Eligibility Workers
• Support Staff
• Lead Workers
• Family Coaches
• Case Managers 
• SEIU Union Representatives
• Area Agencies on Aging (AAA)
• Aging and People with Disabilities (APD)
• Self-Sufficiency Program (SSP)
• Store Front Offices (SFO) and the Virtual Eligibility Center (VEC)

If you are interested in becoming an Advisory Group member, please receive your manager’s approval and complete the form by Aug. 25, 2023, to be considered.

2023 Oregon Eligibility Partnership (OEP) Regionals continue

The Oregon Eligibility Partnership (OEP) Regionals are continuing after a great first week. These sessions focus on eligibility work but are available for all staff from Aging and People with Disabilities (APD), Self-Sufficiency Program (SSP) and Area Agencies on Aging (AAA). This week, District 12 in Pendleton hosts two Zoom sessions Tuesday, Aug. 15, 2023, one in the morning and another in the afternoon. Then on Thursday, Aug. 16, 2023, District 9 in The Dalles hosts two Zoom sessions, one in the morning and another in the afternoon. 

Find out when the OEP Regionals visit your district by reviewing the 2023 district schedule.

Two session times are offered for every district and the same schedule is available for all regional sessions. Review the 2023 OEP Regionals session schedule to find out when each topic is discussed.

Attendance to the OEP Regionals is highly encouraged by leadership. Coordinate with your manager to make sure you can attend at least one session.

More updates for the OregONEligibility OWL web pages

The OregONEligibility OWL page has been updated with additional ABAWD links and tools. You can find these resources by navigating to the Resources by Programs page for SNAP, or Resources by User Roles: Eligibility Worker and selecting the SNAP Employment & Training (ABAWD & Work Registration) drop down menu.

There is an additional Analyst Hour Resources tab on both the SNAP and Medical page where you can view resources from past meetings such as Q&A documents, recordings, and PowerPoint slides. August will be the first month the SNAP Chat and Medical recordings will be available if you missed the meeting.

A video has been created to help you understand the different navigation improvements and enhancements of the site. View the infographic for more information.   

Resources: Quick tip to improve accuracy and this week's data poster

New resources this week: The Quality Assurance (QA) team reviews several cases from all programs to identify common error trends for each program. To help reduce error rates identified in recent monthly reports, the QA team created some quick tips to improve accuracy for cases. Download this week's data poster and bookmark the OWL pages for troubleshooting and current processes.