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April 30, 2024

Proactive measures net results

Earlier this month Oregon Department of Human Services (ODHS) Director Fariborz Pakseresht and I were honored to attend the 2024 Financial Resilience Summit in Washington, D.C. The Aspen Institute hosted the event which brought together leaders from across the country to share innovative ideas to improve public service delivery.

Before the summit, we highlighted several ways we are improving outcomes for the people we serve. We're proud to report that more than 90 percent of Oregon’s 1.5 million medical renewals are complete. Of those, 4 out of 5 people are keeping their Oregon Health Plan (OHP) or other Medicaid benefits. The state’s 81.8 percent renewal rate is one of the highest in the nation, according to KFF.

These positive outcomes stem from proactive measures we have taken. Still, we know there is more to do.

Making timely and accurate determinations

OEP Director Nate Singer wrote, "Making timely and accurate eligibility determinations is critical to our mission." Reporting information about income is an area to focus on for people processing applications. 

The OEP Quality Assurance team has Skills Challenges employees can take to sharpen their abilities. Encourage your staff to take one or all of these courses. Topics include annual income, when to include income and verification.

Summer EBT food benefits webpages now live

Summer EBT is a new program to help families buy food for their children during the summer break from school. Starting in Summer 2024, families will get $120 for each eligible child to buy groceries during the summer months.  Webpages in English and Spanish are now available with answers to common questions about the new food benefit program. Around 294,000 children in Oregon may be eligible for Summer EBT.

OSCC survey results series coming in May

The OpenScape Contact Center (OSCC) support team is planning a series of updates about our recent migration survey results. Beginning in May, we'll feature an OSCC infographic right here in the ONE Weekly Update that will highlight a common question or topic. 

We want to know if the tool is helpful. Share your feedback with your local Change Leader.

NoteBuddy updated

NoteBuddy is an application eligibility workers use to take case notes in the ONE Eligibility system. Recently the Business Operations Analyst Team (BOAT) made updates to NoteBuddy. Features include increased readability and functionality, bringing in two new requested task types, along with additional program reminders for Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF). NoteBuddy is a powerful customer service support tool and eligibility workers are highly encouraged to use it.

The goal is to enhance usability and provide more options for staff to effectively manage case notes. Be sure to bookmark the NoteBuddy Update page. The Quality Support Team (QST) will post future updates there. 

VEC workgroup introduces new suite of resource guides

In January, the Oregon Eligibility Partnership (OEP) project management team invited representatives from all Virtual Eligibility Center (VEC) locations to join a VEC process review workgroup. On February 20, the team met for the first time and since then, this diverse group has been working to improve and streamline processes to support VEC staff statewide.

Reference guides

Translations Eligibility Guide: Includes updates to the Russian translation based on staff feedback.

Transmittals

OEP-IM-24-014: The ODHS 0221Med form was revised and there is a new process to use it with ONE. APD-AR-24-016: Eligibility criteria for the Senior Farm Direct Nutrition Program.

Operational impacts

Interim and temporary business processes IBP 24-008: ERDC citizen children are being incorrectly denied

News and reminders

Plain language review recording now available WAHONE presents a Missing and Murdered Indigenous Women and People Awareness event May 18

Data poster

Be sure to download this week's data poster.

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Resources

Bookmark these Oregon Eligibility Partnership (OEP) resources for quick reference.