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abarrus County
Department of Human
Services’ clients were
frustrated by a con-
fusing lobby and long
waits, which had a ripple
effect on the agency’s
efficiency and service delivery. The
department redesigned its lobby,
upgraded technology, and modernized
business processes to reduce client and
caseworker frustration and process
applications for services much faster.
Walking into Cabarrus County
Department of Human Services
(CCDHS) is like night and day for
people who need economic assistance.
Before a recent business process
overhaul and modernization of the
lobby, clients often waited in long, con-
fusing lines. They were frustrated, as
were the caseworkers trying to help.
To improve service delivery, the
agency redesigned the lobby, updated
its appointment management software,
and modernized business processes to
provide services more holistically and
more quickly to clients.
Where Did Things
GoWrong?
The department was performing
well until the economic downturn
hit. From 2008 to 2013, the number
of Cabarrus County residents eligible
for Medicaid increased by 33 percent.
The number of residents eligible for
food and nutrition services increased
by 62 percent.
The agency also faced many of the
same pressures as other agencies
across North Carolina and the country:
�
An influx of clients seeking Medicaid
through the Affordable Care Act
�
Adjusting to the new case man-
agement system, NC FAST, which
initially created a backlog as workers
learned to enter applications and
recertifications
�
High caseloads during traditionally
busy times, including Thanksgiving,
the end of the school year, and crisis
and energy assistance seasons
The agency worked hard to keep
up with the volume of clients, but
inadvertently neglected to keep
existing business processes and tech-
nology updated. The agency reverted
to manual processes that only exac-
erbated the problem in the lobby and
throughout the organization.
To manage the overloaded lobby,
the department added a DMV type of
ticketing system, requiring every client
to take a ticket and see a front desk
worker whether the client was there for
a scheduled appointment, walking in,
dropping off documents, or making a
simple change in name or address.
For walk-ins, the agency bypassed
a built-in round-robin feature in the
appointment management software that
automatically distributes clients to case-
workers based on availability, as defined
by automated business rules established
by the agency. Instead, a clerical worker
manually assigned each client.
HowDid They Turn
Things Around?
CCDHS partnered with Northwoods
to do a Health Check, where
C
Policy&Practice
August 2016
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