Blake Shaw

Using data to help redetermine Medicaid Eligibility
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Using data to help redetermine Medicaid Eligibility

Using data to help redetermine Medicaid Eligibility

Capacity is a central concern for Medicaid agencies across the country as they redetermine coverage. The first step towards addressing this is to reduce the workload through ex parte resolutions. However, to truly empower the agency's workforce, it is crucial to equip them with the right tools and eliminate the need to search through multiple systems. While various data options exist, the key lies in proper curation - how we utilize, serve, and refine the data. By doing so, we unlock the full capacity of our existing workforce.

By Blake Shaw|September 2023|Categories: Business Process Redesign, PHE Unwinding|Tags: Blake Shaw, Capacity, Capacity Crisis, ex parte rates, Government, Human Services, Medicaid, No Touch Eligibility, PHE Unwinding, Public Health Emergency, Redeterminations, Workload|

Back to the Basics: Proven Approach to Identify, Tackle and Overcome Backlog
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Back to the Basics: Proven Approach to Identify, Tackle and Overcome Backlog

Back to the Basics: Proven Approach to Identify, Tackle and Overcome Backlog

To effectively prepare for, navigate, and manage redetermination and associated program backlogs that will undoubtedly develop in the coming weeks and months as agencies unwind PHE, here are five critical steps agencies can take.

By Blake Shaw|June 2023|Categories: Business Process Redesign, PHE Unwinding|Tags: Backlog, Blake Shaw, Capacity, Capacity Crisis, Data, Eligibility Workers, Government, Insights, Measures, Medicaid, Pandemic, PHE, PHE Unwinding, Public Health Emergency, Public Health Emergency unwinding, Redetermination, Results, Safety net programs, Staffing shortage, Technology, Workload|

How Will Your Child Welfare System Stack Up Against the Laws of Gravity
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How Will Your Child Welfare System Stack Up Against the Laws of Gravity

How Will Your Child Welfare System Stack Up Against the Laws of Gravity

Our child welfare systems can feel like we are in a game of Jenga. We are attempting to grow and expand our systems by moving pieces one by one - while stretching our limited capacity. But with each move, the entire system risks collapse, particularly with worker shortages.

By Sean Toole|May 2023|Categories: Business Process Redesign, Innovation, Social Worker Staffing Shortages|Tags: Accountability, Accountability System, Accountable, Accuracy, Administrative Burden, Adoption, Analytics, Andi West, Assessment, Authoritative Data, Automation, Backlog, Batches, Benefits, Bill Bott, Blake Shaw, Bottlenecks, BPR, Broken System, Business Process Redesign, Call Center, Capacity, Capacity Crisis, Case flow, Case management, Case Manager, Caseflow, Caseloads, Caseworker, CCWIS, Change, Change Agent, Change Management, Child Abuse, Child Abuse Prevention Month, Child Protection, Child Welfare, Child welfare agencies, Children and Families, Children in Care, Churn, CIO, City, CMS, Constraint, Continuous Coverage, Continuous Enrollment, Continuous Improvement, County, COVID-19, Customer, Customer Satisfaction, Customer Service, CYA, Dashboard, Data, Do Good, Do more good, Documentation, Efficiencies, Efficient, Eligibility life cycle, Eligibility Systems, Eligibility Workers, Employees, Engagement, Enrollment, Extreme Government Makeover, Failure Demand, Family First, Family First Prevention Services Act, FFPSA, First Contact Resolution, Flow, Flow of Work, Foster Care, Foster care licensing, Foster Family, Governing, Government, Healthcare Exchange, Human Services, Human services agencies, Human-Centered Design, Idaho, Improvement, Increase Capacity, Innovate, Innovation, Insights, Investigations, IT, Job satisfaction, Keep Kids Safe, Ken Miller, Laura Tibbets, Leader, Leadership, Lean, Manage, Management, Manager, Managers, Measures, Measuring for Results, Medicaid, Metrics, Michael Jones, Modernize, No Touch Eligibility, Normal, Normal Operations, Outcomes, Pandemic, Parent Engagement, Passion, Peak Performance, Performance, Performance Management, Permanency, PHE, PHE Unwinding, Pipes, Post-pandemic, Prevention services, Process, Process Improvement, Process Management, Process redesign, Public, Public Assistance, Public Health Emergency, Public Health Emergency unwinding, Public Servant, Public Service, Quality, Radical, Radical Change, Real-time data, Recovery, Redesign process, Redetermination, Remote, Remote Workforce, Removal, Results, Reunification, Rework, Saas, Safety ass, Safety decision, Safety net programs, Safety nets, Same-day Determination, Scorecard, Sean Toole, Service Delivery, Smart process, SNAP, Social safety net, Social Worker shortage, Social workers, Staffing shortage, State, Streamline, Supervise, Supervisor, Supervisors, System, TANF, Technology, Thought Leadership, Thriving Families, Transform, Transformation, Turnover, Unsafe, Unwinding, Virtual Court Hearings, Virtual hearings, Virtual Meetings, Virtual Office, Virtual Workforce, Visibility, We Don't Make Widgets, Widget, Work-life bala, Workers, Workflow, Workforce, Working Remotely, Workload|

Never Get Behind Again: Old Thinking Through a New Lens
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Never Get Behind Again: Old Thinking Through a New Lens

Never Get Behind Again: Old Thinking Through a New Lens

Break free of backlog by focusing on one-day timeliness.

By Wayne Salter, Blake Shaw|April 2017|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Backlog, Blake Shaw, Call Centers, Capacity, Customer, Data, Efficient, First Contact Resolution, Government, Human Services, Increase Capacity, Medicaid, Public Assistance, SNAP, Technology, Thought Leadership|

One and Done: The Strategy and Measures You Need to Make Your Call Center Work
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One and Done: The Strategy and Measures You Need to Make Your Call Center Work

One and Done: The Strategy and Measures You Need to Make Your Call Center Work

In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]

By Blake Shaw, Michael Wisehart|February 2016|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Blake Shaw, Call Centers, Capacity, Customer, Customer Service, First Contact Resolution, Government, Human Services, Increase Capacity, Measures, Medicaid, Process, Public Assistance, SNAP, Thought Leadership|

Process Management – They Speak for Themselves
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Process Management – They Speak for Themselves

Process Management – They Speak for Themselves

There have been many questions from program administrators on process management work at a time when state agency capacities remain stagnant while demand for public assistance continues to increase.