Day 2, Session 2, Track B

“Provider Rollout”

Je’Annine O’Malley, RN, MSN, CMS Gilbert Mendoza (NM)

Mary Gabay, CNA James Joslin (OK)

Jane Urbanovsky (AK)

National Background Check Program Annual Training, May 2015

Session Overview

An important milestone in the implementation of a State’s NBCP program is the initial rollout of the background check system to provider users.

States employ different approaches to the initial rollout of their program to providers.

In this panel, selected NBCP States will discuss their rollout strategy, lessons learned, and best practices in provider rollout.

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National Background Check Program Annual Training, May 2015

Panel Participants

Moderator:

Mary Gabay, CNA State Liaison

State Participants:

Jane Urbanovsky – Alaska Department of Health and Social

Services

Gilbert Mendoza – New Mexico Department of Health

James Joslin – Oklahoma Department of Health

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National Background Check Program Annual Training, May 2015

In This Session

Brief description of each State’s grant goals, age of program, date of initial provider rollout

Strategy for provider rollout:

Unique characteristics of the State taken into account

Approach to rollout activities:

Setting up user accounts

Training providers on how to use the system

Providing user support.

Highlight lessons learned – what States would not do again or do differently and why

Highlight best practices – what States most recommend to others.

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New Alaska Background Check System (NABCS)

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NABCS, continued

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What would we do again?

Face-to-face trainings

User guides

Migration of current data

Project Manager with a balance of IT knowledge/understanding and program processes/requirements

Partnership with State IT group during development.

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What would we do differently?

Better test plans for development testing

More interactive system guides or videos

Short, topic-specific videos for self-instruction

Follow-up face-to-face trainings

Better plan for authenticating user accounts prior to date of implementation

Dedicated group to provide assistance to users.

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Questions?

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Karen Benson Program Manager DHSS/DHCS Background Check Program 4601 Business Park Blvd., Bldg. K Anchorage, AK 99503 (907) 269-5258 Karen.benson@alaska.gov

New Mexico: Caregivers Criminal

History Screening Program

Provider Rollout and Training

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Presented by:

Gilbert Mendoza, Manager

NM Department of Health (DOH)

Caregivers Criminal History Screening Program (CCHSP)

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Rollout Strategy

• Identified providers with highest annual volume of screening submission as priority

• Grouped priority users by location – Albuquerque, Santa Fe, and Las Cruces were identified

as having the highest volume

• Conducted 60 trainings in first training block (9 weeks); created more than 700 user accounts.

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Training Plan

• Created multiple training teams – Allowed CCHSP to offer simultaneous trainings in

different locations

– Two training sessions per day, morning and afternoon • 2.5–3 hours per training session

– Secured training lab locations around the State

– Provided hands-on training using test database.

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Training Plan/User Accounts

• Train the Trainer approach – Trained providers who train other users within their

organization(s)

• CCHSP creates and maintains control of all user accounts – Provider users must complete training before they are

given access.

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Training Plan Phases

• Phase I Training – First 9 weeks, train high-volume providers, concentrate on major cities

• Phase II Training – Second 10 weeks, expand locations to include outlying cities and towns around the State

• Phase III Training – Ongoing training for new employees, refresher training, etc.

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Training “Recipe”: Step 1

• Overview of advantages and benefits: – No more ink

– Faster results

– Email notifications; postage savings

– Free reprints

– No fingerprinting of eligible applicants

– Rap back.

• Bottom line: Increased security for providers, staff, and clients.

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Training “Recipe”: Step 2

• Demo system by entering an application while providers watch

– Explain each of the 5 easy steps.

• Enter another application while providers watch

– No explanation

– Providers watch and see how quick and easy it is.

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Training “Recipe”: Step 3

• Let users enter 2-3 applications

• Randomly select one or more of the trainees to come up front and demo the application entry process to the rest of the class

• Let users poke around the system, run reports, look up applicants, review letters, ask questions etc.

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New Payment Process

• Explain the new payment process using the fingerprint vendor website

– Setting up their user accounts

– Paying for fingerprints

– Finding live scan locations closest to them

– Q & A.

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Challenges and Solutions

• Rollout and training during the holidays

• Winter weather and training location consideration

• Mass training thinned staff

• How much time to allow for training?

• Encountered more confusion regarding the new payment process than originally anticipated.

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Best Practices

• Locate available training State labs with good Internet connection speed and latest version of Explorer software

• Training guides and step-by-step training aides in a help file

• First line of support and volume of calls

• Training invitations should be sent out in several small batches instead of all at once.

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O∙K∙L∙A∙H∙O∙M∙A

National Background Check Program

Provider Rollout Panel Annual Training Meeting, May 2015

Program Web Site: http://onbc.health.ok.gov

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Program Overview

• Grant goals: explore development and implementation of a State clearinghouse for providers using a statewide live scan network to collect fingerprints

• Award April 2011 – Expires April 2016

• Use CNA Core System: OK-SCREEN

55,000 applicants annually

1,915 user accounts

1,080 providers/agencies

• Statute Effective November 2012

• Effective in rule for first enrollments February 2014.

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Statutes & Maintaining Status Quo During Rollout

The Department is authorized to phase in implementation of subsections D through V of this section by category of employer. The State Board of Health shall promulgate rules prescribing effective dates and procedures for the implementation of a national criminal history record check for the employers and nurse aide scholarship programs defined in Section 1-1945 of this title. Said dates may be staggered to facilitate implementation of the requirements of this section.

Where the provisions of the Long-Term Care Security Act pertaining to registry screenings and national criminal history record check are not in effect pending an effective date established in rulemaking, an employer is authorized to obtain any criminal history background records maintained by the Bureau pursuant to the following:

[State inserts prior requirement language here]

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Effective Dates: All may start as of February 1, 2014

Must Comply by

Provider Type # of

Providers

March 1, 2014 Adult Day Care and Residential Care Homes 100

April 1, 2014 Specialized Nursing Facilities (ICF/IID and ICF/AD) 80

May 1, 2014 Nursing Facilities, Ombudsmen, and Surveyors 325

June 1, 2014 Continuum of Care and Assisted Living 161

Hospice 109

July 1, 2014 Medicare-Certified Home Health Agencies 256

August 1, 2014 All Other Employers Defined in Title 63 O. S. § 1-1945

Advantage (Home and Community-Based Waivered Services)

n/a

State Plan Personal Care 142

Staffing Agencies and Independent Contractors 90

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Why This Way

• Advisory group feedback

• Start small to build experience

• Geographic release deemed too cumbersome

• Number of providers in industry segment

• Coordinate start date with professional conferences

• Make biggest resisters last, to allow maturation:

Fingerprint site development

Training

Experience.

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Training

• Demo to Advisory Group with feedback

• Manual development? No

• Tutorial? Yes (PowerPoint -based on web as preview)

• Webinar? (Not encouraged)

• Seminar with Demonstration: Yes

• PowerPoint screenshots:

Account Management

Applicant Processing in OK-SCREEN

Applicant Fingerprint Scheduling

• Rooms: auditorium

• Setting Up Accounts: Form

• Supporting them: locked accounts/duplicate entries

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Training and Deployment

• CNA Deployment Checklist

• Training vs. Production Platforms

• Allowed partial use without fingerprint scheduling and payment collection

• Accounts established on training migrated to production

• Allowed practice with software prior to having account on production.

• Accounts migrated at effective date or before.

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Lessons Learned

• Reviewing criminal history records takes time (>60 days)

• Emphasize real-world experience in turnaround times

• Letter management

Certified mail Restricted Delivery vs. E-delivery

Tracking days since delivery.

• Managing Agents serve:

Non-internet service areas

Non-tech savvy providers

Many with one training.

• Offering name-based (old process) as an alternative eases anxiety and provides backup to rejects and long distances.

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National Background Check Program Annual Training, May 2015

Provider Rollout

Questions?

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