What is IEDSS KX? What Are We Trying to Accomplish? Be an IEDSS Detective IBPs … · 2020-03-11 · IEDSS Knowledge Exchange February 13th, 2020 What is IEDSS KX? What Are We Trying

IEDSS Knowledge Exchange

February 13th, 2020

What is IEDSS KX? What Are We Trying to Accomplish? Be an IEDSS Detective Announcements Releases and IEDSS Rollout Video Comm IBPs Review of Office Scheduling IEDSS Processes and Features How is IEDSS Structured? Researching an Application Action History Historical Records Entering Farm Income

Wave 1 Lessons Learned IEDSS Material in TRON/OPS Preparing for Wave 2 Deployment Netfor Submission Checklist Questions?

What is IEDSS KX?IEDSS KX provides a forum to connect stakeholders for knowledge sharing and collaboration at the individual, group, and organizational levelsEnable dialogue and connect stakeholders who might not otherwise have

the opportunity to interact, either as frequently as desired, or at all.

Provide a shared context for stakeholders to communicate and share information and experiences in a way that builds understanding and insight.

Stimulate learning by serving as a medium for authentic communication, mentoring, coaching, and self-reflection.

Capture and diffuse existing knowledge to help stakeholders improve their practice by providing a forum to identify solutions to common problems and a process to collect and evaluate best practices.

Introduce collaborative processes to stakeholders to encourage the free flow of ideas and exchange of information.

Help stakeholders organize around purposeful actions that deliver tangible results.

Generate new knowledge to help stakeholders transform their practice to accommodate changes in needs and technologies.

What Are We Trying to Accomplish?Indiana has always been known as a high performing State. Let’s come together and become even stronger.

IEDSS DetectiveAttributes

Persistent

The ability to overcome difficulties and exhibits a tenacious desire to find a solution.

Self-Sufficient

The ability to exercise independence and autonomy with the systems. Understands the resources that are available. Adaptable

The ability to handle and manage ambiguity. Being flexible with changes and able to quickly pick up processes.

Collaborative

The ability to solve issues in conjunction with your staff, peers, and the Site Support Team. Staying helpful and sharing knowledge with others.

Committed

The ability to understand the benefits of the system and continue to advocate for IEDSS/stay positive when issues arise.

Resourceful

The ability to find quick /clever ways to cover come difficulties; without escalating to Netfor. Pool together from our collective knowledge and utilize existing resources.

Be an IEDSS Detective! More knowledge about IEDSS gives you more IEDSS power!

Ask Questions Practice Self-Sufficiency Work with Your PeersBe Tenacious,

Persistent, and Positive

All questions and thoughts are welcome. If you are

unsure about something, ASK! Check your

materials, access Help, check the HUB, and pull

up OPS/TRON.

Believe that you will be successful! Stay

confident and strong. You got this.

Work with your peers to solve issues! This will provide a collective

understanding of the system and build team

relationships.

Keep at it until you find the answer that you’re

looking for. If that means, you need to

exhaust all avenues of getting to the RIGHT answers, then do it.

Be an IEDSS Detective.

Announcements

Reminder: ALL income that is

earned or unearned needs to be entered into the system for

accurate benefit calculation.

Reasonable Accommodations: It is DFR’s policy to provide reasonable accommodations to individuals as needed. The accommodation can be for our

client’s and employees. Training material requests should be to sent to Janet Sanford

and Monique Prezzy here: [email protected]

[email protected]

Client requests should be sent here: [email protected]

Additional policy information begins at 1432.00.00.

mailto:[email protected]




IEDSS Release 7 &

Upcoming Releases

Upcoming Code ReleasesReleases are code drops in the system that enhance system functionality.

Release 8.0(3/20)

Release 8.01(4/2)

Release 8.02(5/7)

Release 8.03 (5/22)

Reminder Summary Notes and IEDSS

Release Summary Reference Materials for 7.05, 7.06, 7.07,

7.08, and 7.09 are saved in OPS. OPS site is 1.16.1.2.04 and Release 7.0 is saved under

1.16.1.2.01.

Release 7.10(2/27)

Online Help in IEDSSUpdates to Online Help are in

progress. More to come on final dates.

Major

The HUBKX Presentations from 1/9, 1/16, and 2/6 have been

posted to the HUB.

Release 7.09 UpdatesFebruary 13, 2020

The timeout limits have been extended

from 15 to 30 minutes. All Users

Weekly Spotlight

IEDSS Rollout and Wave Video Communication

Interim Business Processes

Interim Business Processes Recently approved IBP as of 2/11

ID Type Value TitleIBP607 CR 657866 IEDSS does not have the functionality to display the

pending months of the below resources sections on the 2032 notice. • Trusts • Personal Property/Other Resources • Joint Ownership

Review of Office Scheduling

(Release 8.0: March 20)

CR 635713: Office Scheduling Sub-module New sub-module added to the Scheduling module called “Office Schedule” sub-module

The pages in this sub-module allow supervisors to set-up

and update office schedule(s), and to assign appointments

for their team members.This will replace the current IEDSS process of enforcing a

Unit Calendar.

To create an Office Schedule, you will need to access the Office Schedule Search page

and select the ADD OFFICE SCHEDULE button. This page equals CSOUM in ICES.


To make changes to an already scheduled appointment, you will use the Office

Schedule Maintenance page. This page equals CSOMS in ICES.

This process will allow you to select the appointment type, times, and the

number of slots that you need for that appointment type (similar to ICES). You can also assign each appointment to a worker in the system rather than the manual process currently being used

for ICES.


The Daily Appointments page will allow you to assign a

scheduled appointment in an office to a specific employee in

that same office. This page equals CSAH in ICES.

What We Need You To Do: Review the “Office Schedules” module with your Site Support Team and work with them to

better understand the functionality.

IEDSS Processes & Features

How to Enter Farm Income Enter Farm Income as a “Self-Employment” record (if the income is processed as Schedule F)

In order for the Self-Employment – Details page to display in the Data Collection Driver Flow, answer “Yes” to the Self- Employment field on the Income Questions page.

What We Need You To Do: Review the Policy Manual on the different

types of ways Farm Income should be entered. More information on this topic

to come. Work with your Site Support Team on this.

Use the Self- Employment –Details page to enter the Farm

Income on your case. In the Business Type field, select

“Farmer/Rancher” from the drop-down.

How is IEDSS structured?

Does IEDSS have a page similar to ICES where

workers can enter if there is an expected change

upcoming for the client?

No, IEDSS does not have a page specifically where workers will follow out

expected change. However, much of IEDSS is

task driven and happening behind the

scenes.

Learn how modules, sub-modules, pages, and Logical Units of Work are organized in IEDSS.

IEDSS is a system that is organized much like a filing cabinet. A filing cabinet is made up of related papers

that are grouped together into folders and related folders that are grouped together into drawers.

Much like a filing cabinet, IEDSS is made up of related pages (similar to papers) that are grouped together into

Logical Units of Work, similar to folders, and related LUWs that are grouped together into sub-modules (similar to

drawers).

Researching An Application

Researching an application prior to initiating Data Collection can prevent duplicate cases being created. Viewing the Application-Search/Summary page is a quick way to ensure that an application is associated to the proper case.

To do this, follow the instructions below.

1. Click the Others Caret on the Top Navigation Bar.2. Select "Search" from the drop-down.3. Click Application in the Sub-Navigation Bar.4. Enter the application number in theApplication # field.5. Click the SEARCH button.

You will find a list of linked applications and the related case number in the Application Summary section.

For more information on associated cases/applications, click the hyperlinked case or application numbers listed to be taken to their respective Search/Summary pages.

More on the importance of researching…

Action History

Search by Case or Person ID. Steps to view Action History in the system:1. Click on the Others caret from the Top Navigation

Bar.2. Select “Action History” from the drop-down.3. Click View Action History from the Left Navigation

Bar.4. Select “Case Number” from Content Type drop-

down.5. Enter case number in the Context ID field.6. Click the SEARCH button.7. View the Action History Results table to see the

time stamps for who and when a case or page wasviewed, added or changed for a particular case.

The Action History module helps you view time stamps on a case

Viewing Historical/Voided Records on a CaseUsing the Initiate Data Collection page • Workers can view all historical and voided

records using the Initiate Data Collectionpage by using the To View historical andreplaced/voided records field; click thecheckbox

• Workers can also narrow down the voidedrecords they want to view by enteringbeginning and ending dates in theBetween fields

• Remember: You do not need to use theView Data Collection Screens (read only)case action for this

Historical Records in IEDSS Click the blue arrows to access Historical Record(s) in IEDSS. • IEDSS creates a Historical Record each time

the CSCD is changed for that record• IEDSS does not have historical data for

cases that have been converted from ICES• ICES provides access to historical data prior

to converting to IEDSS

History: Allows you to navigate through a record’s history by moving UP to previous records or DOWN to the most current record

Use the Cross Reference page in IEDSS in the Conversion module to determine ICES case numbers which you can then use to

access historical data in ICES.

Lessons Learned Wave 1

Lessons Learned from Wave 1 Regions 3 and 4

We know it may seem like you are not catching on as well as others but remember, you have support available via Site Support and other regions.

When scheduling Recerts in IEDSS, make sure they are spread out which will give your workers time to complete the appointments and get comfortable. We made the mistake of putting too many recert slots in which will bombard the SECs with recerts the first week after recur. Do not overbook your staff! Pay attention to the slots that you allow in IEDSS and ICES.

010203

040506

Although the system is different, case processing and policy remains the same.

The biggest learning curve comes from being in the system and using it. In the first few days, schedule time for workers to pull up a case, review the pages, and get familiar with what is going on. Get in there and get messy!

For Redets, you need to mark them as “show” for the interview before running Wrap-Up for the SOE to be system generated.

Running Wrap Up is not the same as running AEABC. When you run Wrap Up/change anything in IEDSS, it will generate another 2032.

Let’s Review What IEDSS Materials are saved in OPS

and TRON

Online Performance Support Tool (OPS)Did you know a section has been created for IEDSS in OPS?

Please use OPS as a part of your research/investigation as you troubleshoot and work with your Site Support Team.

Training Resources Online Network (TRON)Did you know that you can access TRON for IEDSS Reference Materials?

Please use TRON to access reference materials and demos as a part of your research/investigation as you troubleshoot and work with your Site Support Team. Note: Use Google Chrome for accessing certain trainings (new worker/hire or refresher training, etc).

Preparing for Wave 2 Deployment: 2/24

Wave 2 DeploymentSite Support for Wave 2 begins February 17

When? What is converted? % State

Pilot April 29, 2019Region 10 (except Marion County East)Region 8 (Decatur & Ripley)

5.0%

June 10, 2019 Rest of Region 8 (13 counties) 7.4%

Wave 1 Sept 30, 2019 Region 3 (All counties)Region 4 (All counties) 19.5%

Wave 2 Feb 24, 2020 Region 1 (All counties)Region 2 (All counties) 20.7%

Wave 3 April 27, 2020Region 6 (excluding Marion)*Region 7 (All counties)Region 9 (excluding Marion)*

21.2%

Wave 4 June 29, 2020 Region 5, including Marion 26.2%

IEDSS is live and being used by workers to service clients in over 30% of our local offices and regional change centers. On February 24, we go live with another 20% of the State of Indiana!

Note: Marion N, Marion E, Marion W offices will deploy with Marion County even though they are represented in different regions.

Key Site Support Considerations Site Support’s role is to stabilize and to increase self-sufficiency

Paragraph•Bullet−Dash◦Sub-bullet

•Training & Knowledge Transfer−% Complete - ILT−% Above 85% Assessment Score−Self Assessment – Pre

•Readiness Radar−Confidence Level−6 Site Assessment Criteria

•Conversion/Benefit Mismatch Cases−Conversion Fixer Designated−Conversion VILT Attendance Rate−Workload Metrics / Timeliness - Pre

•SME−Designated & Span−Proficiency Level−Self Assessment - Pre−% First Contact Resolve Prior to SSA

Entrance Consideration

·Training & Knowledge Transfer−% Complete – 60 Day−% Targeted−Self Assessment – Post

•Readiness Radar−% First Contact Resolve with SSA−% Command Center or Net For Cancellations−% Awareness of MeetNow−SEM Request for Site Support Extension

•Conversion/Benefit Mismatch Cases−Conversion Fixer Proficiency Level−Burn Down Rate−Workload Metrics / Timeliness - Post

•SME−Proficiency Level−Self Assessment – Post−% First Contact Resolve Prior to SSA−IEDSS KX Attendance Rate

Exit ConsiderationsSelf Sufficiency

60 Day Plan

Site Support Activities A weekly view with topics/forums by day

Optional 15 minute daily topics to integrate into existing site meetings (AM or PM)and/or On Demand Office Hours for the Site Support Analyst

Day 1 Day 2 Day 3 Day 4 Day 5

Site Support Overview• Site Support Overview (Kizzy

Deck)• Align on roles and scope of

support• Site feedback processes and

adjustments

Day 1 Set-Up Confirmation• Security Matrix• Office Matrix• Appointment Types

Interim Business Processes• Interim Business Processes

Reference Material

Refresher or Deep Dive on Scheduling, Calendars, and Appointments

Site Support Overview• Implementation Support Model

(Jane Deck)• Align on command center, site

support, and help deskinfrastructure

Scheduling (LAP1: SNAP with Health Coverage for Socorra)• ELIG LAP 1: Register an

Application for SNAP – Socorra• ELIG LAP 1A: Manually Schedule

an Application with SNAPAppointment

• TRY ME demo or LMS

Conversion Conversations• IEDSS Conversion Basics• IEDSS Conversion Guide• IEDSS ICV and Golden Rule for

Benefits Issuance

Site Support Overview• Incident Management Processes

(Amitava Deck)• Align on processes for command

center meeting cadences and helpdesk ticketing processes

Data Collection (LAP1: SNAP with Health Coverage for Socorra)• ELIG LAP 1B: Register and

Associate an Application for HealthCoverage to the SNAP Application


Conversion Conversations• IEDSS Conversion Guide

Refresher or Deep Dive on Coversheets and Reception Logs

Site Support Overview• Role of the Site Security

Coordinator and Help Desk scopeand triage processes

• New hire set-up and changes tosecurity matrix

• Lock outs and password resetprocesses

Data Collection (LAP1: SNAP with Health Coverage for Socorra)• ELIG Lap 1C: Initiate Data

Collection• TRY ME demo or LMS

Conversion Conversations• IEDSS Conversion Guide

Refresher or Deep Dive Topics by Demand

Site Support Overview• SDLC Overview• Release Management and

Outputs (Release Notes)• Defects• Data Fixes• Interim Business Processes

Data Collection (LAP1: SNAP with Health Coverage for Socorra)• ELIG LAP 1D: Individual

Information, Household, andNon-Financial


Interim Business Processes• Interim Business Processes

Reference Material

Refresher or Deep Dive on Dates in IEDSS

32

Day 6 Day 7 Day 8 Day 9 Day 10Lessons Learned from Previous Waves• Review ORR and Regional

Management Actions Taken to CloseKnowledge or Process Gaps

Case Change• ELIG LAP 1: Add a Program• ELIG LAP 16: Add a Person

Day 1 Set-Up Deep Dive• Security Matrix

Case Association• ELIG LAPS 1 and 2: Associate One Case to

Another

Interim Business Processes• Interim Business Processes Reference

Material

Day 1 Set-Up Deep Dive• Security Matrix• Office Matrix

Program Denied• ELIG LAP 1: Revert to Open

Interim Business Processes• Interim Business Processes Reference

Material

Day 1 Set-Up Deep Dive• Security Matrix• Office Matrix• Tasks and Queues

Recertification• ELIG LAP 1: Complete a SNAP Recertification• ELIG LAP 1: Redetermination/

Recertification Interim Reporting in IEDSS

Day 1 Set-Up Deep Dive• Security Matrix• Office Matrix• Tasks and Queues• Scheduling Appointment Types and

Scenarios

FIAT• Create a SNAP or TANF Fiat for an

Existing Benefit Period• Edit and Delete a Pending FIAT Record

Day 11 Day 12 Day 13 Day 14 Day 15Conversion Deep Dive• Conversion Cases – Volume and

Timing• ICES vs. IEDSS scope• Why cases don’t convert• Roles in Conversion Processes,

including Conversion Fixer Role

Non-HIP Medicaid• ELIG LAP 22: Create a FIAT for a Non-

HIP Medicaid AG

Conversion Deep Dive• Interim Conversion Overview• Interim Conversion Batch Processing /

Schedule• Interim Conversion Scenarios

Pending Verification• ELIG LAP 2: Complete a Pending

Verification

Conversion Deep Dive• Interim Conversion Scenarios

Non-Indexed Document• ELIG LAP 2: Complete a Non-Indexed

Document Received task

Conversion Deep Dive• Benefit Mismatch Overview• Benefit Mismatch Scenarios

Long-Term Care• ELIG LAP 2: Complete a Long-term Care

Resource Assessment

Conversion Deep Dive• Troubleshooting Overview• Troubleshooting Scenarios

Gateway to Work• ELIG LAP 1: Gateway to Work

Day 16 Day 17 Day 18 Day 19 Day 20Troubleshooting Deep Dive• Searching• Action History• Exception Queues

Foster Care• ELIG LAP 3: Complete a Foster Care

and Adoption Enrollment

Troubleshooting Deep Dive• Task Management Dashboard• Application Timeliness Dashboard

Third Party Liability• ELIG LAP 2: Enter Information for Third-

Party Liability

Troubleshooting Deep Dive• Other Cognos Reports

Medicaid Card• ELIG LAP 1: Creating a Replacement Medicaid

Card

Troubleshooting Deep Dive• FIAT• Override• AUX

Searching Quick Tips• ELIG LAP: Practice shortcuts for Searching

Troubleshooting Deep Dive• Troubleshooting Scenarios

Increasing Converted Cases• Conversion LAP: Select Benefit

Mismatch LAPs to practice


33

Day 21 Day 22 Day 23 Day 24 Day 25 MAGI Income• ELIG LAP 3: Enter and Analyze MAGI

Income


Fair Hearing• ELIG LAP 2: Create a Fair Hearing

Request


Withdraw Fair Hearing• ELIG LAP 3: Withdraw a Fair Hearing

Request


Estate Recovery• ELIG LAP 3: ELIG LAP 3: Perform Estate

Recovery


Standard Utility Allowance• ELIG LAP 4: Reviewing and Updating the

Standard Utility Allowance


Day 26 Day 27 Day 28 Day 29 Day 30PACE• ELIG LAP 4: Working with PACE


Correspondence• ELIG LAP 1: Create a Manual Voter

Registration Correspondence


Income• ELIG LAP 1: Entering Schedule C or Schedule

F Records


IBP IBP004• ELIG LAP 1: Pregnancy End Date is not

received from Online Applications:


IVR Call Pick Up• ELIG LAP 5: IVR Call Pick Up


Day 31 Day 32 Day 33 Day 34 Day 35 IBP IBP0008• ELIG LAP 5: S2 DES: Printed Summary

page with Signature Line for DSNAPapplications.


IBP IBP012• ELIG LAP 5: Act on PARIS (Public

Assistance Reporting InformationSystem) Report of Duplicate Benefits inAnother State


Issuing Manual Benefits• ELIG LAP 5: Issuing and Approving Manual

Benefits


Internal Transfer Cover Sheet• ELIG LAP 1: Creating an Internal Transfer

Cover Sheet


Managed Care Entity• ELIG LAP 3: HIP Managed Care Entity

(MCE)


Day 36 Day 37 Day 38 Day 39 Day 40HIP• ELIG LAP 1: Add a HIP Lock-out

Exemption


HIP• ELIG LAP 2: Access HIP Rollover

Information Using Core MMISSupplemental


CharlaELIG LAP: Select any Charla LAP to practice


Anton• ELIG LAP: Select any Anton to practice


Lydia• ELIG LAP: Select Lydia LAP to practice



34


Increasing Converted Cases• CV LAP 1: Review the Eligibility

Determination Results for BenefitMismatch 1: IEDSS & ICES

• Select Benefit Mismatch LAPs to practice


Increasing Converted Cases• CV LAP 2: Compare the Non-Financial

Results• CV LAP 3: Compare the Financial Results• Conversion LAP: Select Benefit Mismatch

LAPs to practice


Increasing Converted Cases• CV LAP 4: Resolve or Escalate Benefit

Mismatch 1• Conversion LAP: Select Benefit Mismatch LAPs

to practice


Increasing Converted Cases• CV LAP 5: Review the Eligibility Determination

Results for Benefit Mismatch 2 (IEDSS & ICES)• Conversion LAP: Select Benefit Mismatch LAPs

to practice


Increasing Converted Cases• CV LAP 6: Compare the Non-Financial Results• CV LAP 7: Compare the Financial Results• Conversion LAP: Select Benefit Mismatch LAPs

to practice• CV LAP 8 - 23: Resolve or Escalate Benefit

Mismatch 2



LaDonnaELIG / MRT LAP: Select any LaDonna LAP to practice


SamanthaELIG LAP: Select any Samantha LAP to practice


DanielleELIG LAP: Select any Danielle LAP to practice


JaxonELIG / LOC LAP: Select any Jaxon LAP to practice


EricaELIG / LOC LAP: Select any Erica LAP to practice



JoelELIG / OHA LAP: Select any Joel LAP to practice


SamanthaELIG / BV LAP: Select any Samantha LAP to practice


AshliELIG / BV LAP: Select any Ashli LAP to practice


SarahELIG / BV LAP: Select any Sarah LAP to practice


Lessons LearnedGathering Lessons Learned and Action Planning for Final Week



IEDSS KXContinuing Education and Knowledge Transfer






Incident Management without Site Support


Incident Management without Site Support



Wave 2- Round Table Command Center Call Wave 2 Command Center calls will begin 2/24

Command Center: In the interest of time, every county will appoint one spokesperson to escalate their issues on the Command Center call. Command Center Team will send out invites for Wave 2 Command Center Dry Run which will be held on February 19, 2020. Proposed Timings:• Wave 2, Week 1: 10:30 a.m. to 11:30 a.m. EST• Wave 2, Week 2 + onwards: 10:30 to 11 a.m. EST

Command Center Hotline (open 2/24-2/28) between 10 a.m. to 7 p.m.• Dial in: +615-882-6682• Passcode: 5812466930#• Hotline will be extended to week 2 if

needed

Netfor Submission Review

Netfor Submission Review

1. Most regions have a Site Support Team available either within the local office or RCC/CCC to assist with system issues

2. Prior to ticket submission, work with your SS team, your managers and Wizards to resolve your issue. If unable to resolve the issue, contact the IEDSS Site Support Conference Line Conference Line: 844-882-6682 (open from 8 a.m. to 4:30 p.m. EST) Passcode: 1 770 654 496

3. Provide narrative detail about the issue such as locked out of IEDSS, account deactivations, error message verbiage, case numbers etc.

4. The more detail you provide will ensure that the ticket is routed to the appropriate track for assistance

If a ticket has closed and the resolution received is "not working", provide the SO number from the original ticket and ask for it to be reopened with the reason.

Regions that rolled out should utilize the below checklist prior to the submission of a ticket

Make sure you are utilizing this checklist before you submit a

Netfor ticket.

Netfor General Information

Netfor is utilized for functionality issues that are not password related

Netfor Report is generated daily and includes issues such as complaints, IEDSS functionality issues, I3 problems, etc.

When Netfor contacted is initiated, a Service Order number is generated

Options for contacting Netfor:o On Line: https://fssa.netfor.net/o Phone: 866-878-6918 (listen to prompts and select

based upon reason for call)

More General Information on Netfor

https://fssa.netfor.net/

Any Suggestions for Future KX Topics?

Any Questions?Please email:

[email protected]

Note: Please send questions to the above email address AFTER you have reviewed and

researched your question and/or issue with your Site Support Team.

Send questions related to IEDSS processes and functionality to the above email address and copy [email protected]

Documents

What is IEDSS KX? What Are We Trying to Accomplish? Be an IEDSS Detective IBPs … · 2020-03-11 · IEDSS Knowledge Exchange February 13th, 2020 What is IEDSS KX? What Are We Trying