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Proprietary and Confidential
CPSOperationalReview--Kickoff
CPS Operational Review
DFPS Stakeholder Forum
4/23/14
2
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Agenda
• Introductory Remarks - DFPS Commissioner John Specia
• CPS Perspective – Lisa Black, Assistant Commissioner, CPS
Division
• CPS Operational Review - John Stephen, Managing Partner,
The Stephen Group
• Introduction of TSG team, experience and background
• Objectives of the assessment
• Assessment Focus and Overall project approach
• Timelines/report recommendations/Implementation plan
• Status of project to date
• Stakeholder/Public Comment
3
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Your Project Team
• John Stephen – Project lead, former Commissioner of NH’s Department of
Health and Human Services; Assistant Commissioner of the Department of Safety;
and Assistant Attorney General. Led similar projects in a number of states
• Will Oliver – Expertise in business process re-engineering - improved child
protection and other benefits work process and sourcing strategy for six states
including Florida and Indiana
• John Cooper – CEO of a child welfare not for profit and former Assistant
Secretary of Operations for Florida CPS. Led the Florida CPS reengineering project
• David DeStefano – Consultant for public/private partnerships, performance
based contracting, program evaluation, SACWIS, and revenue maximization
• Jeff Schilz – Former policy advisor and budget director to Governor Mark Sanford,
SC, focusing on HHS, Social Services, and Department of Juvenile Justice
• Richard Kellogg – Served as Commissioner, Deputy Director, and Director of
Integrated Services for the states of Virginia, Tennessee, New Hampshire and
Washington – Medicaid, MH/DD/SAS, LTS, Comprehensive IVE, SE, and JJ Services
4
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Your Project Team (cont.)
• Martha Tuthill– Senior Consultant for Florida CPS Transformation project,
assisting team with vendor management, systems support and organizational
improvements, former Accenture partner
• Art Schnure – 17 years experience working on state government IT systems with
significant experience in child welfare/TANF, leading Rhode Island HHS Health Systems
Innovation
• Greg Moore – Served as a former state public affairs, legislative and policy
director for divisions of children youth and families and juvenile justice
5
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
TSG Experience
• Florida Department of Children and Families –CPS Transformation
Phases 1, 2, and 3 and Florida Abuse Hotline Command Center
• Indiana Family and Social Service Administration – Process
improvement and sourcing
• Pennsylvania Department of Human Services – Improve child
welfare documentation, eligibility, and federal claiming
• New Hampshire Department of Health and Human Services –
Reorganization of Division of Children Youth and Families;
Permanency Legislation/Adoption Initiatives
• South Carolina Department of Social Services – Budgeting and
process improvement
• TSG most recent projects: Mississippi (IAPD and business case for
SACWIS integration with Medicaid); Maine (best practice analysis;
Florida (Benefit Recovery Assessment and Implementation)
6
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Objectives of the Assessment
• Identify the current process – “As Is”
• Build upon the best of CPS
• Describe the effect of “as is” challenge on clients, employees,
stakeholders
• Identify areas where CPS can improve
• Determine what should be
• Offer recommendations as to how CPS can be managed and
operated more effectively and efficiently in “to be” strategy
• Establish business case for change
• Together, create what will be
7
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Our assessment has focused on:
Organization Budget Technology
Personnel
Development
Quality
Management
Stakeholder,
Media
Communication,
External
Performance
Measurement &
Management
Contracts
Change
Readiness
Process:
INV/FBSS/CVS
Decision Making
Policy/Practice
8
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Assessment Starts with Identifying
Regional and State Office Process
• Select, notify and arrange logistics with state and local offices
• Create Structured Interview Guides and conduct interviews
with State leadership and Regional direct care
staff/supervisors and RDs
• Document process in focus groups – input from local staff
• Conduct “desk audits” to validate process and observe system
use
• Conduct “day in the life of” ride alongs with field personnel
• Review and discuss performance metrics
• Develop findings from the various discussions
• Develop an overall assessment of DFPS CPS processes and
internal best practices
9
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
The Goal: To Design What “Should
Be”
• Build process to achieve better safety, well being and
permanency outcomes, not merely more efficient process
• Partner with local office CPS teams to collaborate on
bottoms-up process understanding and improvement ideas
• Thinking strategically about how to improve process:
integrating the leading thinking about transactions, sourcing,
systems and communication, and metrics
• Build on first-hand knowledge of the relative strengths of best
practices in other state CPS systems
• Data analysis – tie process to performance, personnel and
volume data
• Sourcing strategy, not merely alternatives
• Build momentum for change during the assessment process
10
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
Work Breakdown Structure: Status
Facilitated
Process
Assessment
Ride
Alongs
Desk
Audits
Frontline
Survey
Local
Data
Performance
Management
Decision
Making
Policy
Review
Best Practice/
Process
Improvement
Technology
Assessment
IV E
Assessment
Organization/
Staffing/
Vendor Mgt
To Be Design
Presentation
Stakeholder
Input
Refinement
Implementati
on Plan
Presentation
Final Report
Interviews
“As Is”
11
Proprietary and Confidential
CPSOperationalReview--Kickoff
To date, we have reviewed the process in 11
regions, as well as State Office process
12
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
We have also…
• Spoken with over 250 people, including State Office staff,
stakeholders, judiciary, law enforcement
• Studied thousands of files and reports
• Reviewed 800 MB of data
• Put together a State-wide original survey drawing 1,832
responses
• Reviewed 12 months of exit interviews with 664 detailed
comments
• Conducted an IT user survey in the Regions
• And more……..
13
Proprietary and Confidential
CPSOperationalReview--KickoffCPSOperationalReview
STAKEHOLDER/PUBLIC COMMENT

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Stakeholder forum ppt

  • 1. 1 Proprietary and Confidential CPSOperationalReview--Kickoff CPS Operational Review DFPS Stakeholder Forum 4/23/14
  • 2. 2 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview Agenda • Introductory Remarks - DFPS Commissioner John Specia • CPS Perspective – Lisa Black, Assistant Commissioner, CPS Division • CPS Operational Review - John Stephen, Managing Partner, The Stephen Group • Introduction of TSG team, experience and background • Objectives of the assessment • Assessment Focus and Overall project approach • Timelines/report recommendations/Implementation plan • Status of project to date • Stakeholder/Public Comment
  • 3. 3 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview Your Project Team • John Stephen – Project lead, former Commissioner of NH’s Department of Health and Human Services; Assistant Commissioner of the Department of Safety; and Assistant Attorney General. Led similar projects in a number of states • Will Oliver – Expertise in business process re-engineering - improved child protection and other benefits work process and sourcing strategy for six states including Florida and Indiana • John Cooper – CEO of a child welfare not for profit and former Assistant Secretary of Operations for Florida CPS. Led the Florida CPS reengineering project • David DeStefano – Consultant for public/private partnerships, performance based contracting, program evaluation, SACWIS, and revenue maximization • Jeff Schilz – Former policy advisor and budget director to Governor Mark Sanford, SC, focusing on HHS, Social Services, and Department of Juvenile Justice • Richard Kellogg – Served as Commissioner, Deputy Director, and Director of Integrated Services for the states of Virginia, Tennessee, New Hampshire and Washington – Medicaid, MH/DD/SAS, LTS, Comprehensive IVE, SE, and JJ Services
  • 4. 4 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview Your Project Team (cont.) • Martha Tuthill– Senior Consultant for Florida CPS Transformation project, assisting team with vendor management, systems support and organizational improvements, former Accenture partner • Art Schnure – 17 years experience working on state government IT systems with significant experience in child welfare/TANF, leading Rhode Island HHS Health Systems Innovation • Greg Moore – Served as a former state public affairs, legislative and policy director for divisions of children youth and families and juvenile justice
  • 5. 5 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview TSG Experience • Florida Department of Children and Families –CPS Transformation Phases 1, 2, and 3 and Florida Abuse Hotline Command Center • Indiana Family and Social Service Administration – Process improvement and sourcing • Pennsylvania Department of Human Services – Improve child welfare documentation, eligibility, and federal claiming • New Hampshire Department of Health and Human Services – Reorganization of Division of Children Youth and Families; Permanency Legislation/Adoption Initiatives • South Carolina Department of Social Services – Budgeting and process improvement • TSG most recent projects: Mississippi (IAPD and business case for SACWIS integration with Medicaid); Maine (best practice analysis; Florida (Benefit Recovery Assessment and Implementation)
  • 6. 6 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview Objectives of the Assessment • Identify the current process – “As Is” • Build upon the best of CPS • Describe the effect of “as is” challenge on clients, employees, stakeholders • Identify areas where CPS can improve • Determine what should be • Offer recommendations as to how CPS can be managed and operated more effectively and efficiently in “to be” strategy • Establish business case for change • Together, create what will be
  • 7. 7 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview Our assessment has focused on: Organization Budget Technology Personnel Development Quality Management Stakeholder, Media Communication, External Performance Measurement & Management Contracts Change Readiness Process: INV/FBSS/CVS Decision Making Policy/Practice
  • 8. 8 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview Assessment Starts with Identifying Regional and State Office Process • Select, notify and arrange logistics with state and local offices • Create Structured Interview Guides and conduct interviews with State leadership and Regional direct care staff/supervisors and RDs • Document process in focus groups – input from local staff • Conduct “desk audits” to validate process and observe system use • Conduct “day in the life of” ride alongs with field personnel • Review and discuss performance metrics • Develop findings from the various discussions • Develop an overall assessment of DFPS CPS processes and internal best practices
  • 9. 9 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview The Goal: To Design What “Should Be” • Build process to achieve better safety, well being and permanency outcomes, not merely more efficient process • Partner with local office CPS teams to collaborate on bottoms-up process understanding and improvement ideas • Thinking strategically about how to improve process: integrating the leading thinking about transactions, sourcing, systems and communication, and metrics • Build on first-hand knowledge of the relative strengths of best practices in other state CPS systems • Data analysis – tie process to performance, personnel and volume data • Sourcing strategy, not merely alternatives • Build momentum for change during the assessment process
  • 10. 10 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview Work Breakdown Structure: Status Facilitated Process Assessment Ride Alongs Desk Audits Frontline Survey Local Data Performance Management Decision Making Policy Review Best Practice/ Process Improvement Technology Assessment IV E Assessment Organization/ Staffing/ Vendor Mgt To Be Design Presentation Stakeholder Input Refinement Implementati on Plan Presentation Final Report Interviews “As Is”
  • 11. 11 Proprietary and Confidential CPSOperationalReview--Kickoff To date, we have reviewed the process in 11 regions, as well as State Office process
  • 12. 12 Proprietary and Confidential CPSOperationalReview--KickoffCPSOperationalReview We have also… • Spoken with over 250 people, including State Office staff, stakeholders, judiciary, law enforcement • Studied thousands of files and reports • Reviewed 800 MB of data • Put together a State-wide original survey drawing 1,832 responses • Reviewed 12 months of exit interviews with 664 detailed comments • Conducted an IT user survey in the Regions • And more……..