Sample of collection tool to manage through data driven management

1. County Health and Human Services
Covid-19 Data Fact Sheet
Week of: April 6, 2020
“Start where you are. Use what you have. Do what you can.”– Arthur Ashe
Benchmark Data: Dec19 - Feb20
Program
Weekly Average
Received
Benchmark
Received Completed Received Completed Received Completed Received
CalFresh 2,100 1,800 2,000 2,100 1,900 1,858 1,888
Medi-Cal 2,200 2,000 1,900 1,758 1,800 1,758 1,719
CalWORKs 568 550 489 500 498 385 469
General Assistance 485 465 385 390 325 362 337
Total Applications 5,353 4,815 4,774 4,748 4,523 4,363 4,413
% increase from benchmark 21% 8% 2%
% Applications via online 85% 75% 60% 18%
% Applications via Walk In 15% 25% 40% 82%
Hour
Average Daily
Week of April 6
Average Daily
Week of Mar 30
Average Daily
Week of Mar 23
Daily Average
Visits Benchmark
7am 40 50 50 80
8am 20 20 20 259
9am 30 10 10 281
10am 5 15 25 278
11am 10 2 2 273
12pm 25 13 13 259
1pm 6 14 14 273
2pm 25 16 16 280
3pm 0 0 0 280
4pm 0 0 0 96
5pm 0 0 0 7
Daily Total 161 140 150 2366
% increase from benchmark -93% -94% -94%
Average Daily
Week of April 6
Average Daily
Week of Mar 30
Average Daily
Week of Mar 23
Daily Average
Benchmark
Calls Offered 2500 2400 1800 1,031
Calls Handled 1800 1900 1700 771
Average Speed of Answer 15 22 10 5 minutes
Average Handle Time 22 18 18 15 minutes
% increase from benchmark 142% 133% 75%
Ongoing Caseload Volumes
Week of April 6,
2020
Week of March
30, 2020
Week of March
23, 2020
Monthly Average
Benchmark
CalFresh 100,000 84,000 72,800 72,814
Medi-Cal 123,000 122,000 120,000 120,000
CalWORKs 19,000 17,632 17,632 17,632
General Assistance 2,100 1,898 1,898 1,871
Total Cases 244,100 225,530 212,330 212,317
% increase from benchmark 15% 6% 0%
Budgeted On The Job Vacancies LOA or FMLA
% Working
from Home
Eligibility- Intake 35 19 6 10 33%
Eligibility- Ongoing 125 103 5 17 45%
Eligibility- Call Center 36 30 3 3 0%
Supervisors 20 15 2 3 50%
Clerical 96 82 10 4 10%
% Increase/Decrease from Last
week -15% 15%
This template is intended to serve as an example of critical data to track and manage during this crisis.
Actual Data was not used in this example
STAFFING - 4/6/2020
Weekly Highlights
Total Week of April 6, 2020
Application Volumes
Total Week of March 23, 2020Total Week of March 30, 2020
Lobby Volumes
Call Center Call Volumes
- Application volumes are now 20% higher than the
average weekly volumes
- most significant increase in CalFresh applications
- Lobby visits peak at opening as customers are triaged
and sent away.
- Call volumes have increased 142% from benchmark
- 10 Ongoing staff were redeployed to the call center
- 10 more staff were set up to work from home last week