PEAK PERFORMANCE Who we serve Medical Assistance 214.7K Child - PowerPoint PPT Presentation

our story. our plan. our innovation 04.11.16 denver human services PEAK PERFORMANCE

Who we serve… Medical Assistance 214.7K Child Support 125.2K Food Assistance 93.4K Colorado Works 9.7K Child Welfare Hotline Calls* 8.6K Children assessed for abuse/neglect* 4.2K Children in Child Care 2.0K Adult Protection 1.0K 1 IN 3 *2015 annual summaries. All other figures are point in time as of 2/1/2016

Overlap - Children in Child Welfare Cases Child Welfare – 1,776 children Child Welfare Child Support Child Care Public Assistance

human services VALUE CURVE Effectiveness Generative Child Safety Net Impact Team Integrative Outreach and Community Engagement Division Collaborative Implementation of WIOA with OED Regulative Timely Processing of Food Assistance Applications Efficiency

Understanding Our Funding Jay Morein

Revenues and Expenditures 2009 2010 2011 2012 2013 2014 2015 REVENUES: (in thousands) Property Taxes $ 47,448 $ 48,722 $ 50,039 $ 51,192 $ 55,990 $ 57,728 $ 58,004 State/Fed Revenue $ 96,040 $ 86,364 $ 90,725 $ 84,868 $ 79,195 $ 87,791 $ 83,268 Other $ 8,048 $ 3,509 $ 5,235 $ 2,464 $ 2,226 $ 294 $ 1,470 TOTAL REVENUE $ 151,536 $ 138,595 $ 145,999 $ 138,524 $ 137,411 $ 145,813 $ 142,741 EXPENDITURES $ 149,788 $ 137,939 $ 133,981 $ 127,913 $ 130,461 $ 131,011 $ 139,441 INCREASE IN FUND $ 1,748 $ 656 $ 12,018 $ 10,611 $ 6,950 $ 14,802 $ 3,300 BALANCE

fund BALANCE DHS Fund Balance ($ Millions) 70 60 50 Millions $ 40 30 20 10 0 2009 2010 2011 2012 2013 2014 Proj 2015 Unassigned Reserves Restricted

Understanding Our People Don Mares

the DHS work environment People want to Help and Assist in making Denver a “World Class” city

it STARTS with People ---------Reduction in Workforce ------- ---------Expansion of Workforce ------- 1,150 1,130 1,100 1,064 1,050 Staff on Board as of January 1st 1,000 950 900 850 800 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 *Onboard as of Jan 1 of each year

WORKFORCE tenure City DHS n = 7343.5 n = 982.5 21+ 21+ 10% 15% 16 to 20 0 to 5 11% 16 to 20 38% 12% 11 to 15 0 to 5 7% 50% 11 to 15 12% 6 to 10 22% 6 to 10 23% *Source OHR Analytics Employee Average of 1/1/2015 and 12/31/2015

How’s this reflected in our HR Vitals? Days Away from Work Time away from Work 100000 90000 80000 Time away from work in hours 70000 60000 50000 40000 30000 20000 10000 0 2011 2012 2013 2014 2015 Vacation Sick PTO Comp Time Worker's Comp Unpaid FLMA

How’s this reflected in our HR Vitals? Days Away from Work 8.2 days – Vacation 7.2 days – PTO 4.8 days – Sick 3.7 days – Unpaid FMLA 15.4 days – Training 39.3 days

Retention Turnover Challenges Less than 2 years 40.0% 35.0% 650 hrs on the job 30.0% training 25.0% 20.0% COMPLICATED systems 15.0% disparate KNOWLEDGE 10.0% 1 IN 3 5.0% 0.0% City (n = 1711) DHS (n = 332) DIA (n = 271) PW (n = 185) *For Turnover between 1/1/2015 and 12/31/2015

Efforts to SUPPORT the Work Paid Overtime in hours 26,165 22,107 17,625 16,606 9,395 2011 2012 2013 2014 2015

Understanding Our Mission Level Metrics Andrea Albo

public ASSISTANCE applications Application Timeliness Medical, SNAP and Cash Programs 96.5% 100.0% 95% 95.0% 90.0% 88.5% 85.0% 80.0% 75.0% 70.0% 65.0% 63.9% 60.0% 2008 2009 2010 2011 2012 2013 2014 2015 Application Timeliness Goal

public ASSISTANCE work on hand Public Assistance Core Work On Hand 12,000 10,926 10,000 8,756 8,000 6,000 4,212 4,000 2,784 2,000 1,288 - Application Verification RRR Change Goal

public ASSISTANCE quality SNAP Payment Error Rate (Supplemental Nutrition Assistance Program, aka Food Assistance) 12.0% 10.3% 10.0% 8.0% 5.2% 6.0% 4.9% 4.0% 3.0% 2.0% 0.0% 2011 2012 2013 2014 2015 Payment Error Rate Goal

Understanding Our Mission Level Metrics Jeffrey Holliday

protection and PREVENTION assessments Assessment Activity 2014 vs 2015 400 60.0% - - - - - - - - - Child Safety Net Impact Team - - - - - - - - 350 50.0% Number of assessments per month Percent of referrals assessed 300 40.0% 250 200 30.0% 150 20.0% 100 10.0% 50 0 0.0% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2014 Assessments 2015 Assessments 2014 Screen-In 2015 Screen-In

protection and PREVENTION timeliness Timeliness of Initial Response 2015 100% 400 91% 90% 359 86% 350 % of Assessments completed timely 80% 300 70% Assessments 250 246 60% 50% 200 40% 150 30% 100 20% 50 10% 0% 0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Performance Goal Volume

Understanding Our Innovation Don Mares

Workforce Onboarding & Retention Organizational Awareness Continued Dive into 1 in 3 Turnover Odyssey Program RETENTION FAAD Cohort Training Ambassador Program Employee Interviews

Innovations New Division Outreach, Engagement, Giving PROGRESSION ON Automation HUMAN SERVICES VALUE CURVE Self Service Proactive Communication CAPACITY IN REGULATORY

human services VALUE CURVE Generative For Success: Integrative - Citywide Challenge - Data Integration Collaborative Regulative