Backlog – C!A: Change and Innovation Agency

Emerging Stronger When the Public Health Emergency Ends: How Agencies Can Make Room for the Upcoming Wave of Renewals and New Customers
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Emerging Stronger When the Public Health Emergency Ends: How Agencies Can Make Room for the Upcoming Wave of Renewals and New Customers

Emerging Stronger When the Public Health Emergency Ends: How Agencies Can Make Room for the Upcoming Wave of Renewals and New Customers

When the public health emergency (PHE) and pandemic waivers come to an end, agencies must renew all existing Medicaid recipients. For many agencies already struggling with staff capacity to meet existing demand, they will no doubt be overwhelmed. To help agencies prepare for and tackle the wave of renewal workload, we offer specific steps that agencies can take to meet this increased demand.

Redefining Social Worker Appreciation: How to create a system of capacity rather than a position of sacrifice
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Redefining Social Worker Appreciation: How to create a system of capacity rather than a position of sacrifice

Redefining Social Worker Appreciation: How to create a system of capacity rather than a position of sacrifice

What if, instead of working so hard to appreciate the sacrifice, child welfare leaders took a long look in the mirror to see why social workers must sacrifice work-life balance in the first place? Maybe the question isn't about how we appreciate social workers well. Maybe the real question is how we get off the hamster wheel and create system capacity, so appreciation is reserved for a job well done, not to make up for a personal life lost.

Family First… Second: Finding a solution to managing the workflow
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Family First… Second: Finding a solution to managing the workflow

Family First… Second: Finding a solution to managing the workflow

The goals associated with Family First are both noble and needed. If we do not fix our capacity crisis in child welfare, we may never see the results we hope to achieve.

Never Getting Behind Again: How One Child Welfare Agency Used the Pandemic to Transform Their Work to Help Children and Families
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Never Getting Behind Again: How One Child Welfare Agency Used the Pandemic to Transform Their Work to Help Children and Families

Never Getting Behind Again: How One Child Welfare Agency Used the Pandemic to Transform Their Work to Help Children and Families

How the Indiana Department of Child Services used the pandemic to transform their work to help children and families.

A New Promise for CCWIS: Provide Capacity to Do More Good
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A New Promise for CCWIS: Provide Capacity to Do More Good

A New Promise for CCWIS: Provide Capacity to Do More Good

The new promise of CCWIS is to build systems that support and coach and help caseworkers move the work.

By Sean Toole|August 2020|Categories: Business Process Redesign|Tags: Automation, Backlog, Bottlenecks, BPR, Business Process Redesign, Capacity, Capacity Crisis, Case flow, Caseflow, Caseloads, Caseworker, CCWIS, Child Welfare, Children and Families, Constraint, Dashboard, Data, Flow, Flow of Work, Government, Increase Capacity, Insights, IT, Manager, Managers, Outcomes, Process, Process Management, Sean Toole, Smart process, State, Supervisor, System, Technology, Thought Leadership, Visibility, Workflow|

An Ounce of Prevention is Worth …
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An Ounce of Prevention is Worth …

An Ounce of Prevention is Worth …

Child welfare has a pipe problem. Our pipes can't handle this much pressure... But there's another way, a way to relive the pressure and unleash the amazing internal motivation of our people ... and it starts with fixing the plumbing.

By Bill Bott|October 2019|Categories: Business Process Redesign|Tags: Automation, Backlog, Bill Bott, BPR, Capacity, Caseloads, Caseworker, CCWIS, Child Abuse, Child Protection, Child Welfare, Children and Families, Government, Increase Capacity, IT, Keep Kids Safe, Outcomes, Process, State|

When Technology Is Not the Solution
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When Technology Is Not the Solution

When Technology Is Not the Solution

Despite years of investments worth billions of dollars, government has not seen the kind of radical results it expected from technology. A key reason why: States and localities first need to fix their capacity problem.

By Bill Bott|March 2019|Categories: Business Process Redesign|Tags: Backlog, Bill Bott, Capacity, Child Welfare, Efficiencies, Government, Increase Capacity, IT, Performance, Process Human Services, Radical, Results, Technology|

Adaptive Leadership: Streamlining Processes Before Automation
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Adaptive Leadership: Streamlining Processes Before Automation

Adaptive Leadership: Streamlining Processes Before Automation

Before you automate, consider these simple steps to speed up how your work gets done.

By Leo Ribas|February 2018|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Automation, Backlog, Capacity, Customer, First Contact Resolution, Government, Human Services, Increase Capacity, Innovation, Leo Ribas, Medicaid, Metrics, Public Assistance, SNAP, Technology, Thought Leadership|

Never Get Behind Again: Old Thinking Through a New Lens
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Never Get Behind Again: Old Thinking Through a New Lens

Never Get Behind Again: Old Thinking Through a New Lens

Break free of backlog by focusing on one-day timeliness.

By Leo Ribas, Wayne Salter, Blake Shaw|April 2017|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Backlog, Blake Shaw, Call Centers, Capacity, Customer, Data, Efficient, First Contact Resolution, Government, Human Services, Increase Capacity, Leo Ribas, Medicaid, Public Assistance, SNAP, Technology, Thought Leadership|

CYA is Killing Kids
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CYA is Killing Kids

CYA is Killing Kids

Agencies’ tendency to add more rules (and thus work) every time something bad happens prevents child protection workers from doing everything they can to keep kids safe.

By Bill Bott|June 2013|Categories: Performance Improvement|Tags: Backlog, Bill Bott, Broken System, Capacity, Caseloads, Child Abuse, Child Protection, Child Welfare, CYA, Do Good, Employees, Government, Increase Capacity, Keep Kids Safe, Pipes, Results, Thought Leadership|