Supporting APD/AAA field structure by providing efficient, timely, and accurate information through superior customer service.

November 2018

In the LoopAPD Field Services

In this edition:ALP graduation in La Grande 1 EAU and mortgage information 6CPR and First Aid cards for HCWs 2 SNAP medical deductions for service 6Don’t forget - 512 rate adjustments 2 animalsNorth Bend honors their veterans 2 A letter from Lean Academy - CM process 7Shake it pout Grants Pass! 3 backupHermiston Halloween 3 continued 8December 2018 calendar of events 3 AVS kick-off 9Three online course requirements 4 CAM implementation update 10New CI sheet for submissions 4 Headlight safety reminder 10APD Field Services Halloween 5Don’t forget - iLearn instructions 5More NVRA QA 5

ALP graduation in La GrandeDirector Fariborz Pakseresht visited D13 on November 14th to celebrate the Aspiring Leaders Program (ALP) graduation held in La Grande. While there, he visited with staff from both the Baker City and La Grande Offices, including the Vocational Rehabilitation team in La Grande.

Many thanks to Kimberly Norton for sending this in and congratulations to all the graduates!

Baker City APD staff, L-R: Amy Powell, Tiffany

Gyllenberg, Debra Anderson, Jessica Wright, Barry Macy, Fariborz, Rob Jennings, Heidi Johnson,

Kellie Taylor.

LaGrande APD/VR Staff, L-R: Fariborz, Cody Yeates, Kaci George VR, Aaron Lenox, Angela Clousing, Kathy Sayers VR, Cheryln Partney VR, Roszanne Cornford, Jamie

Landa, Kathy McDowell, Cecily Magee, Angelia Boggs, Sean Phillips, Savannah Altenburg, Jodi West, Rhianna McDonald, Lisa Barlow, Tony Boyd

November 2018 Page 2

North Bend honors their veteransDon’t forget! Rate adjustments are not automatic! When asking for a rate adjustment following a

consumer’s placement in a special needs contract (SNC) facility, make sure your email request includes all information: consumer name and prime, provider name and number, and the start date. See the APD 494 for email address and completion directions.

CPR and First Aid cards for homecare workers (HCW)Homecare Workers (HCWs) may be interested in earning certifications through the Oregon Home Care Commission (OHCC). A requirement of the Professional Development Certification (PDC) and the Enhanced Certification is for the HCW to hold a valid CPR and First Aid card; if the CPR and First Aid card expires, their wages will drop back to the base rate of pay.

HCWs with a PDC or Enhanced certification have already been informed they must send their renewal cards to OHCC for review. OHCC verifies the CPR cards included a demonstration of skills. If the worker does not show a demonstration of skills on their CPR certification, such as an online CPR card, a contact is made to the worker and they are assisted in finding another CPR course.

Once the cards have been validated, the information is updated in the Registry and OHCC then contacts the team that updates payment screens. Entering the information in to the Registry will not impact the wages of the worker. Although many workers will turn in a CPR/FA card to the local office, we ask that those workers who hold a PDC or Enhanced certification be redirected to OHCC.

Ask the worker presenting the card, Do you hold a Professional Development Certification or Enhanced Certification? If the answer is Yes, simply redirect the worker to OHCC. Workers with certifications already have contact OHCC many times and have the contact information: Certifications.OHCC@dhsoha.state.or.us. Staff who have questions about a worker may also email this shared mailbox.Roberta Lily, Oregon Home Care Commission

Shasta - Donitta Booth, Central

Office

Have a question about Voter Registration? Check the manual, or contact Karen Kaino: 503-569-7034; karen.l.kaino@state.or.us.

November 2018 Page 3Shake it out Grants Pass!

The Grants Pass DHS-APD UNIT participated in the Great Shake Out Thursday, Oct 18, 2018 @ 10:18 a.m.

James the DJ, Safety Committee Member, played the song Shake Rattle and Roll over the bull horn while others monitored the aisles to make sure no one panicked and staff was being safe. Don, Margaret and Shari, Evacuation Committee Members, took pictures of the staff. Once pictures were taken,

the committee member released the staff member to enjoy the song and then resume work once the song was over.

Staff members were given the instructions ahead of time that once they heard the music to DROP, COVER, and HOLD ON.

We also stated If they could not DROP then Sit, bend your body onto your lap and Cover your Head with your hands as much as possible.

This was a successful event that instructed the staff what to do in case of an earthquake in a fun way. The pictures are worth a thousand words, it looks like everyone enjoyed themselves through the drill. Rebecca de Greyt, Grants Pass

Hermiston Halloween

Back row, L - R: Shantel Elliott and Halloween Tree; Middle, L - R: Nidia Caldera, Cary Brock, Citlalli Rome, Charity Vandever, Michelle Day;

Front: Jacque Grobskov.

Anne

Georgia

James

December 2018AIDS awareness month

Impaired driving prevention monthUniversal human rights month

Dec. 3- 7: Older driver safety week Dec. 10 - 17: Human rights week

Dec. 16 - 22: Gluten-free baking week

Dec. 3: Int’l day of persons with disabilitiesDec. 4: National cookie day

Dec. 7: Pearl Harbor remembrance dayDec. 10: Green Monday

Dec. 14: Ugly Christmas sweater dayDec. 17: Clean air day

Dec. 21: Winter solsticeDec. 25: Christmas - CLOSED

Dec. 26: National thank you you note dayDec. 28: Endangered Species Act day

Dec. 30: New Years Eve

Three online courses requirementThree online courses are required learning for all staff to ensure as state employees we are committed to creating and maintaining a workplace where we treat all people with fairness, dignity, and respect as well as living the DHS value of stewardship of our resources.

By taking these courses you are helping to create environments and relationships which promote safety in the workplace and an awareness of the diverse backgrounds and experiences we each bring to the workplace.

It is vital that where we work is a place everyone is respected and safe from discrimination and harassment in any form.

Take the three online courses by December 31, 2018. Register and take each course using the links provided in the table below.

Course Link Notes DAS – Maintaining a Harassment Free and Professional Workplace

go.usa.gov/xQQUM If you have taken the DHSOHA - HR - Creating and Maintaining a Respectful, Harassment and Discrimination Free Workplace - C03643 since January 1, 2018 you do not have to take this course.

DHS|OHA - Preventing Sexual Harassment

go.usa.gov/xPK5X If you have taken the DAS - CHRO - Preventing Sexual Harassment since January 1, 2018 you do not have to take this course.

DHSOHA - HR - Fraud Detection and Prevention

go.usa.gov/xn9XYThis must be run in Firefox or Edge; Internet Explorer won’t work.

If you have taken this course since January 1, 2018 you do not have to take this course.

If you experience technical issues with any of the above online courses please access the Technical Tips at the following link: https://www.oregon.gov/DHS/BUSINESS-SERVICES/DHSTraining/Online_courses_in_iLearn.pdf

November 2018 Page 4

New CI sheet for submissionsForm MSC 2991, Continuous Improvement Action Sheet, has been revised. The sheet is the same form number but now has a page of instructions and a more coincise format; the drawing area has been removed.

Please dispose of old versions of this form and use only the new version for submitting your ideas. A link to the form is also posted on the DHS intranet page for the APD Governance Team.

Sully - Allison Woelke, Prineville

November 2018 Page 5Don’t forget! Instructions have been written for APD and partners such as AAA

staff to access iLearn Oregon for trainings. Topics include first-time login, searching and enrolling in a course, canceling enrollment, and more. See APD-IM-18-086 for more information.

APD Field Services Team Halloween

Back row, L-R: Teena Essery, Erin Drake, Beverley Pinkerton, and Sarah Hansen; Front row, L-R: Beth Lee, Sandra Yoro,

Trevor Waskin, Mireya Omano-Soto, Jennifer Lawrence, Gwen Ayers, and Angela Munkers

More NVRA Q&ABelow are more questions and answers about the National Voter Registration Act (NVRA) procedures. If you have a question, contact Karen Kaino by phone, 503-569-7034, email: karen.l.kaino@state.or.us, or IM. See FSAM. XIII for the complete NVRA manual, including procedures and examples.

Staff are expected to follow procedures and guidance in the FSAM.

Q: In the new CAPI program we are required to update the NVRA question; we can’t update the income without doing this. What do we so when updating CAPI with the auto denial because the consumer never followed thru?

A: If the consumer doesn’t respond, mark the box on the CAPI as a NO and narrate, Vote Reg: No. Remember – we don’t care why the consumer doesn’t want a card, just that they didn’t. In this case, the CAPI had a link for the online voter registration if they wanted it, so we believe they have been taken care of for voter registration.

Q: How do we mark the CAPI when we speak with the authorized rep? It won’t allow us to leave it blank and there isn’t an N/A option.

A: The authorized rep issue on CAPI only requires a different response than for every other type of situation. In this case only you to mark the CAPI No and narrate you spoke only with an authorized rep.

Q: Our envelope has a return address of Secretary of State Salem OR 97310. Is it necessary for us to have another return address with our NVRA number on it?

Continued on the next page

Gustav - Karen Kaino, Central Office

Find help at Central Office using the contacts listed on the APD Staff Tools page!

November 2018 Page 6

EAU and mortgage informationAs Estate Administrators review a deceased recipient’s case in Oregon ACCESS, we evaluate all of the resources for potential recovery. One of the most significant assets is real property. Did they own a home, and if so, was there a mortgage?

It’s very helpful if case managers can obtain a copy of the most recent mortgage statement, narrate in Oregon ACCESS, and keep the copy in the file or scan it into EDMS. This will give the Estate Administration Unit (EAU) an idea of the amount encumbering the property before beginning the recovery process.

Kathleen Rossi, Estates Administration Unit

SNAP medical deductions for service animalsEddie, a SSI recipient, is in the office with his one year old service dog Murphy. Eddie reports Murphy reduces his anxiety and PTSD symptoms and goes with him everywhere. With Murphy “on duty” Eddie can relax and get a good night’s sleep confident his pup will bark and alert him if he hears any suspicious activity. No special training was needed because Murphy is a very compassionate animal with natural abilities. Eddie submitted a prescription letter from his primary care doctor endorsing Murphy’s value to Eddie as an emotional support animal.

Continued on the next page

Continued from the previous pageA: No – it is not necessary. Just write the agency number – not the branch number - on the

flap. Depending on the age of your envelopes, they may or may not have a line for the number. If there isn’t a line, just write the number middle-ish on the flap in BLACK ink. Agency numbers for NVRA are found on the APD Field Services webpage.

Q: If the applicant marks Yes to the NVRA question on CAPI it takes them to an online registration they complete. When we talk to them for their interview, they say they don’t a card because they registered online. What would the most appropriate narration and action(s) be on our end?

A: All you have to do is narrate is NO. The CAPI is tracked so that is the declination. Remember – we don’t care WHY they don’t want a registration card, just that they don’t.

Q: If a worker sends out a pre-filled application following an interview and is sending a voter’s registration card, marking the bubble is still sufficient, yes? What about admin staff? Does bubbling the box on this app suffice as well?

A: You are correct – the completed 539A with the bubble completed, and a narration, is all we need. If the worker is sending out a voter card with the app, they need to remove the tear off declination and just discard it. All staff at every level have the same expectations and can use the same processes.

P Hansen and P Cochran - Chris Ellis, CDDU

November 2018 Page 7Continued from the previous page

He verified the following costs from the last 30 days:Super service dog vest $50.00 (one time);Monthly dog food $20.00 monthly;Veterinary care plan: $25.00 monthly.

Digging through the policy: Seeing eye ponies, emotional support parrots, or epilepsy ferrets are some examples of prescribed service animals. To allow a SNAP medical deduction for costs associated with prescribed service animals the animal must meet the SNAP definition of service animal, which means they have received special, specific training to assist the individual with the medical issue for which the animal is prescribed. Here are some allowable and unallowable costs:

Allowable Not allowableCosts of acquiring animalVeterinary costsFood for animalSpecific trainingAnimal supplies

Basic obedience training;Costs associated with an animal not

specifically trained to assist SNAP recipient;

Past due or costs paid outside of the current certification period.

Uncovering the answer: Eddie would not be eligible for a medical deduction related to costs for Murphy. Although Murphy is prescribed and is a great support he has no specific training above his natural abilities; he is just a really awesome dog. Send Eddie a basic decision notice denying the medical deduction request. OAR 461 -160-0055 Medical Costs That Are Deductible.Jean Cubic, SNAP Policy

Charlie - Jo Ann May, Medford

A letter from Lean Academy – CM backup processAs a project spotlight for APD in Lean Academy, we interviewed Sarah Kilby. Sarah is a case manager(CM), and her project involved improving the backup process for case managers.

Interview:

1. What drew you to taking on this project?I like a good challenge. Being a stakeholder, I was invested in working on the problem to develop a change that benefited our consumers and case managers.

2. What is your problem statement?The current process for case manager backup is a daily rotation between 15 case carrying case managers. Usually there is one assigned case manager per day, with one ADRC

Continued on the next page

November 2018 Page 8Continued from the previous page

worker. The time spent on case manager backup duties averages 3.25 hours per day in additional work from their on-going case loads. This is causing frustration amongst case managers and a backlog of work. The backlog of work directly effects our consumers by delaying returned voice mails and submitting service referrals.

3. What are some issues with the process you and your team has identified?The process of case manager backup had never been defined before. The non-standardized process resulted in most of the case managers within our office having a different opinion on expectations and the backup process which made it difficult to narrow down a starting point for the project.

4. What are the identified root causes of the identified issues?The root cause was lack of consistency and protocol within the office. There had never been actual guidelines and processes put in place for how to perform the work.

5. Are there any “ah ha” moments you would like to share?There were a few “ah ha” moments. The biggest one was realizing my problem was a symptom of a much bigger problem. The data we collected showed the time being spent on case manager backup was less than originally thought, but the frustration was still present. Due to the increasing workload being asked of case managers, we agreed the 3.25 hours being spent on case manager backup was excessive.

6. What are some notable pieces of the project you would like to share?Just because you are told no, doesn’t mean you stop trying. Management didn’t fully accept our first proposed solution. Instead of stopping there, we pushed forward and revaluated everything we had done. In the end, the project went a different direction and the final solution had a greater impact.

7. What is the status of your project?We are working on implementing an official protocol for case management backup and screening new consumers are applying for Long Term Care Services. Along with these protocols we are developing a training for screening will be used office wide.

8. Are there any take-away ideas you would like to share?My project sparked a conversation about the workload capacity for APD case managers throughout the state. This is something I would like to continue working on in the future.

9. Do you have supporting data for your project? If so, please share it with us. Captured on the next page are some graphs showing how much time, on average, a case manager spends on actual case manager backup duties. Miscellaneous and general is lumped in with screening, making about 60% of the time being spent on Screening for services.

Continued on the next page

Kleen - Janice Castle, Central Office

Continued from the previous page

We at the Lean Academy would like to thank Sarah for agreeing to be our Lean Academy Spotlight this month and look forward to following up with her after the process has been fully implemented.

Contact us: Questions or Comments? Contact us via our Lean Academy – specific e-mail address: OCIDirector.LeanAcademy@State.or.us. Or, check us out on our intranet site!

November 2018 Page 9

AVS kick-offThe Department of Human Services is working to implement a web-based Asset Verification Service (AVS) to verify assets for Oregonians who are eligible for OSIP-M (non-SSI). The AVS is being implemented to comply with Section 1940 of the Social Security Act.

The AVS will simplify the resource verification process. Eligibility workers will submit requests for new applications through the AVS portal, while redeterminations will be automatically requested. Most results are returned within 5 days. This service is going to simplify the current process and will ensure more accurate and efficient collection of financial information.

Development of the AVS is underway, with plans to begin training in December. The AVS is planned to complete implementation by the end of 2018.

The AVS communications team is excited to share updates as more become available and will do so in manager meetings and emails. Please stay tuned.

Please send any questions about AVS to: AVS.Project@state.OR.US.

You can find AVS info and tools, on the CM Tools website and soon on the Staff Tools website (including presentations, FAQs, and more in the future).AVS Communication Team

Pete - Sharen Yeager, Medford

November 2018 Page 10CAM implementation update

The Aging and People with Disabilities program’s implementation of the Centralized Abuse Management (CAM) system is nearly complete in rolling out to APD and AAA offices statewide. With only one roll-out group remaining, there are now 243 people using CAM.

APD’s implementation of CAM consisted of four geographically based roll-out groups. The first three roll-out groups have now been implemented. The fourth and final roll-out group will go-live with CAM on December 10. The final roll-out group includes Lane County Council of Governments AAA and APD Districts 6, 7, 8 and 11.

Since CAM went live in July, there have been a total of 4,982 intakes recorded in CAM. Of those, 3,242 were closed at intake, 995 are currently assigned for investigation and 515 have had investigations completed and are now final.

Because the CAM system is now being widely used, more and more data is now available that can be used to support the important work of APS. Staff are starting to leverage the visibility of person accounts details in CAM so that they can better plan and support vulnerable individuals.

If you are currently using CAM, here are a couple of reminders to help you use the system:

When searching for a person, you can search by Last Name or First Name, but Middle Name is NOT searchable. In addition to name search fields, you can also search by email, phone, address, alias, Medicaid prime number or non-Medicaid number, among others. See the Search QRG for more details.

When creating unknown person accounts: When in intake (either quick intake or full intake), you can create unknown person accounts using the Last Name Unknown check-box. If you are needing to create an unknown person account directly from the Person Account tab (after the intake is complete), you will need to manually name the unknown person with the following naming convention: Unknown1 – intake number – type of person (AP/AV/W). See the Using Unknown Person Records QRG for more info.

For questions about CAM, please contact the project at CAM.Communications@state.or.us, and for more information visit the CAM webpage at cam.oregon.gov.

Headlights safety reminderFleet has received several reports of people driving vehicles with no taillights on in the dark. In many newer model vehicles, the daytime running headlamps will come on even when the light control is in the Off position but the vehicle’s taillights will not be on. It is extremely dan-gerous to drive in the dark with no tail lights; see example. Please make sure you know how to work the light controls on the vehicle you are driving.Brian King, Fleet and Parking Services Manager

Mr. Hobbs - Cindy Pryor, Central

Office