We can provide clients with better, faster service when our systems can communicate with them via text and email. Instant electronic communications from DSS can help clients keep their case active, and help workers maintain an efficient workflow.
But first we need to obtain the client's consent to receive electronic communications, and document it in our eligibility computer system (CalWIN). Over the last several years, we have reached out to clients to obtain their consent, but the response rate has been low, and the process was a bit tedious: typically the client had to fill out a form by hand, and the eligibility worker had to make manual update entries in CalWIN.
So we've added a new way that's easier for clients and workers alike. Now, when a client uses our popular OCTOPUS portal to upload documents or send a message, a simple check box lets them consent to receive electronic communications. This consent, and the client's text and email info, are automatically populated in the appropriate windows in CalWIN, and a case comment is automatically generated, saving the EW time and effort.
This automation also better prepares us for CalSAWS implementation as we will secure more consents, text messaging numbers, and email addresses. Read on to learn more!
The interfacing of files between OCTOPUS and CalWIN started February 10, 2022. This project is now operational and will help maximize our ability to communicate with our clients electronically, by increasing the number of consents for eCommunication we upload to our CalWIN cases.
To prepare for this automation, OCTOPUS was enhanced to collect eCommunication consents from our clients as they use the platform. We also worked with CalWIN to establish an interface. The interface then:
- Uploads the consent on the eCommunication window
- Uploads the phone number and email address on the Collect Case Summary Detail window
- Generates a Case Comment indicating “Consent for text number xxx-xxx-xxxx and email email@email.com received by client via OCTOPUS on mm/dd/yyyy, case record has been updated.”
- Updates the Collect Individual Demographics Detail window for the primary applicant
- Generates the MC 222 to report the change in phone number. This is only for active Medi cases with a pending disability evaluation.
The image below gives quick visual of how it works. For more details and CalWIN screenshots, see the Release 67 Bulletin.
This was a collaborative process that crossed several divisions, two branches, and outside partners. We were inspired by the teamwork, skills, and cooperation from staff. Many thanks for everyone that contributed to this effort! The core team was Thomas Cowdrey, Salvador Hernandez, Gloria Herrera, Maria Ferreira, Mitch Kawatachi and Veronica Alvarez. Management sponsors were Heather Gardner and Christina Groppetti. Thanks, everyone!
"Great things in business are never done by one person. They're done by a team of people." – Steve Jobs