Transcript One-Stop Service Tracking (OSST) System

Food Stamp Employment and Training (FSET)
and Optional Workfare (OW) Programs
Effective February 1, 2008
One-Stop Service Tracking
(OSST) System
Automated Notification Process
Agenda

Definitions

Overview Using a Flow Chart

The Automated Referral Process

The Automated Notification Process



The Automated Conciliation and Sanction
Process
Updating Contact Information Included on
the Notices
Critical Reminders
2
Definitions
 Notification
of Mandatory
Participation (AWI-FSET 0004 Auto)


The Agency for Workforce Innovation (AWI)
will automatically print and send the
Notification of Mandatory Participation (AWIFSET 0004 Auto) letters for when a case is
referred in the OSST system
NOTE: Transfer To-Dos will not initiate that automation
process. Program staff will be required to review the cases
with a “Transfer-To” and a “Transfer From” To-Do for case
action

Program staff will need to take the appropriate actions
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Automated Notice of
Mandatory Participation
What will the
Initial notice say?
How does the
One-Stop /
Service Providers
contact
information get
printed on the
notice?
The notice has data fields
imbedded in it ready to
pre-populate data found in
OSST upon printing.
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Definitions
 Notice
of Failure to Comply
(AWI-
FSET 4165 Auto)

AWI will automatically print and send the Notice
of Failure to Comply (AWI-FSET 4165 Auto) letter
for noncompliant FSET participants in OSST that
have not responded to or followed the special
directions on the Notification of Mandatory
Participation (AWI-FSET 0004 Auto) letter.
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Automated Failure
to Comply Notice
What does the
Initial notice say?
How does the
One-Stop /
Service Providers
contact
information get
printed on the
notice?
The notice has data fields
imbedded in it ready to
pre-populate data found in
OSST upon printing.
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Definitions

Automated Sanction Request


The OSST system will automatically request sanctions for
noncompliant participants that have not responded to the
Notice of Failure to Comply (AWI-FSET 4165 Auto) letter, or that
had no case manager intervention, and was referred after
February 1, 2008.
Automated Case Closures

Automatic case closures for noncompliant participants who
have not responded to the Notification of Mandatory
Participation (AWI-FSET 0004 Auto) letter or the Notice of
Failure to Comply (AWI-FSET 4165 Auto) letter and has shown
no compliance before the sanction was imposed.
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Region / Case Manager
Normal Program Operation
How the
Automation Works
Comply Within 10 Days
The OSST system will mail
a Notification
Case Manager Takes
of Mandatory Participation to Over
participants
Case
of the FSET and OW program if the
participant has been referred by the DCF
through the FLORIDA interface or the
NOTE: Once a Case
interface has initiated a move from one
Manager Touches a
Case (Intervenes) at
area to another (as indicated below).
The notification will be mailed for
following cases:
Any Point in the
Process, The Case
the
and Actions are Now
Controlled by the Case
Managers (OSST
Automation Stops)
OSST / IT
Automation
Process Starts
Florida Down
Referral
Generate
Notification Letter /
Update System to
Reflect Action
•If an open
transferred
counties;
Ends / Normal
Program
Operation
case has
been
Continues for
between regions
Complying or
Participants
Comply Within 10 Days
Case Manager Takes
Over Case
•If an open case has been
transferred between a nonoperating unit to an operating
program unit; and
Compliance Before
Case is Closed
Case Manager Takes
Over Case
•If an open case has been
transferred from the WT program
to FSET/OWP.
NOTE: Cases in red were not effective
February 1, 2008. Case managers need to
act on transfer To-Dos.
Mail Merge
Process
Print Applicable
Letter
No Compliance Within 10 Days
•A new FSET/OWP case is created;
Case Manager
•A case that was previously
closed
Intervention
is reopened;
Letter Generation
AWI
Mail Merge Process
Send Formatted
Documents to
Pitney Bowes
Generate
Notice of
Failure Letter /
Enter
Conciliation
Process / Case
Note
Print / Mail to
Participant
No Compliance Within 10 Days
Generate
Sanction
Request / Add
Case Note
Process Ends
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How the
Automation
Works Cont’d
If the participant complies
with the notification
process according to the
Notification of Mandatory
Participation, program
staff must end the
Notification Letter activity
with an Actual End Date
and Outcome. Program
staff will be responsible
for following up with the
program participant,
entering data in OSST and
responding to any new
To-Dos posted on the
case.
If the participant does not
comply with the
Notification of Mandatory
Participation within ten
days of the mailing date,
the automated process
will initiate the conciliation
process. Program staff are
not required to start the
conciliation process.
Region / Case Manager
Normal Program Operation
OSST / IT
Automation
AWI
Mail Merge Process
Process Starts
Florida Down
Referral
Generate
Notification Letter /
Update System to
Reflect Action
Comply Within 10 Days
Case Manager Takes
Over Case
NOTE: Once a Case
Manager Touches a
Case (Intervenes) at
Any Point in the
Process, The Case
and Actions are Now
Controlled by the Case
Managers (OSST
Automation Stops)
Case Manager
Intervention
Letter Generation
Ends / Normal
Program Operation
Continues for
Complying
Participants
Comply Within 10 Days
Case Manager Takes
Over Case
Mail Merge
Process
Print Applicable
Letter
No Compliance Within 10 Days
Send Formatted
Documents to
Pitney Bowes
Generate
Notice of
Failure Letter /
Enter
Conciliation
Process / Case
Note
Print / Mail to
Participant
No Compliance Within 10 Days
Compliance Before
Case is Closed
Case Manager Takes
Over Case
Generate
Sanction
Request / Add
Case Note
Process Ends
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How the
Automation
Works Cont’d
If the participant complies
according to conciliation
requirements, staff must
terminate the conciliation
process according to
guidance. Program staff
will be required to follow
up with the program
participant.
If the participant does not
respond and take the
course of action required
to terminate the
conciliation process, the
AWI will continue through
the automated process by
requesting a sanction.
The automation
process will request
the sanction, confirm
any closure/sanction
To-Do generated
through the interface
and close the
FSET/OWP case.
Region / Case Manager
Normal Program Operation
OSST / IT
Automation
AWI
Mail Merge Process
Process Starts
Florida Down
Referral
Generate
Notification Letter /
Update System to
Reflect Action
Comply Within 10 Days
Case Manager Takes
Over Case
NOTE: Once a Case
Manager Touches a
Case (Intervenes) at
Any Point in the
Process, The Case
and Actions are Now
Controlled by the Case
Managers (OSST
Automation Stops)
Case Manager
Intervention
Letter Generation
Ends / Normal
Program Operation
Continues for
Complying
Participants
Comply Within 10 Days
Case Manager Takes
Over Case
Mail Merge
Process
Print Applicable
Letter
No Compliance Within 10 Days
Send Formatted
Documents to
Pitney Bowes
Generate
Notice of
Failure Letter /
Enter
Conciliation
Process / Case
Note
Print / Mail to
Participant
No Compliance Within 10 Days
Compliance Before
Case is Closed
Case Manager Takes
Over Case
Generate
Sanction
Request / Add
Case Note
Process Ends
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Reason for Automating the Referral
Process

Decreased annual federal funding

General Revenue (GR) shortfalls

Increasing FSET caseloads


High volumes of noncompliant participants and the
administrative work involved with sending noncompliant
participation notices
Better quality of service for participants who agree to
comply with program requirements
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The Automated Referral Process




The OSST system is sent a large file every night
through the interface with the Department of Children
and Families’ data entry system, the Florida On-line
Recipient Integrated Data Access (FLORIDA) system
The information is interpreted through the interface
process and “To-Dos” are created to notify program
staff of actions to take on cases
Program staff are sent To-Dos to take actions on new
cases, reopened cases, and cases that have been
moved
Before February 1, 2008, program staff were required
to mail orientation notices or letters in an attempt to
engage the new, reopened or transferred participant
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The Automated Notification Process

Effective February 1, 2008

A Notification of Mandatory
Participation (AWI-FSET 0004 Auto)
will be sent to participants whose
cases are


Created in OSST because of information
received in the FLORIDA interface
Are reopened in OSST because of
information received in the FLORIDA
interface
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The Automated Notification Process

The automated process will confirm
all “New Case” and “Reopen” To-Dos
generated from the FLORIDA
Interface
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The Automated Notification Process


The letter will be
generated through the
automated process and
mailed by Pitney Bowes
mailing services
A series of actions will
be taken in the OSST
system to demonstrate
the automated process
has been initiated
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The Automated Notification Process

A new activity, FSET Mandatory Participation Notice
(599), has been created to document the process in the
OSST system



This will assist program staff with identifying cases in
the automated notification process
The Notification Activity (599) will be posted on the Skill
Development screen

With an Actual Start Date

With an Anticipated End Date
The Notification Activity (599) posted on the Skill
Development screen indicates that the Notification of
Mandatory Participation letter was mailed
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The Automated Notification Process



If the participant does reports to program staff
according to the instructions on the Notice of
Mandatory Participation, the program staff must
terminate the Notification Activity on the Skill
Development screen
The entry of an Outcome and End Date on the
Notification Activity will terminate the automation
process
Program staff will be required to follow up with the
program participant according to program
requirements and guidelines
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The Automated Notification Process

If the participant does not contact or report to the
service provider as instructed on the Notification of
Mandatory Participation,


Program staff must not terminate the “Notification
Letter” activity on the Skill Development screen
The lack of an “Outcome” or an “Actual End Date”
will trigger the automated conciliation process
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The Automated Conciliation Process

If the participant does not comply as
requested in the Notification of
Mandatory Participation


Program staff does not end the
“Notification Letter” activity on the Skill
Development screen
OSST will automatically initiate the
conciliation process

AWI will mail a Notice of Failure to
Comply and Possible Sanction
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The Automated Conciliation Process

The failure date and failure reason
will be added to the Alternative Plan
screen to reflect the failure
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The Automated Conciliation Process

If the participant meets the
requirements to terminate the
conciliation process



By complying, providing good cause or
for some reason that qualifies as “Other”
Select the “FSET Conciliation” hyperlink
Enter the “Next Step” by selecting
“Complied,” “Provided Good Cause,” or
“Other”
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The Automated Conciliation Process


Enter the “End Date” and a “Description”
according to guidance and local
operating procedures.
Once program staff has intervened, the
program staff is required to continue
following up with the program
participant. The automated process is
terminated.
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The Automated Sanction Process

If the participant does not respond
to the conciliation notice


Program staff should not end the
conciliation with a “Next Step,” “End
Date,” and “Description,”
The AWI will continue through the
automated process by requesting a
sanction.
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Updating Contact Information Included
on the Notices


The name of the program contact, phone
number and address on the Notification of
Mandatory Participation is based on
information entered by the RWB or OW
program Administrative Entity on the OSST
Security Maintenance screens
OSST security personnel can upload
information regarding orientation sessions
or other specific directions to the
Notification of Mandatory Participation by
updating the OSST Security Maintenance
screens, unit description field
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Updating Contact Information Included
on the Notices


Upload special instructions that will
be printed on the Notification of
Mandatory Participation
The special instructions will appear
on the Notification of Mandatory
Participation letter based on the
Region/County/Unit the case is
assigned in the OSST system
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Updating Contact Information Included
on the Notices



Go to the “Green Screen” or the OSST Main Links Page
Log on to the Security Maintenance screen for the
production version of OSST
Select the hyperlink titled “Security Maintenance” under
the CASETRACKING SITES column

Select the maintenance screen for the “Production
Environment” by selecting the “Security Maintenance”
hyperlink next to “Production.”
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Updating Contact Information Included
on the Notices


To enter the Security Maintenance site for
the OSST Production Environment, the user
must enter the appropriate “User ID” and
“Password”
Select the tab “Login”
27
Updating Contact Information Included
on the Notices


Move the cursor over the tab titled “Maintain Units”
to activate the dropdown feature
Select the “Unit Search” option in the dropdown by
moving the cursor and highlighting “Unit Search”
28
Updating Contact Information Included
on the Notices



Enter the applicable region in the box titled “Region
ID”
Enter the applicable county in the box titled “County
ID”
Select “Search” at the bottom of the screen.
29
Updating Contact Information Included
on the Notices




The screen will refresh to display a list of units in the area region and
county selected
In the example below, the region has several units associated with the
County ID “1”
The information associated with these units must be updated to ensure the
correct name, address, phone number and other contact information
displays correctly on the notices issued through the automated process
To update the contact information and enter special instructions, select the
“Unit ID” number’s hyperlink
30
Updating Contact Information in the
OSST system Cont’d

Select the tab titled “Edit Unit
Details” at the bottom of the screen
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Updating Contact Information Included
on the Notices




Update the Unit Name, Address line 1, Address line 2, City, State and Zip
Only enter the first five numbers of the zip code
Please enter a phone number in the line titled “Phone” and a fax number in
the row titled “Fax.”
The information saved will be printed on the automated notices sent to
program participants based on the Region/County/Unit in which the case is
assigned
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Updating Contact Information Included
on the Notices


To include special instructions in the Notification
of Mandatory Participation notice, add the
language in the Unit Description box under the
Unit Details section of the screen
Enter the instructions between two asterisks
(*)

For example: *Orientation is conducted
Monday-Friday at 9:00 AM at the address
provided in the letter. Please attend an
orientation before the ten-day deadline
provided in the letter to remain in
compliance. If you cannot attend
orientation, call immediately.*
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Updating Contact Information Included
on the Notices


The instructions must be no more than 250
characters. This includes spaces and
punctuation marks
If the instructions are not between two
asterisks as shown in the example above,
the instructions will not appear on the
notification


Note: do not use more that one asterisk
on each side of the desired text
Remember to select “Save” once all the
pertinent information has been updated
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Critical Reminders

The OSST system will mail a
Notification of Mandatory Participation
to participants of the FSET and OWP
program if the participant has been
referred by the DCF through the
FLORIDA interface or the interface has
initiated a move from one area to
another (as indicated below). The
notification will be mailed for the
following cases:

A new FSET/OWP case is created

A case that was previously closed is reopened
35
Critical Reminders Cont’d


If the participant complies with the notification
process according to the Notification of Mandatory
Participation, program staff must end the
Notification Letter activity with an Actual End Date
and Outcome. Program staff will be responsible for
following up with the program participant, entering
data in OSST and responding to any new To-Dos
posted on the case
If the participant does not comply with the
Notification of Mandatory Participation, the
automated process will initiate the conciliation.
Program staff are not required to start the
conciliation process
36
Critical Reminders Cont’d



If the participant complies according to conciliation
requirements, staff must terminate the conciliation
process according to guidance. Program staff will be
required to follow up with the program participant
If the participant does not comply according to
conciliation requirements, staff should not terminate
the process on the Alternative Plan screen. The
automated process will initiate a sanction
Program staff are required to follow up with any
cases that were open prior to February 1, 2008. The
automated process will only impact cases that are
created, reopened or transferred (as outlined above)
on or after February 1, 2008
37
Future Enhancements

In a future phase of the automation
process, the OSST system will initiate
the automated process when an
OSST case is transferred between
regions, counties or from a nonserving unit to serving unit
38
Questions?
Please Contact:
Delores Coachman
(850) 245-7411
[email protected]
Or:
Daniel Harper
(850) 245-7430
[email protected]
39