"Cover" page for HSA

[lippytak]

If we can give HSA better information upfront, this may smooth out the internal business process and result in more approved applications. It could also be a cool opportunity to delight HSA staff with some friendly copy or baller logo.

Bringing this back from the dead with more clarity on the goal: The cover page would come before the first page of the application and provide curated info/instructions for HSA staff. The goal is to improve/standardize internal business process for Clean cases in order to increase the approval rate.

• [x] @alanjosephwilliams designs it
• [x] @lippytak reviews for content
• [x] @daguar battles with PDFs (slaps it onto the front of every application)

[alanjosephwilliams]

Quick thoughts on information we may want to surface in a cover letter.

• [ ] Name
• [ ] Phone
• [ ] E-mail indication as to which is the preferred method of follow up
• [ ] Preferred times to follow up
• [ ] Which documents can be found inside
• [ ] Date submitted
• [ ] Who assisted??
• [ ] Which programs the applicant would like to enroll in
• [ ] Number of family members

Could be interested to test a plain language statement of information, too. Something like this for the current fields would be like:

"Alan Williams is an English speaker that can be reached at 555-555-555. Alan does not have an e-mail address at this time.

A 29-year old adult male, Alan was born on January 9th, 1985. His social security number is 555-555-5555. He resides and receives mail at 4444 9th Avenue, San Francisco, CA 94117."

[daguar]

We can totally write all that shit over there I think. What's the ideal info experience?

On Aug 8, 2014, at 10:00 PM, alanjosephwilliams notifications@github.com wrote:

Quick thoughts on information we may want to surface in a cover letter.

Name Phone E-mail indication as to which is the preferred method of follow up Preferred times to follow up Which documents can be found inside Date submitted Who assisted?? Which programs the applicant would like to enroll in Number of family members — Reply to this email directly or view it on GitHub.

[alanjosephwilliams]

Here is a wireframe of one approach

[lippytak]

I think writing out the case info in a more worker-friendly way is definitely a BIG win and will help get our clients approved quickly but let's also brainstorm a bit about how to DELIGHT the worker. This is our first interaction with HSA:

• How can we make them smile or laugh?
• How can we solicit their feedback ("This application includes less info than your'e used to...if that's a problem call Jake right now to talk about it!" or "If you approve or deny this case, please go to c4a.me/clean and update the status")
• How can we humanize our cases to make them care about our clients?
• How can we prep them for funky looking verification docs? "These pics might look a bit weird, that's because..."

Etc.

[daguar]

How can we make them smile or laugh?

Corgi puppies.

(Not joking.)

[alanjosephwilliams]

You can find the writable v1 of the Cover Letter in Slack (GH issues does not support PDF)

https://slack-files.com/files-pri-safe/T024F66L9-F02HJ4ZAM/cover_letter_v3_form.pdf?c=1409341625-ba1a8e1dd6ba8f9bcf503ec73b670e2dd4532a8b

Closing this issue. We can reopen or open a new issue for v2 improvements.

[lippytak]

Bringing this back from the dead with more clarity on goal/context...The cover page would come before the first page of the application and provide curated info/instructions for HSA staff. The goal is to improve/standardize internal business process for Clean cases in order to increase the approval rate.

[alanjosephwilliams]

This sprint I'll do a pass that models the interactions you described in the most recent business process overview. Pen and ink first, then moving to a writable PDF.

[lippytak]

Touch base with me before you do anything on internal biz process stuff - it's pretty detailed and still changing a bit so not sure it's a good use of time.

On Mon, Dec 22, 2014 at 9:57 AM, Alan Joseph Williams < notifications@github.com> wrote:

This is spring I'll do a pass that models the interactions you described in the most recent business process overview. Pen and ink first, then moving to a writable PDF.

— Reply to this email directly or view it on GitHub https://github.com/codeforamerica/calfresh-and-so-clean/issues/112#issuecomment-67868227 .

[alanjosephwilliams]

:+1: we're on the same page—I'll bring sketches when we touch base.

[lippytak]

Punting until we have better data on % applications denied due to internal biz process hiccups + a better understanding of what those specific hiccups are.

[alanjosephwilliams]

:thumbsup:

On Mon, Dec 29, 2014 at 12:26 PM, Jake Solomon notifications@github.com wrote:

Punting until we have better data on % applications denied due to internal biz process hiccups + a better understanding of what those specific hiccups are.

— Reply to this email directly or view it on GitHub https://github.com/codeforamerica/calfresh-and-so-clean/issues/112#issuecomment-68283169 .

t: @alanjosephwilli p: 817 713 6264

[daguar]

Yet another :+1: — great to drive this based on what we know about the bottlenecks to our user's need.

[lippytak]

Just spoke w James and Liliana on the phone about a Clean case that was put into the wrong calling queue, which would have resulted in an abandoned/denied case if Liliana had not explicitly followed up about the case. This happened because the RM person who cleared the case didn't have full info on what to do with Clean cases. Consider this a bit more evidence for value of cover page, though for now I'll try to address this with an email to the folks in RM.

[daguar]

@lippytak — could you expand a bit on what you mean by "wrong calling queue"?

(Aside, I think it's fantastic process to [1] manually concierge when our system fails to ensure no USER failure while [2] letting the [discovered by real life] failures drive feature dev.)

[lippytak]

Sure - basically EWs get their tasks by pulling from various task queues. One Clean case ended up in a "outreach queue", which is used only occasionally for real time events like CalFresh in a day and Project Homeless Connect...so the case stalled. The case should have ended up in the "cold call queue" which is the basic queue for cases that come in through MBCW and a few other sources.

On Fri, Jan 9, 2015 at 2:52 PM, Dave Guarino notifications@github.com wrote:

@lippytak https://github.com/lippytak — could you expand a bit on what you mean by "wrong calling queue"?

(Aside, I think it's fantastic process to [1] manually concierge when our system fails to ensure no USER failure while [2] letting the [discovered by real life] failures drive feature dev.)

— Reply to this email directly or view it on GitHub https://github.com/codeforamerica/calfresh-and-so-clean/issues/112#issuecomment-69414300 .

[lippytak]

More evidence:

We're going to talk to a few of the EWs who were confused to figure out why (cf-285? limited info? what info did they need? why did they need it?) and then we can figure out the best way to address it (cover page, individual FU by Carissa, email to staff?)

[daguar]

This feature is particularly important if we're expanding to counties with a very light touch relationship — it may even be worth noting that this is by law a sufficient application for processing.

[lippytak]

@alanjosephwilliams and I spoke to Carissa and she ran into another case where the EW was confused by 'only 3 pages' and sent out a new application to the client (though continued to process the case as usual). I think it's time for a VERY brief cover page:

• Mark and/or something to make people smile
• Brief description of what this is (legally valid application...)
• Where to go with questions.

[alanjosephwilliams]

:thumbsup:

On Mon, Feb 16, 2015 at 4:06 PM, Jake Solomon notifications@github.com wrote:

@alanjosephwilliams https://github.com/alanjosephwilliams and I spoke to Carissa and she ran into another case where the EW was confused by 'only 3 pages' and sent out a new application to the client (though continued to process the case as usual). I think it's time for a VERY brief cover page:

• Mark and/or something to make people smile
• Brief description of what this is (legally valid application...)
• Where to go with questions.

— Reply to this email directly or view it on GitHub https://github.com/codeforamerica/clean/issues/112#issuecomment-74594255 .

t: @alanjosephwilli p: 817 713 6264

[daguar]

Yeah, I think we're feeling the pain. Let's do this.

[alanjosephwilliams]

Cover letter for review. This version assumes no data will be written to the PDF.

[lippytak]

Awesome. It made me smile! Small things:

• Remove Carissa's contact info and put mine instead (per her request)
• Specify next step is phone interview in the 'handle as usual section' - "Please treat this application like any other CalFresh application. The next step is to get in touch with the client for a phone interview."

[alanjosephwilliams]

:+1:

[alanjosephwilliams]

[alanjosephwilliams]

The .indd / jpeg / pdf files are saved in the DB under Health > Clean > Cover Page. I'm reassigning to Dave now that we are ready to package it with applications.