Onboard Contra Costa

[lippytak]

BLUF: Positive, folks want to learn, want to start with a couple test applications early May. With that said, the outcome of this meeting is more meetings :/ (though we don't have to be there)

Attendees

• Kim - BCW Clerk supervisor. Runs the 18 person team that clears all BCW apps.
• Audrey - CalFresh manager (high up)
• Roxana - CalFresh program specialist
• Rebecca Darnell - Deputy Director workforce dev programs

Notes

• "I'm here so we don't have another TurboTax situation" works really well :+1:
• We started with a great tone of Pilot = learn if it works. Works = works for clients, assisters, AND COUNTY staff. First rule: talk about problems. Talk about concerns now and talk about problems as they arise. If it doesn't work then we don't keep going.
• Vakil sold this as getting more and more high quality applications from the food bank's outreach effort (from 100 to 200 + better quality)
• Currently Food Bank outreach is mostly paper, no verification docs, all in person interviews, lots of illegible handwriting issues
• Everyone was excited and positive. Kim's team would take on the brunt of the work but it didn't seem like a problem for her.
• Everyone was excited to learn and very motivated to understand their own funnel/bottlenecks
• LOTS of disagreement in the room about how phone interviews work/don't work. Everyone wanted to learn about that.
• Rebecca mentioned that they don't need 'Yet Another Technology Tool' (YATT) to deal with. I shall teach GlossBot
• Audrey explicitly asked us to build a scraper to make Clean automatically fill out CalWIN. I said it was against their terms of use and she told us to do it anyway, "nobody's going to stop you?" LOVE IT! Great forward moving attitude all around.
• Concerns about bad image quality. Interested in a thumbnail + "Can you read this? If you can't read this then we can't read this" prompt kind of feature. I told her let's prove to ourselves it's a need first.
• How do they know CalWIN updates? "It doesn't work the next day."
• Clean
  • ~20% of cases have 6+ HH members in Contra Costa so #164 is important
  • Checkbox on who is/is not applying is important: #366
• Basic biz process
  • App comes into Kim's team, clerks check inbox hourly
  • Clerk app regs (aka clears) case and use special indicator so we can track cases
  • Clerk 'e-prints' documents to Compass (their iFiles)
  • Clerk (I think) sets phone appointment with HCAC team (new call center...open saturdays!)
  • HCAC team does one outbound call for phone appointment reminder...then tries to conduct interview as normal
  • Client can drop off additional verification docs at any office (though this can take a long time to get processed...should figure out a better way)
• Next steps (outcome of meetings is more meetings...but not with us!)
  • Meet with HCAC unit supervisor to make sure :+1:
  • Create special indicator with IT
  • Start with a couple test test applications early May (I encouraged everyone in the room to apply for themselves)

[lippytak]

I'm going to leave this thread open for now until we either get 1 real app in Contra Costa or decide not to pursue it.

[lippytak]

Bumped em

[lippytak]

Bumped em again

[lippytak]

Going to hold for a couple weeks while they true some new BCW features that may serve a similar use case.

[lippytak]

BLUF:

• Pilot july 1 - aug 31
• Food Bank only
• <= 100 cases total or 50/mo

Details: https://github.com/codeforamerica/health-notes/issues/15