El Paso County Returned Mail and Backlog Project Karen Logan Director of Economic and Administrative Services Brian Pilger Economic Assistance Manager Backlog Things we did to prevent further backlog and assist with timeliness ID: 771320
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El Paso CountyReturned Mail and Backlog Project Karen Logan, Director of Economic and Administrative Services Brian Pilger, Economic Assistance Manager
Backlog Things we did to prevent further backlog and assist with timeliness Monitored the dashboard This ensured we stayed above that 95% Pulled all available reports EPG S report MA RRR MA exception report Cleaned up HSConnects Completed packets of work between 20-40 cases per packet per 6 hour timeframe Worked through now current dates Cleaned through all CRF’s and VCL’s
Backlog Trends we found RRR’s were not being started FA RRR’s were being processed but not completing the MA Old Sup Auths were not addressed State ID’s not addressed Leaving individuals pending Backlog too high so CRF or VCL was never processed HDT’s were not addressed Retro not being addressed timely or at all Several cases within the retro that weren’t addressed
Returned Mail Discoveries What we learned: The amount of correspondence that is sent out is: Too much for Counties to handle on an individual basis Many duplicate pieces of correspondence, including situations where even after case closure, mail continued to go out from the system Due to our County’s backlog of CRF’s, there are addresses that were not updated timely therefore caused unnecessary closures/rescinds Post office not delivering and sending mail back to County even when address for client remains the same Client’s used our County address (at DHS office) for their address- were returned 1095’s return back to County without undeliverable sticker There was some benefit in reaching clients to update addresses, but this was a very small portion (less than 5% ?) of the entire flow of returned mail
Homeless population challenges
QUESTIONS