IES Manager AG03 Student Guide - Illinois Department of ...€¦ · Course: AG03 Manager Module:...

IES Manager

AG03 Student Guide

v. A

Training – Day 1 9:00am – 4:30pm

IES AG03 STUDENT AGENDA Page 1 of 2 Updated: 1/20/2015

Student

Version

Welcome to IES Training for Managers

Time Module Lesson Module Lesson

9:00am – 10:00am Training Overview Training Agenda Introductions and Housekeeping IES Functionality Refresher

10:00am – 10:30am Reports

Search View and Print IES Reports Practice Searching and Viewing IES Reports Search and View The Case Progression Report Search and View Queue Metrics, Worker Metrics

and Cold Calling Metrics Understand My Inbox

10:30am – 10:45am Break

10:45am – 12:15pm Reports (cont.) Continue with Reports Module

12:15pm - 1:15pm Lunch

1:15pm – 2:30pm Scheduling

Create, Update and Override the Default Office Schedule

Key Questions to Setup Scheduling Assign Phone Interviews to a Worker View the Current and Historical Status of Workers

in your Office Search for Appointments as a Manager

2:30pm – 2:45pm Break

2:45pm – 4:00pm Scheduling (cont.) Continue with Scheduling Module

4:00pm – 4:30pm Tasks and Reminders View your Own Tasks/Reminders Check your Office’s Tasks/Reminders

End of Day 1

Training – Day 2 9:00am – 4:30pm

IES AG03 STUDENT AGENDA Page 2 of 2 Updated: 1/20/2015

Student

Version

Welcome to IES Training for Managers

Time Module Lesson Module Lesson

9:00am – 10:00am Employee Profiles Employee Profiles Overview Employee Profile Exercises Troubleshoot a Case Load Percentage

10:00am – 10:30am Troubleshooting

Troubleshooting Customer and Staff Questions Search Using Queue Metrics IES Management Tools Troubleshooting Program Denial, Overdue Intake

Cases, TANF and Adding a Member

10:30am – 10:45am Break

10:45am – 12:00pm Troubleshooting (cont.) Continue Troubleshooting Module

12:00pm – 1:00pm Lunch

1:00pm – 2:30pm Troubleshooting (cont.) Continue Troubleshooting Module

2:30pm – 2:45pm Break

2:45pm – 4:30pm Course Wrap Up Review of Modules Objectives and Q & A cont. Course Assessment Course Evaluation

End of Day 2

Course: AG03 Manager Module: Reports

REPORTS IES STUDENT GUIDE Page 1 of 22 Updated 1/20/2015

Table of Contents

Reports Overview................................................................................................................................. 2 Module Objectives ........................................................................................................................... 2 Lessons in this Module .................................................................................................................... 2

Lesson 1: Search View and Print IES Reports.................................................................................. 4 Exercise Instructions ........................................................................................................................ 4

Exercise Steps .......................................................................................................................... 4

Lesson 2: Practice Searching and Viewing IES Reports ................................................................. 9 Exercise Instructions ........................................................................................................................ 9

Exercise Steps .......................................................................................................................... 9

Lesson 3: View the Case Progression Report ................................................................................ 10 Exercise Instructions ...................................................................................................................... 10

Exercise Steps ........................................................................................................................ 10

Lesson 4: Worker Metrics ................................................................................................................. 12 Exercise Instructions ...................................................................................................................... 12

Exercise Steps ........................................................................................................................ 12 Exercise Steps ........................................................................................................................ 14

Lesson 5: Cold Calling Metrics ........................................................................................................ 15 Exercise Instructions ...................................................................................................................... 15

Exercise Steps ........................................................................................................................ 15

Lesson 6: Queue Metrics .................................................................................................................. 18 Queue Metrics ................................................................................................................................ 18

Exercise Steps: ....................................................................................................................... 20

Lesson 7: My Inbox ............................................................................................................................ 21 My Inbox Functionality: .................................................................................................................. 21

Exercise Steps: ....................................................................................................................... 21

Reports Summary .............................................................................................................................. 22 Additional Resources for this Lesson ............................................................................................ 22

Wizards ................................................................................................................................... 22 Important Things to Remember about Reports ............................................................................. 22 Module Objectives ......................................................................................................................... 22



Reports Overview

Time to Complete: 2 hours

HANDOUTS:

IES Reports Job Aid MH Reports Job Aid

Module Objectives

In this module, you will learn how to search, view, and print reports.

After completing this module, you will be able to:

Use reports and to help monitor your staff's workload and performance

Search and view IES Reports/Metrics

Lessons in this Module

1. Search, View, and Print IES Reports 2. Search and View Additional Reports 3. View the Case Progression Report 4. Understanding Worker Metrics 5. Understanding Cold Calling Metrics 6. Understanding Queue Metrics 7. Using My Inbox



Key Concepts

Concept Description

Report Access

Your Security Profile determines the reports you can access and view in IES.

Users with the following Security Roles can view all 1A reports:

Human Service Casework Manager

LOA/Regional Staff

System Monitors

Report Frequency

IES processes reports at regular intervals (daily, weekly or monthly), and for the entire state. You have the ability to filter down the reports to specific counties or offices.

Paper Reports

IES does not produce reports in paper hard copy. Current and historical reports can be viewed online.

New Reports

Some new reports are available in the IES system (SE-001-Weekly User Transaction Report, MH-323 Weekly Intake Unit Activity, MH- 132 Weekly Intake Worker Activity and MH-232 Weekly Intake activity by team. These reports do not replace your existing reports or reports or reporting systems.



Lesson 1: Search View and Print IES Reports

Time to Complete: 20 minutes

Begin Instructor-Led Exercise Perform this exercise with the instructor in IES.

Exercise Instructions

Search for a specific report (see Case Data Sheet), select the appropriate time period, and filter down the search criteria for a report to a specific county and office.

Exercise Steps

1. From Left Navigation, select Reports, and then select Search View Reports. The Search and View Reports page displays a list of reports sorted by report number.

2. Enter any search criteria to narrow the results of the reports listed. At least one field must be populated to narrow the search. For this example, use the report number.

Report ID: Enter the Report ID

Frequency: (optional)

Report Title: (optional)



3. Click [Search]. The Report Number displays at the bottom of the page.

4. Click the Report Number hyperlink. The Search and View Reports displays a list of the ten most recent reports that were run.



5. Click the radio button next to the specific Report Date Range for the report you wish to view.

6. If an Employee User ID is present in the Employee User ID field, remove it.

7. Enter the information into the following fields:

County: Select a county from the drop down - Cook

Office Name: Select an office within the county from the drop down Calumet Park FCRC

Team #: Select a team from the drop down

Tip: If Workers fail to enter additional search criteria, the report will generate information for the entire state.

8. Click [View]. The report displays in Adobe Reader.

9. View the desired report information.



Tip: Use the arrows at the bottom of the page to view additional pages of the report.

The page numbers next to the arrows show the current page and the total number of pages for the entire state or filtered report.

10. If you would like to search for information within the report, you can do so.

11. On your keyboard, press and hold [Control] and simultaneously press [F] and then release both keys.

12. Type the Key Word you want to find.

13. Press [Enter].

14. You will see the first reference of the Key Word you searched for on the report with a blue marquee border.

15. Press [Enter] to view the additional references to the Key Word you searched for.

Tip: You can also adjust the size of the report to view more on a

page by changing the % at the top of the Adobe window.

16. To close the report, click [X] at the upper right corner of the PDF screen.

HANDOUTS: Refer to the MH Reports Job Aid.

THIS EXERCISE IS COMPLETE.



Lesson 2: Practice Searching and Viewing IES Reports


Let Me Try!

Perform the next steps in the exercise on your own.


Use what you learned in the previous lesson to search and view the most recent versions of the three reports listed below. Also filter the reports down to a specific office to view information by office versus the entire State.

Report ID Report Name

MH-332-Weekly

Most recent version

Weekly Intake Activity by Office

MH-232 Weekly Unit Activity

Most recent version

Weekly Unit Activity report

MH-132

Most recent version

Intake Worker Screening Activity

Exercise Steps

Refer back to the steps listed in Lesson 1 to complete this exercise. Record some of the findings in the report.

Report ID Findings




Lesson 3: View the Case Progression Report




Review the ABE applications not started in the EDM Inbox for your office.

Tip: This report is run nightly and displays information through the previous day. The Case Progression Report does not update in real-time, but in a nightly batch process.

Exercise Steps

1. From the Left Navigation, select Reports, and then select Case Progression Report. The Case Progression Report page displays.

2. Complete the following fields on the page:

Report Name: ABE Applications in the Inbox but not started

Region: User’s current region

Office Name: User’s current office

3. Click [View Counts].

Tip: ‘View Counts’ shows the counts only for the Office Name or Region selected.

The Statewide count gives the total count for all the offices across the state.

Tip: Applications where a Worker begins Application Registration but does not progress past the Register Application-Type page appear on Tab 1 of the Case Progression Report.

Applications where a Worker begins Application Registration and does progress past the Register Application-Type but does not complete application registration,

appear on Tab 2 of the report.

4. Click [View Results].

Tip: ‘View Results’ shows the cases or applications for the search criteria entered. The results will display for all applications/cases as well as documents retrieved. If Data Collection has started for a case the application and case number will display. A maximum of 500 results display at once.

Tip: To view the entire list of search results on the page, click the Circle icon. This list can easily be copied and pasted into excel.

5. Click [Reset].

https://er64.deloitteonline.com/eRoomReq/Files/DTTAME103/IllinoisIESProject/0_5abaa/F_3928



Let Me Try!

Generate a report on your own by searching for Applications when Data Collection has been started but Eligibility has not been run.

6. Enter the following criteria

Report Name: Applications where Data Collection is started but Eligibility is not run

Region: Region of the users current office

Office Name: Users current office

7. Click [View Counts].

8. Click [View Results].

9. Review the results.




Lesson 4: Worker Metrics




Scenario 1: As an Intake Manager you want to know how many applications/case actions a specific Worker in your office performed in a given time period.

Refer to your Case Data Sheet for specific information to complete the exercise.

Tip: The Worker Metrics page is used to review work completed by all Workers

associated to an office or individual Workers for a selected time period. The Worker Metrics search results are updated in real-time.

Tip: To access the Worker Metrics page, a Worker must have one of the following security roles:

Human Services Casework Manager

LOA/ALOA/Regional Staff

Central Office

Systems Monitor Security Role.

Exercise Steps

1. From the Left Navigation, select Reports, and then select Worker Metrics. The Worker Metrics page displays.


Begin Date: Enter the appropriate date within a 365 day range.

End Date: Enter the appropriate date within a 365 day range.

Employee: Enter the Employee’s User ID or select the Search icon to locate their User ID.

Tip: Use the Employee field if searching for a specific Worker’s statistics. When searching for a specific Worker you can search for an entire 365 day period.

If left blank, IES searches for all Employees within the office that completed an action. When searching office-wide the date range cannot exceed a 90 day period.



3. Click [Search]. The results for the selected criteria display in the Search Results section.

Tip: The Worker Metrics screen displays information in three categories:

Applications Registered: A worker receives recognition each time he or

she completes the application registration process. Another Worker could have started the application but the credit will go to the Worker who completes the process

Cases Completed through Eligibility: A worker receives recognition each time he or she initiates Data Collection for the first time on a case, and runs eligibility for the case in the same calendar day

Cases Certified: A worker receives recognition each time he or she certifies a case. Other Data Collection steps can be done by another Worker but the credit for certification goes to the Worker who actually certifies the case

4. Review the Search Results in each column:

Employee: Displays the name of the selected Employee(s)

Job Title: Displays the job title of the selected Employee(s)

Registered: Displays the number of applications registrations completed by the employee in the current office.

Statewide Registered: Displays the total number of applications registered and completed by the employee across all offices Statewide.

Completed Through Eligibility: Displays the total number of cases where the worker initiated Data Collection for the first time and ran eligibility on the case within the same calendar day in the current office.

Statewide Completed Through Eligibility: Displays the total number of cases the worker initiated Data Collection on for the first time and ran eligibility on the case within the same calendar day across all offices statewide.

Certified: Displays the total number of cases the worker certified in the current office.

Statewide Certified: Displays the total number of cases the worker certified across all offices statewide.

Total: Displays the total results for all employees listed in the Search Results section for

each column.


Let Me Try! Perform the next steps in the exercise on your own.

Scenario 2: As an Intake Manager you want to know how many applications/case actions all Workers in your office performed in a one-month period.

Refer to your Case Data Sheet for specific information to complete the exercise.



Exercise Steps

1. From the Left Navigation, select Reports, and then select Worker Metrics. The Worker Metrics page displays.




Employee: Leave this field blank to populate a list of all Employees.

3. Click [Search]. The results from the selected criteria display in the Search Results section.

4. Review the Search Results in each column:

Employee

Job Title

Registered

Statewide Registered

Completed Through Eligibility

Statewide Completed Through Eligibility

Certified

Statewide Certified




Lesson 5: Cold Calling Metrics




As an LOA you want to determine what percentage of calls are successful in your office and which Workers are conducting a large number of cold calls.

Refer to your Case Data Sheet for information to perform this exercise.

Tip: To access the Cold Call Metrics page, a Worker must have one of the following security roles:



Central Office

Systems Monitor Security Role

Tip: The Cold Call Metrics page captures statistics for cold calling on two levels :

Office Level

Employee Level

The metrics displayed on this page are only for applications since cold call information can only be recorded for an application from the Application Registration Summary page, Maintain Application Summary page or the Cold Calling Details page.

Exercise Steps

1. From the Left Navigation, select EDM, and then select Cold Calling Metrics. The Cold Calling Metrics page displays.




3. Select one of the following radio buttons:

Expedited: An ABE application marked as expedited by IES or a paper application uploaded manually by a worker to the Expedited queue with at least one Cold Call attempt saved.

Non Expedited: Any ABE application or paper application not marked as expedited by IES

with at least one Cold Call attempt saved.

All Applications: Any application with a Cold Call attempt saved.

4. Click [Search]. The Cold Call Office Summary and Cold Call Attempts Made By Worker

results display.

5. Review the Cold Call Office Summary section:



Application Attempts in the Office: The total number of applications in the office with at least one Cold Call attempt recorded.

Successful on the First Call Attempt: The number of applications in the office where a

worker successfully reached the customer on the First Cold Call attempt.

Successful on the Second Attempt: The number of applications in the office where a worker successfully reached the customer on the Second Cold Call attempt.

Total Successful: The total number of applications where a worker successfully reached the customer to conduct an Intake interview.

Total Successful Percentage: The percentage of applications that received a Cold Call Attempt that were successfully contacted by all of the office’s employees.

Both Cold Call Attempts Not Successful: The total number of applications where a worker did not reach the customer on the First or Second Cold Call attempt.

Pending Second Attempt: The total number of application in the office where a worker

completed a First Cold Call attempt and the application is awaiting a Second Cold Call

attempt. This includes applications with a First Cold Call Attempt outcome of Left Message, No Answer, or Call Disconnected. Note: This does not include applications where a customer requests a scheduled appointment or all the provided phone numbers were invalid on the First Attempt.

Tip: The Cold Call Attempts Made By Worker section displays counts for the

selected date range and type of application only for workers who completed a Cold Call attempt during that time period.

6. Review the Cold Call Attempts Made By Worker section:

Employee: Displays the User ID of the employee.

First Attempt Successful: The number of successful First Cold Call attempts made by the employee.

First Attempt Unsuccessful: The number of unsuccessful First Cold Call attempts made by

the employee.

Total First Attempt: The total number of First Cold Call attempts made by the employee

Second Attempt Successful: The number of successful Second Cold Call attempts made by the employee.

Second Attempt Unsuccessful: The number of unsuccessful Second Cold Call attempts made by the employee.

Total Second Attempt: The total number of Second Cold Call attempts made by the

employee.

Total Attempts Made: The sum of all Cold Call attempts made by the employee.

Total Percentage Successful: The percentage of all Cold Call attempts completed successfully by the employee.



Tip: Cold Calling History displays on both the Case-Search/Summary and Search Application-Application Details pages. The Cold Call History section displays information only if a Cold Call was attempted on the application. The history records what phone number was used, the outcome of the call, the person who saved the cold call information, and the time that the information was captured. A worker can record up to two Cold Call attempts.




Lesson 6: Queue Metrics


Begin Instructor-Led Exercise

Walk through this exercise with your instructor in IES.

Queue Metrics

About Queue Metrics

• Similar to Reports, your ability to view Queue Metrics is associated with your security level in IES

• Queue Metrics aids Managers monitoring unassigned tasks in each queue. Additionally, it provides the total number of tasks processed in the various Queues, which display in the EDM Inbox.

• You can search by one queue or multiple queues (up to five)

• Queue Metrics displays results for each individual on a team

• The date range for searching is 31 calendar days

In Phase 1, you will only use the following six queues in IES, which are comprised of tasks waiting to be claimed by a Worker. The below chart includes the queues found on the EDM Inbox page, along with a definition of how the Queue can be used on the EDM Inbox page. A Manager may assign as many Workers as they like to complete work from a given queue at any time.

Queue Definition Tips

Screen New Application Unregistered ABE or FFM applications. Search results can be filtered by Special Indicator. Managers can direct workers to target specific types of applications in order to focus on one type of program if needed (e.g. expedited SNAP, or Medical-only). Once an ABE application is registered IES will automatically route the task to the next appropriate queue.

Use this queue to determine the number of pending or new ABE/FFM applications.




Screen MPE Application MPE applications that need to be registered (HFS).

HFS will use this queue to determine the number of pending or new MPE applications submitted through ABE.

MPE applications will only be handled through the All Kids Unit. If you receive a paper copy of this form, please fax to the All Kids Unit at 217-557-5046.

Expedited Registered ABE and Paper Applications with a phone number flagged as potential Expedited SNAP awaiting a first or second Cold Call attempt. They have not yet been scheduled for an interview.

Caseworkers will claim tasks from this queue in order to attempt a Cold Call interview with a customer. The Worker must make at least two attempts to contact the customer. If the Worker successfully contacts the customer, then Data Collection is initiated. If after two attempts the Worker was unable to contact the customer, an appointment is scheduled in IES.

No Interviews – Initiate Data Collection

Registered Medical-only applications awaiting Data Collection, applications for SNAP and/or Case and Medical where the appointment date has passed and has not been rescheduled, and Medical-only applications pending for verifications,

Use this queue to begin or continue Data Collection for Medical only applications and certify.

Once certified, the task will be removed from this queue.

Interview Required – Initiate Data Collection

Registered applications with SNAP and/or Cash requested and scheduled for an interview where Data Collection is not initatiated or SNAP and/or Cash cases pending for verifications.

Use this queue to begin or continue Data Collection for applications that include SNAP and/or CASH.

Once certified, the task will be removed from this queue.




Ready to Certify Pending cases for which verifications have either been uploaded in IES, or are overdue.

Use this queue for pending cases that are ready for certification. Certifiers will make a final eligibility determination and certify the appropriate approval or denial.

Exercise Steps:

Practice searching by queue using Queue Metrics.

Tip: If you would like to view the total number of ABE/FFM registered by a Caseworker, use Queue Metrics, Screen New Application queue for Complete status.

1. From the Left Navigation, select Inquiry, and then select Queue Metrics. The Queue Metrics page displays.

2. Select Single Queue in the Search by field.

Tip: You can also search by multiple queues by selecting Multiple Queues in the Search by field. Select up to five queues to search from in the list of

queues.

1. The start date defaults to a month ago today. The end date defaults to today.

2. Select the Screen New Application Queue from the drop-down list.

3. Click [Search]. The search results display in the Search Results section.

Tip: The Unassigned row lists tasks that have not been claimed by a Worker and are waiting in a queue. Search by the Screen New Application queue to determine the total number of unassigned ABE applications in the office.

Practice searching by multiple queues using Queue Metrics.

3. From the Left Navigation, select Inquiry, and then select Queue Metrics. The Queue Metrics page displays.

4. Enter the following information on the page:

Search by: Multiple Queues

Task Received Between: Enter the dates

Status: Select Complete

Queue: Check the appropriate queues

5. Click [Search]. The search results display in the Search Results section.




Lesson 7: My Inbox




My Inbox Functionality:

About My Inbox

• My Inbox is used to find the following information for a specific Worker:

• All cases assigned to me

• All completed applications assigned to me

• All pending applications created by me

• All Tasks/Reminders assigned to me

• Task-based offices should seach by the virtual Worker to determine the workload in the office.

• This page will default to your User ID but you can search for other users to determine cases/applications assigned to them.

Exercise Steps:

Scenario 1: Determine the number of pending applications started by a worker.

1. From Left Navigation, click the Organizer tab, and then click My Inbox.

2. The My Inbox – Application Status Search page displays.


User ID: Defaults to your User ID. Use the magnifying glass to search for the desired employee.

Search for Employee: Select All Pending Applications Created by Me from the drop-down list

4. Click [Search]. The Search Results display at the bottom pf the page.

A. How many applications are pending and started by the worker?

______________________________________________________________________




Reports Summary

Time to Complete: 5 Minutes

Additional Resources for this Lesson

Wizards

Search for a Report

Select a Report

View a Report and Search for Information

Understand how to Decipher the Information within Key Reports

Important Things to Remember about Reports

A Worker’s Security Profile determines the reports the Worker can access and view in IES.

IES processes reports at regular intervals. Reports will continue to generate on the same schedule and with the same frequency as with legacy systems; for example, each day/month/year.

Reports no longer generate in paper hard copy. Instead, current and historical reports are viewed online, and can be saved to the Worker’s computer.

The Worker Metrics page is used to review statistics for all Workers associated to an office who completed work or individual Workers for a selected time period. The Worker Metrics

search results are updated in real-time.

The Cold Calling Metrics page captures the metrics for cold calling attempts such as Total,

Successful and Unsuccessful attempts on two levels:

o Office Level o Employee Level

The metrics that are displayed on the Cold Call Metrics page are only for applications since cold call information can only be recorded for an application from the Application Registration Summary page, Maintain Application Summary page or the Cold Calling Details page.

Use Queue Metrics to track the work that needs to be completed from each queue.

My Inbox is used to find the following information for a specific Worker:

o All cases assigned to me

o All completed applications assigned to me

o All pending applications created by me

o All Tasks/Reminders assigned to me

Module Objectives

After completing this module, you are now able to:

Use reports to help monitor your staff's workload and performance

Search and view IES Reports

Using Worker Metrics, Cold Call Metrics, Queue Metrics and My Inbox

Course: AG03 Manager Module: Managing Scheduling in IES

MANAGING SCHEDULING IN IES STUDENT GUIDE Page 1 of 25 Updated 1/20/2015

Table of Contents

Managing Scheduling in IES Overview.............................................................................................. 2 Module Objectives ........................................................................................................................... 2 Lessons in this Module .................................................................................................................... 2

Lesson 1: Key Concepts and Features of the Default Office Schedule ......................................... 3 Key Concepts and Features ............................................................................................................ 3

Lesson 2: Create the Default Office Schedule .................................................................................. 5 Exercise Scenario ............................................................................................................................ 5

Exercise Steps: ......................................................................................................................... 5

Lesson 3: Update the Default Office Schedule ................................................................................. 7 Exercise Scenario ............................................................................................................................ 7

Exercise Steps: ......................................................................................................................... 7 Important Things to Remember about the Default Office Schedule ............................................... 8 Additional Resources for this Lesson: ............................................................................................. 8

Lesson 4: Override the Office Schedule ........................................................................................... 9 Exercise Scenario ............................................................................................................................ 9

Exercise Steps: ......................................................................................................................... 9

Lesson 5: Key Tips and Questions to Setup Scheduling .............................................................. 12 Exercise Scenario .......................................................................................................................... 12 Important Things to Remember about Managing the Office Schedule ......................................... 12 Additional Resources for this Lesson: ........................................................................................... 12

Lesson 6: Assign Phone Interviews to a Worker ........................................................................... 13 Exercise Scenario .......................................................................................................................... 13

Exercise Steps: ....................................................................................................................... 13

Lesson 7: View the Current Status of Workers in your Office ...................................................... 15 Exercise Scenario .......................................................................................................................... 15

Exercise Steps: ....................................................................................................................... 15

Lesson 8: View the Historical Status of Workers in your Office .................................................. 17 Exercise Scenario .......................................................................................................................... 17

Exercise Steps: ....................................................................................................................... 17

Lesson 9: Search for Appointments as a Manager ........................................................................ 18 Key Appointment Status and Role Concepts ................................................................................ 18 Exercise Scenario .......................................................................................................................... 21

View Maintain Office Schedule Exercise Steps:..................................................................... 22 Search for Scheduled Appointments Exercise Steps: ............................................................ 22

Important Things to Remember about Scheduling Management Functions in IES ................... 24 Additional Resources for this Lesson: ........................................................................................... 24

Managing Scheduling in IES Summary ........................................................................................... 25 Additional Resources for this Lesson: ........................................................................................... 25 Module Objectives Review ............................................................................................................ 25



Managing Scheduling in IES Overview

Time to Complete: 2 hours 25 minutes

HANDOUTS:

Manager Exercise Information Handout

Open the Presentation (5 minutes)

Open the presentation to review the module before starting Lesson 1

Module Objectives

This module teaches you how to set up and manage the office schedule and how to use the scheduling metrics and management functions available in IES.


Understand the purpose of the Default Office Schedule

Understand how to create the Default Office Schedule

Know how to update the Default Office Schedule

Understand how to override the Office Schedule for particular dates

Understand key questions for setting up Scheduling for your office

Assign Phone Interviews to Workers in your office

Understand the scheduling metrics available in IES

View the current status of occupied vs. free Workers in your office

View the historical status of occupied vs. free Workers in your office

Search for appointments as a Manager


1. Key Concepts and Features of the Default Office Schedule

2. Create the Default Office Schedule

3. Update the Default Office Schedule

4. Override the Office Schedule

5. Key Questions to Setup Scheduling

6. Assign Phone Interviews to a Worker

7. View the Current Status of Workers in your Office

8. View the Historical Status of Workers in your Office

9. Search for Appointments as a Manager



Lesson 1: Key Concepts and Features of the Default Office Schedule


Key Concepts and Features

IES uses the Default Office Schedule to determine the total number of appointments that can be scheduled in the office during a specific Time Slot for a day of the week.

Setup the Default Office Schedule for each day of the week (Monday-Saturday). This schedule repeats weekly.

The Default Office Schedule is setup and managed by the LOA or a Manager in the office.

Feature Definition

Day Tabs There is a tab at the top of the page for each day of the week, including Saturday. However, no office should enter any values for Saturdays on their Default Office Schedule. There may be rare instances where an office needs to schedule appointments on Saturday, in which the office should use the View Maintain Office Schedule page (see Manage Office Schedule module for more details).

Appointment Length

Each day has five different Appointment Lengths:

15 minute appointments (Appointment Length not used in Phase 1)

30 minute appointments

45 minute appointments

1 hour appointments

2 hour appointments (Phone interviews only and no Phone interviews can be scheduled from 12-1pm)

Time Slot The Time Slot refers to the specific day, time and Appointment Length of the appointment. Each day begins at 8:00 AM and ends at 5:00 PM. Set the number of appointments that can be scheduled for each Time Slot in the office.

Effective Date When making changes to the Default Office Schedule, set the Effective Date to determine when the change will take place on the Office Schedule. This must be a future date.

For example, if two Caseworkers are joining your intake team in two weeks, update the Default Office Schedule and set the Effective Date to two weeks in the future as more people are able to perform interviews.

Total All Time Slots by Appointment Length for a given day of the week are automatically totaled and displayed at the bottom of the page.

Day Total All Time Slots across all Appointment Lengths for a given day of the week are automatically totaled and displayed at the bottom of the page.



Appointment Length

What type of programs should this Appointment Length be used for?

15 minutes None - not recommended for use at this time. This may be used for certain types of Service Coordination appointments in IES Phase 2

30 minutes All SNAP-only applications

45 minutes All SNAP + Medical appointments as well as ineligible TANF requests

1 hour

Potential TANF cash applications (which include children and/or pregnant woman)

For example, if a customer requests Cash but does not have children or is not pregnant, they should not be scheduled for the 1 hour Time Slot.

Phone (2 hours)

Option of using this for phone interviews (Note: only phone interviews can be scheduled in this slot)

Tip: You may provide a 2-hour window for scheduled Phone interviews (but remember, that doesn’t mean Phone interviews actually take 2 hours to conduct!)

Tip: The schedule is just a guide to help ensure customers who visit the office do not have to endure long wait times. Therefore, if an appointment is scheduled for 30 minutes, 45 minutes or 1 hour, it does not mean the interview will actually take that amount of time to conduct.

Tip: Phone interviews can be scheduled in other Appointment Lengths other than the designated Phone (2 hours) Time Slot.

Tip: When a Worker sends a Form 267 to notify a customer of their appointment

date/time, the Worker should indicate the appropriate 2-hour window within which a customer should expect a phone call.



Lesson 2: Create the Default Office Schedule


OPEN the Click Through Let Me Try:

Create the Default Office Schedule


Walk through the Click Through Let Me Try exercise with your instructor IES.

Refer to Create the Default Office Schedule in your Exercise Information

Handout. You will perform this exercise using a Click Through Let Me Try.

HANDOUTS:


Exercise Scenario

Each office must have a Default Office Schedule. Set up the initial Default Office Schedule for each day of the week that the office performs interviews. This can be done by the LOA or a designated Manager.

Tip: Only one Default Office Schedule needs to be setup for each day of the week. Once the schedule has been created it repeats for every week in the future.

Exercise Steps:

1. From Left Navigation, select Scheduling, select Office Schedule Management and then select Default Office Schedule. The Default Office Schedule page for Monday displays.

2. Review the default schedule for Monday that has already been setup based on your Exercise Information Handout.

Tip: Phone interviews cannot be scheduled between 12:00 pm and 1:00 pm.

Tip: The [Reset] button changes all numbers back to their previous state.

3. Click on the Wednesday tab. The Default Office Schedule page for Wednesday displays.

4. Setup the default schedule for Wednesday based on your Exercise Information Handout.

5. Set the Effective Date based on your Exercise Information Handout.

6. Review the Total at the bottom of the page for each Appointment Length.

7. Click [Submit]. The Update Successful message displays at to the top of the page. The Default Office Schedule is now created for Wednesday.



8. Click on the Friday tab. The Default Office Schedule page for Friday displays.

Let Me Try!

Complete the Office Schedule for Friday and review Saturday on your own.

9. Setup the default schedule for Friday on your own. Repeat steps 5 – 8.

Tip: You must identify who in your office will setup the initial Default Office Schedule and who will update it any time modifications are needed. Also determine

who the backup Manager will be in the event that the Manager who normally handles the Default Office Schedule is absent (if applicable, based on personnel).

10. Click on the Saturday tab. The Default Office Schedule page for Saturday displays. Review the default schedule for Saturday based on your Exercise Information Handout.




Lesson 3: Update the Default Office Schedule



Update the Default Office Schedule



Refer to Update the Default Office Schedule in your Exercise Information

Handout. You will perform this exercise using a Click Through Let Me Try.

HANDOUTS:


Exercise Scenario

The Manager responsible for maintaining the Default Office Schedule decides to change the Default Office Schedule because the office is currently scheduling appointments too far past the application date. Increase the number of appointment options on Wednesday since more interviews need to occur on a regular basis than originally anticipated. Update the schedule so there are 4 additional 30 minute interview options.

Exercise Steps:

1. From Left Navigation, select Scheduling, select Office Schedule Management and then select Default Office Schedule. The Default Office Schedule page for Monday displays.

2. Click the Wednesday tab. Review the current schedule.

3. Update the default schedule for Wednesday based on your Exercise Information Handout.

4. Update the Effective Date.


6. Click [Submit]. The Submit Successful message displays at to the top of the page. The Default Office Schedule is updated for Wednesday as of the Effective Date.




Important Things to Remember about the Default Office Schedule


Additional Resources for this Lesson:

Wizards

Setup Default Office Schedule

Important Things to Remember about the Default Office Schedule

The Default Office Schedule needs to be setup for each day of the week (Monday – Friday) and is

used for scheduling appointments each week. Remember, Saturdays should remain blank on the Default Office Schedule. Only one Default Office Schedule is setup for each day of the week and

repeats weekly

The Effective Date determines the day the new or updated schedule takes effect.

Remember, this must be a future date



Lesson 4: Override the Office Schedule



Override the Office Schedule


Walk through the Click Through Let Me Try exercise with your instructor in IES.

Refer to Override the Office Schedule in your Exercise Information Handout. You

will perform this exercise using a Click Through Let Me Try.

HANDOUTS:


Exercise Scenario

The LOA or Manager responsible for maintaining the Office Schedule needs to reduce the Maximum 30 minute Appointment Length Time Slots from (seven to five) and 1 hour Appointment Length Time Slots from (five to three) for an upcoming Friday. Update the Office Schedule through the View Maintain Office Schedule page.

Exercise Steps:

1. From Left Navigation, select Scheduling, select Office Schedule Management and then select View Maintain Office Schedule. The View Maintain Office Schedule page displays for today’s date.

2. Select the date on the Calendar icon based on your Exercise Information Handout. The View Maintain Office Schedule page refreshes for the selected date.

Tip: Designate at least one person to setup the Default Office Schedule and to make any periodic changes on the View Maintain Office Schedule page. A backup person should also be identified. Remember, the Default Office Schedule

applies to the entire office.

3. Review the schedule for the selected date.

Tip: The View Maintain Office Schedule page displays the Office Schedule as

well as the scheduled appointments on the Intake Virtual Worker’s calendar for a given day. The following are some key features on the page:

The Maximum and Scheduled column displays for each Appointment Length with the Total and Day Total at the bottom of the page.

The Maximum column displays the total number of interviews that can be scheduled during a Time Slot. This number prefills from information on the Default Office Schedule page. IES does not allow Workers to schedule



more appointments than the number in the Maximum column.

The Scheduled column displays the total number of appointments already scheduled during a Time Slot.

Frequently Asked Question (FAQ).

Q: What do the different colors mean on the schedule?

A: The colors indicate the number of remaining appointments that can be scheduling for the specific Time Slot:

Green (Under Capacity): Indicates the number of appointments scheduled during the Time Slot is lower than the maximum number of appointments allowed.

Blue (At Capacity): Indicates no additional appointments can be scheduled during this time as the total number of appointments scheduled is the same as the maximum number of appointments allowed.

Red (Over Capacity): Indicates the total number of appointments scheduled during the Time Slot is more than the maximum number of appointments allowed. This only happens when a Manager overrides (decreases) the maximum number of appointments allowed.

Gray (No Capacity Set): Indicates that both the maximum and scheduled appointments are set to zero. No appointments can be scheduled at this time.

Colorblind workers can still determine the capacity of a Time Slot by comparing the numbers in the Maximum and Scheduled columns.

Tip: Time Slots are displayed with different colors in IES to notify a Worker of the current status of each Time Slot:

Red indicates the Scheduled appointment Time Slot is over capacity

Blue indicates the Scheduled appointment Time Slot is at capacity

Green indicates the Scheduled appointment Time Slot is under capacity; Schedule new appointments during this time

Gray indicates that both the Maximum and Scheduled fields are at zero. No appointments can be scheduled during this time

Time Slot colors do not impact color blind Workers. Color blind Workers can still determine capacity based on the number displayed.

Tip: The number in parentheses in the Scheduled column indicates the number of appointments associated with applications where the Spoken Language on the Household Information and Individual Information pages is Spanish.

4. Click the Maximum column for each appropriate Time Slot and enter the reduced number based on your Exercise Information Handout.

Tip: If the Maximum column needs to be reduced to a number lower than the appointments previously scheduled, reduce the number of maximum appointments allowed and then reschedule as many appointments as necessary.



Tip: As soon as any Time Slot in the Maximum column is changed, the [Submit Changes to Maximum Slots] activates.


6. Click [Submit Changes to Maximum Slots]. The Update Successful message displays at the top of the page. The schedule is updated for the specific date.

Tip: Clicking the [Reset Maximums] button changes the values back to their previous state.

Tip: If you modify the Time Slot for a specific date on the View Maintain Office Schedule page, and then update the Default Office Schedule for the corresponding day, the Default Office Schedule does not override the View Maintain Office Schedule page for that specific date.

For example, the 30 minute Time Slots on Mondays are all set to 10 appointments on the Default Office Schedule. A Manager reduces the 30 minute Time Slots in the afternoon on Monday, August 18, 2014 from 10 to 9 appointments because a Worker will be out that afternoon. The Manager then decides to update the Default Office Schedule for Mondays to 11 appointments. The 30 minute Time Slots that

have been changed on Monday afternoon on August 18, 2014 do not change and remain at 9.

Tip: The Office Schedule only displays the Intake Virtual Worker’s calendar. Once an appointment is claimed by a Worker, the appointment no longer displays in the Scheduled count on the Office Schedule.

Tip: If an office needs to schedule appointments on a Saturday, the Saturday tab on the Default Office Schedule page should not be completed. Instead, since staff rarely schedule appointments on Saturdays, a Manager should override the schedule for Saturday on the View Maintain Office Schedule for the specific Saturday in which appointments need to be scheduled.

Frequently Asked Question (FAQ).

Q: Who can update the Maximum columns on the View Maintain Office Schedule page (which overrides the Default Office Schedule)?

A: Only staff with the following roles in IES can override the schedule:


LAN Coordinator


System Monitor




Lesson 5: Key Tips and Questions to Setup Scheduling




HANDOUTS:

Transformer’s Unite: A User’s Guide (Scheduling Section)

Exercise Scenario

Access the following link to OneNet to pull up Transformer’s Unite: A Worker’s Guide:

http://intranet.dhs.illinois.gov/onenet/page.aspx?item=72036

Tip: The Intake Interview Calculator calculates your No Show rate after inputting some information.

Tip: Use the Intake Interview Calculator to assist you in building your Office Schedule after training is finished.


Important Things to Remember about Managing the Office Schedule



Wizards

Manage Office Schedule

Important Things to Remember about Managing the Office Schedule

Use the View Maintain Office Schedule page to override the schedule for a specific day

The Time Slot numbers in the Maximum column prefill from the Default Office Schedule unless a Time Slot is overridden

Any Time Slot that is changed from the View Maintain Office Schedule page displays in

bold

http://intranet.dhs.illinois.gov/onenet/page.aspx?item=72036



Lesson 6: Assign Phone Interviews to a Worker



Manager Assigns Phone Interviews to a Worker



Refer to Manager Assigns Phone Interviews to a Worker in your Exercise

Information Handout. You will perform this exercise using a Click Through Let Me Try.

HANDOUTS:


Exercise Scenario

You (as a Manager) transfer several Phone interviews from the Intake Virtual Worker to actual Workers’ calendars.

Exercise Steps:

1. On Left Navigation, select Scheduling, and then select Search for Appointments. The

Search for Appointments page displays.

Tip: A Manager can view all of the scheduled appointments for today by entering today’s date in the Begin and End Date fields as the only Search Criteria.

2. In the Search Criteria section, enter the following criteria:

Appointment Status: Select Scheduled from the drop-down list

Appointment Mode: Select Telephone from the drop-down list

Unclaimed Appointments Only: Select the checkbox to search for all unclaimed appointments

Begin Date: Enter date based on your Exercise Information Handout

End Date: Enter date based on your Exercise Information Handout

3. Click [Search]. The appointments for the selected Search Criteria display in the Search Results area.

4. In the Search Results section, enter the following criteria:

Transfer/Claim: Select the checkbox next to the Phone appointments based on your Exercise Information Handout

5. Click [Transfer Appointments]. The Select an Employee popup page displays.

6. Select the checkbox next to the names of the Workers in your Exercise Information Handout to Transfer the appointments.



7. Click [Transfer]. The Search for Scheduled Appointments page displays an Update Successful message and the appointments are now assigned to actual Workers.

Tip: When Phone appointments are transferred to more than one actual Worker, IES evenly distributes the appointments among those Workers.

Therefore, if you would like a set of Phone appointments to all be assigned to one particular Worker, then only select that Worker on the Select an Employee popup page.

Tip: An In Person interview cannot be scheduled during a 2 hour Time Slot but a Phone interview can be scheduled for any time block, e.g. 30 mins or 1 hour Time Slot.

Tip: IES will not alert a Worker that a Manager assigned a Phone interview. The Manager must inform the Worker that they have been assigned Phone interviews. The Manager can also choose to put a process in place where certain staff know to check if phone interviews have been assigned to them on certain days.




Lesson 7: View the Current Status of Workers in your Office



View the Current Status of Workers in your Office



Refer to View the Current Status of Workers in your Office in your Exercise

Information Handout. You will perform this exercise using a Click Through Let Me Try.

HANDOUTS:


Exercise Scenario

You would like to see which Workers are currently free to help with a task. We will first take a look at who is occupied and then review free Workers. Review the Employee Calendar Status page to view the current status of Workers in your office.

Tip: The Employee Calendar Status page displays calendar status for Human Services Caseworkers and Social Services Career Trainees. Only Workers with the following security roles have access to this screen:


LAN coordinator

LOA/ALOA/Regional staff

Systems Monitor

Tip: This page is real-time and shows historical results as well as current free/occupied Workers. Keep in mind IES currently uses the appointment a Worker pulled from the Intake Virtual Worker to determine free/occupied. Therefore, a Worker might look free but be currently working on an interview from the morning if the office is behind. Additionally, a Worker could appear busy because they claimed or were assigned an appointment but has completed the interview if it took less than the scheduled time.

Exercise Steps:

1. From Left Navigation, select Scheduling, then select Office Schedule Management, and then select Employee Calendar Status. The Employee Calendar Status page displays.



Tip: Region and Office are the only required fields so Managers can view results across multiple Supervisors and Teams without selecting additional fields. The Date always defaults to the current date. A Manager can also search on a particular

date and time range. The Manager can then select the [Search Occupied Workers] button to return a

list of all Workers on the selected teams that are occupied. The search results will display different depending on whether a range of time is selected or not.

2. Complete the following fields in Search Criteria section of the page:

Region: Select the Region of your logged in office from the drop-down list

Office: Select your logged in office from the drop-down list

Date: Defaults to today’s date. The Click Through Let Me Try will not show today’s date.

Tip: If a Start Time and End Time are not selected, the results display a list of

Workers who are either currently occupied or free.

Tip: If the Manager selects a date other than the current date, then the Manager must provide a Start Time and End Time.

Tip: When searching for occupied Workers the results will display Workers that are either partially or fully occupied. When searching for free Workers, the results will display Workers completely free, i.e. no appointments have been claimed/assigned during the specified timeframe.

Tip: If the Manager does not enter Start and End Time and the Worker has more than one appointment currently scheduled on his/her calendar, then the search results will return only one appointment with the latest appointment End Time. For example, the current time is 2:20 PM. The Worker has two appointments on his/her calendar from 1:30 PM - 2:30 PM and 2:00 PM - 3:00 PM. This is because the Worker interviewed a customer at 1:30 that did not take a full hour and then claimed an appointment that was supposed to start at 2:00 PM but the office is behind. The Worker therefore has two overlapping appointments assigned to them. In this situation, only the 2:00 PM - 3:00 PM appointment will display.

3. Click [Search Occupied Workers]. The search results appear at the bottom of the page in the Employee Calendar Status – Occupied Worker section.


5. Select [Reset] only if the Search Criteria changes. Otherwise, if the Manager would like to now view free Workers, click the [Search Free Workers] button if the desired criteria is the same.

6. Repeat steps 2-4 but this time click the [Search Free Workers] button.

Tip: Click the Calendar icon to the far right of each Employee result at the bottom of the page to review the specific Worker’s calendar.




Lesson 8: View the Historical Status of Workers in your Office


Let Me Try!

Perform the steps in the exercise on your own. You will perform this exercise in the Training Environment.

Exercise Scenario

View the historical status of Workers in your office.

Tip: This page works differently than Busy Worker in VIS.

Exercise Steps:

1. From Left Navigation, select Scheduling, select Office Schedule Management, and then select Employee Calendar Status. The Employee Calendar Status page displays.

2. Complete the following fields in Search Criteria section of the page:

Region: Select the Region of your logged in office from the drop-down list

Office: Select your logged in office from the drop-down list

Date: Defaults to today’s date. Update to a previous date to view historical data

3. Click [Search Occupied Workers]. The search results appear at the bottom of the page in the Employee Calendar Status – Occupied Worker section.


Tip: Best practice is to review your Employee Calendar Status on a regular basis to determine if the Default Office Schedule is setup for your office to operate as efficiently as possible.

Tip: Each office should select who will review the Employee Calendar Status page

on a regular basis.




Lesson 9: Search for Appointments as a Manager


Key Appointment Status and Role Concepts

There are six Appointment Statuses in IES:

1. Scheduled

2. Rescheduled

3. Transfer

4. Cancel

5. No Show

6. Show/Waived

The tables below provide the definitions of each Appointment Status and explain what each status means to each type of Worker.

Scheduled Status: An appointment has been scheduled for a particular application or case.

Position How Will I Use Scheduled Status?

Manager Determine if the number of appointments scheduled are appropriate for a particular day or time period based on the volume of required interviews

Search Scheduled appointments and Start and End Time prior to the

current time to view the No Show rate for today (This is only if the Manager would like to see today’s No Show rate thus far. The Manager would typically want to view the No Show rate for a previous day which is explained later).

Front Desk Change Appointment Status from Scheduled to Show/Waived when the customer comes in for their interview

PAEA Update the Appointment Status from Scheduled to Show/Waived when the customer comes in for their interview.

PAEA’s may answer phones and/or reschedule interviews, in which they would be viewing appointments in Scheduled status.

Caseworker Claim Phone appointments that are in Scheduled status that have not yet been claimed

If your office’s business process is for a Manager to transfer Phone appointments, the Caseworkers should search appointments assigned to themselves

Write down a real-life example of how you could use the status:

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________



________________________________________________________________________________

Rescheduled Status: An appointment that was initially Scheduled has been Rescheduled. The appointment search results display historical data. The current status is Scheduled. The appointments with Rescheduled status are informational only and cannot be edited.

Position How Will I Use Rescheduled Status?

Manager Determine how many appointments are being rescheduled

Front Desk Select Rescheduled on the View And Maintain Scheduled Appointments page when appointments need to be rescheduled

PAEA Select Rescheduled on the View And Maintain Scheduled Appointments page when appointments need to be rescheduled

Caseworker Select Rescheduled on the View And Maintain Scheduled Appointments page when appointments need to be rescheduled


_________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

Transfer Status: Phone Appointment(s) can be transferred by a Manager from the Intake Virtual Worker’s calendar to an actual Worker’s calendar, which can be viewed on the Employee Calendar Status page..

Appointments can also be transferred from an actual Worker’s calendar back to the Intake Virtual Worker’s calendar by a Manager.

The appointment search results display historical data. The current status is Scheduled. The appointments with Transfer status are informational only and cannot be edited.

Position How Will I Use Transfer Status?

Manager Transfer Phone appointments from the Intake Virtual Worker to an actual Worker

Transfer appointments from an actual Worker back to the Intake Virtual Worker if the Worker is unable to conduct the interview after they have claimed the appointment

Front Desk Not relevant to this role’s typical duties as only Managers can Transfer appointments

PAEA Not relevant to this role’s typical duties as only Managers can Transfer appointments

Caseworker Not relevant to this role’s typical duties as only Managers can Transfer appointments




________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

Cancel Status: A Scheduled appointment was canceled. This is a rare occurrence.

Position How Will I Use Cancel Status?

Manager Determine how many appointments on average are being canceled

Front Desk Change the Appointment Status to Cancel when a customer requests to cancel their appointment or an appointment is Scheduled in error

If a customer calls to reschedule their appointment and their appointment is in Cancel status, create a new appointment. Do not reschedule the existing appointment.

PAEA Change the Appointment Status to Cancel when a customer requests to cancel their appointment or an appointment is Scheduled in error


Caseworker Change the Appointment Status to Cancel when a customer requests to cancel their appointment or an appointment is Scheduled in error



________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

No Show Status: A customer did not show for their interview. IES automatically updates the status to No Show in an overnight batch process.

Position How Will I Use No Show Status?

Manager Determine how many no shows occur on average to see if the Default Office Schedule needs to be adjusted

Front Desk Reschedule an appointment in No Show status if a customer walks into the office following a missed interview.

PAEA Reschedule an appointment in No Show status if a customer calls the office to reschedule following a missed interview.

Caseworker An application may have No Show status when a customer misses their SNAP interview and the Caseworker starts Data Collection on the



application on the Medical portion.


________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

Show/Waived Status: A customer is either currently waiting in the lobby (if their appointment is Show/Waived status and has not yet been claimed) or has already been interviewed.

Position How Will I Use Show/Waived Status?

Manager Determine the number of customers currently waiting to be seen for their interview

Front Desk Change Appointment Status to Show/Waived when the customer checks in at the front desk

PAEA Not relevant to this role’s typical duties unless they are acting as a Front Desk Worker

Caseworker When designated to conduct scheduled interviews, claim In Person appointments that are in Show/Waived status that have not yet been claimed


________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

Exercise Scenario

Review the two ways to search for appointments in IES from a management perspective:

1. From Left Navigation select Scheduling, Office Schedule Management, View Maintain Office Schedule and then select Search for Appointments

2. From Left Navigation select Scheduling and then select Search for Appointments

Tip: The View Maintain Office Schedule displays the Office Schedule as well as the scheduled appointments on the Intake Virtual Worker’s calendar for a given day. The Search for Scheduled Appointments page is to search for existing appointments.



View Maintain Office Schedule Exercise Steps:

1. From Left Navigation, select Scheduling, select Office Schedule Management and then select View Maintain Office Schedule. The View Maintain Office Schedule page displays.

Tip: The Office Schedule only displays the Intake Virtual Worker’s calendar. Once

an appointment is claimed by an Employee, the appointment no longer displays in the Office Schedule because the appointment moves to the Worker’s calendar.

2. Select a date.

3. Select the Day Total count at the bottom of the page.

4. Click [View Appointments]. The Search for Scheduled Appointments page displays with all the appointments for that day.

Search for Scheduled Appointments Exercise Steps:

Let Me Try!

Perform this exercise on your own.

Use the Tips below to perform various searches.

Tip: To view the customers that are currently in the lobby waiting for their interview, select Appointment Status as Show/Waived, Appointment Mode as In Person, select the appropriate day (defaults to today’s date) and check the Unclaimed Appointments Only checkbox and perform a search.

Tip: To view how many interviews each of your Workers have conducted in a day (or at any point in the day), select an Employee, select the appropriate day (defaults to today’s date) and perform a search. The Worker Metrics page will be another way to view how many interviews each Worker has conducted.

Tip: To view the No Show rate for today, select Appointment Status as Scheduled and a Start and End Time prior to the current time and perform a search. A Manager could use this to determine if they have additional staff available to do walk ins or cold calls.

Tip: To view the No Show rate for a prior day, select Appointment Status as No

Show and the appropriate date. There is a nightly batch process that updates appointments in Scheduled status to No Show based on the appointment date.

Tip: To search for appointments associated with Spanish applications, select Spanish as Yes. You can use this to see how many Spanish appointments are being conducted by your Spanish workers.



Tip: The Appointment Status and History results include a customer’s entire appointment history. Once an appointment is created a new appointment should not be created. Only update the existing appointment with the new Appointment Status.

Tip: If a Worker claims an appointment and is not able to complete the interview because the customer is no longer available (e.g. the customer left the lobby) or cannot be reached for their phone appointment, the Worker should manually update the Appointment Status to No Show. If the Worker is unable to complete the interview, but the customer is available, the Worker should manually change the Appointment Status from Show/Waived back to Scheduled.




Important Things to Remember about Scheduling Management Functions in IES



Wizards


Search for Appointments

Important Things to Remember about Scheduling Management Functions in IES

The Employee Calendar Status page is real-time and shows historical results as well as

current free/occupied Workers

Keep in mind IES currently uses the appointment a Worker pulled from the Intake Virtual Worker to determine free/occupied. Therefore, a Worker might look free but be currently working on an interview from the morning if the office is behind. Additionally, a Worker could appear busy but has completed the interview if it took less than the scheduled time.If a Start Time and End Time are not selected, the results display a list of Workers who are either currently occupied or free. Any Time Slot that is changed from the View Maintain Office Schedule page displays in bold. Management by walking around (MBWA) is required to gain a complete understanding of Worker activities

Region and Office are the only required fields so Managers can view results across multiple

Supervisors and Teams without selecting additional fields. The date always defaults to the current date. A Manager can also search on a particular date and time range

The Manager can then select the Search Occupied Workers to return a list of all Workers

on the selected teams that are occupied. The search results will display different depending on whether a range of time is selected or not

If a Start Time and End Time are not selected, the results display a list of Workers who are either currently occupied or free. If the Manager does not enter Start and End Time and the

Worker has more than one appointment currently scheduled on his/her calendar, then the search results will return only one appointment with the latest appointment End Time

o For example, the current time is 2:20 PM. The Worker has two appointments on his/her calendar from 1:30 PM - 2:30 PM and 2:00 PM - 3:00 PM. This is because the Worker interviewed a customer at 1:30 that did not take a full hour and then claimed an appointment that was supposed to start at 2:00 PM but the office is behind. The Worker therefore has two overlapping appointments assigned to them. In this situation, only the 2:00 PM - 3:00 PM appointment will display



Managing Scheduling in IES Summary



Wizards

Setup Default Office Schedule


Search for Appointments

Module Objectives Review

This module taught you how to set up and manage the office schedule and how to use the scheduling metrics and management functions available in IES.


Understand the purpose of the Default Office Schedule

Understand how to create the Default Office Schedule

Know how to update the Default Office Schedule

Understand how to override the Office Schedule for particular dates

Understand key questions for setting up Scheduling for your office

Assign Phone Interviews to Workers in your office

Understand the scheduling metrics available in IES

View the current status of occupied vs. free Workers in your office

View the historical status of occupied vs. free Workers in your office

Search for appointments as a Manager

Course: AG03 Manager Module: Tasks/Reminders for Managers

TASKS/REMINDERS FOR MANAGERS IES STUDENT GUIDE Page 1 of 9 Updated 1/20/2015

Table of Contents

Tasks and Reminders Overview .................................................................................................. 2 Module Objectives ........................................................................................................................... 2 Lessons in this Module .................................................................................................................... 2

Lesson 1: View Your Own Tasks/Reminders.............................................................................. 3 Exercise Instructions: ....................................................................................................................... 3

Exercise Steps: ......................................................................................................................... 3

Lesson 2: Check your Office’s Tasks/Reminders ...................................................................... 6 Exercise Instructions: ....................................................................................................................... 6

Exercise Steps: ......................................................................................................................... 6

Frequently Asked Tasks/Reminders Questions for Managers ................................................. 8

IES Task/Reminder Summary ....................................................................................................... 9 Additional Resources for this Lesson - Wizards .............................................................................. 9 Important Things to Remember about Tasks/Reminders in IES..................................................... 9 Module Objectives Review .............................................................................................................. 9



Tasks and Reminders Overview


HANDOUTS:

IES Tasks and Reminders Job Aid

IES Tasks and Reminders Tips Job Aid

Module Objectives

In this lesson, you learn best practices for working with Tasks/Reminders as a manager. A Task/Reminder is a notification from IES or another employee. Tasks/Reminders provide important information about a case or an application, notifying users of work that must be performed. After completing this module, you will be able to:

View your Tasks/Reminders in IES

Check the Tasks/Reminders in your office assigned to the Virtual Worker


1. View Your Own Tasks/Reminders

2. Check your Office’s Tasks/Reminders



Lesson 1: View Your Own Tasks/Reminders



Walk through this exercise with your IES instructor.

Exercise Instructions:

Second Party Reviews can be mandatory in a worker’s profile or requested by a worker. When a review is required, Managers receive a Tasks/Reminders informing them of the Second Party Review. Remember, Second Party Reviews must be complete on the day requested. Search for any Second Party Reviews assigned to you. Note: Second Party Review tasks are the only Tasks/Reminders assigned to managers.

Exercise Steps:

1. From Left Navigation, select Tasks/Reminders, then select Tasks/Reminders. The Tasks/Reminders page displays.

2. To view your Tasks/Reminders, in the Search Criteria section, select My Tasks/Reminders from the Task/Reminder Preferences drop-down list.

Tip: Tasks/Reminders page can be accessed by clicking the More… hyperlink in the My Tasks and Reminders section of the Homepage. This hyperlink only displays when the user has nine or more tasks/reminders.



Tip: When the My Tasks/Reminders preference is selected, the Employee’s User ID

automatically populates on the page, allowing the user to retrieve assigned Tasks/Reminders.

3. To view the Tasks/Reminders for another Manager, you can select Overdue Tasks/Reminders

from the Task/Reminder Preferences drop-down list and click the Search icon next to the Employee User ID field to search for another manager’s User ID.

Tip: In Task-based offices, managers can select the checkbox next to Exclude Tasks/Reminders for actual workers (for hybrid offices).

4. To narrow the search for Tasks/Reminders, select the radio button next to Due Date or Issue Date in the Search By field.

5. Enter a date in the Begin Date fields. You can search 180 days in the past and future.

6. Click [Search]. Tasks/Reminders that meet the search criteria display in the Tasks/Reminders section of the page.

7. Review the Tasks/Reminder columns:

Case Worker ID: The Virtual Worker assigned to the case

Case/App#: The Case Number of the case needing a Second Party Review.

Tip: Click the Case/App# hyperlink to view a summary of the case.

Case/App Name: The Head of Household’s name

Task/Reminder Text: Instructions for performing the Task/Reminder

Task/Reminder Type: Indicates the nature of the Task/Reminder

Priority: A ranking of the importance of the Task/Reminder



Due Date: The Task/Reminder due date. Second Party Reviews are due the day they are requested.

Tip: In task based offices, all cases are assigned to the virtual caseworker. Review

the case summary to determine who worked on the case. Remember if a Second Party Review is not completed on the day it is requested, eligibility on the case should be re-run before responding to the Second Party Review.




Lesson 2: Check your Office’s Tasks/Reminders





You would like to view the Run Eligibility Tasks/Reminders assigned to the Intake Virtual Worker in your office.

Tip: As a best practice, managers should designate workers to monitor the virtual

worker’s Tasks/Reminders. Workers should check the following Task/Reminder Types: Case Routing/Transfer, Run Eligibility, and Verifications Due.

Exercise Steps:

1. From Left Navigation, select Tasks/Reminders, then select Tasks/Reminders. The Tasks/Reminders page displays.

2. Complete the Search Criteria:

Task/Reminder Preferences: Select Outstanding Tasks/Reminders from the drop-down list.

Task/Reminder Type: Select Run Eligibility from the drop-down list.

Tip: When Data Collection is initiated for the first time, a Run Eligibility

task/reminder is created at the case level. The Due Date for the task/reminder is based on the programs requested on the case:

• SNAP request: Application Date + 25 days

• Cash request (without a SNAP request): Application Date + 31 days

• Medical only request: Application Date + 41 days



Search By: Select Due Date or Issue Date

Begin Date and End Date: Enter your specific date range.

Exclude Tasks/Reminders for actual workers: Select checkbox to only search results assigned to the Intake Virtual Worker.

3. Click [Search]. Results will display at the bottom of the page.

Tip: Remember, Tasks/Reminders shown in red are overdue. Some overdue Tasks/Reminders are escalated from another user, whose User ID displays in the Escalated from User column. Refer to the Tasks/Reminder Job Aid to view the

specific Tasks/Reminders that are escalated and when.

1. Refer to your Case Data Sheet – Lesson 2.1 Search for the Outstanding Run Eligibility Tasks/Reminders within a specific date range for your team.

Tip: This alert is generated when eligibility has been run but the case is not yet certified.

A. How many total cases need to have Eligibility Run?

________________________________________________________________________________ B. Are there any Tasks/Reminders that are high priority?

________________________________________________________________________________ C. Are any Tasks/Reminders escalated?

________________________________________________________________________________




Frequently Asked Tasks/Reminders Questions for Managers

1. What is the difference between Tasks/Reminders and the EDM Inbox?

Answer: A Task/Reminder that displays on the Tasks/Reminders page is

ONLY system generated. These Tasks/Reminders can be cleared by a user and by IES.

A Task/Reminder that displays in the EDM Inbox is either connected to a document OR has been manually created by a user. The EDM Inbox is the ONLY place in IES to create a manual Task/Reminder.

2. Why can some Tasks/Reminders be disposed but others cannot?

Answer: Usually, Tasks will be disposed of automatically by IES after an

action is taken. Reminders are more often disposed manually. You will be able to determine if you can manually dispose of a Task/Reminder based on whether or not the checkbox option appears in IES.

If there is an open checkbox next to a Task/Reminder, this means that it can be manually disposed. Remember! Once you manually dispose of a Task/Reminder, it will not be re-created by IES, so be sure the action has been completed before you dispose of the Task/Reminder.

3. Why are some Tasks/Reminders escalated? What does this mean?

Answer: DHS and HFS have determined that certain Tasks/Reminders

should be escalated to a manager when they become overdue. These Tasks/Reminders also display in red text, and display in the appropriate manager’s personal Task/Reminder list.



IES Task/Reminder Summary


Additional Resources for this Lesson - Wizards

Add Page Level Comments

Add Case Level Comments

Access a Case in Read-Only Format

Important Things to Remember about Tasks/Reminders in IES

View your own Tasks/Reminders in IES

Check the Tasks/Reminders for your office assigned to the Virtual Worker



View your own Tasks/Reminders in IES

Check your Office’s Tasks/Reminders

Course: AG03 Manager Module: Employee Profiles

EMPLOYEE PROFILES IES STUDENT GUIDE Page 1 of 10 Updated 1/20/2015

Table of Contents

Employee Profiles Overview ............................................................................................................... 2 Module Objectives ........................................................................................................................... 2 Lessons in this Module .................................................................................................................... 2

Lesson 1: Search for an Employee Profile ........................................................................................ 4 Lesson Instructions: ......................................................................................................................... 4

Exercise Steps: ......................................................................................................................... 4

Lesson 2: View Employee Profile Information.................................................................................. 5 Exercise Instructions: ....................................................................................................................... 5

Exercise Steps: ......................................................................................................................... 5

Lesson 3: Troubleshoot Employee Profile Errors ............................................................................ 6 Exercise Instructions: ....................................................................................................................... 6

Exercise Steps: ......................................................................................................................... 7

Lesson 4: Troubleshoot a Case Load Percentage ........................................................................... 8 Exercise Instructions: ....................................................................................................................... 8

Exercise Steps: ......................................................................................................................... 9

Employee Profiles Module Summary............................................................................................... 10 Additional Resources for this Module ............................................................................................ 10

Wizards ................................................................................................................................... 10 Important Things to Remember About Employee Profiles ............................................................ 10 Module Objectives Review ............................................................................................................ 10



Employee Profiles Overview


Module Objectives

This module teaches you how to monitor and edit the Employee profiles of the Employees in your office.


View and Edit Employee Profiles

Monitor Employee Profiles


1. Search for an Employee Profile

2. View Employee Profile Information

3. Troubleshoot Employee Profile Errors

4. Troubleshoot a Case Load Percentage



Begin Instructor Demonstration

Direct the class to follow along on the screen as you demonstrate navigation to an Employee Profile and review the following fields.

Review the following fields:

Description Key Information

Maintain Employee

Profile page

User ID: This is the User ID staff use to log into IES and is typically the same as the Employee’s State of Illinois Outlook ID.

Effective Begin and End Date: Date range when the Employee Profile was established or the date information was last updated.

Team: Team the Employee is assigned to is based on their Supervisor.

This determines who will be their 2nd

party reviewer. Teams can be associated with more than one office.

Primary Office: Employee’s primary office. An Employee can be

associated with more than one office, if they are in a Team that spans more than one office.

Job Title: Employee’s Job Title, which is considered for various functions in IES, including the ability to be the Supervisor of a team.

Experience Level: Level of Experience which can be used to determine an Employee’s Appointment Length.

Legacy Caseload #: For staff that worked in a case-based office using a legacy system, the Employees were identified using a legacy caseload number. With IES, staff members are identified by their Employee User ID instead of a caseload number.

Intake only workers have 1no listed as their caseload to assign cases to the office caseload. However, Service Coordination workers in a Case-based office have their legacy caseload number entered. Service Coordination workers in a Task-based office have 1no listed as their caseload.

Case Load Percentage (Case-based Service Coordination Only):

Percentage (greater than zero) that can be used to control the rate at which cases are distributed to Caseworkers. IMPORTANT! For all intake only Workers, this will be zero.

Second Party Review Percentage: For new or probationary

Employees, this percentage can be used to determine how many cases should go (or should not go to the Worker’s Supervisor) for Second Party Review.

Employee Additional Information page

Additional Information: Used to view the Languages, Special Skills, Programs (Service Coordination Only), Associated Offices, Types of Assistance(s) (TOA) (Service Coordination Only), and Facilities/Institutions assigned to an Employee.

Maintain Information: This area of the screen is populated based on

the Additional Information type selected and is used to edit and update the Employee’s Profile.



Lesson 1: Search for an Employee Profile




Lesson Instructions:

You want to view a Caseworker’s profile. Conduct an Employee Profile search to review the profile.

Refer to the Employee Profiles- Lesson 1 in your Case Data Sheet for specific information for this Lesson.

Exercise Steps:

1. On Left Navigation, select Manage Office Resources, select Search/Maintain Profile, and then select Employee. The Search Employee Profile page displays.

2. Scroll to the Search Criteria section of the page. Common criteria are Name or Employee User ID.

Tip: No search criteria required. You can click [Search] to view all the Employee

records in IES.

3. Click [Search]. Results display in the Employee Profile Search Results section of the page.




Lesson 2: View Employee Profile Information

Time to Complete: 10 Minutes




Review a Caseworker’s profile to view basic Employee information such as Team, Primary Office, Job Title, Level of Experience, Case Load Percentage, Second Party Review Percentage and Assignments. Record the information in your Student Guide.

Exercise Steps:

1. Conduct an Employee Profile search on the Search Employee Profile page. The Employee Profile Search Results display at the bottom of the page.

2. Click the Edit icon for the Employee you wish to view. The Maintain Employee Profile page displays.

Tip: On the Maintain Employee Profile page, an employee’s Case Load Percentage can be changed to zero at any time regardless of whether the Worker has cases assigned. If the Case Load Percentage is changed to a value greater than zero a “Changing the case load percentage to greater than zero will potentially cause the user to be assigned service coordination cases. To continue select Submit again.” soft warning message displays.

3. Click the Employee Additional Information tab on the top of the page. The Employee Additional Information page displays.

Tip: You can select an option from the Additional Information drop-down list and click [Search] to view that Employee’s assigned Languages, Special Skills, Programs, Associated Offices, Types of Assistance(s) (TOA), and Facilities/Institutions.

Service Coordination Workers Only: If an Employee has a Program (i.e. Medical Assistance) assigned to their Employee Profile, but does not have a Type of

Assistance(s) (i.e. FamilyCare) assigned to their profile for that specific Program, IES will assign any cases with that specific Program, regardless of the TOA. If a Program is assigned to the Worker and a Type of Assistance(s) is added for that Program, you will also need to set the Type of Assistance(s) Inclusive field.

4. Select Special Skills from the Additional Information dropdown list.

5. Click [Search].The search results will populate in the middle of the screen.

6. Select the first value in the list if you would like to edit the information.

7. Click the Edit icon. Information displays on the page.

8. Make any updates necessary to the item in the list.

9. Click [Submit].




Lesson 3: Troubleshoot Employee Profile Errors





You need to review the Employee Profile for one of the intake Caseworkers in your office. She’s

supposed to be part of the team conducting Intake interviews but she cannot access the applicable queues. View her Employee Profile to determine if her profile has been set-up correctly and identify any edits that need to be made to her Employee Profile.

Refer to Employee Profiles- Lesson 3 in your Case Data Sheet for specific information for this Lesson.

Questions:

Answer the following questions about this Employee. Use them as clues to help you discover what you can do to troubleshoot this Employee’s case assignment.

A. Search for this Employee’s Profile. What is this Employee’s User ID?

_______________________________________________________________________________

B. Review the Employee Profile. Does the Employee have any Associated Offices in their profile?

_______________________________________________________________________________

C. Review the details for the Employee’s current office. Does the Employee have any Worker Tags?

_______________________________________________________________________________

D. How would you correct this Employee Profile?

_______________________________________________________________________________



Exercise Steps:


The instructor will demonstrate how you would correct this issue.


Tip: Remember you can also view Employee information by clicking on any Employee ID hyperlink.

2. Enter your Search Criteria.

3. Click [Search]. The Employee Profile Search Results display.

4. Click the Edit icon for the Employee Profile that you would like to edit. The Maintain Employee Profile page displays.

5. Click the Employee Additional Information tab at the top of the page. The Employee Additional Information page displays.

6. Select Associated Offices from the Additional Information drop-down list.

7. Click [Search]. The page displays a message indicating no records were found.

8. Click the Edit icon next to the employee’s current office.

9. Enter today’s date in the Effective Begin Date field.]

10. Review the Worker Tags section. Select the No Interviews-Data Collection and Interview Required-Initiate Data Collection queues.

11. Click [Submit]. An Update Successful message displays. The employee now has access to the appropriate Data Collection queues.




Lesson 4: Troubleshoot a Case Load Percentage


Let Me Try!

Perform this exercise on your own.


An inexperienced Service Coordination Caseworker should be managing a smaller percentage of cases than the rest of the office. However, the system keeps assigning this Worker a full caseload. Review this Employee’s Profile to determine the problem. Then answer the questions listed below.

Refer to Employee Profiles- Lesson 4 in your Case Data Sheet for specific information for this Lesson.

Questions:

Answer the following questions about this Worker. Use them as clues to help you discover what you can do to troubleshoot this Employee’s case assignment.

A. Search for this Employee’s Profile. What is this Employee’s Name?

_______________________________________________________________________________

B. Review the Employee Profile. What is this Employee’s Case Load Percentage?

_______________________________________________________________________________

C. Remembering what you have learned about Case Load Percentage, how did this Employee’s profile affect case assignment?

_______________________________________________________________________________

D. How would you correct this Employee profile?

_______________________________________________________________________________



Exercise Steps:


The instructor will demonstrate how you would correct this issue.


2. Enter your Search Criteria.

3. Click Search. The Employee Profile Search Results display.

4. Click the Edit icon for the Employee Profile that you would like to view. The Maintain Employee Profile page displays.

5. View the Case Load Percentage field.

6. Instructor Only: Edit as necessary.

7. Instructor Only: Click [Submit].




Employee Profiles Module Summary


Additional Resources for this Module

Wizards

Search/Maintain Office Profile

Search/Maintain Team Profile

Search/Maintain Employee Profile for Internal User

Maintain Team or Primary Office for Internal User

Maintain Job Title or Experience Level

Search/Maintain Assignments and Reassignments

Important Things to Remember About Employee Profiles

The Employee Information entered on the Employee Additional Information page is used by IES to determine what a Worker can access in the EDM Inbox and how cases are routed for Service Coordiantion.

For Intake Workers:

o After setting up an Employee Profile in IES, tags must be added for workers to access the EDM Inbox and applicable queues.

For Service Coordination Workers:

o If an Employee has a Program assigned to their Employee Profile, but does not have a Type of Assistance(s) assigned to their profile for that specific Program, IES will assign any cases with that specific Program, regardless of the TOA.

o If a Program is assigned to the Employee Profile and a Type of Assistance(s) is assigned within that Program, and the Type of Assistance Inclusive is NO, IES will only assign cases within the specified Program and Type of Assistance(s) for Service Coordination.

o An Employee can still perform case actions on cases containing specific Program(s), TOA(s), Special Skill(s), etc. even if this information is not listed on the Employee Additional Information page.


This module taught you how to monitor and edit the Employee Profiles of the Employees in your office.


View and Edit Employee Profiles

Monitor Employee Profiles

Course: AG03 Manager Module: Troubleshooting in IES for Managers

TROUBLESHOOTING IN IES FOR MANAGERS STUDENT GUIDE Page 1 of 19 Updated 1/20/2015

Table of Contents

IES Troubleshooting for Managers .................................................................................................... 2 Module Objectives ........................................................................................................................... 2 Lessons in this Module .................................................................................................................... 2

Lesson 1: Answering Customer Questions in IES ........................................................................... 3 Exercise Instructions: ....................................................................................................................... 3

Exercise Steps: ......................................................................................................................... 3

Lesson 2: Answering IES Questions for Staff .................................................................................. 5 Exercise Instructions: ....................................................................................................................... 5

Exercise Steps: ......................................................................................................................... 5

Lesson 3: Search Using Queue Metrics ............................................................................................ 7 Exercise Instructions: ................................................................................................................ 7 Exercise Steps: ......................................................................................................................... 7

Lesson 4: IES Management Tools .................................................................................................... 10 Exercise Instructions: ..................................................................................................................... 10

Exercise Steps: ....................................................................................................................... 10

Lesson 5: Troubleshoot a Program Denial ..................................................................................... 13 Exercise Instructions: ..................................................................................................................... 13

Exercise Steps: ....................................................................................................................... 13

Lesson 6: Troubleshoot an Overdue Intake Case .......................................................................... 14 Exercise Instructions: ..................................................................................................................... 14

Exercise Steps: ....................................................................................................................... 14

Lesson 7: Troubleshoot a TANF Case ............................................................................................. 15 Exercise Instructions: ..................................................................................................................... 15

Exercise Steps: ....................................................................................................................... 15

Lesson 8: Troubleshoot Adding a Member to a Pending Intake Case ........................................ 16 Exercise Instructions: ..................................................................................................................... 16

Exercise Steps: ....................................................................................................................... 16

IES Troubleshooting Tips for Managers ......................................................................................... 17 Troubleshooting Tips for Success ................................................................................................. 18

Finding Information in IES for Managers Summary ....................................................................... 19 Additional Resources for this Lesson ............................................................................................ 19

Wizards ................................................................................................................................... 19 Important Things to Remember About Finding Information in IES for Managers ......................... 19 Module Objectives Review ............................................................................................................ 19



IES Troubleshooting for Managers

Time to Complete: 3 hours and 45 minutes

Module Objectives

This module teaches you how to use various IES tools to quickly find information to help answer customer and staff questions. Also, troubleshoot common scenarios you may be presented with when helping caseworkers in your office. Additionally, it also teaches you how to use management tools to monitor your staff’s workload and performance.

Tip: Each exercise in this lesson will include a scenario and a set of questions for

you to answer, but do not include set-by-step instructions. Think about what you are trying to find or troubleshoot and where in Left Navigation you might locate the answer. Many of these you will complete on your own to become comfortable locating information and troubleshooting with the same resources you will have in your office.


Use IES tools to quickly find information you may need to answer customer questions

Use Data Collection and Eligibility tools to help staff answer more complex questions about their cases

Use EDM Inbox, My Inbox, Queue Metrics and the Case Progression Report to help monitor work in your office

Identify Data Collection errors

Troubleshoot to find out why a program was denied

Understand and apply troubleshooting best practices


1. Finding Information in IES Overview

2. Answering Customer Questions using IES

3. Answering IES Questions for Staff

4. Search Using Queue Metrics

5. IES Management Tools

6. Troubleshoot a Program Denial

7. Troubleshoot an Overdue Intake Case

8. Troubleshoot a TANF Case

9. Troubleshoot Adding a Member



Lesson 1: Answering Customer Questions in IES




Tips for this exercise:

There is more than one way to find information in IES. Think about the quickest way to find the information you need before you start searching.

If you need to navigate to several places in IES for one case, access the case using Data Collection> Initiate Interview> View Data Collection (Read Only). That way, your case number will follow you wherever you go (i.e. navigate to the Eligibility module). If you do not do this, you may need to enter (or paste) your case number multiple times.


Use the Case Data Sheet to research the information in IES to get a full understanding of each scenario. View cases in read only mode so you do not edit any case data.

Complete scenario one and answer the questions with the instructor. Complete scenario two and three at your own pace and answer the questions related to the scenarios. After finishing, regroup with the rest of the class to discuss the answers and how you found them.

Use the training environment to find the information in IES that you need to answer the questions below.

Exercise Steps:

Scenario 1: A customer called to ask the status of their application and when they will receive benefits. Review their case and answer the questions below.

A. Where is the best place to find this information? (Circle the best answer)

Data Collection Case Inquiry Eligibility

B. Why did you choose the above answer?

_________________________________________________________________________

C. On what date was the case certified?

_________________________________________________________________________

D. When did the customer’s benefits start?

_________________________________________________________________________



Scenario 2: A customer calls and states that they submitted an application but have not heard anything about their benefits. They want to know when they will start receiving SNAP benefits. Review their case and answer the questions below.


Data Collection Inquiry Eligibility


_________________________________________________________________________

C. Why did the customer not receive their benefits?

_________________________________________________________________________

D. Where is another place in IES you could go to find this answer?

_________________________________________________________________________

Scenario 3: A customer calls to find out why they received a 267 asking for additional pay stubs. The customer states they sent in paystubs. Review their case and answer the questions below.




_________________________________________________________________________

C. Why did the customer receive the letter?

_________________________________________________________________________

D. Did you notice anything else about the case?

_________________________________________________________________________




Lesson 2: Answering IES Questions for Staff



Direct the class to walk through this exercise with you in IES.

Let Me Try!

Students will complete the exercises at their own pace.


Complete the first scenario with the instructor and answer the questions. Complete the second and third scenario at your own pace.

Do not attempt to change information in the system.

Exercise Steps:

Scenario 1: A worker has run eligibility in a case and a customer’s SNAP EDG is showing as

denied. The case has not been certified. The caseworker is not sure why the SNAP EDG was denied.

Help the caseworker determine why the customer is not being approved in IES by reviewing the case in IES and researching the case.




_________________________________________________________________________

C. Why was the customer not approved for SNAP?

_________________________________________________________________________



Scenario 2: A caseworker you supervise added a son to a pending case because he moved back in full time from spending the majority of time at the home of his other parent. But when they run Eligibility, the benefits are denied. The caseworker asks for assistance in identifying the reason.

Help the caseworker determine the reason for this by pulling up the case in IES and researching the case.



B. Why did you choose the answer for question A?

_________________________________________________________________________

C. Where would you have the caseworker check to determine why the benefits are denied?

_________________________________________________________________________

D. Why are the benefits denied? Is the denial correct?

_________________________________________________________________________




Lesson 3: Search Using Queue Metrics





Review the scenario and search Queue Metrics to find the information.

Exercise Steps:

Scenario 1: As a manager you would like to learn how many ABE/FFM applications are unassigned in the Screen New Applications queue this month. Use the Queue Metrics page to view this information.

Practice searching on the Queue Metrics page but use the screenshot below to answer the questions.



A. How many total documents are unassigned in the Screen New Application queue?

______________________________________________________________________

B. How many total documents are in progress for the Screen New Application queue?

______________________________________________________________________

Scenario 2: You want to determine how many tasks are unassigned in the Screen New Application and the Expedited queues for the time period selected..

Practice searching on the Queue Metrics page but use the screenshot below to answer the questions.

A. How many ABE/FFM applications are unassigned for the selected time frame?

______________________________________________________________________



B. How many Expedited applications are unassigned for the selected time frame?

______________________________________________________________________

C. How many ABE/FFM and Expedited applications in total remain unassigned in this office for the time period selected?

______________________________________________________________________



Lesson 4: IES Management Tools



Direct the class to walk through this exercise with you in IES.

Let Me Try!

Students will complete the exercises at their own pace.


Below are features of key management tools to help you monitor the work of the employees in your office. Use your knowledge gained from the AG02 class and earlier in this class to help answer the questions below.

Queue Metrics

Case Progression Report

EDM Inbox

My Inbox MH Reports

Frequency Real time Daily Real Time Real Time Weekly

Search by Worker

Displays all workers

Yes Yes Yes Displays all workers

Search by Dates No Yes Yes No Weekly

Search by Tasks in Queues

Yes No Yes No No

Search by Application/Case

No Yes Yes No No

Search Results Numbers List of Applications/ Cases

List of Tasks

List of Applications/ Cases

List of Applications/ Cases

Tip: Don’t forget you can use the Online Help Wizards to assist you to perform

many tasks within IES.

Exercise Steps:

Scenario 1: Determine the pending tasks for a specific worker in your office.

Tip: For task based offices, search for tasks by queue. Workers should

complete any In Progress tasks with their User ID next to it.


The EDM Inbox Queue Metrics Case Progression Report


_________________________________________________________________________



Scenario 2: Determine the number of ABE/FFM applications waiting to be registered.




_________________________________________________________________________

C. How many new ABE/FFM Applications are in the Inbox?

______________________________________________________________________

Scenario 3: Determine the number of pending cases due to missing verifications in your office.




_________________________________________________________________________

C. How many cases are pending due to missing verifications?

______________________________________________________________________

Scenario 4: View the applications and find the total number of applications that have currently been registered but Data Collection has not been initiated in your office.

A. Using the EDM Inbox page, what is the search criteria you used to view this information?

_________________________________________________________________________

B. Using Queue Metrics, what is the search criteria you used to view this information?

_________________________________________________________________________

C. Using the Case Progression Report, what is the search criteria you used to view this information?

______________________________________________________________________



Scenario 5: You would like to see how many ABE applications your intake team has registered today.




_________________________________________________________________________

Scenario 6: You would like to see how many cases that require interviews are currently in progress

for Data Collection and then the same for cases that don’t require interviews.




_________________________________________________________________________

C, How many cases are currently in progress in your office?

______________________________________________________________________

Scenario 7: You would like to find out the number of cases that are pending for a specific worker.


The EDM Inbox Queue Metrics Case Progression Report MH-132 My Inbox


_________________________________________________________________________

C. How many cases are currently in pending for this worker?

______________________________________________________________________




Lesson 5: Troubleshoot a Program Denial


Let Me Try!

Perform this exercise on your own. At the end of the exercise, the class will review the answers together.


A caseworker has asked for help, because they have run eligibility and the program is denied due to over income, however the customer is under the income limit. Review the case to determine why the case is being incorrectly denied. Refer to the Case Data Sheet for specific data regarding this case.

1. Complete scenario one and answer the questions with the instructor.

2. Complete scenario two and three at your own pace and answer the questions related to the scenarios. After finishing, discuss the answers and the process to discover them with the class.

Tip: Use the Notice Reasons tab in Eligibility Summary to view why a particular EDG

was approved or denied. You can then use the Data Collection screens to check specific information that affected eligibility.

Exercise Steps:

To help determine the problem, log into IES and answer the following questions about the case:

A. Review the Eligibility Summary page, what are the denial reasons?

_________________________________________________________________________

B. What type of income is counted for the case?

_________________________________________________________________________

C. What is the income for the case?

_________________________________________________________________________

D. Conclusion: What does the caseworker need to do in order to get the correct eligibility results?

_________________________________________________________________________



Lesson 6: Troubleshoot an Overdue Intake Case


Let Me Try! Perform this exercise on your own. There are not step-by-step instructions for how to answer them. Leverage what you learned in AG02 course to determine where to look for the answer. Explore the system to become comfortable with it and how to find the information you are looking for.


A case is displaying on the Case Progression Report, but is over a month old. You asked the caseworker why the case is overdue, and she responded that she completed the intake process already.

Refer to the Case Data Sheet for specific data regarding this case number for this exercise.

Review the case your instructor writes on the whiteboard to help the caseworker discover why the case is showing on the Case Progression report.

Exercise Steps:


A. What are the programs on the case?

_________________________________________________________________________

B. Are there any pending verifications?

_________________________________________________________________________

C. Review the Eligibility Summary page. What are the Certification Status and Certification Date of the EDGs?

_________________________________________________________________________

D. Conclusion: What action does the caseworker need to complete in order to correctly complete intake on this case?

_________________________________________________________________________



Lesson 7: Troubleshoot a TANF Case


Let Me Try! Perform this exercise on your own. At the end of the exercise, the class will review the answers together.


One of the caseworkers in your office just completed the intake process for a TANF case that includes a mother and her four month-old daughter. The mother is not employed, because she has to care for her daughter. The caseworker asks you for help with the case, because the mother’s eligibility results show a Work Participation Mandatory status. Review Case Number from your Case Data Sheet to find out why the mother was not exempt from working for caring for a child less than one year of age.

Exercise Steps:


A. Which individuals are listed on the case? What is their relationship to one another?

_________________________________________________________________________

B. What is the verification for the relationship between the mother and her daughter?

_________________________________________________________________________

C. Do the individuals purchase and prepare meals together?

_________________________________________________________________________

D. Is the individual acting as a Parent? Is the mother claiming her daughter as a tax dependent?

_________________________________________________________________________

E. Does anyone in the house need to sign a Responsibilities Service Plan (RSP)?

_________________________________________________________________________

F. Review the eligibility summary-why was the customer denied for TANF?

_________________________________________________________________________

G. Conclusion: What should the caseworker do in order to update the case?

_________________________________________________________________________



Lesson 8: Troubleshoot Adding a Member to a Pending Intake Case


Let Me Try! Perform this exercise on your own. At the end of the exercise, the class will review the answers together.


One of the caseworkers in your office just added a new child to an Intake case. The client reported the son moved back in to live with her full time. The caseworker added the son to the case, but he is not a member of the EDGs. Help troubleshoot the problem.

Exercise Steps:


A. Which individuals are listed on the case? What is their relationship to one another?

_________________________________________________________________________

B. What is the verification for the relationship between the mother and her son?

_________________________________________________________________________

C. Is the son a member of the program request?

_________________________________________________________________________

D. Is the individual acting as a Parent?

_________________________________________________________________________

E. Is the child living in the household at least 50% of the time?

_________________________________________________________________________

F. Conclusion: What should the caseworker do to add the son to the EDGs?

_________________________________________________________________________



IES Troubleshooting Tips for Managers

1. ___________________________________________________________________

2. ___________________________________________________________________

3. ___________________________________________________________________

4. ___________________________________________________________________

5. ___________________________________________________________________

6. ___________________________________________________________________

7. ___________________________________________________________________

8. ___________________________________________________________________

9. ___________________________________________________________________

10. ___________________________________________________________________



Troubleshooting Tips for Success



Troubleshooting in IES for Managers Summary


Additional Resources for this Lesson

Wizards

Access a Case in Read-Only Format

Search for a Case

Search for an Individual

Search for an EDG

View EDM Inbox

View Eligibility Results

Case Progression Report

Important Things to Remember About Finding Information in IES for Managers

There is more than one way to find information in IES, think about the quickest way to find the information you need before you start searching.

If you need to navigate to several places in IES for one case, access the case using Data Collection> Initiate Interview> View Data Collection (Read Only). That way, your case number will follow you wherever you go. If you do not do this, you may need to enter (or paste) your case number on each page you visit.

Use the Notice Reasons tab in Eligibility Summary to see why EDGs were approved/denied

Use the different Data Collection screens to verify information that was entered during intake was entered correctly



Find Information in IES to:

1. Answer Customer Questions

2. Answer Questions for Staff

3. Search using Queue Metrics

4. Understand the different functionalities of the IES Management Tools

5. Identify Data Collection errors 6. Troubleshoot to find out why a program was denied 7. Understand and apply troubleshooting best practices for managers

IES Manager AG03 Student Guide - Illinois Department of ...€¦ · Course: AG03 Manager Module:...

Documents

Transcript of IES Manager AG03 Student Guide - Illinois Department of ...€¦ · Course: AG03 Manager Module:...