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Children’s Services Agency

Communication Issuance

16-004

Subject/Title State of MiSACWIS - Week of January 11th

Type ☒Informational Memorandum

☐Program Instruction

☐Policy Guide

Issuance Date 1/11/16 Obsolete Date n/a

Contact Name Lisa Kinkema Email MiSACWIS@michigan.gov Phone 517-897-5164

Distribution ☒ CSA Central Office Managers/Staff

☒ MDHHS BSC and County Directors

☒ MDHHS Juvenile Justice Managers/Staff

☒ MDHHS Child Welfare Managers/Staff

☐ Native American Tribes

☒ Private Agency Child Welfare Managers/Staff

☒ Private Residential Juvenile Justice Managers/Staff

☐ Other:

This is the 50th State of MiSACWIS memo on January 11th!

MiSACWIS Field Digest

Field onsite reviews were conducted in November 2015 by project team members of MiSACWIS, including project staff

from Department of Health and Human Services (DHHS), Department of Technology, Management and Budget (DTMB).

These reviews are a method to ensure the appropriate field prioritization and quality of the changes to the system, and

improve the overall quality of the business support model.

Four county offices participated in the onsite reviews: Macomb County MDHHS, Tuscola County MDHHS, Muskegon

County MDHHS, and Iosco County MDHHS. Attached is the MiSACWIS On-site Field Assessment that provides an

overview of the visits: Field Comfortability Trends, Worker Snapshots, and Field Identified Top 10.

Known Issue

There is an issue with CPS investigations not closing correctly. After the supervisor approves the investigation, the

investigation status and/or the case status continues to display as open.

This is a defect that will be fixed in the January release, scheduled for January 30, 2016.

Interim process: Beginning on January 6, 2016, MiSACWIS project staff will run daily data fixes to close the CPS

investigations. This data fix will be run until the January MiSACWIS Release. An initial data fix was completed December

22nd to close any investigations that should have been closed.

MDHHS staff do not need to call the MiSACWIS Help Desk to report this issue. However, it is extremely important that

staff contact the help desk and request a help desk ticket if the CPS investigation was approved and it remains open for

more than 3 business days after January 6, 2016.

CSA Communications Issuance

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Person Merge Update – Exciting news….

Over the holidays, MiSACWIS reached the 1 million mark for merged persons! As of January 4, 2016, person

merge has processed 1,033,484 pairs of duplicate persons, 1,428,098 unique persons have been merged into

394,614 persons after merge. Currently, of the eligible duplicate person pairs, 41.8 percent have been merged.

MiSACWIS Comprehensive Quarterly

Field Operational Assessment

November 2015

MiSACWIS Project Office

MiSACWIS Field On-Site Quality Review

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Table of Contents

Contents

Purpose ......................................................................................................................................................... 2

Field Comfortability Trends .......................................................................................................................... 3

Worker Snapshots… ...................................................................................................................................... 4

Field-Identified Top 10 .................................................................................................................................. 5

MiSACWIS Field On-Site Quality Review

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Purpose

On a quarterly basis, field onsite reviews are conducted by the MiSACWIS project team

members, including staff from Michigan Department of Health and Human Services (MDHHS)

and Department of Technology, Management and Budget (DTMB). These reviews:

Expedite communication between the project staff and the MiSACWIS users to gain a better understanding of the users’ struggles with the application.

Ensure the appropriate prioritization and quality of the changes to MiSACWIS with a focus on system usability.

Improve the overall quality of the business support model and learn how to improve assistance to the field users.

The onsite locations are determined with the assistance of the business service center (BSC)

directors; the sites are selected as representation of small, medium, and urban MDHHS county

offices. The private agency visits are coordinated with the county director in each selected

county. All MiSACWIS users from each location are invited to the review, at least one BSC Strike

Team Member, and approximately 10 MiSACWIS project staff is involved in each visit. During

the visit, MiSACWIS project staff meets with first-line workers and supervisors, along with the

director. The purpose of the visits is to receive feedback directly from the people who use

MiSACWIS on a daily basis.

This report covers the fifth round of onsite visits, which were completed in November 2015.

Due to the short month of November, private agencies were not involved in this round of visits,

but will be scheduled again during the next year’s visits. The current onsite visits were

conducted in the following MDHHS offices:

Macomb County MDHHS

Tuscola County MDHHS

Muskegon County MDHHS

Iosco County MDHHS

The onsite visit process includes:

Pre-onsite survey

An agenda is provided during each visit:

Executive Kick Off/Introductions

MiSACWIS Field On-Site Quality Review

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Assessment and Pre-Survey Overview

Provider Geo Mapper, MiSACWIS Mobile, and Data Warehouse (Book of Business)

Demonstrations

Over-the-Shoulder Triage/Training and Support

Closing Session Walkthrough/Review of the Prioritization for MiSACWIS Action Items

Post-onsite survey

Outstanding questions are tracked and the MiSACWIS project staff provide feedback to the

local office management. The business analysts may also enter a defect or change control

based on feedback during the visits.

Field Comfortability Trends

A pre-onsite survey was sent electronically to the prospective sites for all staff to provide

feedback. The survey provides a snapshot of the field’s feedback on MiSACWIS in areas ranging

from a design wish list, project support, and system issues. When the pre-survey detects a

theme or recurring issue, the review team addresses these issues during the onsite review

whenever possible.

A post-visit survey is also provided electronically to each site for participant feedback. The

survey provides a snapshot of the field’s feedback on MiSACWIS, whether the visits were

helpful, what was most beneficial, and how the onsite visits could be improved.

To assess the benefits of the onsite visit, a survey question is asked prior to each onsite visit and again after the visit. The question is, “Are you comfortable using MiSACWIS?” Below is a table with the MDHHS users’ pre- and post-survey responses to this question for the November visits.

ROUND 5 ONSITE VISITS PRE-SURVEY POST-SURVEY

Macomb County MDHHS 73% 64%

Tuscola County MDHHS 85% 96%

Muskegon County MDHHS 92% 94%

MiSACWIS Field On-Site Quality Review

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Iosco County MDHHS 60% 100%

The table below captures the combined answers to the question, “Are you comfortable using

MiSACWIS?” from the previous rounds visits.

PRE-SURVEY POST-SURVEY

Round 2* – October 2014 52% 85.5%

Round 3 – Dec. 2014-March 2015

53% 84%

Round 4 – June-August 2015

79% 87%

Round 5 – November 2015 77.5% 88%

*The pre- and post-surveys were not conducted during the first round of onsite visits.

Worker Snapshots…

Cheers:

Placement exception request (PER) functionality was reported as easy.

After the MiSACWIS mobile demonstration, many staff requested assistance accessing the application on their work phone.

Most staff found the visits to be beneficial, and liked the one-on-one support. They also liked the demonstrations in the morning.

Jeers:

The CPS commencement contact is not captured correctly in the data warehouse reports.

In the survey results, a number of staff reported that they are still unaware of MiSACWIS training opportunities, and many of them do not read the MiSACWIS release notes.

A few participants mentioned that they did not understand the purpose of the visits and wished the one-on-one time was longer.

MiSACWIS Field On-Site Quality Review

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When a user navigates from another case to the health information screen, the user cannot see the medications.

The DHS-659 Foster Care Payment Authorization is difficult to find and print.

Response: A November 12th release took place to fix the CW-1101 and CW-1102 CPS

commencement reports; specifically, when the CPS worker’s assignment begins prior to or on

the commencement due date, contacts entered will be attributed to the assigned worker and

not to the assigning CPS supervisor. After the December 2015 release, MiSACWIS users will be

able to add associated persons to a permanent ward case. The medications within the health

information screen was not available based on the way the user accessed the screen. This issue

was logged as a defect and will be fixed in a future release. The ability to generate the DHS-659

from payment history is a future enhancement.

Field-Identified Top 10

The following top 10 issues were identified by the field staff during the November onsite visits. These identified issues were consistent with the survey results and were consistent across the various locations.

Identified Top 10 Issues Field Feedback Timeline for Implementation Social Work Contacts/FTMs Are not user-friendly; for

example, add button needs to be at the top of the screen, need to be able to change multiple contacts to complete at once; workers filter the contacts, then enter a contact, when they exit the contact, the filter is not saved. FTMs should also count as a social work contact.

December MiSACWIS release will include some technical fixes to SWCs. Redesign for screen/navigation changes will occur in 2016.

Cannot modify information entered by centralized intake (CI)

The information received from CI is not always accurate and needs to be updated.

Ongoing exploration of this issue with the field and policy office.

Time-consuming entering data and repetitive data entry

In particular, the visitation plans and assessments are difficult to complete.

Redesign of assessments/visitation plans will address this issue and will be scheduled for a future date.

MiSACWIS Field On-Site Quality Review

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Case service plans/court reports format

Formatting of the reports does not look professional.

The team continues to improve the report formatting, updates will be easier with the Crystal Reports upgrade. A number of reports will be fixed in upcoming releases.

Case history is not easily available

Duplicate Person/Case history is not easily available like it was in SWSS. Users are using SWSS to check CPS history and Central Registry.

Person merge is reducing number of duplicate persons. A change request was submitted to view case/person history and search central registry.

Provider management Annual and renewals are time-consuming.

Working on BITS/DCWL integration with MiSACWIS in 2016.

Placement/Provider/Payment Payment problems and DHHS 93 payments are too complicated. Relative placements are difficult to add in MiSACWIS.

MiSACWIS Training Academy Placement & Payment Workshops were developed and available to the field beginning 2015. FCD Payment Trainings were offered. New WBTs for payment roster verifiers and Determination of Care and Service Authorization were developed. A job aid is available on the website. As a part of the MiSACWIS Workshops and Payment Reconciliation site visits, training is being provided to the field on placement/relative placements.

Technical Issues Need a back button and when you filter, the user should not have to keep filtering every time s/he selects a link. Ability to add words to spell check

MiSACWIS project staff continue to improve the navigation to take the user back to the previous screen or page. Technical evaluation needed.

MiSACWIS Field On-Site Quality Review

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Users are getting kicked-out of the application.

Users should immediately call the MiSACWIS Help Desk when this occurs technical evaluation can be completed

Case Closure Complicated and time consuming.

Change controls/enhancements are being evaluated by the project. The Close a Case computer-based training (CBT) is now available in Cornerstone1

Duplicate persons/person searches

Person searches take too long because of duplicate persons. Not sure which duplicate person to select (e.g., SWCs do not count if the user selects the incorrect ID).

Person merge is continuing to run, reducing number of duplicates. The Deactivating Duplicate Case Member job aids explains how to select the correct Person ID.

1 Cornerstone is the new learning management system that replaced Omni Track Plus (more commonly known as JJOLT). Web-based trainings (WBTs) are called computer-based trainings (CBTs) in Cornerstone.