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SPD Application Improvement Project

Updated June 3, 2010

In February 2008, SPD/AAA local office staff and SPD central office staff came together to participate in a “Rapid Process Improvement” session. The Process to be improved was the initial application and intake for both service and nonservice cases. The group mapped their local office application process: identifying waste, wait time, hand-offs and the amount of time from the initial client contact to the eligibility determination. The group had developed a simplified process-flow as well as an impressive list of opportunities for work efficiencies as outlined below.

• If you have further suggestions for this project, please send them to Jennifer de Jong at jennifer.d.dejong@state.or.us.

Opportunities for Work Efficiencies

• Completed tasks

Application Process Flowchart

The new flow incorporated the following:

• Strong focus on screening, asking the right questions and providing the client with the information they need to determine if they would like to move forward with the intake.
• Immediate intake – whether the client had walked into the office or called the office, the intake is completed immediately by the case manager or eligibility specialist. If the client chooses not to continue with the intake, an appointment is made or referrals to other program and agencies. Many offices recognized that they had not fully utilized the option of phone intakes. Also note: Complete interviews for Medicaid-only cases only when necessary (461-115-0230).
• Click here to see the recommended flow.

Workgroup Members

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Oregon Department of Human Services
500 Summer St. NE E02, Salem, OR 97301-1073
Phone: (503) 945-5811
Toll-free: (800) 282-8096 (V/TTY)