Since 2013 the Workforce Services (WFS) Bureau of the Employment and Human Services Department (EHSD), through efficiency initiatives as part of “Office of the Future” has implemented a number of business and client process changes including Automatic Call Distribution (ACD) for Intake calls, Quick Sort transfer calls from Covered California, deployed a lobby management system and established point of entry scanning for all ongoing and intake case documents.   
  
The Centralized Mail Initiative(CMU) is the next step to improving service delivery. The Centralized Mail unit will provide one central mailing address for primary benefit programs Medi-Cal, CalWORKs, CalFresh, and General Assistance. This will create efficiency through scale, consistency in processing document imaging and work assignment and oversight via a single physical location. The WFS Bureau engaged an independent consultant to assess the viability for the establishment of the Centralized Mail concept, to determine the level and volume of mail and work, as well as to measure the resources necessary to perform the work. The review conducted by the independent contractor also determined the level and type of clerical staff that would be needed to operate the Centralized Mail Unit (CMU). The contractor reviewed available clerical staff in the Bureau and determined that a significant number of existing clerical staff were temporary without permanent positions numbers, and that there were insufficient existing clerical positions to be reassigned to the CMU. Furthermore, since August 2013 there has been a 68% increase in Medi-Cal applications and an overall increase of total benefit programs of 35%. This has had significant implications to the volume of work required and performed by clerical personnel in support of benefit programs. During this same period August 2013-14, the number of WFS clerical staff has remained relatively flat with 106 clerks in 2013 as compared to 91 in 2014, a 15% decrease. Consequently, additional clerical positions are needed in order to hire permanent clerical staff in the CMU. The WFS Bureau intends to offer bid opportunities to existing staff and will then determine and re-assess the need to backfill positions elsewhere in the Bureau.   
  
The additional staff required for the CMU is one (1) Clerical Supervisor (JWHF), three (3) Clerk Specialist Level (JWXD), twelve (12) Clerk Senior Level (JWXC) and five (5) Clerk Experienced Level. There will be three units that make up the CMU. The Department will add one Clerical Supervisor position and use two existing positions for the new units. A Clerk Specialist Level will be assigned to each unit to provide lead direction, training and work on the complex processes and cases. The Clerk Senior Level will be responsible for the application/registration function, scheduling of appointments. The Clerk Experienced Level will do clearances, open mail and scan documents into the system.   
  
  
  

If these positions are not approved the Department will have insufficient staff to implement the Centralized Mail-In Unit to improve service delivery for our customers.

No impact.