HomeMy WebLinkAboutMINUTES - 09102013 - C.42RECOMMENDATION(S):
ADOPT Position Adjustment Resolution No. 21348 to add one Automated Call Distribution Administrator (LBSC)
(represented) position at salary level ZB5 1810 ($6236 - $7581) in the Information Systems Division of the
Administrative Support Services Bureau of the Employment and Human Services Department.
FISCAL IMPACT:
Upon approval, this action will increase the Annual personnel expense of $142,980 and additional county costs of
$14,298.
The pension obligation will increase annually by: $51,230. The position will be funded: Federal 45%, State 45%,
County 10%.
BACKGROUND:
EHSD operates a number of voice systems, including multiple Automated Call Distribution (ACD) systems,
Auto-Attendant (AA) systems, and Interactive Voice Response (IVR) systems. Our department is growing
increasingly more dependant on sophisticated call center technology.
These systems are currently in use at multiple sites throughout the county with
APPROVE OTHER
RECOMMENDATION OF CNTY ADMINISTRATOR RECOMMENDATION OF BOARD COMMITTEE
Action of Board On: 09/10/2013 APPROVED AS RECOMMENDED OTHER
Clerks Notes:
VOTE OF SUPERVISORS
AYE:John Gioia, District I Supervisor
Candace Andersen, District II
Supervisor
Mary N. Piepho, District III
Supervisor
Karen Mitchoff, District IV
Supervisor
Federal D. Glover, District V
Supervisor
Contact: Michelle Cabrera,
925-313-1510
I hereby certify that this is a true and correct copy of an action taken and entered on the minutes of the
Board of Supervisors on the date shown.
ATTESTED: September 10, 2013
David Twa, County Administrator and Clerk of the Board of Supervisors
By: STACEY M. BOYD , Deputy
cc: Human Resources, EHSD
C. 42
To:Board of Supervisors
From:Kathy Gallagher, Employment & Human Services Director
Date:September 10, 2013
Contra
Costa
County
Subject:Add one Automated Call Distribution Administrator in EHSD
BACKGROUND: (CONT'D)
more sites being added as a result of Health Care Reform. These sites include IHSS Payroll in 500 Ellinwood, the
CFS Screening in 300 Ellinwood, the MCSC at 1650 Cavallo Avenue in Antioch and 1275 Hall Avenue in
Richmond, as well as all of our client reception sites, such as 1305 MacDonald, 4545 Delta Fair, 400 Ellinwood,
and 151 Linus Pauling in Hercules. In addition, the Department is adding over 100 staff, many of which will be
dependent on additional call system technology to the locations above.
Our existing call center is expected to receive a significant number of additional calls as citizens pursue
enrollment in enhanced Medi-Cal and also seek help to enroll in subsidized health care coverage under the
Affordable Care Act (ACA). Counties will also be receiving call transfers from the Covered California Call
Centers for county residents seeking enrollment in Medi-Cal. These call transfers will have stringent performance
standards for counties to follow. While the estimate of the total number of calls that will be coming into EHSD
from the various sources is constantly being evaluated, we expect the call volume to be in the thousands per
month in addition to the current volume. The additional call volume will begin with open enrollment under the
Affordable Care Act on October 1, 2013. At present, all our systems are supported by one ACD Coordinator. As
our dependence on telephone technology has increased, our current ACD Coordinator’s duties are increasingly
focused on maintenance of existing systems with little time for complex activities such as voice system
administration including system planning, trend analysis, responsiveness, capacity and project management.
CONSEQUENCE OF NEGATIVE ACTION:
If this position is not approved, EHSD may not be able to have telephone technology in place to begin receiving
the expanded number of calls expected to begin October 1, 2013 and our current systems will be overwhelmed
with the increased volume of calls and clients will not be served within acceptable customer service standards.
Our ACD system will fall behind on needed enhancements and this will greatly impact our client's experience
when calling for benefits and assistance.
CHILDREN'S IMPACT STATEMENT:
NA
ATTACHMENTS
P-300 #21348