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Home My WebLink AboutMINUTES - 10222013 - PR.1RECOMMENDATION(S): ACCEPT presentation from the Peter Lee, Executive Director of the California Health Benefit Exchange and Kathy Gallagher, Employment and Human Services Director, regarding the Contra Costa County Covered California Call Center and implementation of the Affordable Care Act. FISCAL IMPACT: No fiscal impact - report only. BACKGROUND: Peter Lee is the Executive Director of Covered California, California's marketplace for health care coverage. Open enrollment began on October 1, 2013 and will provide Californians and small businesses access to quality, affordable health coverage from major health insurance carriers. It is estimated that during the initial, six-month open-enrollment period 500,000 to 700,000 Californians will be enrolled. Contra Costa County is in a unique position APPROVE OTHER RECOMMENDATION OF CNTY ADMINISTRATOR RECOMMENDATION OF BOARD COMMITTEE Action of Board On: 10/22/2013 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: Dorothy Sansoe, 925-335-1009 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: October 22, 2013 David Twa, County Administrator and Clerk of the Board of Supervisors By: Stephanie L. Mello, Deputy cc: PR.1 To:Board of Supervisors From:Kathy Gallagher, Employment & Human Services Director Date:October 22, 2013 Contra Costa County Subject:Update on the Contra Costa County Covered California Call Center BACKGROUND: (CONT'D) to assist individuals and business with their enrollment needs as the only County-operated call center. The Contra Costa County Covered California Call Center (7C's) is operated under the Department of Employment and Human Services under the director of Kathy Gallagher. Call Center staff provided an update to the Board of Supervisor's Family and Human Services Committee on October 7, 2013. Information from that update is attached. Mr. Lee and Ms. Gallagher will be presenting information on the Health Benefit Exchange, Covered California and the 7C's to the Board of Supervisors and the public. CONSEQUENCE OF NEGATIVE ACTION: The Board and the public will not receive up to date information. CHILDREN'S IMPACT STATEMENT: Not applicable. ATTACHMENTS Report Residency Chart 1 Contra Costa County Employment & Human Services Department Contra Costa County Covered California Call Center Oral Report to the Board of Supervisor’s Family & Human Services Committee October 7, 2013 Staffing: • Approximately 129 Customer Service Agents, 91 Fulltime and 38 Intermittent. (65 CSA Is, 26 CSA IIs) • Thirty-one (31) CSAs have left since our initial hire date of July 10, 2013 which represents an attrition rate of approximately 14.6% from the original 151 agents hired o Twenty-three (23) left for another job outside the county or for an undisclosed reason o Three (3) CSAs left to take another job within the county (Eligibility Worker positions) o Five (5) were rejected from probation • Approximate total number of staff 155 - 11 Customer Service Agent Supervisors, 3 managers, 4 trainers, and 6 support positions. 1 support position is still pending. • Wave 1 hiring is complete. No hiring completed during Wave 2. Next hiring wave planned for January 2014. • Fulltime Employment Opportunities are posted each week and new information is distributed to staff daily as announced through Human Resources. • Transportation Survey issued pending a response from staff October 2013 • Bilingual Spanish staff skilled at Open Enrollment. Approximately 31% of our CSAs are bilingual of which 20% are Spanish-speaking. Testing for additional languages pending with Human Resources. • Approximately eighty-four percent (84%) of the CSAs live in Contra Costa County and 16% live in other contiguous counties. Of the 84% living in Contra Costa, approximately 15% of the CSAs reside in West County, 40% in Central County, and 33% in East/far- East County. • Staff Morale has been high overall throughout the Soft “Go Live” as well as the first week of Open Enrollment Training: • Four (4) weeks of initial State developed training completed. • CalHEERS, Eligibility and Enrollment, Quick Sort Training completed September 2013. • On-going customer service training for supervisors and agents planned at the facility. • On-going quality assurance training conducted at the facility. Operations: • Soft “go-live” completed August through September 2013. • Affordable Care Act, “Go Live” began October 1, 2013 for Rancho Cordova and Contra 2 Costa. Fresno “Go Live” November 2013. • Hours of operation during open enrollment Monday – Friday, 8 am – 8 pm and Saturday 8 am – 6 pm (10/1/13 through 3/31/14). • Several visits from Radio, TV and Print media prior to and during the first week of Open Enrollment • Peter Lee’s 7Cs visit – August 12 and October 2, 2013 Performance: • CalHEERS interface was not operable during first week of Open Enrollment • An average of 1,230 calls received daily during Soft “Go Live” with a Service Level of 98%, exceeding our goal of 80%. Average Wait Time was 20 seconds and Average Speed of Answer was 0 seconds, exceeding our goal of answering calls within 30 seconds. • Over 49,000 calls received during the first three days of Open Enrollment period. Service Level improved from 32.9% to 81%. Average Speed of Answer decreased from 44.24 minutes on October 1 to 7.38 minutes on October 3. • Over 460 paper applications completed at Contra Costa site during first 3 days of Open Enrollment. Contra Costa County Covered California Call Center Residency of Staff District Contra Costa County # % of Total Other Counties #% Grd.Total West Alameda 10 V Crockett 1 San Francisco 1 I El Sobrante 3 San Joaquin 2 V Hercules 4 Santa Clara 1 I Pinole 1 Solano 8 I Richmond 7 Sonoma 1 V Rodeo 2 TOTAL 23 16% I San Pablo 3 TOTAL 21 15% Central IV Clayton 2 V Clyde 2 IV Concord 24 II Danville 1 V Martinez 5 II Moraga 1 V Pacheco 1 IV Pleasant Hill 7 II San Ramon 1 IV Walnut Creek 7 TOTAL 51 40% East III Antioch 20 V Bay Point 5 III Brentwood 3 III Oakley 3 V Pittsburg 16 TOTAL 47 33% CCCounty TOTAL 119 84% *Grand TOTAL 142 (totals over 100% due to rounding) Total by District #% Co.total. 119 % Grd Total. 142 I -- John Gioia 14 12% 10% II -- Candace Andersen 3 2% 2% III -- Mary Piepho 26 22% 18% IV -- Karen Mitchoff 38 32% 27% V -- Federal Glover 38 32% 27% 119 100% 84% Green: districts Blue: other counties Yellow: all county callctr.residency.August 2013