[Pam Olesen] All right. It looks like we're going. So, just again, welcome, everybody. We're going to go over the TANF coach workflows: Lobby, Virtual Lobby, Assigned Cases, Add and Work. We went over those initially as well. So we'll, we'll, touch high level on all of them. But a couple of them we’ll really kind of dig into a little bit and then we'll, look at add -- Additional Actions: Adding Notes, Adding Tasks, and then your Worker Dashboard, which is your landing page, really, when you log in to Current.

So the purpose of Current, it just makes work visible for tracking, monitoring and reporting. And this is really kind of what your, workload management team does, really, is making it visible for them so they can track, monitor, shift as priorities shift throughout. Coach Access Points, we have Lobby, Non-Lobby, and TANF virtual.And then our processes would be Add and Work, or Assigned Work as well. So we'll pull from assigned work. Your worker dashboard is, again, your landing page. Work Case Metrics, Completion Rate, Your Contribution, Assigned Cases, Paused Cases, you're probably all very familiar with, all of those. I do want to mention, the test environment looks a little different today than your production environment does.

For example, your queues are now, horizontal here. So there is a release coming on Sunday, and this release has a lot of, enhancements to it and a lot of enhancements to the visual workers see as they're going through Current. So please know you're going to even when we do an Add Case or a Work Case, you're going to go, "Oh my gosh, this looks a little bit different." Monday when you come in, it will look like your production environment -- or, Monday the twenty -- Yeah, Monday it is. Twenty-seventh. Because it goes into, they're going to deploy it on the 26th. So Monday when you come in, your production environment should mirror the test environment. It'll just look a little different today as we're walking through it. So you get a sneak peek, a preview of, the release as it's coming in. So from your worker dashboard, this is again, if you are a supervisor, you also have management dashboard. Just real quick, I'll mention again, my side panel, my side left hand navigation bar probably looks different than a lot of yours. And it will look a lot different than yours in production.

And this is just based upon your roles. So I have a role of a Planner and I have role of a Reports Viewer, and I have a user role that allows me to look at all settings. You probably won't have those things. I also have, a Supervisor role, which gives me the Management dashboard. So I believe, Andrew, I know is, I believe is a supervisor, if I remember correctly. And so his will have a Management dashboard where many of yours will not have a management dashboard. So, this is what your worker dashboard will look like. Again, the charts have flipped horizontal rather than vertical. So just something to keep in mind as you're looking through Current right now. So we'll walk through Adding a Case, Search Case, Waiting Cases, our User Settings and our Log Out. Terri also sent over, a word document of scenarios that we will be looking at. So I'll kind of go over them, and then I will head into Current to talk through them. Just because I'm working off of several different documents here.

So one of the scenarios we have is for Lobby customers coming in, assisting TANF RR Customers for walk-ins. You will do an add case. But when you first log in, the originating office defaults to your home office. So just keep that in mind, and the access point may need to be updated as you go throughout the day. If you change your originating office or access point, they will stick to what you last had in there. So those are sticky. So we'll walk through clicking the access point, dropdown list, and selecting lobby. And once selected, the access point again is sticky, meaning it won't change unless we change it again. The household number, we can select the case number and, and enter it into Current. If Current recognizes this customer, the information will automatically populate. If the customer is not known to the system, then you'll need to enter in the information. The language defaults to English. If the language is other than English, please add a Triager Note. Triager notes for lobby cases are optional. Again, one thing that may be important to have in there is if their language is other than English.

So we'll add activities and programs. As we walk through our scenario, we'll, um, and then we'll click the activity drop down menu, choose the program and work the case. So if you all have Current up, I will pull up my Current. And we will do an add case. So I was last in here working Non-Lobby. So again we want to change this to a lobby. We're walking through this first scenario. The customer that is in front of me. Is Betty Boop. If I want to add Triager notes -- and in production right now, it is noted as Triage Remarks. So some of the language has changed as well. So you have Triager Notes, as you notice, everything is up at the top now. And it's kind of condensed and streamlined. So you get this nice little package of it. And then down below is where your tasks are. So again this is the new look of Current. You'll see on Monday. So Betty was in the system, I added her, she's here in the lobby. If I can add a phone number, I would do that. If I want to add triage notes, I can.

And then to add a task, before the Add Task button was over on the left hand side. But the Add Task button is actually above the Task Grid now instead of below it, and it's on the far right. So we would add a task. The pop up comes up on the right hand side. Activity... just do a Verification. And we'll add those. Now you'll see a couple of different things that have rolled out with this release is now it actually tells you how many tasks are in your task grid. So two, if you had multiple pages, this would become important for you potentially. If you had, you know, 40 tasks in there or something and you had to scroll through multiple pages, then it might be important to look at that. Yes. Amanda. 

[Amanda Mutascio] We have a request. If we could make the Current screen bigger. 

[Pamela] Yes. 

[Amanda] Awesome.

[Pamela] I will make it as big as I can without losing my functionality, so. And you should be, I mean, please, please be doing this, these steps as I'm walking through them. Because it's important for you to get some hands-on experience as well. So my Activities are here. The, a couple of the changes in here, Activities are now sortable, ascending or descending. Programs are sortable, ascending or descending. So everywhere you see the up or down arrows, now you have the ability to sort. Notes looks a little bit different. Before, we clicked on the, the three vertical ellipses on the far right. Now the ellipses are horizontal. And that's not where your Add Notes are. Your Add Notes are actually right here in the task grid for you. So, if you want to just try that out for a minute... and you can add notes for each one. If you want to show the notes, just hit the “Show Notes” or “Hide Notes,” which is another enhancement we've made, with this upcoming release. So I have everything in, in my case now for Betty, who is in my Lobby. So. I'm going to... Work Case.

So this screen, again, looks a little bit different. I feel like I'm doing a release training as well as a coaches training, Amanda. Here, so this screen looks a little bit different as well. Betty Boop is big up here at the top. So, while the case number, the language, the phone number all fall into this field right here, the client name, the customer name is up at the top, as you can see on your Work Case screen now. On my previous screen, it showed Add Case. So now I'm in Work Case screen. The buttons up at the top have changed a little bit as well. Pause is on the far left. This right here tells me how many outcomes I need to have in my task grid, and how many I have applied. So I have zero of two outcomes applied and my done button isn't even enabled yet. Until I actually apply those outcomes. So I can't hit done and get that error. If you've had the, the pleasure of doing that in the existing production environment, that you hit done and you're missing, then you'll get a red bar error that says, “You need to have an outcome for everything.” So again, I can show my notes. Or I can hide my notes. I can add a task again. If we need to add a task to this.

I can see my household history, which is enhanced a bit, so it defaults to, completed household history. So that shows me everything completed for Betty Boop in Current, but it also shows me “Open” now. So I am, Julie has also, is also working on Betty in the Lobby. So, so it tells me that not only do I have this lobby case open, but if there is a waiting case or if somebody else is working this, it will show you that in the Household History now. Again, it's always showed Completed. It hasn't showed this kind of detail to it, but it's always showed the completed task. But now you have an option to actually look at, open tasks as well. Transaction Details, will be more enhanced as well. So it gives you more information about the tasks in this particular transaction. So the transaction details are specific to the case you are in right now. But it will show me, what has been added. So I added verifications for SNAP and TANF. They're not expressed, I'm the triager, Receive Date was today, and any task notes in there. So again just a little bit different look. I want to give you all a minute, to kind of look at it and see what some of the changes are.

You can, again, sort ascending or descending within the task grid if you'd like to. You can also sort ascending or descending within household history. So if I just want to see the most recent information, I can sort this differently so that it pops right up to the top. And same with Transaction Details. I can sort those as well. Transaction details aren't quite as extensive in my test case. There may be more transaction details if you are working a case that has other information in it, other work that's bundled to it. So this is my lobby person. I'm going to stay here until I'm done determining eligibility, working whatever I needed to work. And then I will get outcomes to this.

Sorry, I needed to, to decrease my font a little bit so I could see my outcomes. But my outcomes are here. They're not, again, with the three ellipses anymore. You would click right into it, select what outcome you need. Certified/Completed. So that's really a, a lobby case for us. Rebecca... or Elizabeth, is there anything else in particular you'd like me to hit on at this point? 

[Rebecca Powell] Not at this time, thank you. 

[Pamela] Okay. Yep. And then you would hit done. All right. So that took us to the Work the Case screen, as well. Review the activity and program in the task grid. Horizontal ellipses rather than vertical. You may needed to add tasks. And then you would use whatever outcome matches your Outcomes tool. Again, adding, clicking “Add” in Show Notes field can be used to document any case information. And we did that as well, added notes. Any questions on the lobby? Amanda, did you see Kristina's comment about, you do not have the queues to work this case?

[Rebecca] Pam, I had seen it, Kristina. 

[Pam] Okay. 

[Rebecca] Please try again now. Okay. 

[Pam] Thank you. Kristi. 

[Kristi] Not really a question, it’s kind of an issue I have working cases, and I think why I always get the star outcomes. It’s because we can get a notification from Current saying that something was sent to us, like to upload to OnBase, and they can have like a closed SNAP case. But then we put completed because we completed the step. But then they're saying you certify the case when it wasn't certified as closed. So is there a way that those two can be separated? So that it's not -- because it's not always the same thing, is what I'm saying.

[Pamela] Rebecca, I might hand that over to you as far as, the correct outcome to put if they, if they go in and because if I understood you correctly, Kristi, you're not actually taking the action on it. You're just looking at it, seeing that it was completed and giving an outcome. Correct? 

[Kristi] Yeah. Or if we, like, have to upload something. And it's like they wanted to upload to like, everything, or like even if we get timesheets as a change for every everything that they've had open in the past, like even if they don't have childcare open anymore, they'll put a change for childcare. So I just go “Complete” like I paid all the time sheets, but they're like, “You didn't complete this because that that thing was already closed.”

[Rebecca] Okay, so if you're uploading something into OnBase on behalf of one of your clients, there's an option to cancel the task from being created in OnBase so you can avoid having to set an outcome for that altogether. And then you can add in what you're actually doing, a task to record that action. And then outcome it, with what you're actually doing to the, the program you're working with.

[Kristi] I think that’s to us, what those options are already there, like from --

[Andrew Knight] Yeah. I don’t think that -- I think what she's saying is, so, because I, because I work I manage a caseload myself right now. So when they come to you, like timesheets for instance, because that's a good one, right. So they come in on your dashboard like when you, when you click on them, when you go to Outcome and you have to outcome like three different things because it's a change for SNAP, a change for childcare, change for everything. When it, when it's really just a timesheet that we’re, that we're paying. So I guess she's asking, why is that a change for every, for everything that they've had open in the past when it's just a timesheet? 

[Rebecca] So if it's been open recently and it could potentially affect that program, it's going to automatically create the task. So what you would do, for example, if it's a timesheet, that's not going to have an effect on SNAP. So the most appropriate outcome would be “Already worked,” because you're not taking an action. So there's really no action for you to record through your outcome. You would just mark that as already worked. And the same for the other programs. So if it affected TANF, or if you were doing something because you guys do something with the timesheets, you pay those out, I believe, so you might mark that as “Completed.” So the, the outcomes are combined. So if you complete something you can mark it “Certified/Complete,” even though you didn't certify it in that action, you did complete it. And the same thing, if they report something that causes maybe their SNAP part to close, you can mark it “Denied/Closed” and you're still good because you took that closure action.

But if you didn't take the action, usually your outcome will be already worked. We do have the Outcomes app that will help guide you to the correct outcome if you are unsure. We definitely recommend that you use that, or you're welcome to reach out, to, you know, see, see what would be the best outcome so you can help avoid the star errors, because none of us like to go back and have to do any rework. So definitely feel free to reach out if you have any odd situations that you just want some clarification on. 

[Kristi] Thanks.

[Rebecca] Sure. Did that resolve your, your question? 

[Kristi] I mean, I understand what you're saying, but like when we get the timesheet, it’s like we completed that task. So we put Complete but we're still -- So we just need to not put Complete, that we completed the timesheet for a closed benefit is what you're saying, right? 

[Rebecca] Well, you would mark it complete on TANF, right? 

[Kristi] Right. 

[Rebecca] So you would mark Certified/Complete. But it didn't affect SNAP. You didn't take any action. So you would mark that Already Worked. 

[Kristi] Okay. 

[Rebecca] And if the child care was not active and it doesn't, then, so you do, it like, like Current is a recordkeeping system for the cases. And so we want it to reflect what's going on with the case. So the timesheet affects the TANF. You completed that. So we would want the record for the case to show that, you know, TANF had something completed at that point. But the SNAP and child care didn't need an action. Those were considered already, already done. It didn't affect those.

[Kristi] Okay.

[Pamela] All right Carol, you, I saw your hand up, but then it went down. Did you have a comment or did Rebecca get to it, or -- 

[Carol Hinex] Well, yeah, they're still working with one of my family coaches that's unable to get into the test. So I was going to just inquire. But someone's working with us, so I put my hand down.

[Pamela] Okay, okay. I just wanted to make sure. I saw it go up, so I didn't want to skirt over you. So. So on the, PowerPoint you received, we already did this, but I'll, I'll briefly go over the slides. So we did our lobby, assisting a TANF RR customer. We've added and worked. So you add and work the case, complete all mandatory fields.

Mandatory fields have the asterisks in them. Your Add Task window pops up as you add a task. If there was anything already in Current for your customer, it would have bundled to it. So, in the screen, what's on screen right now, we added TANF WIOA Lobby Renewal. There was already a SNAP change in there, with the 9/30/2025 date. So it bundled together. So if you had anything that bundled, if you used a Warner Brothers cartoon, there's a good chance there was something in there because, I use those all the time for test. And then we walked through adding notes. Again, it's not, these are task notes. Your triage notes would be on the Add Case screen.

Once you get to the Work Case screen, your Triage notes are up here, but you cannot add to those. But you can add Task Notes here, under the Show Notes. And then you can also show them if you want to see them. So just, as a reminder, First Contact Resolu-- Resolution following FCR principles: Review the verification guide. Search all of your interfaces. Have the customer submit verifications they might have on hand, make three-way calls, and then pend cases only when steps one through five were unsuccessful. Rebecca briefly mentioned we do have the Outcomes tool that will help you walk through this. It's found on your intranet Current outcomes app. And that's a very cool little app. If you haven't used it, please, please do so. And if you have any thoughts on additions, or comments to what an outcome might be and don't understand? There is a “If in doubt, reach out” button, I believe is what it's called. So you can click on that and reach out to, the Workload Management Team.

We already walked through Work the Case as well. You would add your outcome, Certified/Completed or however, however it matches what you did in IMS. So our next is Lobby --> Virtual Lobby Customers. And let me pull up Current again. Actually, I'll go through the steps first. So for virtual, for TANF virtual you're actually going to Add/Add. You Add/Work when you're the one who's going to work the case through to completion. You're going to Add/Add when it's going to go to somebody else to be completed. And you can walk through this as I'm walk, as I'm, going through the slides on screen. So you're going to Add/Add to TANF Virtual. The originating office is going to be TANF Tier 1. Your Access Point is TANF Virtual. And again important to note, if you do have a TANF Virtual and then you need to go back to a Lobby, please remember your originating office and access point are sticky, so it will default to what you left it at before. Triage remarks are required for TANF Virtual customers. 

It helps to ensure TANF Tier 1 staff have the information they need. Your originating office, the customer's phone number, and the language they speak are required to be in your Triager notes. And again, this goes in Triager notes because you're going to Add/Add it. So, The Tier 1 staff won't be able to change triager notes, but they'll be able to see them. When all case information has been added, then you would select Add Case. We didn't go over it when I, when we did Add/Work before, they're presently in the existing environment. There is, it's Add Case, Work Case, and Cancel, which cancels everything out and resets your screen, basically. It's been changed to actually be termed a reset. So it's a reset button which takes the place of your cancel button. All right. So let's go to Current.

And we're going to do Add. Again, I need to change this to Tier 1. TANF Virtual. Hmm... Bugs Bunny's not in here... Lola Bunny is, I'm gonna use Lola Bunny. Triager Notes is my office. And a phone number. And... And so please don't forget to add your Triager Notes. Again, it is presently named Triage Remarks. It's going to be named Triager Notes. Serves the same purpose. I'm going to add my task. And then I'm going to hit Add Case. Again, if I want to reset this, if I just need to totally reset this screen, I can hit the Reset button. If I were going to work it, I would hit Work Case. Since I'm adding it for Tier 1, I would do Add Case. Amanda. 

[Amanda] Yes. Really quick, a couple of things. For this particular step in the process, we have a question about what it is that we're doing here with switching to the TANF Tier 1. So the question was, are we assigning a case to someone on Tier 1? And then my question for you is, were you wanting folks to be following along to kind of see what it's like adding the cases? And yeah. 

[Pamela] Yes, yes, they should be following along and, and, and doing the, the adding of the case and doing Add/Add for this. And I think, Rebecca, one of the key things we wanted to mention was to make sure to add your Triager notes. Is that correct? 

[Rebecca] Yes. That's very important because the staff working the Virtual Lobby, they, they need that information, especially the best contact phone number for the client. So the number that they could be reached on immediately. And if they don't have their own phone, I'm unsure if there are phones in the locations where clients could walk in to to your lobbies, that they could use so that, that would be a question I have for you all. Are there lobby phones that you could possibly plug in for someone that doesn't have a phone? But the Tier 1 staff definitely need that because they're going to be contacting them back just as soon as possible. Wait time varies, but when you add this, Pam is probably about to show you, it'll show you the estimated wait time that you can also provide to them. 

[Pamela] And, Julie, to your question, we're not really adding it and assigning it to anybody. So Tier 1 will hit “Get Next.” Like Comp does, like Tier 2 does. So they would hit Get Next and claim this case. So it's not really an assignment. But we are we are putting it in a Tier 1 bucket. So Tier 1 claims these cases, if that makes sense. So not, not really an assignment but it makes it so that Tier 1 actually picks up this case and works it. 

[Julie C.] Okay, so in what case would we as TANF coaches need to use this? I've never used it before. So I'm just curious, like, if we got an application for, like, SNAP or something, we could have Tier 1 do it? I mean, I'm not understanding when we would need to do that.

[Rebecca] So this will be pretty rare for you all to use. It would be, if you were at one of your locations, such as Hope Center, for example. And a client comes over to the TANF desk that needs to be seen, but they're not, assigned to 85C, they're just applying, you know, they're still on the intake side of everything. You all wouldn't want to take your time to serve them with the intake process. So this gives you an avenue to go ahead and get them entered into the system so they could be served instead of redirecting them back out. Hope Center does have another desk where that navigator would put them in. So some of your other locations that they may walk into, it would just be a client that needs to be served by Tier 1 but they walked into a coach location. 

[Julie] Okay.

[Rebecca] So one of your WROs or WIOs, so this, this is your option, for adding them there. 

[Julie] Okay. Thank you for explaining. 

[Rebecca] Yeah, you're very welcome. 

[Pamela] And so again, we're not going to work this. So we're going to hit Add Case. And now it will show, Rebecca kind of mentioned it, projected wait time is zero minutes. So this is, of course, the test environment, but Current will do the same thing throughout the production environment. What the projected wait time is based on, includes the type of activity, the program, the number of staff working and that, how many cases are already waiting there? It's not just real cut and dried. So there's multiple factors going into what this projected wait time actually calculates to and how Current does that. So I would hit okay. And then please just, again, know that these are sticky. So my, my field is blank again, it takes me back to a blank slate. However, it defaults to, because it's sticky, to the last originating office and access point I used. And I am I seeing something in the chat? Kaly. 

[Amanda] There, there's just a lot of back and forth kind of on the, on the, the reasons for some of these things. So we're just kind of answering in the chat, but -- 

[Pamela] Oh. Okay. 

[Amanda] I am say, I am, I am seeing that most folks are idle. So again, part of the, part of this, part of the process is if you all could go ahead and take a moment to add, even if this isn't something you do in your particular role too often, we kind of want that hands-on practice here. 

[Pamela] And that’s, the instructions for it and the scenarios that we're walking through are on both of the documents Terri sent out to you. The, TANF Coach scenario is going to be more detailed. So it will walk you through the exact steps. So you're adding a case, originating office is, is, Tier 1, TANF Virtual. Your access points. How to find the household number again language defaults here. And then the Triager notes. We actually outline them in that the scenario document as well. TANF, your office location, the phone number, for the client at the time of interaction. And, and then any language as well. Adding activities and programs. And then add -- and hitting Add Case rather than Work Case when you’re to the end. Thank you, Amanda for watching, watching the back side of things as, as I'm presenting, too.

[Amanda] And as you all are kind of opening up that document and walking through the steps, would it be helpful to see Pam kind of go through it again? Just so you've got that kind of side-by-side, or would y’all like just kind of a couple of minutes to, to review and start the process?

[Pamela] Such a quiet group. 

[Amanda] It is a Thursday afternoon. I know it's some folks’ Friday, so.

[Pamela] Thank you, Allison. I think your test version is the same, it's just black. Is that -- I can't really see the screen. It looks the same, but. 

[Amanda] Yeah, it looks -- And because there's no data yet, you're not going to see the bar graphs to see that it looks different. So. And, once you start doing the work, you should be able to see that it looks a little different.

[Pamela] Yes. Your. Yeah. Your data as you, like Amanda said, you need to have something in here in the completion and everything in order for the bar graphs to actually pop up. And Kenetha, we will certainly give you time. Your test version doesn't have names, like client names, you mean?

[Kenetha J.] Just regular names under the, oh, let me scroll over on my, household names. It's just like, 4QKE3F5SB08. Like, it's not an actual name. 

[Pamela] So. Yes. And you can change that. Just, just add, you know, Tom Jones in there or something if you want to so that you can actually see it. This test environment was created as a replication of your production environment many moons ago. When we when we did the switch from, to AWS, the, the AWS platform. And so those weird character things that you were seeing in there are called obfuscated. We couldn't use real client names in your test environment. So we jumbled it up, and just put in, a bunch of jumbled numbers. So if you type in pretty, I would guess, like almost any Warner Brothers cartoon character would be in there. Otherwise. Just make something up, Kenetha. As you pull some, you know, somebody up, just, just make up a name to put in there, your favorite football player or basketball player or something like that. The Dutton family might be in there as well. I went through a Yellowstone phase a while back, so the Dutton family might all be in there. So. 

[Amanda] And Jennifer and Christina, thank you so much. I can see you’re adding and working tasks. For those who have unpaused, previous work, we would suggest just go ahead and give those an outcome. The goal of this one is really kind of what does it look like adding in and getting those remarks in place? But don't worry, you'll get a chance to claim something next. 

[Pamela] Yes. And if you have been working in a case and then came back, my, my handy colleague has probably gotten to a point where she is assigning cases, perhaps. So if you get a pop up that says you have an assigned case, don't be surprised or alarmed. Because that is the next step. So if you've done an Add/Add and you're back to your worker dashboard and you suddenly get a pop up that says you have a new assigned case, it's because Amanda is working in the background, for this next part of it. And I'll give everybody just a couple more minutes, and then we'll move on to assigned cases. 

All right. So claiming assigned cases from your worker dashboard. And y'all are probably very familiar with this. It's how you get a lot of your work. But we did want to go over it just briefly. Again, Amanda, was working on getting assigned cases to everybody. So if you see something pop up, that's why. And how you claim those cases is over here in your Assigned Case. 

Important note, something the Workload Management Team really wanted us to point out is before you click on an assigned case, please ensure the customer is in your caseload. And you can do that by just checking the case number. If it is not, don't claim it. Don't click on it, then. Just advise your gatekeeper, Rebecca or Elizabeth as a backup, advise your gatekeeper or your supervisor to have it reassigned. It's really easy for supervisors to reassign it, at this point, without you claiming it. If you do happen to open it, if you click on it and open it and get to work the case screen, please don't set an outcome. Don't do an Already Worked, don't do an Approve. Don't do anything. Pause that case and again contact your supervisor and/or gatekeeper to have that case reassigned to the appropriate case manager. So your, your assigned cases are in the upper right hand corner. That hasn't changed. That's where they live.

And I will pull up Current. So I have an assigned case. You can hover over it and find out who assigned it to you. And then again, if I, if I look up Beth Murphy's case number, H232881 and I'm like, yep, Beth is on my caseload. I would click into this. Now I Work Case screen again. I'm going to do everything I need to do for the TANF before I, before I give it an outcome. If I need to add some notes, I can. When I'm completed. I've done everything I need to do for this case. And my task is complete. And Amanda popped in here that she was, as she was uploading, she got an error for one, for one person. So if that is you, please let her know we can assign something to you so that you have it. And done.

[Pamela] Oh, Amanda, assigned me one, too. 

[Amanda] Didn’t want you to feel left out.

[Pamela] Isn't that wonderful, “You have an assigned case.” Miss Percy is not my case. So I would say I would reach out to Rebecca Powell or Elizabeth and say, “Rebecca or Elizabeth, Miss Percy's in my assigned cases. Can you please reassign it to the correct worker?” And they would take a look at that and get that reassigned. You can also reach out to your supervisor. Anything additional? Rebecca, I know that this was, a part where, you guys were very interested in making sure that we, talked about, cases... 

[Rebecca] Yes. Thank you. 

[Pamela] ...assigned to the wrong worker, so.

[Rebecca] Yes, thank you very much, Pam. With your group having, assigned caseloads, there's a lot of human, human interaction, getting your cases assigned, so there's more room for error. Other staff, such as On Demand, they're hitting Get Next, or they're taking phone calls and they're adding stuff in themselves. But anything that comes in, for your group, it's a lot of it is being manually assigned by a person. And so mistakes happen with this. And so if something accidentally ends up on your dashboard that should go to someone else, it wasn't routed correctly, whatever the circumstance was, we really need to get that moved to the correct place so that client can be served, effectively. And so, when an outcome is entered it, it kills that task. We can't move it. It can't go to the, the right person. And then we have an incorrect action recorded for the case on top of it. So it just causes a lot of, a lot of issues. We really want to get it moved to the right spot. And so we'll need your, your help. If something comes to you that that doesn't belong to you, just let us know. We want to get those moved for you.

[Pamela] Thanks, Rebecca. On your scenarios document, it walks through, what I, demonstrated on screen. Claiming it, working the case. And that doesn't change from if you Add and Work as well. However you work that, the work the cases is, remains the same. Giving it an outcome. And hitting done. Any questions? Okay. Not seeing any. 

So the next is Add and Work daily case maintenance activities. So your originating office is going to be TANF Coaches. Your Access Point is going to be Lobby. You'll enter the customer's information. All Activities should be added in the same case, before you hit Work Case. So this is, this is what your Add and Work case screen will look like. TANF Coaches, Lobby. Here's your Willy Wonka. We did, not only, had some travel time for Willy, but we also did a site visit. Notes are required for all case maintenance activities. This replaces the Adm-57 entries. And you can add those notes right here. 30 minutes to and from site visit. One hour spent at location visiting with customer. If you are traveling to several customers at the same time, say maybe you're seeing Willy Wonka first, but then you're going to Betty Boop, and then you're going to Bugs Bunny's house and total it took you an hour and a half, but your travel time then was 30 minutes to Willy, and then 30 minutes to Betty, and then 30 minutes to Bugs. So split them up as, as best you can. And if you spent about the same amount of time, then just, just say divided by three. This is my total time divided by three. This is what I've got. 

And please practice adding your notes. Again, you can, it's under the Show Notes is where you, the Add button is. And then you can show them so they actually show on screen. Or you can hide them as well. And I will pull up Current again. I went to see Elmer Fudd. And I'm going to add... travel time... for TANF. But I also have. A home visit. And right here is where I'm going to add my, my notes. And I'll save that, it turns to a little, like a little, language bubble, you, if you hit Show Notes it will actually show you what it is. And here I'm going to put hour for visit. Save. And that's all I really had for Elmer at the time. And I'm going to work this again. So anything I'm going to complete, nobody else is going to pick this up and, and, and complete it. 

After I've entered it, I'm going to hit Work Case. If somebody else is going to finish it, then that's when you do Add Case. So I'm working case. Now my customer is at the top. These are the tasks I had. Again, you can look through the transaction details. You can look through the history. And I'm going to give an outcome. And your Maintenance Activities will just have Task Completed as your outcome. And up at the top again, it shows me I have now added outcomes to two of two. And I would hit Done. Any questions on... The end of day Adm-57 used to be Adm-57 activities that you're adding.

[Pamela] And Rebecca, feel free to jump in if you'd like. Kristi. 

[Kristi] Hi. My question is for the Adm -- for the end of the day stuff. I worked at work ready on Thursdays, and when I try to put that as my original office, and if I do Non-Lobby, the only options I have are Verifications, even if I do something else. 

[Pamela] End of -- all End of Day stuff will need to be added through the TANF Coaches Lobby.

[Kristi] Okay.

[Rebecca] The WRO Lobby location would really be for the walk-in clients. What you're actually doing for them. Is there something that you're not able to add for a client that was to walk in? 

[Kristi] I was just told, when I work at Work Ready you have to put WRO-14 and work cases. So that's what I've been doing. And if I do Non-Lobby for like people who come in, like that are doing like the workshop or something, the only option I have is Verifications for Non-Lobby. 

[Rebecca] Okay, you would want to do WRO Lobby. 

[Pamela] Lobby. 

[Rebecca] I think that would give you the options that you're looking for. 

[Kristi] WRO -- well I mean, some of the options are the same, though.

[Rebecca] It should cover everything that they would actually be walking in to take care of. It was built in a way where each access point should contain all of the options that could come through for that access point. So if there's anything that you need that that's missing from an access point that, that you actually receive that work, please let us know because --

[Kristi] Okay, right now, seeing, I can't think about it, but I do everything in Lobby just because I do it like Admin Function or something or whatever else is needed, so. But I just didn’t know why there was that lock, why there's only Verifications for Non-Lobby at different locations. 

[Rebecca] Yeah, it's super important to record it. So if you're working like a WRO office and somebody walks in, we really need to record that as the WRO location and lobby and exactly what they came in for.

00:52:07:08 - 00:52:29:13
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If you are doing, something, something else, like the lobby's empty, no one's coming in and you're working on something other than, than walk-in clients, then those need to be logged appropriately for, for that scenario, whatever it is you're working on. 

[Kristi] Right, yeah. Yeah. Okay. 

[Rebecca] Right.

[Pamela] So there was a, there was a question earlier, and I know Rebecca answered in the, in the chat, but I wanted to make sure to bring it up. I think we've talked about it before, but any, any case assigned or in a pause status will not have any additional tasks bundled to it. Those, those already show as being claimed basically, and nothing new will bundle to those. So when we did training prior to rollout, we kind of walked through, “Hey, you may have Pam Oleson here, and Pam Oleson here, and Pam Oleson here, because when the gatekeeper assigned you the first one, more information came in. So the gatekeeper assigned you a second one, more information came in. The gatekeeper assigned you a third one, all for the same customer.” Again, once they're either claimed and paused, or in an assigned status, nothing else will bundle to them. So just, I thought that was important enough to actually bring it up again, because it impacts what you guys do and how you find the work on your, on your worker dashboards in your assigned buckets. 

And then, Karen asked, “If I'm packing up and leaving to a client's house for a home visit, do I add the task and work the case and let it run while I'm doing the home visit?” No. It's understood by your leadership team. These are all, the Adm-57 stuff you were, it's all an end of day -- they understand that as you're doing the, the TANF Coaches travel, site visit, etc., they understand that all of that's being done at end of day. So you don't really have a transaction time on it. You don't have any of that. And, if it's over that 30 minute, you're not going to stay logged into Current anyway because you don't want to be idle. If you are in Work the Case, you're not in an idle status though, so. 

[Karen] Okay, thank you. 

[Pamela] And Rebecca, always feel free to chime in.

[Karen] Thank you. 

[Pamela] And then Jenny also asks, “If I can see all tasks in the Household section, can I complete all at the same time?” No, because, you can complete everything in your particular case. But if you can see there's another open one, which when I had pulled up, like Betty Boop, for example, somebody else had also added Betty Boop. And so they were open there, it goes back to, you've already claimed the first one. So the second one came in as a separate case. They don't bundle together anymore. That would, the gatekeeper would probably assign it to your, your assigned cases on your worker dashboard again. So and then you would have to claim that again to be able to complete it. Did that make sense? Did I, I want to make sure I answered the question. So. Great. Thank you, Jenny, for confirming. I don't want to leave anybody with, with questions and confusion. Hopefully. 

All right. So the next is your Worker Dashboard and your Worker Metrics. We kind of hit that as we first logged in. But I'll pull it up here. And again, until you actually start working something, you won't have anything on your worker dashboard in test. All of the same pieces are available here. You can choose your time frame. This is where you hit Get Next. You guys don't do any of, very little, if any Get Next. Everything that you're doing is through an assigned case. You're doing Add/Work. Your paused cases would be here, and you would need to, to claim those similar to claiming an assigned case. All of your Outcomes, your Transaction Times, your Contribution, your Utilization, all of that is still available to you like it is now. The look has changed a little bit. But it's all still here. And then Total Cases Worked. You can click through that. And that's all based upon today. So if you want, you can change it. If you want to see how, what your productivity, what your stats were for the last month or something, you can always change that in production. If you change it in test right now, there won't be anything there because you're each logged in and this is the first time you've logged in to test with your particular user IDs. So. 

User settings and logging off are the last two things that we have here. So your user settings are, click on your name here. User Settings. The things you can change. You can hide or show the transaction timer. Mine is always left on, especially as I demonstrate. It doesn't make it stop or doesn't make it go away. It's just happening in the background. You can change your screen from light to dark. Light kind of blinds me. So, I will leave it like that. And the rest of it is information you can see, but you actually can't, change any. So you could see your queues, you could see your roles. You can see your working hours, but those aren't editable by you. I'll cancel out of there. 

And the last piece would be logging out, and you would just click on the Log Out above your name and log off of Current. Any questions? Not hearing any or seeing any, Rebecca or, Elizabeth or, is Kaly on too? Yes, she is still on. Any other thoughts? Anything else, Rebecca, maybe I didn't hit on well enough?

[Rebecca] No, I, I think you've nailed it. Thank you. 

[Pamela] Stephanie, your question. If you're adding tasks to a case and you forget to hit Work Case, but you stay on Add Case screen, once you hit Work Case, it will accumulate all of your time. So if you do an Add and Work, yeah, it may take you a couple minutes to actually add the case. Especially if you're talking to a client in Lobby, if you're, you know, talking to Amanda and it takes me a little bit because Amanda is giving me all of her information, and I spent five minutes adding Amanda's case. I shouldn't spend, but I spent five minutes adding Amanda's case, and I hit work case screen. My work case timer will start at five minutes, and so it accumulates all of that time. If you do Add and Add, it does not show you. It does not accumulate any time. Just the slight difference there. While you are in an Add Case status, you are shown as idle. It doesn't mean you're not doing anything, but once you hit Work Case, then you go to an active status and it accumulates that time for both. Kenetha.

[Kenetha] So I guess, my brain just works because we are in the Oklahoma County office. And so we get walk-ins. Sometimes we have testing, where it's like 3 or 4 people that we have to see, and they all get to testing at the same time. My, my question is, so for a day for me that's really busy, I might we have a client, they may finish testing when they get there in the morning, we put them on Current and we click Pause, right? And then when they’re done testing we're supposed to click Work Case to work the case. But what happens when you have them back to back to back, that you can't necessarily complete one case because I've moved on to the next one, and I'm going to come back to it. Does that make sense? 

[Pamela] So if, if you are, if I'm understanding right, and, and again, I'm not totally sure of your process, and Rebecca, feel free to chime in if I, if I'm going off track here. But Amanda’s in do testing, Carol’s in to do testing, and Rebecca's in to do testing. Amanda walks out and says “I'm done.” And then Amanda's right -- or sorry, Rebecca's right behind her and says, “I'm done.” And Carol's right behind her and says, “I'm done.” And you're saying you don't have time to work on Amanda's case as she says, “I'm done,” because you need to talk to Rebecca and Carol as well. 

[Kenetha] Or better, not that I don't have time to work it. So essentially, like after we see our clients, then I'll sit down with them, explain the TANF, we talk about, you know, what their next goals is. I do a TW-2, I don't necessarily case note right then because I still have Carol, Andrew, Julie. They are waiting on me. So do you click pause and then move on to the next one. But sometimes they're so back to back, I'm not going to lie, I forget to go back to Current. Or I had the last Current up and it's kicked me out, it's been running for so long. Like, how do we get past that? 

[Pamela] So as Amanda comes in, comes up to your desk and you unpause her case, and this was when you're going to have that conversation with her, you're going to explain TANF, you're going to do whatever. And this is where you would have her case unpause and work case screen open so it captures it. Hopefully you're able to get done with Amanda. If not, and you need to, if you're done talking to Amanda and you actually are completing it, then you can pause it if you actually have to do more work on it so you can come back. It depends on whether you need to actually do more work in your system. Is there more transaction time you need to capture? If not, just give it an outcome and move on to Rebecca and then do everything you need to do with Rebecca as you have that case unpaused. Work Case screen. Again, if there's more you need to do that needs to be captured in the transaction time, pause it, come back to it, and unpause it when you complete the rest of that. It depends. I'm not sure -- if you're totally done with Amanda, she can walk out the door and you don't have to touch her case again, just give it an outcome of completed. If you have to come back and there's more you need to do with Amanda's case in your system, pause it. And when you're ready to finish that up, unpause it again.

[Kenetha] Okay, I guess. And then my last question is, I guess my -- it's not a question, it's a concern is, capturing the work. For instance, someone comes in and someone say, “Hey, can you grab that person?” And they just need a quick question answered, right. And it may turn into a 30 minute conversation because you're trying to get them at the door because I have to go back to work that I have to do, or you're helping a coworker or something like that. How do we capture that for Current? 

[Pamela] Rebecca, I might defer, but I, I believe there is a questions piece in Current you can add them to. And give them a task completed outcome. 

[Kenetha] So I would add my, even if like for instance, like my coworker is working on something and they're like, “Hey, help me with this edit.” And I walk up and I help them. Do I need to add that to my Current, or? 

[Pamela] No. 

[Kenetha] Okay. 

[Pamela] So, so, so your, your projected KPIs and your projected, your, the, the desired utilization you have in Current is never at 100%. So it takes into account that you need to step away to go to the restroom. You, your coworker might stop by your desk and have a question, or you might just pop your head around the corner because you have a question. So Current takes, the the utilization and the expectations are all built into what percentages are on your -- and you can see them on your worker dashboard screen. So the, and there's never an expectation that you have utilization of 100%. That's unrealistic. We know stuff happens. You get an interruption here. An interruption there. You have to step away for a minute and that's fine that you have that, because it's all built into what those expectations are in Current. But if you're going to spend a considerable amount of time, Kenetha, if I walk in and you really need to talk to me for 30 minutes or 40 minutes, then yes, if I have a if I have a case ID number and you can identify me that way, then yeah, you probably need to add me as a Questions and be able to give that an outcome of task completed so that you can capture that. If it's a quick, 30-second, you know type -- no, you don't need to worry about all of those little bitty things. Any other questions?

All right. Not seeing any other questions. Again Rebecca, anything that you wanted to finish up with at all? 

[Rebecca] I can't think of anything else, Pam. 

[Pamela] Okay. All right, well, thank you all for your time this afternoon. The recording will be available, and please feel free to reach out to Rebecca, Elizabeth, your supervisor, any of us at CIA, if you have questions as well.