New kiosk will help increase access to DHHS programs

By Stuart Hedstrom 
Staff Writer

    DOVER-FOXCROFT — With no office of the Department of Health and Human Services (DHHS) in Piscataquis County — one of three counties along with Lincoln and Sagadahoc counties to not have such a facility — residents often have to go to Bangor or Skowhegan to access services, provided they have a way to travel these distances. Now a new electronic kiosk at Penquis’ 50 North Street location will alleviate some of the problems associated by not having a Piscataquis DHHS office as residents can enroll and keep up to date with agency programs right at Penquis or through any Internet connection.

    A meeting of representatives from the DHHS Office for Family Independence, local officials, agency representatives and Helping Hands with Heart on June 6 at Penquis to introduce the electronic kiosk, and to provide information on how it can help serve the region’s residents better and more efficiently.
    Helping Hands with Heart Chair Patty Smith said the organization works to serve the Highlands area, consisting of Piscataquis County as well as some adjacent communities in Penobscot and Somerset counties.
    “We do a lot of advocacy for children and families, and we are made up of professionals who work with children and families and advocates,” she said. “We typically problem solve and find a way to pay for things,” Smith said about how Helping Hands with Heart works to provide needed items and has organized trainings and seminars such as for early education providers.
    “We have been advocating for a DHHS presence in Piscataquis County for a year now,” Smith said, as Helping Hands with Heart has worked to provide the electronic kiosk at Penquis.
    Sue Mackey Andrews of Helping Hands with Heart mentioned discussions with DHHS began over a year prior. “We know what a barrier it is to get to Bangor or Skowhegan,” she said, saying the kiosk will help make the process easier for residents to enroll in DHHS programs they are eligible for.
    DHHS Office for Family Independence Deputy Director Mike Frey said the agency realizes there are obstacles for Maine residents in accessing agency programs, including, in addition to geographic distances from DHHS locations, the workload for DHHS employees. He said the Bangor office has an eligibility staff of a little more than 40, each with about 850 household cases to oversee before the many phone calls coming from those inquiring about receiving services.
    Frey said earlier this year DHHS worked with a consulting firm that had done similar work in other states to see how the agency could improve its delivery of services, with a new business model being streamlined, more efficient, simpler, less tied to regional offices and enhancing program integrity. He said the features of the new business model, none of which were unexpected, are that staff no longer own caseloads, a variety of access points are available for clients, work will be directed to queues on a statewide or regional basis using workflow management tools and processing activities can occur at one or multiple locations.
    “Currently there are a couple of offices, in my mind, really where it is impossible to keep up on the workload,” Frey said. He explained that some DHHS offices also are coping with a high turnover of employees and the workload could be spread around the state to have lesser volume offices take on some of the cases from the busier locations.
    The kiosk “is a little piece to this bigger plan,” Frey said. He said often eligibility workers will spend a good deal of time with new or potential client by entering data. “At this kiosk here what can happen is someone can go and complete their application, scan their pay stubs and they can pick up the phone and they can be interviewed,” he said, as the task of handling phone calls can be spread around Maine instead of having to call the closest DHHS office.
    DHHS Office for Family Independence Management Information Systems and Quality Assurance Director Tony Pelotte said that kiosk users will establish an account on My Maine Connection (www.maine.gov/MyMaineConection) which includes a username and password and several security questions. He said My Maine Connection can be accessed from any Internet connection, including DHHS kiosks, to enable applications and renewals for food supplement, medical assistance, temporary assistance for needy families and child care.
    “This will allow for them to do automatic updates (such as address and phone number changes),” Pelotte said. “The monetary amounts and dates will be listed and they can sign up to get notices electronically,” he added, mentioning the kiosks and My Maine Connection are both compliant with the Affordable Care Act standards.
    “It’s really not just about the kiosk, anyone with a computer or who has a connection can do most of the updates on My Maine Connection,” Pelotte said. He explained the programs have touch screens, pictures and multiple colors, with potential users involved in the development to make the process as easy as possible.
    Mackey Andrews said those without computers can access My Maine Connection at locations such as libraries and town offices, and she asked those in attendance to be thinking of other ways in which residents can utilize the system.
    Frey said there will always be a percentage of DHHS clients who will need to come into an office. “The more effectiveness we can get with this type of work, the more time staff will have for handling the red flags and other questions,” he said.
    DHHS Office for Family Independence Program Administrator Scott Cates said “efficiencies will cut down on our office visits” as some of these trips to DHHS facilities have resulted from frustrations such as a delay in response to phone messages.
    “Nothing prevents anyone from using paper applications,” Frey said, as these are still available and applicants can still visit regional offices for assistance.
    He said community partners are needed, for tasks such as assisting in the application process and providing Internet access, and training for My Maine Connection is available. Smith said, “Training in My Maine Connection is something we would want to do in the community.”