Evaluation of the Ticket to Work Program Initial Evaluation Report

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beneficiaries. The Program Manager will periodically check in with the ENs on hold to
determine whether they are willing and able to take Tickets.
EN Training. The Program Manager continues to update and enhance its training
materials and formats. In addition to the training resources that have always been available
to ENs (web downloads, web-based blackboard trainings, in-person trainings for larger
groups) it has developed and made available to ENs a video DVD of the basics of TTW
administration. The Program Manager has also recently developed the EN Capitalization
Project to assist ENs in finding upfront sources of capital to serve clients under TTW. The
nature of the EN payment system is prohibitive to smaller organizations that lack capital or
diverse funding sources. By providing ENs and potential ENs with information on
fostering additional funding sources through grant writing, foundations, private financial
capital, and capitalizing on existing resources, SSA hopes to enable greater participation in
the program by employment and support services providers. The Program Manager will
organize the information into training modules, develop a directory of funding sources, and
arrange to train ENs and potential ENs in eight sessions from October 2003 to February
2004.
Program Manager representatives we interviewed also noted the EN’s ongoing need for
technical assistance. While some of this can be provided and facilitated by the Program
Manager, interviewees believed that technical assistance and the sharing of best practices
needs to grow out of ENs interacting with and learning from each other. The Program
Manager has noticed a few EN associations or similar organized efforts beginning to form
and views this as a very positive development.
EN Payments. Program Manager interviewees note that many ENs are still
experiencing difficulty with the payment process. The Program Manager often must work
extensively, one-on-one, with ENs to help them understand what earnings evidence is
needed for claims payment. The Program Manager does not deny payment claims that have
insufficient documentation. Instead, staff will contact the EN and attempt to get the
evidence required to process the claim. If the EN is working with the Program Manager to
try to resolve the issues but is unable to, the Program Manager will submit the claim to SSA
with the evidence available. SSA must then develop the earnings information and this can
significantly delay the processing of the claim.
Program Manager staff report that, as of the end of August 2003, 1,424 payment
requests have been submitted. Of these: 55 percent have been paid; 14 percent are under
active development by the Program Manger; and 14 percent are under development by SSA.
The remaining 17 percent are claims referred to as “technical denials.” While the Program
Manager does not have authority to deny claims, those considered “technical denials” are
claims that clearly do not meet payment requirements and that have not been withdrawn by
the EN. Examples include insufficiently documented claims indicating earnings far too low
to trigger payment (e.g., $100 per month), and claims that appear to be provider invoices for
services delivered to Ticket holders.
Systems. Program Manager interviewees note that they continue to work with SSA to
address problems with the systems used to administer the program. Some of the issues
III: TTW Early Implementation