Governing for Results 6 - Washington State Digital Archives

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Department of Employment Security Uniformity—It’s a Good Thing! A lack of uniformity in preparing and processing vouchers for vendor payments at the Spokane, Clarkston and Pullman WorkFirst Offices created a risk for audit exceptions and the potential for fraud. The Spokane WorkFirst used team training and CQI tools to improve the process. They analyzed each office using a flow chart diagram and then brainstormed solutions. Their goal was to streamline processes, eliminate questionable handling of funds and generally ensure that internal controls were in place. With technical assistance from Central Office to clarify existing policies, the team developed written procedures for vendor payments and created guidelines for establishing vendor accounts. Results ★ Accepted as “Best Practice” and mandated statewide 12/98. ★ Eliminated potential fraud opportunities and audit problems. ★ Streamlined the process, eliminating half the steps and multiple processes. ★ Saved 90 hours of staff time annually and eliminated staff confusion. ★ Created central systems accountability. Team Name: Spokane WorkFirst Team Team Members: Wilma Emerson, Maria D’Ambrosio, Dana Kozak, Sandra Maack, Velma Wyrick CONTACT: Sandra Maack, (509) 483-5373 21
Department of Employment Security Getting Smart Eliminates CHAOS Once a year, chaos occurs in Kelso when local timber employer NORPAC advertises and accepts applications through the Job Service Center. In a 3-day span over 600 applications are mailed out or distributed and received on-site. Placement Team II used team-training skills to brainstorm and develop improvements to this process. Historically, the order control and clerical staff were inundated with phone calls, so the team decided to use the office voice mail system to lessen the strain. A detailed message was recorded, and periodically during the day, a Work Experience (WEX) person responded to the messages and mailed out applications. Instead of clients having to stand in line to pick up applications and job descriptions, a special desk was set up in the lobby with information and forms. The WEX person staffed the desk, allowing permanent, full-time staff to resume their normal work activities. Results ★ The new application process exceeded employers' expectations and improved customer service for job seekers. ★ Better able to manage staff impact when employer is recruiting. ★ Increase efficiency in self-service approaches. ★ Provides good work experience for WEX person. ★ Savings of 36 FTE hours. Team Name: Cowlitz County Job Service Center Placement Team II Team Members: Diana Bartlett, Pam Kedenburg, Marilyn Chow, Erin Chambers, Steve Martin, Diana Rojo, Vineta Thomsen, Elaine Harambasic, MaryLou Wellman CONTACT: Marilyn Chow, (360) 578-4219 22
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