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Cabarrus County Department of Human Services <br />Food and Nutrition Services <br />Strategies to Address Backlog Cases <br />August 2013 <br />Below are proposals regarding potential strategies to address the backlog of cases within Food <br />and Nutrition due to the conversion to NC Fast. With this conversion, the Department has <br />experienced tremendous challenges in maintaining cases current within Food and Nutrition. To <br />address the backlog, the Department is submitting proposals regarding internal phone practices <br />as well as potential temporary staffing. <br />I. Phone Policy Proposal <br />Purpose: To restrict phone calls to the Economic Services Division to allow more administrative <br />time for workers to process and convert cases without disruption. <br />Proposed Date of Implementation: After September 10, 2013. Planned outreach would include: <br />website /media releases /client outreach. <br />Proposed Time Frame: Three months with a reassessment at the end to determine effectiveness <br />and make recommendations whether to extend an additional three months. <br />Plan: <br />• Restrict calls to the Economic Services Division starting at 2pm with no ability for public <br />to leave a message. <br />• Work with IT to develop an outgoing message announcing that phone calls are not being <br />accepted at this time and to contact the agency the following day. <br />• Ensure no impact to callers desiring to make a report of child abuse /neglect or adult <br />abuse /neglect. <br />• Monitor effectiveness weekly and monthly during the initial roll out. <br />• Progress in part dependent on successful operations of NC Fast and staff's ability to <br />focus time towards casework. <br />E -1 Page 293 <br />