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CASS HUMAN SERVICE ZONE BOARD MEETING <br />March 4, 2024 <br />MINUTES <br />With quorum present, Chair Bollinger called the meeting to order at 1:00 p.m. <br />Present: <br />Absent: <br />Presenter: <br />Commissioner Jim Kapitan, Julie Haugen; Carey Fry; Dan Madler; Senator Kyle <br />Davison (via Teams); Jen Sahr; Rick Steen; Brian Hagen; Gail Bollinger <br />Gail Bollinger, Zone Director; Samantha Duitsman, HR and Operations <br />Administrator; Shaina Huovinen, Economic Assistance Program Manager; Jill Lane, <br />Economic Assistance Supervisor <br />I. Approval of Minutes <br />Mr. Madler made a motion to approve the February 5, 2024 Meeting minutes. Ms. Haugen <br />seconded. Motion carried. <br />II. Program Spotlight -Shaina Huovinen, Economic Assistance Program Manager <br />Shaina Huovinen explained the redesign that occurred in February 2023 where Economic <br />Assistance went from a case management system to process management. At the <br />beginning of the redesign, the State was separated into four regions and Zones assisted <br />each other with application processing in their region. However, this recently changed so <br />Zones process any application as they come in regardless of the client's Zone of residence. <br />This was to better level out cases across the State. Processing of the applications is divided <br />into four different lanes. Ms. Huovinen informed the Advisory Board these lanes will be <br />dropping down to three soon. Each lane has a designated group that either processes or <br />maintains the cases. <br />Ms. Huovinen explained applications can be submitted by walking in and dropping off a <br />paper application or applying online through the Self-Service Portal (SSP). If clients have <br />questions about the process or the benefits they receive, they are directed to call the <br />Customer Support Center where eligibility workers will answer questions and assist as <br />needed. Clients who require assistance in completing a paper application can still walk in <br />and meet with designated Support Specialists who can help. There is an identified office <br />in the lobby area where a client and Support Specialist can walk through the paperwork <br />together privately. <br />Jill Lane informed the Advisory Board members that Temporary Assistance for Needy <br />Families (TANF) is attempting to modernize the process by eliminating the need for <br />monthly reporting and increasing benefit amounts. Low-Income Heating and Energy <br />Assistance (LIHEAP) will be going through this process as well. <br />Advisory Board members who have used the system to assist clients reported struggling <br />with the SSP as well as not being able to speak to a designated eligibility worker for their <br />clients. Ms. Huovinen explained the client can submit an Authorization for Release of <br />Information between Economic Assistance and the agencies that assist clients in the <br />community so other community case managers can contact the department on the client's <br />behalf. The State is aware of the struggles with the SSP and continues to problem-solve <br />the issues.