HCS Highlights Spring 2024

HCS Highlights

SPRING 2024

Roosevelt elk in meadow Olympic National Park

CATHY’S MESSAGE

Pieces of the Larger Puzzle

Change in Home and Community Services is a natural part of our journey, just as it is in the world and in the workplace. Consider the impact of the internet on our communication and interaction. Initially, some of our staff and clients may had had concerns and difficulties with the technology we use to support our work. However, we’ve all witnessed the positive changes it has brought, such as the ability to transmit received data across the state, complete assessments in CARE, and access financial information. These changes have transformed the way we operate and support our clients. We’ve successfully adapted to these changes, just as we will with the upcoming ones, building on our decades of service to Washington’s aging population.

Mother Teresa once said, “I alone cannot change the world, but I can cast a stone across the waters to create many ripples.” This quote resonates with the changes we’re currently experiencing in our organization. Each change may seem like a lot to absorb, with tasks being adjusted and the overall impact felt across staff and clients. However, these changes are like a series of incremental steps, small but significant, that we hope will eventually simplify our systems and processes, allowing you to focus on what you do best – serving our clients.

As I write this, I’m contemplating some imminent changes on our horizon. For instance, establishing the Application Assistance Unit is a slight change that we expect will yield significant benefits and enhance our ability to support clients. It will allow our public benefit specialists and social services specialists to concentrate on financial and functional eligibility, thereby streamlining our operations and improving our service delivery.

Regarding eligibility, many changes are coming with our multiple-phase rollout of presumptive eligibility. With this work, we aim to remove barriers for our clients so they can receive prompt supports and services.

Later this summer, we will launch a significant CARE enhancement incorporating our HCS Intake process into CARE. This has been a shared project between HCS regions, HCS headquarters and our ALTSA TIA team for over a year. It will replace the homegrown systems that regions have had to support independently, eliminate the need for Intake Specialists to process referrals in two systems, and provide statewide tracking and reporting capabilities.

When I see these three items and envision the future, I see us streamlining our processes and systems to help people. We’re focusing on small changes that we can make today to focus on the bigger picture: the ability to connect our clients and their families more quickly to resources, and to make everyday work processes easier on all of you. I see pieces of a giant puzzle coming together, much like each of you contribute to the whole of HCS.

In closing, I leave you with the following quote. I encourage you to think about changes in our organization and focus on the opportunity to grow and provide better services and more efficiently.

“In any given moment, we have two options: to step forward into growth or step back into safety.” — Abraham Maslow

Cathy Kinnaman Director

Lupine in sunset at Columbia Hills State Park, Washington

REGION 1 UPDATE

The Region 1 financial program began using the round-robin approach to assign new applications on January 1, 2024. The purpose was two-fold: to even workload distribution and to better track the number of applications we receive each month. Believe it or not, in the year 2023, we were still relying on a self-reported hand tally for timely stats in this area. While there have been some glitches, and we are still working the bugs out, we already see some positive data.

Before 2024, our regional “record” for most applications in a calendar month was 867. In January 2024, we had 889 as a region and thought it was a high month (which it was!). We blew past that in February with 920.

Despite this record-high number of applications, our incredible PBS staff reduced the average processing time per assistance unit by four days from January to February to 38.5; they also increased the timely processing of assistance units (raw numbers, leaving good cause out of the equation) from 62% to 70%.

A huge shout to our Region 1 PBS staff!!!!

Tami Rucker, Region 1 Administrator

in WA

The Palouse Falls

REGION 2 UPDATE

Klones,

Many of us who have only worked on HCS’s social services side have heard (or made) the joke that “social workers don’t do math.” And while “math” may not be a vital skill for some of us, being comfortable with “math” is essential in determining our clients’ financial eligibility. From reviewing bank statements, calculating penalty periods, and explaining how client responsibility is determined, our Public Benefits Specialists (PBS) put these skills to the test daily. Our HCS clients and Social Services staff would be lost without their expertise.

This past month, I had the privilege of attending All Staff meetings for our Public Benefits Specialist staff throughout Region 2. The SHPC and supervisor teams from across the region planned and facilitated these meetings and brought staff together in person. The PBS staff had time for team building, training and program updates. Then, I had the opportunity to review some of the changes we have made in the PBS world over the past year and the changes we are working towards making. In sharing this information, it was important to me to share the “what” and the “why.” I shared with the PBS team the overarching goals that we are working to achieve, which include:

• Address application assignment equity

• Address ongoing caseload equity

• Lower caseload counts across the region

• Decrease silo-ing among units

• Increase job satisfaction and employee retention

• Ensure consistency in processes across the region

• Create efficiency and consistency in new staff onboarding

PBS staff also had the opportunity to provide feedback, offer suggestions and ask questions. It was incredibly helpful to hear directly from the staff doing this work what is working well, what is not working and their ideas for improvements. I walked away from these meetings with a list of follow-up questions and action items. Many thanks to the PBS staff in Region 2 who participated in these meetings and your patience and flexibility as we work towards a series of changes that will benefit staff throughout the region and the clients we serve.

Erin Acting Region 2 Administrator

Mount Vernon, WA

Tulip Farm

REGION 3 UPDATE

Region 3 Virtual Water Cooler- A Place for Connection

The term “Water Cooler” is used as an expression that refers to the informal conversations that people have in their office or workplace around what used to be the “water cooler.” We might have conversations around the coffee bar in more modern times.

As we have transitioned to a predominantly virtual workplace, these informal conversations do not happen as organically as when everyone was in the office full-time. Unfortunately, these conversations are important connection points between staff that can provide support and opportunities to get to know each other and build relationships. Now, more than ever, these connection points are critical to a thriving work environment and something we do not want to lose in our virtual world.

Our work is hard, and support is something we all need at times. Often, in the workplace, support comes from one another. Just a few years ago, that support was achieved by asking questions over a cubicle wall to a co-worker, stopping by their cubicle and chatting or asking questions, or overhearing a phone conversation where a co-worker successfully de-escalated a client. We had the opportunity to get to know each other and learn from each other.

That natural support we received in the past is not as easily achieved in a remote work environment. That is where our “Virtual Water Cooler” comes in! We have created drop-in Teams meetings twice a month to provide the space needed to ask those quick questions, connect and meet folks from different parts of the region. We are going on our third month, and so far, it has been a success with significant participation.

Thank you to our Regional Advisory Board for the idea, successful design, and implementation!

Debbie Willis, Region 3 Administrator

Seascape over the beach with gentle waves rolling in at Kalaloch Beach Two in Olympic National Park, WA

WHY I 5S AND YOU SHOULD, TOO

By Amy Besel, ALTSA Senior Organizational Development Administrator, Office of the Assistant Secretary

Feeling pressure to spring clean? Here’s a pro tip: Use Lean 5S to ensure your efforts are sustained, rather than cleaning, organizing, and having things spin out of control again, only to have to do the whole thing over again!

What is Lean 5S?

• A methodology used to create clean, uncluttered, safe and well-organized spaces to help reduce waste and optimize productivity.

• It follows 5 steps that all start with “S”: Sort, Set in Order, Shine, Standardize, and Sustain. Here is a great video (6:15) overview about 5S to learn more.

What’s

the “why” and how does it connect to wellbeing?

While the methodology is simple enough, I want to take a moment to connect it to your wellbeing and to share with you the benefits of using this tool everywhere in your life. It’s not just about having an organized desk or storage room (although those are certainly great.) Using Lean

5S can reduce anxiety, improve sleep, reduce mental tax, reduce risk of slips and falls or other accidents and improve your self-esteem and social connection. Read this quick article to learn how clutter negatively impacts your health in these areas. Also, here is some research about how Lean methods like 5S support inclusion for people with neurodiverse traits. Using Lean 5S in your daily routines will also help you save time, which is our most valuable and limited resource. Things I have 5S’d to make my life easier include my kitchen, bathrooms, jewelry, closet, and watercolor painting supplies. Why? Because I value TIME. Time is precious and it adds up. Saving 20 minutes in your day means gaining 96 hours over the course of a year that you get to spend on living your life, not searching for stuff!

Another example that may resonate with you is related to my mother who passed away in

Amy Besel

2019. In 2009, she suffered a series of small strokes that left her with short-term memory loss and emotional dysregulation when anxious and overwhelmed. She was nearly 80 at the time and my father was her caregiver. For background, my mother was 5S natural before her strokes. She was also a “fashionista” all her adult life and literally converted my childhood bedroom into her walk-in closet when I moved out. A few years after her strokes, my father shared he was having a really hard time getting my mom to her Dr’s appts because she burst into tears trying to get ready, being overwhelmed with trying to find clothes that fit, that went together, that were for the right season etc. Long story short, I 5S’d her closet, sorting out what didn’t fit, or needed mending, or was outdated. Then we found a home base for everything, sorted by clothing type (pants, dresses, short sleeves, long sleeves etc), season and color and cleaned and wiped down every surface. Then we created visual cues and a standardized process for washing and returning things to the closet correctly to sustain the organization. I am really proud of my dad for keeping it going for the remaining years he took care of her. It made all the difference to their wellbeing and her quality of life.

So do something today your future self with thank you for! Start 5Sing! Let me know what you 5S and tell others! It can make a huge difference for your wellbeing and that matters more than I can say! Learn more about Lean here. Learn more about ALTSA Wellness efforts here.

Gerene Little: Fashonista, mother of 5, successful business woman, 5S natural, 5S beneficiary

DIVERSITY AND INCLUSION: CULTIVATING A CULTURE OF BELONGING

By Michelle Joseph, ALTSA EDAI Administrator

Spring is a season of transformation, a time when nature reveals its full spectrum of colors and shapes. It serves as a poignant reminder of the beauty and strength found in diversity. As we embrace the new beginnings of spring, it’s an opportune moment to reflect on the significance of diversity and inclusion in our lives and communities.

Diversity encompasses not only the visible differences among us, such as race, ethnicity, gender, and age, but also the diverse perspectives, experiences, and backgrounds that shape our identities. Inclusion, on the other hand, is about creating an environment where everyone feels valued, respected, seen, and supported.

In today’s globalized world, diversity and inclusion are not just moral imperatives; they are also strategic advantages. In ALTSA, we must prioritize diversity and inclusion to also create strategic opportunities and conditions to problem solve. For the best outcomes, we must take the lead on valuing the differing perspectives. Your perspective is valuable; when you include those around you in decision making, the value of success is immeasurable. Research shows that the more organizations value diversity the more creative, more agile, and ultimately more successful they are.

Achieving true diversity and inclusion requires more than just lip service. It requires a commitment to equity, fairness, and justice. It requires us to challenge our own biases and assumptions, to listen and learn from others, and to advocate for change when we see injustice.

This spring, let us commit to cultivating a culture of belonging in our workplaces and communities. Let us celebrate the unique gifts and talents that everyone brings to the table. Let us sow the seeds of diversity and inclusion so that we may reap a harvest of understanding, empathy, and unity.

The photo above was taken by Tojo Andrianarivo, with makeup artistry from Lana Shapiro. Photo source: Disabled and Here project.

Beautiful tulips blooming on fields. Skagit, WA

CELEBRATING DIVERSITY AND SETTING GOALS: A RECAP OF THE HCS LEADERSHIP MEETING

On March 21, 2024, the HCS Leadership team held a meeting to celebrate diversity and plan for the upcoming year. The day started with a tribute to World Down Syndrome Day (WDSD), a global event significant to many of us. Erin Klones, Acting Regional Administrator in Region 2, led the celebration by commemorating WDSD with her family, including her 10-year-old daughter, Winnie. The “Rocking Our Socks” campaign, which involves wearing brightly colored or mismatched socks, symbolizes inclusivity and uniqueness. The WDSD video, coloring activity, and personal story added depth to the celebration, reminding us of the beauty in diversity.

During the meeting, Michelle Joseph, DSHS ALTSA Equity, Diversity, Access, and Inclusion Administrator, and PaKou Lee, ALTSA Equity Diversity Access Inclusion Specialist, guided us through exercises on optimizing diversity within our division. We brainstormed fair and inclusive policies to ensure every staff member can contribute meaningfully.

Michael Sheehan, Training Development & Learning Management Unit Manager, and Dawn Shuford-Pavlich, Office Chief, spoke about human-centered design and how incorporating lived experiences can enhance diversity efforts.

In the afternoon, our focus turned to succession planning, project implementation reviews, and collaborative approaches to navigating changes within HCS. Jacqueline Cobbs, Deputy Director of HQ Operations, reminded us to “fiercely protect our staff as we do our clients,” underscoring our commitment to supporting and empowering our teams.

As we reflect on this memorable day, let’s carry forward the spirit of WDSD in our daily interactions. Let’s foster a culture of acceptance, respect, and appreciation for all, knowing that each of us plays a vital role in transforming lives.

The HCS Leadership team is poised for another impactful year, knowing that our collective efforts, diverse perspectives, and unique contributions propel us toward our shared mission of making a positive difference. Thank you for your dedication, insights, and unwavering commitment to excellence. Together, we will continue to rock our socks and create meaningful change in the lives of those we serve.

SENIOR NUTRITION PROGRAMS

SERVE UP A SENSE OF COMMUNITY ALONG WITH A HEALTHY MEAL

by Jessica Nelson, DSHS ALTSA Media Relations Manager

It’s National Nutrition Month, a great time to reflect on the positive impact Senior Nutrition Programs are having on people across Washington. These programs provide access to healthy food and an avenue for social connection, something recognized in this year’s theme of Connection in Every Bite.

Senior Nutrition Programs work to reduce food insecurity, providing meals at community sites through programs like Asian Counseling and Community Services in King County, Diner’s Choice coupons for free meals at participating restaurants in Ferry, Pend Oreille and Stevens County and through home delivery with programs like Meals on Wheels. More than just a meal, these programs provide a chance to check in and to connect, both with community members as well as to other long-term services and supports that promote health and independence. Last year alone, more than 3.5 million meals were served to nearly 53,000 people across our state.

“These programs are critical to supporting the health and wellbeing of our family, friends and neighbors as they age,” says Bea Rector, Assistant Secretary of DSHS’ Aging and Long-Term Support Administration. “In addition to promoting healthy eating and providing meaningful social interactions, Senior Nutrition Programs also offer a way for us to connect people with other needed services.”

Washington also provides access to fresh fruits, vegetables, honey and herbs through the Senior Farmers Market Nutrition Program, which is open to residents age 60 or older and Native Americans/Alaska Natives age 55 or older. To qualify, you must have a monthly income below 185% of the federal poverty level, which is $27,861 for one person or $37,814 for a household of two. Farmers market season runs from June to October. You can apply through your local area agency on aging or a contracted SFMNP provider, visit this list of local providers for more information.

You can find more information on the Senior Nutrition programs available in your area by visiting these websites:

• Washington State Community Living Connections

• Food Assistance for Older Adults (ncoa.org)

• Build a Healthy Eating Routine as You Get Older (dietaryguidelines.gov) | Spanish

• Senior Nutrition | ACL Administration for Community Living

• DSHS Senior Farmers Market Nutrition Program (wa.gov)

• DSHS Basic Food (wa.gov)

Daffodils in a field Skagit Valley, WA

Do you have a story tip? Want to submit a photo of Washington’s scenery?

SEND THEM TO CYNTHIA.SHIPLEY@DSHS.WA.GOV!

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