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4ASS. 1S1.103: 95/FALL- 99/FALL * UMASS/AMHERST * 3120bk 0277 Tfl72 2 " " 4Publication ofOrganizationalNManaEgemenWt M March 1996 THE D A "\ J MVERNW* f C JLetU>i faun, t&i LLECTION On Wednesday, January 31, L996, the Division ofMedical Assistance 3 1998 completed a major reorganization. Dear Colleagues: The reorganization, known as chusett: reconfiguration, was the It isfitting that this issue culmination ofa two-year should concentrate on our initiative to restructure its new enrollment centers, the determination eligibility staffwho will make them enrollment operations. successful, and the enrollees, DMA our customers, who will be stafffrom about 40 served by them. As several of Department ofTransitional \ssistance (DTA) offices and 4 from all ofthe offices was the articles remind us, the JMA Long Term Care Eligibility incredible,from Directors, to creation offourMassHealth Enrollment Centers in Offices (LTCEOs) were Assistant Directors, to direct line January was an achievement consolidated into 4 MassHealth staff. This team work allowed us ofwhich we should all be Enrollment Centers (MECs). to successfully consolidate 35 proud, and about which we offices into 4MassHealth cannot say enough. Russ Kulp, Assistant Enrollment Centers. (Continued on page 2) Commissioner for Member and Provider Services, pointed out Information Services (IS) that the project was a united provided technical support for the effort: initiative. Sharon Wright, Director ofInformation Services, Inside: 'Field reconfiguration had a lot stated: ofmovingparts, and it has Letterfrom the Commissioner ... 1-2 happened very smoothly. All of "Information Services began The NewDMA 1-4 New the units were involved, and it is building an eligibility system, Medical Director 5 New Deputy Commissioner 5 a tribute to this agency to be able MA21, twoyears ago. They also New Director ofExternal Affairs 5 to do this." provided infrastructure support, Cultural Competency . . 6 which entailed cabling to the CommonHealth Survey 7 DMA Sheila Sullivan, Operations buildings and the desktop, Will Undergo Renovations . . 7 Manager, commented about rolling out new data terminals, Information Services 8 Health Watch 9 enrollment staff: and a new Centrex telephone Training 10 system with voice mailfor More DMA News 11-12 "Theamount ofhard work, everyone. Survey 13 hours, nights, and weekends, (Continued on Page 3) DMA Newsletter March 1996 :W:•W.•.:.•W.-:.*.:•...•.•,•..•.v.v.v.•..*•...-.-»-.*..••.*,*X\•.vas'MvX News of the.-/•••••'- JLcttet from t&e &u*wu4&ca*ie>i iDmsum Medical <tf (Continuedfrompage 1) 7%e efforts ofall ofyou, and the reactions ofkeypersonnel who were instrumental in making MECs the a reality are highlighted in this issue's ::•*:¥ feature story. Other articlesfocus on our "cultural competency" (that is, our ability to address cultural differences among our enrollees), a survey of Executive Office of AHumaB CommonHealth members, andourplans toprovide Health '%£>':•:•:•:•::•:-x-x-x-x-:;x-x-x-x-x-x::;•;;•:•;:•:•:•::•:•>x-;-:-x::::: the enrollment centers with state ofthe art Services. computersystems. DMA This issue ofthe Newsletter truly underscores the importance ofour new enrollment MEC /Z/: centers, our staff, andthe agency's continuing : commitment to meeting the needs ofits customers. Our new enrollment centers well help us achieve this most importantgoal! y^llitSidh^ Bruce Bullen Commissioner — 2 " "" " VIA Newsletter March 1996 NEW THE DMA! BertLourenco, Director ofOrganizational Management, described reconfiguration from (Continued from page 1) a Human Resources perspective as: be also added a special mention to the Technical Team, headed byAnn Marie "the most complex and most excitingproject that I ifrastructure rementozzi, and to PaulDiPasquale. have ever been involved in. Thisproject required a tremendous effort in coordinating a very wide ynne Benoit, Director ofFacilities, has been range ofactivities. forking on reconfiguration, with her staf£ for the ast year. In fact Lynne spent the entire month of We negotiated twofar reaching agreements with uiuary at the Tewksbury site, acting as "Clerk of the unions, consolidated nearly 300 staffintofour le Works," overseeing the final phase of offices, secured accommodationsfor our most onstruction. During that time, her stafftook on serious hardship employees, recruited andhired a xtra responsibilities, and kept everything running new clerical teamfor Tewksbury, organized moothry at 600 Washington Street. informational sessions throughout the state, and provided countless hours oftrainingfor all staff. or the Facilities Unit, reconfiguration meant ^novating an entire new site in Tewksbury to OrganizationalManagement staffspent long ccommodate more than 90 staf£ renovating the hours ensuring that all the many human resource .pringfield and Taunton MassHealth Enrollment components oftheproject were handled timely 'enters and reorganizing existing space inthe and with accuracy. "harlestown MassHealth Enrollment Center to commodate additional staff. Bert added: a addition, reconfiguration raised several interesting "Throughout the entireproject, Iwas very sgal issues which occupied Division Attorneys impressed with the visionfor thefuture ofthe DMA Barbara Wexler, Marc Thibodeau and Deborah agency. is clearly taking a leadership >exler. Deborah Drexler described the legalunit's position in improving the quality and efficiency of vork as follows: the services weprovide to our customers. Ibelieve the new office structure and team approach will 'First, wegrappled with cutting-edge questions prove a success ifwe continue to all work together ibout handicapped accessibility at the new as we have thusfar. Tewksburyfacility. Mandy Sweeney, Director ofExternal Eligibility We also worked closely with other units (and Services, commented on the new outreach activities: particularly with George Washington Jr., Director ifAffirmativeAction) to accommodate several "Eligibility staffshould be congratulated on •ntployees whose disabilitiesprevented themfrom implementing outreach activities in SO hospitals elocating to one ofour new offices. and community health centers. Very soon, outreach staffwill be visiting up to 100provider And, with the Labor Relations Team, we sites. Theyprovide a unique and important successfully negotiated with Local 509 to establish service toprospective members andproviders. a labor/management workgroup that willevaluate (Continued on page 4) our new "team system" ofworkload distribution. " " " " " DMA Newsletter March 1996 THE NEW DMA! TEWKSBURY MEC OPENS (Continuedfrom page 3) When the Tewksbury MassHeakh Enrollment Since the opening ofthe Enrollment Centers, the Center (MEC) opened its doors on Wednesday, Directors ofeach office have had these comments January 31, 1996, the opening represented, in the and observations: words ofRuss Kulp, a ''milestone" in reconfiguration. O Mary"Paddie" Hunt, Director, Tewksbury: "The one thing the managers noticed on opening day was how workers camefrom 12-15 offices with positive attitudes andprofessionalism. Staff The Tewksbury MEC is located on the campus of n need to be complimentedfor that Tewksbury State Hospital Tne office has undergone extensive renovations, resulting in O George Hollywood, Director, Springfield: modem office space, and state ofthe art technology. The campus itselfhouses many other state offices. "Theprocess ofreconfiguration hasproven to be difficult andstressfulfor all concerned Although John Stockman, writing for the 509 News describes the months ahead are likely to be no less the building: demanding, Iam convinced that we are headed in the right direction and will become a better "Recognizing the building's hundredyear history, agency. Iam especially encouraged by the much ofthe original woodwork, banisters and resilience, professionalism, and cooperative fireplaces have been left intact They lenda attitude shown by my staff. soothing atmosphere to what might otherwise be a conventional worksite. O Duncan McEachern, Director, Taunton: The hospital is located in a semi rural setting. "Reconfiguration is here and we are busier than "People walk the grounds on lunchhours" observed ever and we are approaching this as a challenge Mary "Paddie" Hunt, Director ofthe MEC, and and an opportunity to work together as a team to there are plans to place picnic tables near the » improve service delivery to our customers.: building during the summer. O Dan Shea, Acting Director, Charlestown: An independent transportation company has been transporting workers between the Tewksbury office "Iam excited about reconfiguration because it and the Sullivan Square MBTA station, andPaddie gives us the opportunity to use the wealth of Hunt states that "the shuttle is working well". experience we all have to develop the most Paddie also notes: effective systems to service our customers. "The staffare to be complimented on how well As a final note, Russ Kulp views the new Enrollment they settled in. They are willing, along with Centers as an environment in which: management, to initiate trying a new way ofdoing business to better serve our customers. Tewksbury u aprofessional eligibility worker is able to utilize is DMA's newest office and along with bringing in the latest technology and modern techniques to very seasonedstaffmembers, we have hired 15 ensure that quality health care is delivered to our new clerical staff. They are a greatgroup. customers. " « MANewsletter March 1996 DMA WELCOMES NEW NEW DEPUTY COMMISSIONER DMA MEDICAL DIRECTOR JOINS Later this month, MarkReynoldsjoins the Division ofMedical Assistance as the new Deputy Commissioner. He comes to this agency fromthe Executive Office & ofHealth Human Services where he served as Budget Director from 1993 to present. Annette Hanson hasjoined the Executive Staff )r. s the new Medical Director for DMA. The new Deputy Commissioner has an extensive background in managing and monitoring revenues >. Hanson was previously the Deputy for state and health care agencies, developing Commissioner for Clinical and Professional Services financial details and strategies on specific policy or the Department ofMental Health where she issues, and in providing analysis ofhealth care policy vorked for four years. Before that, she was the issues and legislation. He is also a Ph.D. candidate Aedical Director at Fuller Memorial Hospital and MIT. at Mrector ofHospital Services for the Department of New >sychiatry at England Medical Center Hospital. Vhen asked to comment about her new position ith DMA, Dr. Hanson stated: j[*»fr>frtfy*j^»jf*^<jf»j[»«|«j[»«|«j[»jf»«|«»frj£»«|««fr !««fr«fr«{» frjf»j[» I've been in the health care industry in this state ror 20years, and being in Medicaidat this time, is he most excitingplace to be in this state as well as THE NEW DIRECTOR OF n the entire country, EXTERNAL AFFAIRS IS... Or. Hanson also has faculty appointments at Harvard Medical School, University of Sharon Gillis has replaced DavidBall as the new Massachusetts Medical School, and Northeastern Director ofExternal Affairs. DavidBall left DMA University. She is a Senior Associate with the to accept the position ofDirector of Levinson Institute. Communications with the Executive Office of Health and Human Services (EOHHS). MD Dr. Hanson received her from the University of Minnesota. In addition, she is also a member ofthe Sharon will be responsible for all media inquiries, American Medical Association, The American legislative affairs, Board ofHearings, and other Psychiatric Association, the Massachusetts Medical public inquiries. Society, and the Boston Psychoanalytic Society and Institute. w " " " DMA Newsletter March 1996 HAT CULTURAL COMPETENCY? IS W ^r Ifyou're an Eligibility worker, do culture are two ofthe largest barriers, and it is * you ever wonder what happens to exciting that the Division's new cultural those race and language codes that you enter on the competency initiative is addressing them in such a Input Documents? comprehensive way. MeocalAssistancePACESInput—Document j In fact, he has developed a work plan to implement r the recommendations ofthe workgroup. One key i i i i i 1 1 i recommendation is that: ** Each managed care customer who speaks a language other than English (20% ofour customers) The Cultural Competency Workgroup, co-chaired shall have a choice ofat least two primary care byJeremiah Cole, ofthe Insurance Reimbursement providers, reasonably near the customer's home, Program, and JanetPearlman, ofthe MentalHealth who offer linguistically appropriate services to the & Substance Abuse Program, has completed a year customer. long study, using the information fromthose codes. Some ofthe other recommendations will require: Why DMA did conduct the study? Pete Rogers, & Director ofCustomer Research, Policy <•* Extensive provider and administrative Communication, explains: stafftraining in cultural awareness. "The workgroup studied cultural competence in health care delivery andmade recommendations ••" Assessment efforts to measure providers' about how the Division can overcome the barriers capability to provide language and culture- to care that resultfrom a recipient's language, appropriate care. " race and culture •" Materials translation. What is Cultural Competency? According to the Cultural Competency Workgroup "•* Foreign language customer satisfaction surveys Recommendations, (a report published by the group) and reporting requirements. his: And ifyou are a MassHealth Enrollment worker, "The knowledge and interpersonal skills that DMA will continue to rely on you to accurately allow individuals to understand, appreciate, and collect the data for this initiative. work with peoplefrom cultures (racial, ethnic and linguisticgroups) other than their own. Pete adds one finalnote: "Your accuracy in collecting language and Pete states that one ofhis key roles is to listen to cultural data will be critical to successfully our customers: accomplishing ourgoals ofproviding more culturally and linguistically competent care to our "We know there are numerous barriers to care, customers. and we're learning more about our customers so we can design interventions. Language and MA Newsletter March 1996 RESULTS OF THE DMA WELL UNDERGO MAJOR COMMONHEALTH SURVEY RENOVATIONS DMA Beginning in June 1996 will undergo major renovations to its space at 600 Washington Street. A new lease will go into effect on July 1st which will DMA provide 77,000 square feet ofspace for including the entire 5th floor, halfofthe 6th floor, fyou are working with customers in the the first floor lobby office space, and some basement "ommonHealth program, you willbe interested to storage space. Lynne Benoit, Director ofFacilities, earn that Charles Cook, Director ofthe will be coordinating this project. ^ommonHealth Benefit Plan Unit has completed an extensive customer satisfaction survey of All renovations which will begin in June and last "ommonHealth enrollees. Charles describes the throughout the summer will entail demolition, new lurvey as: rebuilding offices, updating all cables for telephones and computers, painting, and new UA good example ofwhat the Division is trying to carpeting. We will be building new offices and n to toget in touch with customers. modular cubicles and will also reconfigure most of the existing modular stations to better fit our needs. -{ere are some ofthe actual excerpts from the In our new space plan there will be additional DMA jrvey responses: conference rooms available and a training center which will have dedicated space for computer training. 'The CommonHealth program gives me the Freedom and flexibility to work despite my We will make every effort to complete the . . . significant disability." renovations with as little disruption to staffas possible, although all employees will be affected somewhat. Our plan is to have empty spaee renovated and occupied first, thereby freeing up DMA "A great program for handicapped working existing space which can be used for staging people like myself. Keep it going!" areas. We will develop a schedule for phasing in the renovations such that each unit will need to be displaced for only a short period oftime while their We current space is being renovated. will also "I think you could let more people know this schedule as much ofthe work at night as possible to program exists." limit disruption. The Facilities Unit is now in the process offinalizing The most frequent recommendation for improving the space plan for central office working closely with the programwas the suggestion to design a benefit Executive Staff Although the summer at 600 plan brochure. Therefore, plans to develop an Washington Street may be a little chaotic, the end iformational brochure are underway. result should be a more spacious, pleasant, and professional work environment for DMA. DMA Newsletter March 1996 IS Announces Plans for network will reduce the possibility of New PC Network losing data and provide easier a restoration ofdata ifit is lost. Ann Marie Trementozzi, Director ofTechnical Infrastructure ••" Remote support: Support staff can troubleshoot problems and maintain the network from IS's central Plans for a new PC network are :::::x:::;:::X::::::y location. underway for the Division of Medical Assistance. ••* Windows based electronic mail A feature This new network will take Central Office from our rich electronic mail system current VAX/Pathworks environment to a more We sophisticated and powerful ALPHA/Wmdows NT look forward to working with you during this environment. This new network will include project. infrastructure hardware, operating system, and application software. This will DMA provide with a network capable ofsupporting your current DMA Notes From needs as well as position to grow and take advantage ofnew Systems Support technologies. DMA The Systems Support area has We will provide this same been on-line since November. Our staff technology to the MassHealth includesArmandMorin, Betsy Gahan, Enrollment Centers which MaxDuchard, Stephanie Hammonds, currently have no PC networking TedPortis andFrankDiCostanzo. capabilities. When we have installed the new We are a mix offolks with computer DMA network, you will have the systems and software background who ability to electronically communicate among the four provide phone support to all ofDMA on computer Enrollment Centers and Central Office. hardware, software, communications and security- related issues. Some ofthe improvements you will see are: ••* Faster processing time: Any request you A major focus for us will be our support ofthe new make will be completed faster, such as MA21 Project. Our new 800 number (800-379- opening an application or a file. 9323) consolidates previous numbers and allows all in-house and field staffa single reference point. •* A Faster printing: print request will be completed faster. By establishing this single 800 line, we are able to •* assist you in the most efficient manner as well as Better data security: More sophisticated track and identify systematic patterns and problems. password system to protect unauthorized access to confidential data. Also, the new 8