IHSS Intake Process Improvement Plan (II-PIP)

About the Program

Category: Human Services (Best in Category)

Year: 2015

The San Bernardino County Department of Aging and Adult Services (DAAS) implemented a set of process improvement initiatives which resulted in a 77% improvement in the In-Home Supportive Services (IHSS) application processing rate. The initiatives are collectively known as IHSS Intake Process Improvement Plan (II-PIP) and were started in January 2014. DAAS administers the IHSS program which pays for services to enable elderly and disabled individuals to remain safely in their own homes and avoid institutionalization. Services being authorized through IHSS include housecleaning, meal preparation, laundry, grocery shopping, personal care services, accompaniment to medical appointments and protective supervision for the mentally-impaired. New applications for IHSS must be processed within 30 days, and IHSS applicants have 45 days to submit a Health Care Certification which is used to confirm the need for IHSS services. Due to the high volume of IHSS applications in San Bernardino County and staff turnover, DAAS had a monthly average of 1,250 pending applications prior to implementing II-PIP. After II-PIP was implemented, IHSS applications are being processed at a faster rate resulting in timely delivery of IHSS benefits to more beneficiaries and a significant reduction in the monthly average of pending applications from 1,250 to 310.