Trigger Alerts

About the Program

Category: Human Services (Best in Category)

Year: 2015

The San Bernardino County Transitional Assistance Department (TAD) developed Trigger Alerts to provide notification to supervisors, managers, deputies and the Director on a daily, weekly, and monthly basis of specific case actions deemed high priority for the Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Child Care, Medicaid, and Welfare-to-Work (WTW) programs. The program-specific Alerts are “triggered” based on predetermined criteria developed by TAD and emailed to staff each morning. Trigger Alerts give TAD management the ability to access information at the county, region, office, unit, worker, and case level. Trigger Alerts have proven to be a very effective tool for managing workflow in a task-based environment and preventing delinquencies, as well as preventing Quality Control (QC) and other case processing errors. Trigger Alerts provide proactive notification of a situation that needs to be addressed by staff. Supervisors assign Trigger Alerts for immediate action and follow-up to ensure completion. If an Alert is not properly resolved, it will appear on the next day’s Trigger Alerts. Management uses the Trigger Alerts to identify workflow trends and potential backlogs at a high level, to ensure TAD staff is properly deployed to meet the changing workload needs of each program.