Welcome to the Riverside Q3 Coach Quarterly Meeting

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Welcome to theRiversideQ3 Coach Quarterly
Meeting
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IntroductionsPlease share1. Your Name,
Office, Role2. What you did over Labor Day
weekend
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Topic Review
Communication
Participation
Participation

• Communication

Education
Education
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Education
Education
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Implementation Timeline
2003
2004
July
Jan
October
April
July
October
April
Jan
Infrastructure Computers, Networks, and Servers and Preparing for Your C-IV Journey
Change Discussion Guide Rollout
Training/Conversion/ Implementation R1 Supervisors and Resource Databank Maintainers only
Training/Conversion R2
Release 2 3 Implementation Case Management, Eligibility/ Benefit Calculation, Employment Services Benefit Issuance, Interfaces, Reports, QA/QC and Utilities
Training R3
Nov. 2003 March 2004
February 2004
R1 May 24, 2004
March 2004 May 2004
May 2004 - July 2004
July 6, 2004
July 2004
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Current Activities

• Release 2 External Training Testing
• Participants validated the flow of information in
  web based and instructor led training materials.
• Participant feedback will be incorporated into
  materials in time for R2 Pilot Training.
• Took place at the C-IV Project Site from August
  4th August 29th.
• Release 2 Model Office
• Participants spend 4 or 5 days completing C-IV
  System training and scenarios in the six
  different business areas.
• There will also be Change Discussion Guide
  walkthroughs.
• Currently taking place in San Bernardino until
  the end of November

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R2 Pilot Activities

• Release 2 Pilot
• Use of the C-IV System in Stanislaus County with
  actual converted data from legacy systems.
• Like Release 1 Pilot, participants will perform
  their current roles in C-IV as well as the legacy
  applications.
• The processes, training, and system performance
  will be evaluated against specific exit criteria.
• Scheduled for December 8th January 30th in
  Stanislaus County.

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System Demonstration
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Communication
Communication
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Release 1 Pilot Update

• Overview
• A dress rehearsal of the Release 1 C-IV System
  in a monitored small office setting.
• Took place in Stanislaus County from July 14th
  through August 8th.
• Actions performed included
• Search for and add collaborators, such as Child
  Care providers, Employers and other Service
  providers.
• Assign and remove Security rights for C-IV users.
• Update office, unit and position information in
  the C-IV system, including linking staff to
  positions, updating staff profiles.
• Outcome
• The Board of Directors, which includes the
  Project Director, approved R1 Pilot as a success.
• Feedback was very positive
• 2 Change Requests accepted for R1 Production
• Sort English to the top of the language choice
  when user selects E
• Make the language of Error Messages more user
  friendly

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Training Update

• Infrastructure Release
• January 12, 2004 March 11, 2004
• Comprised of two courses
• Preparing for your C-IV Journey
• Train the Coach (Coaches only)
• Release 1
• March 26, 2004 May 20, 2004
• Four courses System Navigation, Office
  Administration, Security Rights Administration,
  Resource Databank
• Release 2
• May 10, 2004 July 2, 2004
• Most system functionality. Approximately 40
  courses.
• For additional information, visit the Training
  page at www.c-iv.org

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Train the Coach

• In addition to Preparing for Your C-IV Journey,
  C-IV Coaches will attend Train the Coach
  training in January, 2004
• Purpose of the course
• To explain why coaches are essential to the
  success of the C-IV Project.
• To share effective coaching techniques and
  strategies.
• The course will prepare coaches to provide
  hands-on support and assist staff in using
  available sources of C-IV information.

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Training Update Hours
Training roles and associated hours were
researched and validated with management for
these areas.
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Learning Management System

• Learning Management System (LMS)
• Prior to each release, you will receive an email
  from the LMS with your C-IV Training Schedule.
  The email you receive for Release 1 through
  Release 3 will contain your LMS username and
  password.
• Supervisors will receive their staffs training
  schedule via email, as well.
• For Infrastructure Release, expect to receive
  your first email from the LMS in December 2003.
• For Release 1, 2 and 3, staff should expect an
  email one month prior, and supervisors two months
  prior to training.

• The Coachs Role
• Explain to your team that they will receive
  emails informing them of their training sessions
  and times.
• Follow up with your team to make sure they
  understand when their training will occur.

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Learning Management System
C-IV Training Schedule
Link to LMS
LMS Username
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Learning Management System

• Important Points about the LMS
• C-IV.Training will be the sender of the emails
  you will receive from the LMS. Do not reply to
  this email. Contact your supervisor if you have
  a schedule conflict, and he/she will contact the
  Training Coordinator to resolve your conflict.
• Beginning with Release 1 Training, the email you
  will receive from the LMS will contain a link to
  the application.
• The LMS is NOT the C-IV System. However, expect
  to have the same username for both applications.

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C- IV Service/Help Desk

• Service Desk Procedures will be outlined in the
  Utilities Change Discussion Guide.
• The C-IV Help Desk will provide the first level
  of support to C-IV users in Riverside.
• If a user encounters a problem with the C-IV
  System, they can initiate a trouble ticket by
  calling the C-IV Service Desk.
• The C-IV Service Desk will only provide support
  for C-IV calls.
• C-IV calls are defined as those related to C-IV
  applications/peripherals on either County or C-IV
  workstations.
• Non C-IV calls received by the C-IV Service Desk
  will be handled through a different process and
  routed to the Riverside Help Desk for
  assistance/resolution, as is currently done.
• The Riverside Help Desk may also re-direct C-IV
  related issues/problems to the C-IV Service Desk.
• If the C-IV Service Desk cannot resolve a trouble
  ticket, it may be escalated to one of three
  groups Applications/Policy, Networking, and
  Foster Care.

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C-IV Interim Application

• Developed by Riverside DPSS IT
• Will capture data not currently collected in MBS
• Follows format of C-IV Data
• Types of data includes, Relationships, Income,
  other financial and non-financial information
• Will be automatically converted into C-IV
• Additional data elements will be recorded and
  entered into C-IV manually after go-live
• Deployment / Training
• Countywide deployment dates are TBD.
• Training will be provided.
• Users will train using live data (real cases)

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Leadership Series Approach
Leadership Series II Dec. 2003
Leadership Series III Jan. 2004
Change Discussions Feb. 2004

• Leadership Series II
• Strategic, process and/or policy decision points
  communicated
• Conversion progress and tools discussed
• Change Readiness assessment and Training Approach
  explained
• Delivered by
• County Management with testimonial by Directors
  and Deputy Directors

• Leadership Series III
• Change Discussion Guides distributed
• Instruction on using Change Discussion Guides
• Reviewing upcoming implementation activities
• Delivered by
• Change Management Team

• Change Discussions
• Description of how job processes will change
• Discussion about how C-IV will be implemented
• Description of upcoming training
• Delivered by
• Supervisors and Managers

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Change Discussion Guides

• Where are we now?
• Managers, supervisors, and staff from various
  programs had been working with the Change
  Management Team to validate future C-IV
  processes, as described by the Change Discussion
  Guides.
• Change Discussion Guides distributed to Policy
  during August.
• Change Discussion Guides will be used during
  Model Office.
• Change Discussion Guides will continued to be
  updated based on Pilot and Model Office feedback
  resulting in system or process changes.
• Whats ahead?
• Change Discussion Guides will be distributed to
  Managers and Supervisors during Leadership Series
  III in January 2004.

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Participation
Participation
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Surprise! C-IV Pop Quiz
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Coach Meeting Evaluations Results

• Results are from the June 3-5 Coach Quarterly
  Meetings
• Total of 145 evaluations collected

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Additional Feedback

• Show more screens of C-IV

Please post Coach To-Do items/instructions on
website
I enjoy the quarterly meetings. They are
informative and are effective in maintaining C-IV
focus.
I think we could learn more by going over terms
not in the game setting. I understand wanting to
make it fun, but we only covered three terms and
could have covered more.
Summary or handout to distribute to line workers
I agree with the suggestion of having some sort
of handout to take back to staff. Offices who
have several coaches can disseminate the same
information to their coaching groups. (The whole
office will get the same information)
Good session, very informative.
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Questions?Participation, Education, Communication

• Thank you for attending. Please complete the
  evaluation before leaving. We will see you in
  December.