![]() ![]() OSA acknowledges that CICRF faces a number of challenges in processing applications however, we are concerned about the fact that the time CICRF takes to process applications has increased since our last audit (No. CICRF is confident that continuing efforts to engage with families upon application receipt, leveraging technology (state mobile phones to text families and receive documentation, eFax, and secure email) and implementing the new CRM system will further reduce processing time so that eligible families receive financial assistance more quickly. Given that CICRF cannot finalize a determination on a family’s eligibility for Fund reimbursement until all necessary income and expense documentation is received, CICRF has implemented strategies to collect as much paperwork from families before the application is opened. Once staff received all required document, the payment was approved the next day. Staff worked closely with the parent for months until all the required documentation from multiple sources were collected. A single mother with limited income applied for family support reimbursement for her child who was born prematurely at 23 weeks with. The workflow analysis revealed one example of an application that took 130 days between the date the application was opened and date of payment. ![]() online and submit information online, follow-up tracking system, reduce / eliminate paper files, make it easy for families to email material on a secure platform versus mail-in and reduce processing time.ĬICRF offers families ample time and flexibility to submit required documentation given ongoing stressors and demands on families caring for children with medically complex conditions. The goal is that families would be able to apply. The development phase began in Feb 2022, and it is anticipated that it will take at least 3 months to build the system. ![]() ![]() #Timely matter softwareSince FY2018, CICRF has been increasing staffing capacity, and has identified a customer relationship management (CRM) software solution that will improve the timeliness of applications and has engaged in quality improvement processes to identify delays and inefficiencies in workflow to improve processes at CICRF, and identified the challenges posed in getting timely documentation from families. During that time, funds were preserved for families instead of backfilling staff positions. The backlog accumulated over many years, starting when there were no transfers from the Medical Security Trust Fund (MSTF) to the CICRF Trust from the 4th quarter of FY2009 through FY2013. The audit calculated the time from the date the application is received to the date the application is opened by CICRF staff (the “queue”) and the time from the date the application is opened to the date a payment is made. Given this audit period covers FY2018 and FY2019, the results of these efforts are not fully evident. Since FY2018, CICRF has leveraged technology, quality improvement tools and additional staffing to streamline the application review process. CICRF aims to provide timely assistance to families while adhering to all Fund policies and procedures. ![]()
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