Specifications include, but are not limited to: The Monterey County Department of Social and Employment Services (DSES) is seeking avendor(s) to design and implement a Benefits Service Center. The DSES Community BenefitsBranch determines eligibility benefits for the Medi-Cal, CalFresh, General Assistance andCalWORKs public assistance programs with caseloads assigned to individual staff. The currentcaseload process includes consistent monitoring of caseload size in each office, and supervisorsare tasked with balancing the number of reports due in their units. Other tasks such as telephonecalls, mid-quarter or voluntary changes are the responsibility of the assigned caseload worker,and cause uneven distribution of work.The Service Center concept involves the redistribution of work, and the relocation of a portion ofthe staff to focus on specific tasks for the Medi-Cal and CalFresh programs. Workers assigned tothe Service Center are no longer assigned a caseload, but work exclusively on the telephone,with mail processing, or other related tasks. This model allows caseload maintenance to beorganized by task type, priority, and assigned equally to ensure the most critical actions arecompleted on time. It will also allow the Community Benefits Branch to transition a largenumber of staff to a task management environment in order to assist with increased workload,improve customer service, and enhance employee morale.
