Program Implementation

Tips to Implementation: To improve service delivery and data-driven decision-making, Fulton County suggests that other agencies be willing to change their philosophy and adopt the mindset of innovation, and have accountability apply to all people in the system, from the client to the director. This accountability is something Fulton County adheres to through its red and green color-coded report cards and the G-Force concept.

Keys to Success:

• In-house development – The QA team notes that subject matter knowledge is critical. No outsider could understand an agency’s processes and needs (culture) as well as an insider who has done the work. It is important to leverage existing human capital within an agency when conducting technological upgrades so meaningful results are achieved.
• Data integrity – To produce accurate reports, case managers must key in the data correctly. Monitoring by groups such as Fulton‘s QA Section ensures that managers can rely upon the reports that are generated.
• Communication and cooperation – Case managers must buy into accountability, the benefits of win-win solutions, and open communication regarding challenges or successes. The Fulton County staff also highlights the importance of having staff co-located, such that teams are able to learn from one another as they leverage each other’s skills and talents.

Challenges: When coordinating the SUCCESS and STARS systems, Fulton County encountered a problem with the GAP payments, the difference that TANF has to pay after an agency accounts for child support income. If a father suddenly makes a child support payment of $500 instead of $25 a week for several weeks, the system indicates that the TANF recipient is over-earning and automatically closes the case. Case workers must be careful to communicate that the gap payment is a back payment for missed child support and it should not close the case. Since the staff is aware of the problem, they communicate the information to the appropriate team member. They suggest, however, that the next wave of improvements include a Web-based technology in which GAP payments are recorded accurately.