- Good morning everyone! We will get started, it's right after nine so I want to make sure to be respectful of everyone's time. My name is Allison Alexander and I work for ICF, and we are the company that is working with the University of Oklahoma and with you all at Child Support Services to conduct the workload study. So today we'll be talking to you a little bit about the study, and specifically doing a workload study training, where we'll talk through the Time Study Data Collection that you'll all be asked to participate in this upcoming January, go through what that looks like and answer any questions that you may have. I'm sharing my screen, hopefully you all can see it. I will say that when I'm sharing my screen I cannot see the comments that you all type in. So if you have a question, feel free to unmute yourself and ask me or we can talk through them later on. I just wanted to make you aware that I can't see both, so I have my screen here, and we will get started with the training. So just a quick agenda for our call today. We will talk a little bit about the project background, what a workload study is, and then we'll get into this project specifically. So we'll give an overview of the task lists which are really the basis for the workload study. I'll introduce you to the Time Data Collector, and that is the tool that we'll be using to collect data from you in January, and then the bulk of our time today will be spent giving a demo of that tool so that you can see how it works, and what it looks like before we get into the actual data collection in January. Then we'll talk about the Support we have for you and answer any questions that you have. But like I said if you have questions, feel free to ask them as we go and I'm happy to answer them, but we'll have that dedicated time at the end as well. So a little bit of background on this project to start you out here. So this is a workload study, and this slide here gives an overview of what the objectives are when we complete a workload study. So one of our main goals is to document the required activities for employees in fulfilling their current workload. So they way that we start these workload studies is we work with staff within your agency to lay out the tasks that you complete. So what are those tasks that you have to do for each of your cases? What do you do for work that maybe is not related to cases but still required? So going to meetings, or participating in training. So that's the first objective, is to really document what has to happen as part of your jobs. We also work to identify the time that's required to complete each of those activities. So how long does it take you to do the work that you have to do? We'll be recording how much time is spent on those different activities, and then based on the amount of time we can figure out how many employees are in need based on the number of cases you have. What does staff needs look like? We'll also be looking at how unique case characteristics can impact workload. So is there something about a case that makes it more time consuming or more difficult than another case? So we'll be digging into that with our data analysis. And then ultimately we'll generate reports and data analysis that allow agency personnel to better allocate resources in future workforce levels. So we'll do the data analysis on the time spent, see what that looks like. We also come up with recommendations to help improve a work experience if changes in staffing are not possible. So we will really dig into that data and that will be the ultimate outcome of this project. Just to give you an overview of the project as a whole, this is the whole project in a nutshell. So we started with Assessment, Scope, and the Work Definition, so that's where we've already been. Like I said we've developed some task lists of the tasks that you complete as part of your work. We're now moving into Phase 2, which is Tool Development and Data Collection. So we've already developed the Data Collection tool, we're training you on that tool today, and then we'll be collecting data from you for the month of January. After that we'll move into analysis of that data, defining workload standards, and ultimately looking at the staffing model and making recommendations for Child Support Services. So moving into a workload study, this is just general information to help you understand a workload study and what it looks like. So a workload study is a study that examines the amount of time employees spend on various tasks or service areas, both at the individual level and the aggregate level. So we'll be collecting data from you on how you spend your time in January, what tasks you're completing, how long those take, and then we'll be aggregating that up to the office level and the overall Child Support Services level. We'll be collecting the data using a Time Data Collector tool, which is what we're discussing today. Who will participate in the study? We'll be asking all Child Support Services DHS employees to complete the data collection. This does not include interns, that's a question that's come up previously, but otherwise all staff in your offices. And when will data be collected? We'll be collecting data for four work weeks in January. So we'll be starting on Monday, January 6, and then collecting data through the end of January, January 31. We wanna point out at this point in time that we respect your confidentiality and want to insure you that the information you provide us will be kept completely confidential. So only our team members at ICF will be able to access any data that has identifiable information. The responses in data that you provide to us would never be linked to you individually, they wouldn't be linked to your performance or anything about you. And we'll only be presenting group level findings. So as an example of the things we might report out on based on the data we gather, for example Program Managers spend X% of their time on general office tasks, or Child Support Specialists spend X amount of their time on enforcement-related activities, the amount of time spent on administrative activities amounts to X hours per year. So you can see that it will be aggregated and nothing would ever be able to identify a single person who submits data as part of the project. Are there any questions to this point, kind of on the background and that general information? Great. So we're moving now into an overview of the Task Lists. And like I said, these Task Lists are really the backbone or the basis for the data collection. So as a quick overview, we have separate lists for each occupational grouping. So there are five different Task Lists that you can review. So there's one for Child Support Specialists, Administrative Staff, Office Managers, State's Attorneys, and Managing Attorneys. And what we'll be asking is that you really review and understand the tasks that are in these lists before we get in full swing into the Time Study, and that's really to help you because it will make your data entry easier if you understand what's in the lists and how you think about your work and how it aligns with these tasks. So you'll be receiving these lists later today in an email so that you can review them. This is just to give you an overview of what those lists look like. So like I said we have those five different Task Lists, and here's an example. So we have Child Support Specialist Task List, you can see we have Service Areas and Tasks, and those will be specific to that group, and I'll dig into those more in a minute, but then you can see there's a separate list for State's Attorneys, so there are five separate lists and you can review each of those. Back to this one for a second. So on the Task List you can see that we have the Service Areas in the tasks. So the Service Areas are like a grouping of each of the tasks. So we know that the CIC does Case Initiation, but there are some tasks that people have to do related to that, so you can see within Case Initiation, there are some tasks that you could select. So each of those is part of Case Initiation, or each of these tasks here is part of Enforcement. So that's how it's laid out. The Service Area is kind of a general category with specific tasks that fall within that category. As I mentioned, we have the five different lists. So your Child Support Specialist, Administrative Staff, Office Manager, State's Attorney, and Managing Attorney, and there's the separate lists for each task. Within those lists we also have both case-related and non-case related service areas and tasks. So case-related are the service areas that relate specifically to a case that you're working on. So you could say I'm doing this task for this specific family group, for family group number. We also have non-case related tasks, and this is work that we know you have to do and is part of your job, you do it everyday or every week, but it's not something that's specifically related to a case. So things like attending meetings, attending trainings, if you're a Supervisor doing performance reviews or performance management. So you have your recording time for both those case-related and non-case related service areas and tasks. And the Task Lists are laid out with those case-related tasks and service areas first, followed by the non-case related ones. So this is just an overview of what those Task Lists look like, so that you understand how to really dig into them and understand. So like I said we have those Service Areas that are the different categories of tasks. The Tasks Lists begin with the Service Areas that are specific to cases, and then within each Service Area you can see those various work tasks. The second part of that Task List then is that non-case specific work, so the Task List continues with the non-case specific work. It still has those Service Areas, or categories and tasks, but they're just in the section that says they're not specific to cases. So again you can see our categories, those Service Areas, and the examples of the work tasks. And when you enter your data you'll be entering it in terms of these different tasks that happened. Click there. So moving into the Time Data Collector, again this is the way that we'll be collecting the data from you, and I'm going to give a quick overview here in the Power Point just to show you what's in the tool and lay it out, and then I'll actually be opening it in Excel and walk you through how the data are entered, so that you can see that and have a better understanding. So the Time Data Collector, or the TDC is an Excel-based tool that we use to collect the time entries. You will be saving this tool to your desktop or somewhere on your computer that's easily accessible to you. You'll open the file and enable macros, click on Main Menu, and you'll see this window here. It gives you the option to enter personal information and enter your time. When you click on that Personal Information button, you will fill out this information right here. You will only have to fill this out one time, so the first time that you're working in the Time Data Collector you'll fill this out, and then you don't need to fill it out again. So you'll enter your name, first name, last name, a User I.D, and that User I.D is something that you will create to be just an anonymous identifier of your data. So it needs to be a letter and then U, the letter, and then 5 numbers and you can just create that. Then you'll enter your office. We know some of you work with more than one office, so if you work with more than one office you can enter that. You'll select your job title or roll, how many hours you're paid to work per week in Child Support Services, and that's just to help us to identify any part time staff or people who are not working full time in Child Support Services. We also ask you to enter on average how many hours you work per week. So you might be working overtime, and we just wanna make sure we understand that as well. We'll ask you to enter your total years of experience working in Child Support Services, level of education, and then estimated year of retirement. And the reason that we ask that is sometimes it will help us understand staffing needs moving forward. For example, we might work in an organization and see that a quarter of their employees will be retiring within the next five years, and that just helps to plan moving forward. So you would enter this information, save it, and then you would go back to your main menu. So from the main menu you can also select the Time Entry, and this is where you'll be spending the bulk of your time when using the Time Data Collector. So you will be filling this out each day to tell us about the work that you're doing. So during the day you'll enter the date, which will be automatically entered if you're entering it on that day, the start and end time for an activity, the family group number, the service and the task. When you're doing this Time Data Collector we're going to ask you to account for a whole day's hours, and we define that by saying at least 95% of your day. We understand that sometimes you might be doing little things here or there that you don't record, but we really want you to try and tell us about your whole day. And when you enter data, you'll use what's called the Time Ladder approach, so you start from the beginning of your day and then the end time from one task is the start of your next task. So you might do something from 8 to 8:05. And then your next task would start at 8:05, maybe to 9:05. So you would just enter the whole day as the day lays out, from one task to the next. We'll ask you to enter time that you're scheduled to work, so for example one question we've had is about people who flex on Fridays. So if you flex on a Friday and you're not scheduled to work that day, you don't need to enter anything for that day. Same thing for the weekends. You don't need to enter data on the weekends, but if you happen to be working on a weekend you would enter at that time. In terms of how the data collection process will work, you will receive an Excel file and you'll save it to your computer, so you'll just save it with the file name, and then your first name and last name. Each day you'll update the file with your time, and then each Friday you'll save the file and submit it. So to submit the file you will be emailing it to the email box for this project, which is CSSWorkloadStudy@icf.com. So each Friday you'll submit that file and then the next week you'll just continue working in the same file. So you'll only have one file saved, but you'll submit it each week during the data collection period. Okay. So like I said, you will be receiving the tool as an Excel file. When you receive the tool the password is Oklahoma, all lowercase, so you'll have to enter that to get into the tool. Okay. When you open the file, the first thing that you'll need to do is enable the content, and that's just so the macros and the tool will work for you. So you'll enable content, and you will get this window right here. So like I said, the personal information you'll do first, and you only have to do that one time. So here we have personal information, and you will fill it out with your information. So first name and last name, the User I.D that you select, and then you'll use the drop down menus to select the other information. So you can select any office, if you work in another office you can put that as well. Select Child Support Specialist, Administrative Staff, Office Manager, State's Attorney, Managing Attorney. So whichever you are. Your time. Maybe I work 45 hours a week. Your experience, and answer the other question. Okay, so we went through the personal information entry. The other place, like I said you'll be spending most of your time, is in that Time Entry Menu. When you're in the window of the Time Study, so from January 6 through January 31, when you enter this tab it will automatically enter data for the current date. You can see right now I get an error message just because we're not within that time window. So you can still select a date to enter data, but like I said it will automatically default to the current date when you open it. It will also automatically default to your primary office right here, so whatever office you entered in the Personal Information tab as your primary office, will be the default here, and you can change that so if you work in more than one office you'll want to change that for any data that you're entering, but it will be your primary office as you're entering data. So we'll go through now how to enter the time, and I'm gonna see if I can see both... I still can't see your questions, so I will kind of go back and forth if I can as I'm working through this. But this is what the Time Data Collector looks like in your data entry. So like I said, you'll start at the beginning of your day entering time. So if your day starts at 9 A.M., you would out 9 and then lets say I do a task that takes me from 9 to 9:30. You can type in the numbers or scroll. I am doing something from 9 to 9:30 today. It will tell me that duration is 30 minutes. What you'll do next is if you're working on a single case, you'll enter the family group number here in this spot, and you'll be entering that full 12 digit family group number. If you're working on multiple cases, you can enter that here. So if you're working on 2 to 5 cases, 6 to 10, 11 to 25, 25 to 50, you would just select how many cases you're on. So lets say I'm doing something for 2 to 5 cases. Then you'll select the Service Area. So I am right now, assuming, working on something for Enforcement, and then the task drop down will have each of the tasks that are within that Service Area. So lets say today from 9 to 9:30 I was attending and assisting with hearings. So you can see I've entered all of that data, and then I will hit save and it adds it to my data list for today. So you can see right here 9 to 9:30 I did something for 30 minutes for multiple cases, and this is the service and the task. You can see then that my start time has already defaulted to my last end time for me, so maybe I'm doing something for an hour now. So I would change that from 9:30 to 10:30. You'll put in your group number. Like I said that'll be the full 12 digit number, it's a little bit different in this version because it's our test version. So if I'm working with one family group next, maybe I'm just clicking here, Case Initiation, and researching this case. I have my one hour, the family group number, the service and the task, and I'll save that. I'm just setting this up so I can show you something real quick. So you'll enter data for your whole day, all of the tasks that you're doing. One thing that I wanted to point out here is that like I said, we're gonna ask you to enter data for the whole day. The file will tell you if you have a gap in your day. So you can see here I entered something from 9:30 to 10:30, and then from 11:30 to 12:30. So it lets me know that from 10:30 to 11:30 I've missed something there. So I can go back and add something in, fill it in. The tool will, if you go back and add something in, will automatically put the day in order for you. So I've added this in here. Oh, I meant to do from 10:30 to 11:30, I'm sorry. So from 10:30 to 11:30 A.M. Save it, and you can see it inserted here, and that gap went away. If you need to edit an entry that you've made, you can click on the entry, click Edit Record, and it will pull your information back up to the top to the Data Entry, and you can change anything. So maybe you accidentally put the wrong task. You can save it, and it will update it. And I apologize, this is our test version so we've identified a couple of errors that we're working on now, so if you see error messages those are things that will be fixed. But the tool will help you make sure you're entering the right data, and it sounds like someone has a question. Someone said we have 9 digit case numbers, so you add the leading zero's? Yes, you would add the leading zeros to those cases. So do you put your estimated time in first, or start time and then when you're finished with that task you put the end time? So you would put the start time and the end time. You don't need to estimate, you can note to yourself when you start a task and then when you end it, and put the time in when the task is done. Some people find it easiest to kind of make a note of what they do through the day and then enter it all at the end of the day. You can see what works best for you in terms of that. Later today you'll be receiving a desk reference that goes over all of this information and just gives it in written format so that you can see that, and in there there's basically a table that has all this information, so if you want to jot down notes throughout the day you can do that and then enter it at once. So to avoid a gap, do we record lunch breaks? Yes. Within the task list there is a place for break. So we'll just do an afternoon time here, so from 1:30 P.M to 2;30 P.M., since your break is not related to a case you would select no case, or non case specific, and then we have leave, and a break in your day. So that could be a lunch break, a whatever type of break you're taking during the day. You would put that break in and then save it like that. So that is part of that task list, and like I said that's it will be helpful to review and understand the Task List in advance, so you know how things are laid out there and you can enter time according to that list. When you're in the tool, like I said it will default to the current date. If you need to go back to a different date and make an entry or change it, you can select the date from the drop down menu up here. The other way that you can select a date is you can see right here at the middle are all the dates for each week. So we're starting on Monday the 6, so you can see on the 6, that whole week is here. So you can click on the different days to see your data. You can click on next week, it'll go to the next week or previous week. So you can navigate dates either right here, or up in that drop down menu. So you'll enter the time, your case numbers, your family group numbers or no case, or multiple case numbers, services, and tasks for each thing that you're doing during the day. Like I said, you can update entries. So if I actually worked on 10 cases, not 5 here, I can select that entry, edit the record, and save it. My editing is not working now, I'm not sure why in this but that does work, but I apologize that there's something going wrong here for me today. How do we record the time it takes at the end of the day to complete this data entry? So there is a task in the Task List for time keeping. So you would put it towards that time keeping task. Are there other questions? Oh, you're very welcome. And as you go on throughout the month, this will get easier and quicker for you. It may take a little bit longer the first week to really start thinking about delineating those tasks that you do and what they look like, but you'll see, typically, that you'll do the same tasks over and over again and that it'll make more sense and be much quicker as the time goes on. Once you're done entering data for the day you can just exit and it saves your data for you, and then you can come back in. When you open the file it'll come back into this Excel page again and then when you click Main Menu you're able to go back to that Time Entry and enter data for the next day. And you just enter data throughout the day, and it can be in any increment, so maybe I do something from 8 to 8:07. I enter my family group number, my service and my task, and then you just do that throughout the month. And like I showed you, as you work through it it'll lay out your day here, identify those gaps and show you what you've done during the day. Other questions on how this works, the Data Entry Tool, or what you'll be asked to do? Can you advise on where the Supervisors fall on the list. Do you mean Supervisors in terms of your job, or in terms of the tasks that you're preforming? As a job. So if you're a Child Support Specialist, like 1 through 4, I think Supervisor falls within those. You would select Child Support Specialist. And then the tasks, you might have supervision specific tasks that you would enter in. Under supervisor tasks, that's where you would enter the different things that you're doing as a Supervisor. So if you're mentoring, select there. The Task List, yes we'll be sending that out a bit later. The test version, we are making a couple updates based on things that we've seen. I'm hoping the test version will be updated within the next day or so, and you'll be getting that. We're just going back and forth with the programming. So that will be coming soon, this week though. You are very welcome, thank you! Okay, I have a couple more slides for you here so we'll go back to those, and then we'll have more time for questions as well. So during the study, we are here to support you and answer any questions that you may have. We have an online help desk that you can reach out to if you have questions or need help, or just wanna better understand what's happening. To reach that help desk you will email CSSWorkloadStudy@icf.com so you can email questions there. If you wanna talk to someone you can send a note there and say hey I'm really confused, can someone give me a call, and we will work to find a time that will work with you. We'll respond to all questions by the next business morning at the very latest, but we do have multiple staff monitoring that box, so we'll get back to you as quickly as we can to answer questions. You will also have a TDC desk reference, and like I mentioned that will be emailed out to you a little bit later, and that walks through in text format everything I've gone through today, and gives some additional information about how you download the file using different browsers and answering questions. Any questions that come up during these trainings, we're also adding to a frequently asked questions list so that you can see what those are. A couple of questions here. If we have a day off, do we record anything special for that day? So if you're taking a day of leave, you would just record that as your eight hours of annual leave. So that's one of the leave categories. If it's a holiday, you would just record it as that holiday off. And those are all tasks that you'll see in that Task List. So you can see if I here select leave, you could take off your annual paid leave, so Martin Luther King Day falls during January, not sure if that's a day you all have holiday leave, so you could take that, your sick leave, or break in the day, or if other leave. So you're on Jury Duty, you're off for workers comp, FMLA, any leave like that you would enter in here on the actual day. Yes, the presentation will be provided. So along with that desk reference that's very detailed, you'll be getting this presentation so that you can look at it, refer back and see the answers to questions that you may have. There will also be a recording of this training. So if you know someone who wasn't able to attend one of the training sessions, or you wanna watch the clicking through the tool again, you can come back and do that at a later date, so that recording will be made available to you. So that is what I wanted to cover. What other questions do people have, or anything else that you wanna see or ask before we wrap up for today? James said to please go to the LMS to finish the post training input to log your attendance, and that's just so we know you're here and you can get sent that desk reference and the power point from this training. Great, well thank you all for joining us early this morning. We appreciate you taking the time, and look forward to learning more about the work you do and what that looks like in January. And let us know if questions come up or if you need any additional information. We're happy to work with you to answer those.