HomeMy WebLinkAbout12.3.21 Concern related to email from constituent
From:Boston, Shelby
To:BOS
Cc:Pickett, Andy; Kim, Sang
Subject:Concern related to email from constituent
Date:Friday, December 3, 2021 9:44:30 AM
Good Morning Board,
I am writing this morning to share some information with you related to the concern Mr. Zatkin
shared in his email yesterday. Mr. Zatkin was concerned that staff within DESS do not have email
that they can use to communicate with the public/clients. This is true. Staff within DESS, specifically
Eligibility staff do not use email to communicate with individual clients for a number of reasons.
First, we encourage the public to utilize the secure Benefits Cal portal for all applications,
information changes etc. This secure portal requires authentication from the client to ensure that
they are actually the client. This portal reduces the risk of fraud and information being mishandled
via individual email. If a client does not have internet access, the public can call the Call Center and
receive real time assistance from an Eligibility Worker where authentication also occurs. Lastly, we
encourage the public to come in to one of the three locations we offer (Chico, Oroville and
Paradise). As you know, we serve one out of every two individuals in our County. These methods I
have explained reduce the risk of information being lost, emails being breached and loss of
management control when staff utilize work email accounts to manage confidential information
related to a member of the public receiving benefits.
Another nuance you may not be aware of is the case management methods we use in DESS related
to benefits. Approximately 10 years ago the department shifted from a case management caseload
where an individual Eligibility worker is assigned to a specific case and shifted to “task based”
management. This is similar to an assembly line method of case management. Each case is assigned
to a task based unit (intake, processing, ongoing etc.) This allows for higher efficiency and oversight.
As a case progresses in the life of the case it moves from one unit to another. Cases are no longer
dependent upon an individual Eligibility Worker to handle. If an employee is out ill or resigns, there is
no gap in service delivery. This shift has increased our efficiency and accuracy.
I hope this clears up any questions you may have. I am happy as always to provide more detail if the
Board desires.
Have a wonderful day and weekend.
Sincerely,
Shelby Boston, MSW
Director
Public Guardian/Public Administrator
Butte County Dept. of Employment and Social Services
202 Mira Loma Blvd. Oroville, CA 95965
T: 530.538.7891| F: 530.534.5745
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