State & Local Government Case Studies

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ProCom Consulting has worked on hundreds of customer service, billing and operations support projects and can provide credentials
on request that are specific to your situation. Please see our case studies below.

Florida Department of Children & Families

Child Welfare Transformation

THE CHALLENGE
The Child Welfare system in Florida was fragmented making it difficult for the Abuse Hotline and Child Protective investigators to quickly understand the context and history of the abuse and neglect allegations they handled. There was high turnover amongst front-line workers with responsibility for keeping children safe and the consequences of their missing key information could be fatal.
HOW WE HELPED
Worked with agency leadership to identify people, process, and technology issues and make recommendations to correct deficiencies. Created the vision that enabled the Department to obtain $40 million of funding from the Legislature to advance the Department’s transformation agenda. Assisted the agency procure vendors to fix the technology deficiencies, supervise the vendor performance to verify compliance with contract terms, and changes processes to introduce dramatically different ways for investigators and their supervisors to conduct their work.

THE VALUE DELIVERED

The agency was able to dramatically reduce turnover in their front-line personnel and to reorganize the Abuse Hotline to better triage incoming reports. Workers were able to quickly navigate the system and find the information about the children and families they serve. The Abuse Hotline was able to see the bigger picture context about the reports they received and the investigators could more easily match misspelled names, piece together family history, and otherwise understand the family’s situation better to make more informed decisions about child safety. The new processes for addressing risk created more structured decision making around whether to remove a child from the home in situations of abuse and neglect.

Texas Department of Families & Protective Services

Child Protection Services Transformation

THE CHALLENGE
As a state with a large, growing child population, Texas struggled with how best to address investigating abuse and neglect, providing family services, and improving permanency for the children in foster care. The agency struggled with frequent changes in priorities and insufficient staff to complete roll-out of key initiatives. They struggled with a disconnect between field personnel and state office policies.
HOW WE HELPED
Starting with a diagnostic review, our team visited every region and talked to front-line workers through regional leadership to understand the local issues in every jurisdiction. The team assessed hiring, training, retention, policies, processes, technology support, availability of local services for families and foster children, and communication. The team identified obstacles and proposed solutions. The team supported the transformation initiatives by working with field driven teams to roll out 20 major changes in each of the 11 regions across the state. Also testified before Joint Legislative Committee on report findings and recommendations.

THE VALUE DELIVERED

The front-line staff recognized that these changes were driven by the people close to the day-to-day issues and were designed to relieve some of their frustrations. Short-term improvements were welcomed by field staff and gave personnel a sense of optimism. Dramatic reduction in time it takes the agency to reunify children with their families. Dramatic improvement in accelerating providing families with services closer to the point of crisis. Policies were streamlined to separate requirements from best practices. Structured Decision Making tools were implemented to standardize the criteria for making risk and safety decisions regarding children. Permanency strategic plans were implemented for each region to reduce the number of children aging out of care and reduce the number of children under six who remained in care.

Mississippi Department of Human Services

Separation of Mississippi Department of Child Protection Services

THE CHALLENGE
The Mississippi legislature mandated that MDHS separate its Family and Children’s Services Division into its own standalone agency. MDHS had two years to finalize the separation of MDCPS. The work included creation of new Divisions for Human Resources, Finance and Information Technology, hiring and cross training of large numbers of personnel, and expansion of the facilities in 82 counties to accommodate 350 new hires. The work had to be completed in a tight timeframe to meet court-ordered and legislative deadlines.
HOW WE HELPED
Assisted MDHS and MDCPS program manage all the separation activities. Worked with the leaders across both agencies to inventory and prioritize the work, document the interdependencies, and research best practice processes for procurement, contracting, vendor management, human resources, financial, and information technology work.

THE VALUE DELIVERED

The agencies are currently on time and on budget with the separation activities. ProCom’s leadership provides problem solving support as issues arise during the separation. We provide best practice advice on each aspect of the new agency’s operation.