Public Workshop - Child Care - Nevada Division of Welfare ...

NEVADA STATE DIVISION OF WELFARE & SUPPORTIVE SERVICES
PUBLIC WORKSHOP
TO EXPLORE OPTIONS TO ENSURE CHILD CARE PROGRAM DOLLARS ARE
REACHING FAMILIES, ADDRESS PROVIDER CONCERNS, AND DISCUSS THE
SMOOTH TRANSITION TO MULTIPLE BUSINESS LOCATIONS.
The Public Workshop to explore options to ensure child care program dollars are
reaching families, address provider concerns, and discuss the smooth transition to
multiple business locations was brought to order by Romaine Gilliland, Administrator of
the Division of Welfare and Supportive Services, at 10:00 a.m. on Tuesday, March 17,
2009. This meeting was held at the Division of Welfare & Supportive Services,
Flamingo District Office, 3330 East Flamingo Road #55, Las Vegas, Nevada.
STAFF PRESENT
Romaine Gilliland, Administrator
Gary Stagliano, Deputy Administrator, Program & Field Operations
Jerry Allen, Chief, Child Care Program
Joe Garcia, Field Operations Manager
Kathy Anderson, Social Welfare Manager, Flamingo Office
Rachelle Church, Social Welfare Manager, Belrose Office
LaDonna Ivery, Family Services Specialist, Flamingo Office
Margot Chappel, Office of Head Start, ECCS
Toby Hyman, Grants Management Unit, DHHS Director’s Office
Miki Allard, Staff Specialist
Lynette Giles, Executive Assistant
Gabriel Lither, Deputy Attorney General
Rota Rosaschi, Director, Nevada Public Health Foundation
GUESTS PRESENT
Shyleen Myers, Concerned Citizen
Carrie Paloli, Creative Kids
June Suss, Griffith United Methodist Preschool
Nancy McDonald, Griffith United Methodist Preschool
Lolanda Bunch, NCIC
Gary Cooper, NCIC
Diana Arevalo, Sunrise Children’s Foundation
Hylas Lewis, Child Corner
John Connolly, Concerned Citizen
Mirabal Rodriguez, Imagination Plus
Desirae Williams, Imagination Plus
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Elyah Thomas, Concerned Citizen
Linda Vanacore, YMCA of Southern Nevada
Edith Wynn, New Levels Child Care
Rachel Pugh, New Levels Child Care
Rochelle Wynn, New Levels Child Care
Dr. Michael Thompson, Child Care Association of Nevada
Debra Sherwood, Small World
Barbara Stewart, Treasure of Faith Child Care
Tonya Coover, Calvary Christian Learning Academy
Eileen Kaplan, Concerned Citizen
Karen St. Antoine, Creative Kids
Karen Harvey, Concerned Citizen
Bernadette Sigars, Babyland
Wendy Blakeney, Happy Days Preschool
Erica Erb, Acelero Learning
Anna Clark, Boys & Girl’s Clubs of Southern Nevada
Kevin Smedley, Clark County Division of Family Services
Pam Meador, YMCA of Southern Nevada
William John Winn, New Levels
Shirley Cordova, Kids Cove
Helen Anderson, Concerned Citizen
Dr. Jeff Gelford, UNLV
Anna Hopper, Variety Early Learning Center
Ruby Collins, Variety Early Learning Center
Brandie Heisel, Toddler Towne
Alisa Sigman, Toddler Towne
Nicole Ovesada, Safe House
Karen Garcia, Sunrise Children’s Foundation
Maria Santana, Sunrise Children’s Foundation
Larry Cry, Concerned Citizen (name may be incorrect – illegible)
Phil Irish, Creative Beginnings
Karen Best, Boys & Girl’s clubs of Las Vegas
Mayra Carpio, YMCA of Southern Nevada
Sonya Harris, Boys & Girl’s club of Las Vegas
Diba Hadi, UNLV
Bonnie Hart, Kids R Kids #4
Robin Tolkach, Cinderella Child Care
Maria Bonilla, Concerned Citizen
I. INTRODUCTION:
Mr. Gilliland opened the Public Workshop at 10:00 a.m. He then asked everyone to
sign in to ensure there is an accurate record of those in attendance. He explained this
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public workshop came about due to concerns expressed at the DWSS Board Meeting
and the Joint Legislative Money Committee hearing on the DWSS budget. He said the
Division is taking steps to enhance communication in southern Nevada with child care
providers. The Division is working to develop a quality/education model with UNLV. He
also stated the Child Care Advisory Committee is being resurrected within the next few
months. A steering committee has been formed to find a good cross-section of the
communities served. Mr. Gilliland said the Division is also working to reduce
administrative costs, in order to have more money for child care services. He explained
he would like input from everyone in attendance and all ideas will be considered. He
introduced staff and described their duties. Mr. Gilliland then asked all case-specific
questions be directed to Gary Stagliano after the meeting, since this meeting is to
garner general input on the Child Care Program. He introduced Ms. Rosaschi who
facilitated the workshop.
II. COMMENTS ON THE CHILD CARE PROGRAM:
Ms. Rosaschi explained she would like input from the audience. The steps for ideas
were reviewed, beginning with long term goals; intermediate goals; short term goals;
activities to reach the goals; measurement indicators by output; and input actions. She
then reviewed and explained the Nevada Child Care Logic Model handout by subject
and explained how each goal can be attained.
In response to a question from an audience member, Mr. Stagliano explained the
current purpose of care termination rules and discussed the possibility of a 45-day
window to continue child care assistance eligibility to help the family get back on their
feet. He also explained special consideration can be given on a case-by-case basis and
requests are to be submitted to Mr. Allen.
Ms. Rosaschi asked for long term program goals.
Mirabal Rodriguez asked for an update on the implementation of the Nevada Child Care
System (NCCS) and Mr. Allen explained the goal is for full implementation by April 1 st
and staff is currently testing the system. He explained it has many advantages and Mr.
Stagliano said the long term plan is to allow providers to balance the bills and send
them in themselves. The system is currently being tested to avoid any interruptions in
payments to the providers. The new system will allow the full array of statewide
provider rates to be included instead of just those subsidy providers who answer the
biennial questionnaire.
Nancy McDonald asked if the forms will change and about the new locations. Mr.
Stagliano said a letter listing all of the new locations has been sent to the providers in
Southern Nevada. Ms. McDonald commented she has yet to be paid for January and
Mr. Stagliano asked her to meet with him after this meeting to discuss her payment
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issue. She then asked if the United Way will still be payee and Mr. Stagliano replied
yes. In response to another question from an audience member, Mr. Stagliano said the
daily input feature is being tested and, once complete, will be available on an open
domain web-site which will allow access anytime and is a Nevada only system. He
explained there are about a dozen cases testing in the system and there were some
problems found. The problems are being fixed and he reiterated how the cross over to
the new system will not be complete until all the system’s problems are fixed.
Lolanda Bunch asked what locations are available to drop off their paperwork. Mr.
Stagliano explained there are currently three ways to drop off paperwork: the drop box
at the Washington Street Office; the office located at 701 North Rancho; and, a fax
number has also been made available. Karen Best commented she is having trouble
finding where applicants for child care assistance can go to apply for services. Mr.
Stagliano said they can use drop box at the Washington Street Office or submit the
paperwork to the District Office assigned to their particular ZIP code. Ms. Best’s
concern is parents are dropping off applications in several different locations and they
need one point of contact. Mr. Gilliland asked if the different eligibility locations is
causing problems for parents and Ms. Best said the applications funnel through to her
and then out to the different locations and she used to have one point of contact with
the Washington Street office, which is no longer an option. Margot Chappel suggested
adding “developing drop off and contact sites for delegate agencies” as a short term
goal.
Shyleen Meyers stated she has issues with current program and asked why the Advisory
Board was not started before now. Mr. Gilliland explained there was a Child Care
Advisory Board in the past and it was not a proper cross-section of all the different
communities and under-represented southern Nevada. He then explained the transition
from the West Washington Street office occurred, in part, due to the current economic
conditions. Unfortunately, the move was not clearly communicated to the community.
Ms. Meyers asked if the Advisory Board is just for those receiving or providing services
or for the community as a whole. Mr. Gilliland recognized the previous Board was not
an adequate representation of the community’s needs, he stated this Child Care
Advisory Board will need users and providers of the services. Unfortunately it would not
serve the community well to have everyone as a representative on the Board, but a
select group of people with a good cross section of the community. He said there is a
plan, subject to legislative approval, to transition the child care eligibility staff to DWSS
staff. The intent of this change is to take the employed staff & positions available and
move them into state positions so no one loses their job. Mr. Garcia met with the West
Washington office staff to discuss this issue with them. This move has been
transforming with input from the community. Ms. Rosaschi then added “Ensure the
communication plan includes employees, users of services and provider of services” to
short term goals.
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Debbie Sherwood gave an example of what has happened to a parent in her center;
they were given incorrect phone numbers and received no answer at correct phone
numbers given and was provided no location to drop off paperwork. She and the
parent got the run around from the staff who did answer the phone. Ms. Rosaschi
reminded the audience specific complaints, like this, should be brought to Mr.
Stagliano’s attention after the meeting. Mr. Gilliland said the hotline number is still in
effect and he thanked Ms. Sherwood for going above and beyond to help the parent
ensure their business was taken care of. He suggested giving applicants a phone list
of their specific workers and Ms. Rosaschi added “Develop fall back procedure when
existing process isn’t working” and “establish a referral date of eligibility other than the
date of referral to the provider” to the short term goals. Mr. Stagliano stated NEON
worker approvals can not being used in place of an eligibility certificate and he
reminded everyone payment will be issued for those with a certificate only. Ms.
Rosaschi then added “A NEON child care transitional period” to the long term goals.
Mr. Gilliland said there appears to be a gap between the NEON referral and the
certificate date. The transition period needs to be identified. Mr. Stagliano said issue
appears to be internal problem easily fixed.
Mr. Gilliland asked Mr. Stagliano if someone has a recommendation or policy/procedure
problem, what is the best place to forward their ideas. Mr. Stagliano said all
suggestions and ideas can be given to the hotline number. Jane Griffith stated she has
called hot line and has received no reply to date. A discussion about the child care
hotline number ensued and the number was given again. It is (775) 684-0574. Mr.
Gilliland said to contact his office at (775) 684-0504 if someone is frustrated with
system and has already worked through the hotline number.
Tonya Coover said her center is not on roster to have subsidy children in her center and
asked where to go to sign up. Mr. Stagliano stated to go to 701 North Rancho. It was
then asked what funding is currently available and if it will be cut later. Mr. Stagliano
replied funding is available for the subsidy categories not frozen and he will discuss the
specifics with those interested after the meeting. Maria Santana stated she is having
trouble with the application given to the provider and has had no contact with their
child care worker and asked if parents need to go in to an office now to submit their
paperwork and was asked to discuss it with Mr. Stagliano after the meeting.
Mr. Stagliano said “eligibility for delegate agencies” needs to be added to short term
goals. Karen Harvey, an overnight provider, said she was told one day equals one day
and now she states she has been told to record direct times to distinguish the number
of hours actually worked. She asked for the manual section about overnight care and
Mr. Allen said it is not currently addressed in the manual. Ms. Harvey stated she would
like to see it added to the manual. Mr. Stagliano said he would like more specific
information on her case and would like to meet with her after the meeting. Ms.
Rosaschi added “Add manual section regarding 24 hour care” to the short term goals.
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Ms. Best explained another situation about subsidy changes to the 20 – 30% subsidy
recipients and letters that went out confused and panicked the parents. Mr. Gilliland
said the letter was not supposed to go to the parents it did not apply to. He also
commented when the Nevada Child Care System is complete, letters will only be sent to
specific individuals and not a general mailing. He then asked what can be changed
during this transition period. Mr. Stagliano said staff tried to send the letters to only
those affected and was surprised to hear it was received by those not affected.
Gary Cooper stated it seems the Division is in the infancy stages of rolling out the
program, but they need to address all the questions posed. It appears no one is
prepared to handle each situation being addressed immediately and solve them quickly.
He also said many have parents with problems communicating. Mr. Cooper asked if the
organization is ready to roll with this type of thing? Mr. Gilliland asked if voice
communication and e-mail were answered timely. Mr. Cooper said they have had
problems with people not answering their phones and asked Mr. Stagliano, Mr. Garcia
and Mr. Allen to be on board to help the providers to successfully reach someone to
help them. Ms. Rosaschi then added “Ensure voice communication, along with e-mail
and voice mail responses, completed in a timely basis” to the short term goals. Mr.
Cooper said the short term goal is abstract and something needs to be done
immediately to ensure follow through by division staff. Mirabal Rodriguez commented
over 60 of her parent’s certificates expired in February 2009, she didn’t receive any
follow up contact for two weeks and had people who they were unsure if they were
receiving subsidy benefits. Mr. Stagliano said the quality control hotline number will be
up and running in the next day and asked Ms. Rodriguez to talk to him after the
meeting. Ms. Rosaschi added “Need QC line to check eligibility” to the list of goals. Mr.
Stagliano asked everyone to ensure their e-mail addresses on the sign in sheet.
Mr. Gilliland explained a hotline number, contact number for himself and an e-mail
address to communicate recommendations and thoughts. There will also be a quality
control number for an eligibility check and drop off site for both parents and providers.
These items will be addressed by the end of the week and e-mailed to those who have
listed their e-mail address on the sign in sheet.
Pam Meador said everyone affected is trying to be patient, but she would appreciate
more notification about these types of meetings and noted the billing drop off site
change notification was done overnight. In future, she suggested giving more
notification about a transition change. “More notice for changes and/or meetings” was
added to the goals list by Ms. Rosaschi. Mr. Gilliland explained this meeting came about
due to a legislative committee asking to have this meeting held as quickly as possible.
Ms. Allard explained the goal is to mail meeting notifications 45 days before the
meeting date. If the meeting is not reacting to urgent concerns. The meeting notices
will be sent a minimum of 30 days before the meeting date, unless there is an urgent
need.
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A member of the audience asked for the timeline of parents being approved for the
child care subsidy. They said they were told by worker they have 10 days to approve
an application, but a parent was told differently. The issue is, can someone just tell
them if contract good, pending or denied. Mr. Stagliano asked providers not to go on
verbal assurances about case approvals and noted some cases in the system need
secondary concurrence or may have eligibility problem. In this particular case, Mr.
Stagliano asked them to please see him after the meeting.
Yolanda Bunch states she has a problem with the special needs child care rate not
differing from the regular child rate. She asked why it is never addressed because it
needs to be changed. Mr. Stagliano said he is interested in this change and would like
to give it full consideration when the next rate change is reviewed.
Mr. Cooper reiterated his initial question of why parents and facilities were not notified
of the move in advance and appropriate training provided. He stated the people need
to know there won’t be any blockage in program benefits, there are still many
unanswered questions making folks jittery about the execution of the ideas that are
meant to benefit the populous. He noted if this meeting is to work to better the
program, all ideas need to be followed up on. Ms. Rosaschi suggested patience when
working through the issues and noted there are always contingencies staff will be
unable to foresee. Another audience member reiterated the current system is not
working properly, would to discuss the problems this move has made and noted the
providers do not have the kind of time to wait for their payment and wait even longer
for a system to be implemented. A discussion ensued regarding the system changes;
the position providers are placed in by accepting subsidy children; people who need
care the most getting benefits taken away when most needed; the need to provide
answers to give families hope and help; and, the direction providers need to move in
now. Several people vented their frustrations regarding the move from the West
Washington Street location, not receiving notification about the move and asked how
the Division will effectively implement the Child Care Advisory Board and their ideas.
Mr. Gilliland said he has identified three people to begin work on the advisory board.
Ms. Allard, Ms. Chappel and Ms. Rosaschi are set to begin drafting the charter for the
Advisory Board to ensure there is a proper combination of people to represent all of the
various community elements and people. He would like between seven and eleven
people on Child Care Advisory Board. He expects applications for the Board to be
mailed soon and hopes the Board will be meeting together by September 1, 2009. Mr.
Gilliland continued stating the past Child Care Advisory Board was severely under
represented in the south and believes their concerns were not properly addressed by
the Board. In response to a question about exactly who will be on the Advisory Board,
Mr. Gilliland said it is too early to decide that at this time.
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Mr. Gilliland then stated the discretionary subsidy was frozen due to the program’s
funding running out. All of the new discretionary cases are placed on the waiting list
and those in the 20 – 30% category also need the subsidy. There is some funding
available from the federal stimulus bill. He asked for ideas on how to best distribute
the funds to the community that needs it; does the additional funding go to the 20 –
30% or those on the waiting list; and, the best way to keep it sustainable. Mr. Gilliland
said it is not his intent to ever have anyone turned away for asking a question and
believes it is unacceptable not to answer questions. No one in the Division has received
notification to withhold information and the only way the Division finds out about
problems is if it is brought to their attention. He was advised all of the provider
payments for February and March were made. If a payment was not made, he urged
those affected to contact Mr. Stagliano as quickly as possible so it can be addressed
and fixed. Staff is working on weekends to ensure the paperwork is processed timely
so checks continue to be issued to the providers. He asked those with specific concerns
to speak with Mr. Stagliano after the meeting to ensure their issues are heard and
addressed.
Ms. Sherwood stated her main concern is if there are no children in the day care
centers, where do they go? She explained September a long way away and half of her
families are on the subsidy wait lists. She wants to know when those on the wait list
will be addressed. Mr. Gilliland explained even with the stimulus funding, the wait list
cannot be completely eliminated. The Division is considering reversing 20 – 30%
subsidy or addressing the waiting list and he hopes to reach a decision over the next
few weeks. He explained the children with the higher subsidy, on the waiting list, will
probably be taken care of first and then staff will work down the list. He also explained
45 day continuity of service for those who lose employment, said the policy is being
drafted and will be issued soon. He is focused on serving all families possible with the
available funding.
Mirabal Rodriguez said most providers have contracted slots with UNLV and those are
children who only attend one day, but UNLV is paid for the whole month. She asked
why not take those slots away and provide them for those who need the spots more.
Mr. Stagliano explained how the contracted slots work and the fact the facility must
certify they will always have a slot open for these children.
Ms. Chappel said she heard the disconnect between providers and the Division. Fixing
the disconnect is slated to be one of the goals of the Advisory Board, along with the
issues providers are facing with the economic downturn. She said she is not sure how
to help, but she suggested using associations to connect with the Advisory Board and
then from the Advisory Board to DWSS. Ms. Chappel suggested the providers form an
interim group to address issues before the Advisory Board is formed and provided her
contact information. She also suggested an evening meeting to discuss a partnership
between the providers and DWSS to ensure providers and families are successful. A
discussion ensued about the disconnect, lack of communication and how difficult it is to
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understand what the different providers go through with families. Ms. Rodriguez
commented the providers usually end up being the bad guy and would like the current
Southern Nevada Child Care Association to have a representative on the Child Care
Advisory Board.
Mr. Cooper asked Mr. Gilliland how long he has been the Administrator of the Division
and Mr. Gilliland replied four months. Mr. Cooper then asked the providers to consider
Mr. Gilliland has been tossed into the mix and he is trying to clean up the program. If
this is going to work, the providers and DWSS need know each other’s issues. The two
are clashing because of a communication disconnect. The providers want the system
fixed and ready go now and the Division is working to figure out how to fund the
program and help families. He believes both entities have been given an ill conceived
plan and would like to know how to get all of the parties on board to help providers and
families quickly. He said he believes the providers need direct numbers to the eligibility
workers for the program to answer their daily questions. Mr. Gilliland explained the
same staff is providing services, just in different locations. Mr. Cooper commented the
Division started the move last minute and had ill conceived plans for the Program.
Mr. Gilliland said the Child Care Program staff are at different locations, but still
providing services with the same methodologies as before. Everyone must work
together through the transition period to meet the needs of the children and providers.
There are also fundamental issues with child care that need to be addressed over the
long term. A request for contact numbers for staff moved from Washington Street was
made. Mr. Stagliano stated the operational information is the same, only the location of
staff has been moved. A letter was sent out on March 11, 2009 and some West
Washington staff moved that weekend. The letter is available for attendees. The
phone numbers for the provider services staff are also available on the informational
sheet. The providers also asked for the numbers for the workers at all of the different
offices and Mr. Stagliano said numbers will be published so the providers can contact
their regular contact person. Mr. Gilliland clarified provider services are now located at
701 North Rancho and the eligibility workers are distributed by ZIP code in located in
the different DWSS offices. Anna Hopper asked where the providers will go for training
and Mr. Gilliland replied the training schedule will be distributed soon with several
months of training opportunities at multiple locations.
Because most of the moves were done over weekend, some files may have been
misplaced and the providers not paid because their file could not immediately be found.
An audience member stated they are frustrated with the way the move was done and
realizes it will work itself out. They then asked if Try-Angles and Substitute Teachers
Programs will continue to be available. Mr. Gilliland stated that no programs for
providers are being discontinued. Try-Angles will continue at the West Washington
Street Office and the Caregiver Support Training will take place at the Division’s
Southern Professional Development Center (SPDC).
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Ms. Rosaschi asked if all the areas of input had been discussed. There are many ideas
on the boards. She asked if there were any more ideas to include. John Connelly said
a short term goal is to put the program back together again. He said the providers did
not have any problems until the Division started moving the program around. He
stated he spoke to Assemblyman Arberry, told him the move was made prematurely
and without authorization. Assemblyman Arberry told him he will look at the issue
closely. However, changes will not happen until June, as the legislature will have to
approve changes. Mr. Gilliland said whether or not the staff transfer is approved by the
legislature, the move would still have happened. The move is being done for economic
reasons. The contract was for UNLV to provide employment services to DWSS for the
Child Care Program. Mr. Connelly said he believes the efficiency rate at UNLV is over
90% and will fall due to these moves. Mr. Gilliland reiterated nothing has changed over
the last few years about how direction is received from UNLV and the Division. He
offered to continue to discuss this issue with Mr. Connelly after the meeting.
Ms. Rodriguez asked since classes will continue at the West Washington Office, who will
pay for the building and where the funding come from. Mr. Gilliland replied the state is
leasing the building from UNLV and the state will only lease the portion of the building
used for educational purposes. The landlord can make the rest of the building available
for anyone who has a need for the lease.
Ms. Sherwood asked since there is a budget shortfall, are subsidies being paid and
distributed to unlicensed facilities being considered for cuts. Mr. Gilliland replied if there
are recommendations on how to modify current rate structure, it should be addressed
by the Advisory Board. Mr. Stagliano said including unlicensed facilities gives parents
the freedom of choice to choose their providers. There are specific guidelines for
unlicensed providers to follow in order to receive subsidy payments. Ms. Chappel
added there is a federal mandate which gives parents their choice of providers and in
order to get the federal funding, the state must follow the federal mandates.
In response to a question about the availability of a list of different facilities to call the
caseworkers, Mr. Stagliano replied he will try to have it completed in the next few days
along with ZIP codes for each office and the phone numbers for the eligibility workers.
Ms. Myers commented the Division is assuming the parents work in the same area they
live and asked if a family has the need to become eligible for the program, shouldn’t
they be able to access the most convenient location. Mr. Gilliland agreed and said it
was a good idea and it was added to the short term goals. Ms. Myers suggested the
same for classes.
Mr. Irish stated it is a difficult climate to be in at the moment and he appreciates the
fact DWSS is doing the best job possible with what has been given to work with. He
said DWSS has to make some difficult choices and believes this is a sincere effort to
address the concerns of the providers and the community.
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Ms. Rodriguez asked for another meeting in about two months and it was suggested to
hold it in the evening. Ms. Chappel suggested having the meeting in May. Mr. Gilliland
stated by holding the meeting in May, he is confident the Child Care Advisory
Committee structure will be complete. Ms. Chappel agreed. The consensus is to hold
evening meeting in May in Las Vegas. Mr. Gilliland stated he will be sure to attend.
Mr. Gilliland thanked to audience for their participation. Everyone made the meeting
better by sharing their ideas and plans for the future. He hopes to get more input from
the community about the program at the next meeting.
Hearing no further comments, Mr. Gilliland thanked those in attendance for their
comments, suggestions and participation. He closed the public workshop at 12:15 p.m.
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