Compliance Specialist 2 (CS2) and Compliance Specialist 3 (CS3) staff complete structured scorecard reviews on assigned claims — using approved procedures and data from the Frances system.
A quality assurance process that monitored customer care phone interactions was retired when the current compliance reviews launched. This work was absorbed into customer care's own internal review processes.
The old system flagged that an error occurred — but not which type. V3 identifies exactly what went wrong, enabling targeted coaching, policy feedback, and meaningful trend analysis.
Previous reviews checked process adherence but did not verify decisions against Oregon Administrative Rules or Oregon Revised Statutes. V3 adds that verification layer directly into every review.
Self-employed claimants, Designated Representative interactions, the Appeals process, and Assistance Grant applications were not reviewed under the prior framework. V3 covers all of them.
The claims assignment process relied on Microsoft Excel pushed beyond its functional capacity. Because reviews were tied to Issue IDs rather than Claims, the Assigner could not be properly configured in the program's management platform — creating workflow instability.
V3 is not an update — it's a rebuild. We moved from checking "was the decision correct?" to verifying decisions against the specific Oregon laws and rules that govern every step of the process.
80+ questions anchored directly to Oregon Administrative Rules (OAR) and Oregon Revised Statutes (ORS)
Built in Smartsheets and the AI-powered Compliance Hub. All tools have been tested by CS3 staff during the familiarization phase and are confirmed ready for CS2 training.
