LIHU‘E — Try to put yourself in Janice Shitanaka’s shoes. As the Kaua‘i section administrator in the state Department of Human Services Benefit, Employment and Support Services Division, on Monday she had the unenviable task of hand-delivering letters of layoff
LIHU‘E — Try to put yourself in Janice Shitanaka’s shoes.
As the Kaua‘i section administrator in the state Department of Human Services Benefit, Employment and Support Services Division, on Monday she had the unenviable task of hand-delivering letters of layoff to 22 of her co-workers.
A 23rd letter had her name on it.
Before she was even able to distribute those letters to co-workers whom over the years have become good friends, those affected workers were hearing radio reports about the DHS reorganization resulting in the cutting of over 200 jobs and closure of over 30 offices statewide, including the three Kaua‘i income maintenance offices (that handle the SNAP, or Supplemental Nutrition Assistance Program, formerly known as food stamps) and the MedQuest program providing health insurance for low-income residents, she said.
Shitanaka in a telephone interview said she doesn’t have another job lined up yet, and will take her chances with the RIF (reduction in force) process that might see her “bump” or replace a friend and co-worker with fewer years of seniority and be placed in a position she knows little about.
“It’s (a) domino effect,” with higher-seniority workers allowed to bump workers with less seniority regardless of that higher-seniority employee’s immediate ability to do the job of the person she has bumped, she said.
The bumped employee could then use her seniority to bump another co-worker with lesser seniority, and so on.
This scenario was put into play once earlier, late last year, involving a first round of DHS layoffs, or RIFs, aimed at lowering the cost of delivering DHS services to the needy public in order to help balance the state budget.
“It’s done,” Shitanaka said of the first round of RIFs and bumping.
The closure of the four offices on Kaua‘i is going to mean that those needing to apply or re-apply for financial and other benefits will have to do so via telephone or computer.
“You gonna lose that human element, and that’s part of the job that you feel you do a great day’s work,” helping others, she said.
The face-to-face contact, looking people in the eye, will be lost, she said. “They’re caring people. They’re caring human beings,” she said of her DHS co-workers.
The layoff letters indicate a last day of work as June 30.
“We must move forward as quickly as possible,” DHS Director Lillian Koller said Monday.
“The needs of our customers are great, and we cannot fail in our obligations to provide them with health care, food and other necessities in a timely and efficient manner.”
The plan will significantly improve customer service for the most vulnerable children and adults in Hawai‘i, while saving taxpayers an estimated $8 million a year, state officials said.
The functions of the 31 targeted offices statewide (including the four on Kaua‘i) will be consolidated into two new processing centers, which are to be in operation in Honolulu and Hilo by Oct. 1.
The department said people would still be able to get help at its offices, community clinics and private social-service agencies.
The introduction of modern processing methods will mean the department won’t need its current staff to handle the workload, the officials said.
“We wish it was not necessary to lay off any of our employees, but we cannot expect taxpayers to continue supporting our current eligibility processing system that is disbursed throughout 31 different offices,” Koller said.
“The current system is antiquated, inefficient, labor-intensive, costly and slow,” she said. “And modernizing the system will be better for our customers.”
Among other things, upgrading the system will mean people will have the opportunity to apply for all benefits online or by phone, which isn’t available now, the department said.
Also, said DHS Public Information Officer Toni Schwartz, Hawai‘i continuing to fall behind in processing new applications puts federal funding at risk.
In 2008, the rate of completion of new applications within 30 days of application was around 90 percent, and it has fallen to around 83 percent currently, said Schwartz.
If it falls into the 70s, the department will be penalized by federal officials, Schwartz said.
“We needed to find a solution to the backlog, and had to do it quickly,” said Schwartz.
“Our workers are doing the best they can,” but the down economy meant many, many more people were applying for benefits, and DHS workers simply couldn’t keep up, Schwartz said.
Shitanaka, other DHS employees and beneficiaries all worry about lack of access for clients.
“It’s the recipients who will suffer. It will be a great disservice to the public,” said Shitanaka.
“People can have face-to-face time if they want to,” but it will be via video conferencing at DHS offices on Kaua‘i that will remain open, said Schwartz.
In fact, federal officials suggest using modern telecommunications to bridge distance gaps and promote efficiency.
All states are looking at ways to reduce costs, and Hawai‘i is seeking efficiencies without cutting benefits, as many states including California have already done, said Schwartz.
“With this new paradigm, which is used effectively in other states, DHS will unfortunately reduce its staff by 228 employees,” said Lingle in her weekly radio address Thursday.
“Laying off state employees is the most difficult part of my job as governor, but we cannot expect you, Hawai‘i’s taxpayers, to continue to support an antiquated system which can be updated to provide more efficient and convenient access to necessary benefits,” said Lingle.
A bill in the state Legislature would delay implementation of the DHS reorganization until a task force has been established to ensure an orderly transition.
Many DHS workers and supporters statewide rallied Thursday afternoon in support of that legislation and against the layoffs and office closures, with the Kaua‘i rally along Kaumuali‘i Highway near the Dynasty Court building that includes the offices of some DHS agencies.
The idea, said Shitanaka, is to pass the legislation and send it to Lingle early enough for her to veto it and allow time for the Legislature to override that veto, should the measure pass.
Among other concerns, Shitanaka said there is a federal mandate to provide SNAP benefits to qualified individuals and families in a timely manner.
Whether or not that can be done under the reorganized DHS is not yet known.
Shitanaka also questioned why Koller, who may be replaced in a few months if a Democratic governor is elected to replace Lingle, when she commented on DHS inefficiencies nearly eight years ago when she was first appointed, didn’t act to correct those deficiencies until now.
Over those same years, DHS workers were able to efficiently use federal funds for low-income clients, and even had surplus federal funds go into the state general fund for other uses, Shitanaka said.
• Paul C. Curtis, staff writer, can be reached at 245-3681 (ext. 224) or pcurtis@kauaipubco.com.
