Investigating Systemic Cases in the Pandemic; Lessons Learned

This presentation focuses on the processes and procedures learned by Ohio's Dispute Resolution team that arose from the COVID 19 Pandemic. Specifically, Ohio saw a 50% increase in systemic state complaints, despite a significant decrease of the total number of complaints. The complexity and size of the complaints were larger than "normal" systemic complaints the team previously investigated. However, Ohio learned some valuable lessons from investigation to corrective action that ultimately produced a more efficient process, which conserved the energy of the complaint team to preserve the quality of the investigation.