Call volume for each of the first nine months of 2018 was down from the corresponding month in 2017. This low volume combined with ample staffing levels at Maximus to result in prompt answer times for callers. Maximus met its targets for every month from February through October.
This experience changed in November as Maximus struggled to retain the staff needed to meet staffing level targets. Combined with DVHA's success in encouraging members and Open Enrollment's call volumes, the result was long waits and missed service levels in November and December.
On the positive side, there was a decrease in the percentage of calls that Maximus was unable to assist and needed to escalate to DVHA. Only 5% of December 2018 calls had to be transferred to DVHA’s Eligibility and Enrollment staff, down from 6% in both November 2018 and December 2017. This figure would have been even lower if its transfers were limited to calls that didn't need to be escalated. Instead DVHA took additional calls during high volume times in order to alleviate Vermonters' wait times.