CHILDREN AND FAMILY SERVICES
POLICY AND PROCEDURE MANUAL
JULY 2008
SECTION 8000
PERFORMANCE IMPROVEMENT
8200 Professional Judgment Resolution
8300 Service Quality Resolution
Performance management is a systematic and state-wide approach to designing, measuring, assessing, and continuously improving the quality and effectiveness of services.
Performance management processes include:
A. Assurance of quality of services.
B. Management of grants and contracts including Child Welfare Community Based Services contracts is accomplished through:
C. Stakeholder Meetings:
Meetings are organized at the statewide and community level to involve customers and stakeholders in discussions about the delivery of Child Welfare services.
D. Management of CFS Information Systems:
Primary systems used for performance management include FACTS, KIDS and SCRIPTS.
8200 Professional Judgment Resolution
It is understood that professional disagreements which arise between CWCBS Providers and SRS staff must be resolved at the level at which they arise by respectful and open communication. The Regional Contract Specialist is available to provide contract clarification and assist with problem solving.
The resolution process is a management tool that can and should be used frequently to work out issues quickly and appropriately. Only when the informal process cannot resolve an issue should the formal process be initiated.
The informal process stresses immediate and ongoing communication: telephone call and e-mail are important elements of this type of process. If staff are unable to resolve their concerns, supervisory staff shall become involved. If the SRS supervisor and CWCBS Provider supervisor cannot agree, they shall discuss the issues with the Regional CFS Program Administrator and the Provider Program Director. If consensus cannot be reached, the issue shall be pursued through the formal process.
The formal process may involve three levels of resolution and requires written reports of the specific issues needing resolution.
First Level: If not resolved through the informal process, both SRS and Provider supervisors present the following written documentation to the CFS Program Administrator and the Provider Program Director.
Second Level: If the dispute is not resolved at the first level, the written documentation cited above will be sent to the Regional Director (or designee) and the Provider’s CEO (or designee) for review and resolution.
Third Level: If not resolved at the second level, the SRS Regional Director (or designee) and the Provider's CEO (or designee) will forward one copy of the written documentation cited above to the attention of the Director of Children and Family Services (CFS) for review and resolution.
At each level, there is a maximum limit of five working days for written response. If the situation necessitates a shorter period of time in which to make a decision, the time period shall be adjusted accordingly.
Contract Performance
SRS works in partnership to support continuous improvement, service quality, and compliance with contract, state and federal requirements. If an issue that is systemic or related to outcomes performance needs resolution, SRS shall engage the following:
SRS Regions are responsible for determining when concerns related to contract compliance have risen to a level that merits a directed, formulated approach to resolution. Regions will notify the affected CWCBS Provider of this determination. Both the SRS Region and Provider must reach consensus about the concern before proceeding to the next step. Every effort shall be made by the SRS Region to work with the Provider to identify barriers that may exist to cause the concern and identify the appropriate resources that may be available to address it.
B. Documentation
Documentation is essential throughout this process and will be maintained in the Regional Contract Management file. Documentation would include the following:
C. Consultation and Technical Assistance
Once consensus is reached, the SRS Region may determine that focused consultation and technical assistance is warranted.
CFS Central Office is available for policy or regulatory information that may be relevant to the concern.
D. Local Action Plan
The SRS Regional Office may request the CWCBS Provider to prepare a written Local Action Plan. The Local Action Plan is a tool for identifying the problem and the measures to be taken to correct it. It serves as a written agreement between the regional office and the provider. It should reflect both entities’ understanding of the concern. The Plan will identify the problem and the desired outcome. The Plan must include specific actions, the staff responsible for the actions, and the time frame in which the actions will be completed. The SRS Region may provide assistance in developing the plan. The plan will be approved and signed by the SRS Region and the Provider, and maintained in the SRS Regional office contract management file.
Monitoring the Local Action Plan is the responsibility of the SRS Region. Periodic updates of the provider's progress toward completion of the Plan will be maintained in the Regional file.
Upon successful completion of the Local Action Plan, written notice shall be sent to the CWCBS provider. Should the provider fail to satisfactorily complete the Plan within the time frame previously agreed upon, the Region will notify the provider and Central Office. If it is determined that the concern cannot be resolved through any other means, the SRS Region will move to a structured process as set out in the CWCBS Provider contract.