1018-2          MANAGEMENT RESOURCES AND REPORTS

1018-2 A.      ENSURING PROGRAM SUCCESS

Work Services case managers will ensure the success of the program, the staff, and DPADivision of Public Assistance clients by demonstrating the following:

• Timely completion and submission of all required reports listed in MS 1015.
• Internal Quality Assurance

1. Monthly File Reviews
2. A member of the WSPWork Services Providers management team who is familiar with and responsible for the quality of Work Services delivery and will conduct reviews on a random selection of ten percent of the caseload. Program managers may use their discretion to determine how to identify cases to be reviewed.
3. The results of the review must be tracked, and corrective action must be taken within ten business days on cases in which issues are identified.
4. Work Services providers are encouraged to follow the standards set by the Contracted Services Quality Assessment Reviews found at http://dpaweb.hss.state.ak.us/files/pdfs/SPMonitorGuide1204.pdf.

1018-2 B.      DATA QUALITY ASSURANCE

The WSPWork Services Provider is responsible for the accuracy and timeliness of data entered by staff or subcontractors responsible for data entry. The WSPWork Services Provider will develop procedures to monitor and assess the quality of data entered by contract staff into the Division's Case Management System (CMS). Prior to submitting the monthly invoice, WSPWork Services Providers shall conduct an internal monitoring of all work activities for clients who are part of the monthly performance sample provided by DPADivision of Public Assistance Research and Analysis. This internal monitoring shall detail any errors and corrective actions made by WSPWork Services Provider to ensure data integrity. A copy of this internal monitoring shall be made available to DPADivision of Public Assistance upon request.

Using feedback from DPADivision of Public Assistance's Research and Analysis team, DPADivision of Public Assistance will provide WSPWork Services Providers with monthly reports that identify any case data inconsistencies and discrepancies that appear error prone. The WSPWork Services Provider has ten working days from the date the inconsistencies and discrepancies report is received to provide a written response to WSTA@alaska.gov.

Issues and problems affecting the accurate and timely entry of data into CMSCase Management System outside of the WSPWork Services Providers span of control must be reported to WSTA@alaska.gov within 24 hours. At a minimum, the WSPWork Services Providers report will provide:

• Date and time of problem;
• Client ID number; and,
• A brief description of the problem including the action being taken at the time the problem occurred. In addition, the WSPWork Services Provider will keep a log detailing the date and duration of any instance when CMSCase Management System is unavailable for use by case managers and lack of access has occurred without prior notice from the Division. The Division will have access to this log in order to identify the source of problems affecting the use of CMSCase Management System.

1018-2 C.      CONTRACTED SERVICES QUALITY ASSESSMENT MONITORING

As part of the quality assurance requirements, WSPWork Services Providers must participate in program monitoring reviews conducted by DPADivision of Public Assistance. Participation includes, but is not limited to, providing case files, coordinating and making available key personnel for interviews, responding to monitoring review, and providing corrective action plans within ten days of delivery of the monitor report.

Results of quality assurance efforts and WSPWork Services Provider monitoring, as well as success in meeting the contract goals and anticipated outcomes, will be considered when determining whether a contract is renewed in each subsequent year. See http://dpaweb.hss.state.ak.us/files/pdfs/SPMonitorGuide1204/pdf for additional information.

1018-2 D.      CLIENT CONCERNS AND COMPLAINTS

Respond to all client concerns and complaints.

This will be demonstrated by:

1. Returning client calls to staff or management according to documented internal procedures;
2. Resolving client calls or concerns at the lowest level possible. Clearly document client communication in CLNOClient Notess;
3. Forwarding clients with unresolved concerns to the DPADivision of Public Assistance Work Services Technical Assistance team at WSTA@alaska.gov. The WSTAWork Services Technical Assistance team will review the circumstances and respond to the client and WSPWork Services Provider with recommendations. These recommendations will be implemented within 24 hours of distribution; and,
4. Participating in inquiries through the DPADivision of Public Assistance Director's office, the Commissioner's office, Constituents Relations, the Legislature, Ombudsman's office, etc.

1018-2 E.      COMMUNITY PARTNERS

Establish and maintain positive relationships with community partners to assist with the appropriate access to resources. Encourage staff to seek and participate in opportunities for cross-agency training and communication.

1018-2 F.      COMMUNICATION WITH DPADivision of Public Assistance STAFF

Maintain communication with DPADivision of Public Assistance staff to include:

• Child Care Program Office (CCPO) at CCPO@alaska.gov or dpaccp@alaska.gov
• CSQAContracted Services Quality Assurance at dpa.CSQA@alaska.gov
• Operations Support at dpadost@alaska.gov
• Fraud at fraud_allegations@alaska.gov
• Policy at dpapolicy@alaska.gov
• Staff Development and Training (SD&T) at dpatraining@alaska.gov
• Systems Operations at eishelp@alaska.gov
• Research and Analysis at hss.dparesearch@alaska.gov
• Copy all communications to Work Services Technical Assistance at WSTA@alaska.gov

1018-2 G.      SUBPOENAS AND COURT ORDERS

Respond to subpoenas and court orders in accordance with DPADivision of Public Assistance expectations, see Admin MS 100-3 E.

1018-2 H.      EMERGENCY SITUATIONS

Ensure responses to emergency situations (an unforeseen situation that threatens your employees, customers, or the public; disrupts or shuts down your operations or causes physical or environmental damage) are addressed within a timely manner as defined by the WSPWork Services Providers internal procedures.

Some examples of emergencies include:

• Natural disaster
• Hostile clients
• Medical emergency
• Fire/water or safety issue in the building
• Reports of harm

1018-2 I.      REPORTS OF CHANGE

Assist in reports of change by faxing them to the assigned office for processing.