Welcome (8:30 – 8:45) (Bob Downing, BCM)

2. QUALITY ASSURANCE TRAINING AGENDASeptember 5, 2001 8:30 – 4:30 DHS, Room 304120 N. 200 W., Salt Lake City • Welcome (8:30 – 8:45) (Bob Downing, BCM) • BCM/QA Monitoring Plans & Forms (8:45 – 9:15) (Scott Kline and Bob Downing, BCM) • Corrective Action (9:15 – 10:15) (Stephanie Castro, BCM) • Break (10:15 – 10:30) •  Performance Outcomes & Measures (10:30 – 12:00) (Kelly Colopy, EDO) • Lunch (12:00 – 1:00) • Fiscal Accountability & Trust Accounts (1:00 – 2:30) (Tom Obray, Rich Salstrom, and Monica Fisher, BIRA) • Break (2:30 – 2:45) • Licensing Responsibilities & Client Wellness (2:45 – 3:45) (Reta Oram and Alan Hayward, Licensing) • Break/Room Change (224-228) (3:45 – 4:00) • Information Systems (4:00 – 4:30) (Leonard Johnson, OT and Bob Downing, BCM)

3. Bureau of Contract Management • Contract Unit • Procurement • Rate Setting Unit • Quality Assurance Unit

4. BCM Recent Activity • Web Page (www.hsofo.state.ut.us/contracts.htm) • Manuals, Forms, Presentations, Contract Boiler Plates, Rate Book • Restructure BCM • QA Coordinating Committee • New Rate Manual • Information System Development

6. QualityAssurance Unit • Contract monitoring plans • Quality improvement data collection • Corrective action clearinghouse • Monitoring validation

7. Contract Monitoring Role (4 major goals) • Ensure quality services are provided • Clear definition of performance measures and expectations • Ensure objectivity and independence • Eliminate actual or potential conflicts of interest • Ensure public funds are used appropriately • Provide Department-level leadership and oversight • Definition, coordination, technical assistance

8. Definition of Quality Assurance • Is the service valuable? • Impact and outcomes • Did we get what we paid for? • Appropriate costs • Services were delivered • Accurate billing and payments • Just the Way it is Stuff! • Laws, regulations, etc.

9. Division Monitoring Responsibilities • Development of an internal structure facilitating objective review • Development of an overall plan and strategy for monitoring • Generate tools for effectively assessing performance • Summarize and disseminate monitoring results to appropriate stakeholders

10. Annual MonitoringPlans • Organizational structure • Agency monitoring activities and tools • Annual monitoring schedule • Corrective action procedures • Grievance procedure

11. Agency MonitoringActivities and Tools • Program/Service requirements • Client wellness • Objective based performance measures (client and program) • Fiscal accountability • Federal assurances & standard terms • Additional requirements

12. Annual Monitoring Schedule • Review date(s) • Provider name • Contract Number • Federal Tax ID • Contract review type • Staff responsible for review • Monitoring status updates

13. CorrectiveAction • Corrective action is the process of removing the “gap” between required performance and actual performance.

14. GrievanceProcedures • Contractor complaints concerning DHS agencies • Client complaints concerning the contractor • Outside complaints concerning the contractor

15. ReportingRequirements • Agency Requirements • Monitoring Review Summary • Corrective Action plans and reports • BCM Reports • Quarterly and annual summaries of monitoring activities and corrective action