Quality Assurance/Training

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Quality Assurance team members provide quality assurance support to all programs throughout the agency.  A team approach to program support has yielded a 90% or better accuracy rate in all Family Economic Independence (FEI) program areas and achieved excellent monitoring results by the State. 


An electronic quality control tool is used in our Family Economic Independence (FEI) programs.  The automated quality control tools streamline the record review process by capturing and aggregating record review results electronically.  Automated reports are available to supervisors, Program Managers and the Quality Assurance unit.


QA staff in the Child Welfare and Adult Service areas utilizes record review tools that incorporate quality elements from the state, Medicaid and other regulatory entities. 


Contract Monitoring


The Quality Assurance and Training team is responsible for monitoring contracts annually on behalf of the agency.  Contract Monitors meet with the contractor on a quarterly basis to review the contract and ensure the deliverables are being met.  An internal monitoring process is also utilized to ensure that DCDSS is also providing the support necessary to the contractor to enable them to meet their contract deliverables.



Team members provide training for their assigned programs.  The focus of training DSS staff members is on preparing them to perform their job duties.  Topics in each division vary according to the needs of the programs and include handling a case from intake through case closure.  Trainers are responsible for being familiar with policies and procedures as established by State Statute, Federal regulation, Medicaid policy and other regulatory entities.  This knowledge is integrated into the training materials and trainees are tested on their understanding and application of the policies. 


A component of the training process is to mentor the trainees.   The Quality Assurance team members share the responsibility of mentoring trainees with the Trainers to ensure a well-rounded approach to supporting the program.