Performance Review Protocols
As communicated in the UCS RFP/Contract that commenced 1/1/09, district offices are to review performance of contract providers on at least a semi-annual basis. The review may be done in a face-to-face meeting with a provider, electronically, or over the phone. The review needs to be documented utilizing the Performance Review Report form. A copy of the completed form should be provided to the contractor and a copy should be placed in the office contract file. The Reviews may be done by the District Office Manager or their designees.
As part of the performance review, district offices will have access to standardized reports generated by ACCES-VR Central Office, which will provide data on contract utilization and the established performance indicators. Utilization (percentages) will be by total contract not necessarily by individual office allocations. The report will provide information by office on authorizations and vouchering of services within the total contract. Utilization is an important part of the performance review and should be noted on the Performance Review form.
The report provided by ACCES-VR Central Office will also include data on the established performance indicators. For some services ie; services to groups and entry services, data is not consistently available. For Orientations and Community Benefits the review, in addition to the report forms and surveys, should include unannounced visits by designated staff to assure effectiveness and accessibility. Entry services 118x and 117x are not tracked by the data system due to difference in office practices. However, the standard is consistent (45 days). The report forms for this service requires first date of contact…….the provider should keep on going data that will provide an average length of time for the service to be delivered. This should be reviewed at the performance review.
The lead office should conduct the review. The lead office is determined by the providers address. Metropolitan areas offices should agree on which office has the lead in conducting the reviews and share appropriate information with other offices to effectively conduct the review process.
Many of the performance indicators do not address quality of the service. Issues of quality and appropriateness of the service need to be addressed by the district offices as is presently the case. Quality issues should also be documented in the semi-annual review. Depending on performance, additional reviews may be necessary to assure appropriate corrective actions have taken place. These additional reviews must be documented with the Performance Review form and shared with the provider with a copy to the district office contract file.
t is important that we seek signatures of the appropriate provider personnel to document the findings and understanding of the reviews results and any corrective action. It is critically important that this be done with providers that have less then satisfactory reviews.