Jeffrey MoreiraFamily Services Manager

Crystal Stairs, Inc.

Staff must be made aware of performance requirements via trainings and Individual Performance Plans (IPP)

IPP should point staff to performance metrics

Staff evaluations must be in line with performance metrics

Staff evaluations bases on yearly performance metric data

Metric data is gathered by:Compliance Reviews (Quality

Assurance Unit) Internal Reviews (Supervisors)Reports

Reviews are conducted by the Quality Assurance Unit and mirror APMU auditResults are reported to management on a quarterly basisError Rate Rating System:

Error Rate Evaluation Rating

0% 5

1 – 5% 4

6 – 10% 3

11 – 20% 2

20% and above 1

April‐June 2012 Error Rate (Feb 2012 payments reviewed)

Total paid in sample $25,714.00

Total error $188.75

Error rate  0.73%

Review Section Sample # of Errors Error % Compliance %

A. 9600 Application 58 9 15% 85%

B. 9600A Form 58 2 3% 97%

C. Eligibility Section 58 15 26% 74%

D. Need Section 58 4 7% 93%

E. Required Forms/Policy 58 8 14% 86%

F. NOA Section 58 5 9% 91%

G. Child Care Schedule 58 10 17% 73%

Reviews are conducted by the APP SupervisorsReviews target case management department needs (also based on result of Compliance review)

Results are reported to management on a monthly basisCompliance Rating System:

Compliance Level Evaluation Rating100% 5

90 – 99% 4

80 – 89% 3

70 – 79% 2

60 – 69% 1

CDE SUP FILE REVIEW SUMMARY

Team Compliance

AA 97%

AK 81%

CC 84%

RG 87%

RT 89%

Item Average 88%

SUPERVISORS FILE REVIEWSUP'S NAME: RGDATE: 4/27/12

Specialist EfficiencySpecialist: G. A Date

Fam ID#

Parent A 4/5/12 67520Parent B 4/5/12 65599

Performance % 88%

Specialist: J. TParent A 4/6/12 83298Parent B 4/6/12 52157

Performance % 82%

Specialist: R. FParent A 4/6/12 87663Parent B 4/13/12 79121

Performance % 77%

Specialist: S. NParent A 4/6/12 66547Parent B 4/9/12 54715

Performance % 81%

Enrollments ReportLate Recert ReportCustomer Service Report

Flexible bases on need of the departmentAcceptable metric: 25 enrollments : 1 Enrollment Specialist (Define Enrollments)

CDE - Enrollment Staff

Enrollments # Specialists  # PAs Total Line Staff # Supervisors Total Enrollment 

Staff300 12 5 17 2 19275 11 5 16 2 18250 10 4 14 2 16225 9 4 13 2 15200 8 4 12 1 13175 7 3 10 1 11150 6 3 9 1 10125 5 3 8 1 9100 4 2 6 1 775 3 2 5 1 650 2 1 3 0 325 1 1 2 0 2

Ratios

25 Enrollments : 1 Enrollment Specialist75 Enrollments : 1 Program Assistant

8 Line Staff : 1 SupervisorNote: Enrollment team needs at minimum one PA 

for help with outreach

95113

126107

90 10075

167 155142

162

109 113

154167

145 148 141127 127

5146

4873

84 74

53

5257 79

107

80 68

97 7083

115106

72 80146159

174 180 174 174

128

219 212221

269

189181

251237

228

263247

199207

0

50

100

150

200

250

300

Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12

CDE Total Enrollments (Families)

Enrollment Team (Certifications) CDETU

Recert data tracked by the APP SupervisorsResults are reported to management on a monthly basisCompliance Rating System:

Compliance Level Evaluation Rating100% 5

99% 4

98% 3

96 – 97% 2

95% and below 1

mily D

Family Name Local Key On Appeal

Send NOA

Appt Date

Last Appt Status

App Category Complete Date

Recertification Date

Days Of Recert

Program

Sepcialist Sign Date Case Status

Comments

174a B17V867 No 04/08/12 04/16/12 04/28/12 12C3AP Blanca DeLeon 04/01/12 Active

609WHEELER, ANNETTE SCCF7B1 No 03/23/12 03/08/12 Attended Recert 2nd Apt -

CDE 04/06/12 04/12/12 6CAPP Ani Babayan 02/01/12 Active

686JETT, JENISE No 02/25/12 02/14/12 Attended Recert 2nd Apt -CDE 02/22/12 03/16/12 23CAPP Khanh

Zuniga 02/01/12 Active

538HAMILTON, THERMIA B007C32 No 03/26/12 04/06/12 Attended Recert 2nd Apt -

CDE 04/10/12 04/15/12 5CAPP Marie Loper 02/01/12 Active

907LUCERO, ESTHER 5890700 No 03/17/12 03/23/12 Attended Recert Final Apt -

CDE 03/28/12 04/06/12 9CAPP Tanita James 02/01/12 Active

411SANDOVAL, BRENDA B0SYM19 No 03/23/12 04/10/12 Delete Recert 1st Apt -

CDE 04/16/12 04/12/12 -4CAPP Tonya Lloyd 02/01/12 Active Late recert

790FLORES, CHRISTINA B0HV795 No 02/16/12 01/31/12 03/07/12 36C2AP Ani Babayan 01/01/12 Active

839WASHINGTON, CAROLYN No 10/22/11 11/11/11 11/11/11 0C2AP Blanca

DeLeon 01/01/12 Active

947ZUNIGA, URSULA B16TT31 No 03/01/12 02/02/12 03/21/12 48C3AP Marie Loper 01/01/12 Active

022DARON, LISA B033N04 No 03/18/12 01/24/12 04/07/12 74C2AP Robert Batres 12/22/11 Active

636DURAN, ELIZABETH B0VYW42 No 03/21/12 02/28/12 Attended Recert Final Apt -

CDE 03/26/12 04/10/12 15C3AP Blanca DeLeon 12/01/11 Active

284HILDRETH, LATANGELLA B14K644 No 09/15/11 10/05/11 10/05/11 0C3AP Crystal

Johnson 12/01/11 Active

500LONG, SPARKLE No 10/18/11 11/07/11 11/07/11 0C2AP Sion Davoudi 07/18/11 Active

422SPARKS, EVA B0ZFF66 No 02/09/12 01/13/12 Pending Recertification 01/19/12 02/29/12 41C2AP Tanita James 07/15/11 Active

021HARRIS, LA SHAWNDA B1G3F55 No 10/04/11 10/24/11 10/24/11 0C2AP Blanca

DeLeon 05/19/11 Active

277MAGEE, II, EDDIE B0Q9R82 No 04/08/12 04/18/12 04/28/12 10C2AP Marie Loper 04/29/11 Active

129BARNES, ADRIENE T77983D No 04/07/12 03/01/12 Attended Recert 1st Apt -

CDE 03/29/12 04/27/12 29C2AP Blanca DeLeon 04/28/11 Active

Jeffrey Moreira Family Services ManagerCrystal Stairs, Inc.Email: jmoreira@crystalstairs.orgPhone: (323) 421-2679