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: [email protected]: (323) 421-2679