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Food Stamp Program Corrective Action Plan - DPAweb - Alaska ...

Food Stamp Program Corrective Action Plan - DPAweb - Alaska ...

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work performed by new caseworkers and on high allotment earned incomecases. These reviews supplement the more formal classroom training providedby the Staff Development and Training (SD&T) Unit, and provide on-going andconstant feedback within the offices.Quality Assessment Review Committee (QARC):Initiated in November 2003, the QARC meets every month. It is the primarystatewide forum for discussing food stamp errors, trends, and action steps forimprovement. We believe the greatest impact is in improved communication andin identifying training needs, unclear policies, and automation enhancementsneeded to improve operating systems. The state’s error rate is reduced by anaverage of 2 percentage points because cases are reviewed by the QARC. TheQuality Assessment Unit also sends “Case Correct” recognition pins to the localoffices for all workers with cases reported as correct.DPA Electronic Newsletter:The newsletter, DPA ENews, is issued quarterly throughout the year and hasreplaced “QARC Rules” as the source of feature articles drawn from QualityControl errors discussed by the QARC. Recent issues have covered the FoodStamp certification period for semi-annual reporting households, notifyinghouseholds about shelter costs that have not been verified, and using theeligibility system’s advance issuance indicator for expedited food stampsituations. Prior issues of DPA eNews can be viewed at:http://dpaweb.hss.state.ak.us/training/enews/index.htmlDPA Web:The DPA employee home page prominently displays the state’s Food Stampaccuracy goal, as well as the year-to-date accuracy rate and the error rate as afour-month running average. Clicking on this information, which is updatedevery month, provides the user with a current analysis of errors on Food Stampactive cases including a breakdown of case and payment accuracy by Regionand District Office. Periodic updates on the Division’s progress in its “BetterThan Average” Food Stamp Accuracy Campaign are featured on the employeehome page to promote continuous focus on Food Stamp accuracy. TheDivision’s employee home page can be viewed at: http://dpaweb.hss.state.ak.us/Skill Challenges:The Staff Development & Training Unit has produced a number of “SkillChallenges” as a means of providing ongoing refresher training on topics that areproblematic for staff. The challenges are web based interactive training videosthat provide an interesting and stimulating means of delivering targeted training.Each “Challenge” includes a quiz and links to the policy manual for furtherinformation. Topics include Semi-Annual Reporting, Estimated Income, andtreatment of PFD Hold Harmless income. The “Skill Challenges” can be viewedat: http://dpaweb.hss.state.ak.us/training/Quiz/QuizMain.htm12/18/2006 17

Learning Summits:The annual Learning Summits are a successful means of providing ongoingrefresher training for all staff throughout the state. Training includes generaleligibility policy for all programs, such as household composition and countingincome. Offices are also given the option of an elective. Office agenda can beseen at our web site:http://dpaweb.hss.state.ak.us/training/Calendar/learningsummits/index.html.Local Quality Councils:The goals of the Local Quality Councils are to review, discuss and plan ways tocontinuously improve the Division’s business practices. The councils arecomprised of staff representatives who enjoy the challenge of problem-solvingtheir office issues, and soliciting and providing feedback from other staff in theirregions. Among the top priorities of the councils are to review and assess localperformance data, and to evaluate issues and initiate solutions when aperformance area needs improvement. The local quality councils are an integralpart of the Division’s corrective action planning efforts. More information aboutthe quality councils can be viewed at:http://dpaweb.hss.state.ak.us/wiki/index.php?page=QualityCouncilsFood Stamp Program Management Evaluation ReviewsAlaska conducts periodic management evaluation reviews of programadministration in local offices, focusing on the priority review topics establishedannually by FNS. In addition to interviews with staff, the review team examinesoffice performance history and related documentation in advance of and duringthe review. Payment accuracy and corrective action follow-up and planning arean integral part of the reviews.Food Stamp Program Quality Assessment ReportThe Program Integrity and Analysis Unit produces an annual Food StampProgram Quality Assessment Report. The report describes the Quality Controlprocess and the Division’s progress in reducing Alaska’s Food Stamp paymenterror rate. Region and office level payment error findings are presented, as wellas comparisons to other Western Region States. The report is another toolavailable to help managers analyze and address payment errors at the regionand local office level.http://dpaweb.hss.state.ak.us/QA/PDF/FoodStampReportFFY2005-2.pdfD. Case Review Non-Completion:FNS reviews all cases reported as “incomplete” or “not subject to review”.Active case reviews:Federal quality control requirements state that a quality control review may bereported as incomplete if the sampled case meets certain requirements. If12/18/2006 18

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