ARIZONA

QUALITY INCENTIVES TEAM

Goal: To provide quality assurance tools to all staff to ensure that all performance data is at least 95% accurate (reliable).

Description: Launched in January 2003, the Quality Incentives Operational Team (QIOT) will continue until all objectives have been met. The team, headed by the Project Manager of Service Quality Management, includes representatives from legal services, casework, systems and automation and audit. Staff from all areas were provided to assist in the development of the objectives. A Steering Committee composed of management level staff from all areas, provides guidance and support to the QIOT.

The QIOT focused on the following five objectives:

1. Development and implementation of the quality assurance training curriculum for all staff statewide including Attorney General Staff.
2. Development and bi-weekly distribution of eight ad-hoc reports that identify cases that appear to be "at risk" for failing the federal audit.

3. Development and implementation of a Quality Review Audit Team (QRAT) that conducts several internal audits including;

   1. A bi-weekly OCSE-157 type audit for cases in Arizona's two largest counties.
   2. One audit of each ad hoc report.
   3. A quarterly OCSE-157 type audit for cases statewide.
4. Development and distribution of a Quality Assurance Reference Guide which provides numerous reference tools for staff.
5. Review and analysis in order to make possible recommendations for additional proactive measures to ensure that performance data meet the 95% reliability standard.

Status: Although there are no significant results to provide as the QIOT is a new project, Arizona's DCSE is confident that the implementation of the objectives described will ensure the 95% accuracy of performance data.

In April 2003, eight ad hoc reports, developed to identify those "at-risk" cases, were distributed to child support staff for review and, if necessary, correction. From April through June 2003, the caseload identified as "at-risk" for failing a federal audit decreased from 17% to 5.5%.

Location: The QIOT is located at the DCSE's central office in Phoenix, Arizona and meets twice a week. One team member works in the Tucson Child Support Office and attends the meetings by telephone. DCSE Offices, Attorney General Child Support Offices, County Partner Child Support Offices and Privatized Child Support Offices throughout the state have all partnered together to support the objectives set forth by the QIOT.

Funding: Regular IV-D funds are used.

Replication Advice:

1. Streamline the ad hoc reports - create fewer reports, each one identifying more information.
2. Utilize internal "trainers," if available, to assist in providing the training curriculum to staff.
3. Segregate training by area within the Division/Organization.
4. Dedicate full-time staff to serve as team members, especially during the initial development.
5. Ensure "buy-in" at all organizational levels prior to the implementation of the team.
6. Ensure that effective communication tools are in place at all levels.

Contact:

Susan Tunks

Service Quality Management Administrator

(602) 274-8235

stunks@de.state.az.us