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Shared Services Resources


Shared Services Implementation Provider Resources

 Frequently  Asked Questions

 

Does this mean we will have a QI more than once a year?

The compliance review schedules and process will not be changing. However, you may receive more supplemental monitoring events, if needed. That will be based on the results of the Monitoring Prioritization Tool.   

 

Will my program monitor be changing?

Potentially. This will be based on the Department’s resources and practicability in terms of logistics. However, the Department wants to keep monitors on their current assignment whenever possible to maintain their individual program expertise. Here are some specific roles around monitoring types:

 

  • Contract Compliance – Shared Services monitors will review contract compliance as it relates to programmatic service delivery; contract managers will review admin/fiscal and performance measure compliance.
  • CCC/incidents – responses to incidents and follow up to these issues will be handled by program operations staff, not Shared Services staff.
  • Evidence Bases Standards (EBS) and performance measures – performance measures are verified by the contract manager, EBS are checked by Shared Services monitoring teams.
  • Technical Assistance (TA) – will be provided by program operations staff, the Office of Health Services, or the Programming and Technical Assistance Unit, depending on the subject matter. 

 

Will the content of the monitoring change?

No. The content and the methodology will mostly stay the same. What will change is the renewed focus on contractual performance measures. Monitors and managers will receive additional training and the Department will make sure that every contract with providers includes meaningful performance measures. This will allow the Department to better evaluate provider performance and help providers achieve better results due to clear performance goals.

 

Will we see the Prioritization Tool for our programs & how the risk was determined?

Yes, scores will be shared with individual programs once they are finalized. The tool and the question catalog will also be available after internal trials and reviews.

 

Will we be dealing directly with DJJ’s HQ for the work order process?

Yes and no. Initiation of a work order process will go through your contract manager. During the process itself, General Services (HQ) will work with you. For further clarification, contact your Shared Services contract manager.

 

We are providing services in various facilities and we currently have one point of contact. Will we, with shared services, have to contact different program monitors?

The primary point of contact for each program is the contract manager – which will be the same for all programs. If communication is needed regarding monitoring, the contact would be one or more regional monitor supervisor (depending on the set-up of the programs). Your contract manager will be able to assist you if such a communication becomes necessary.

 

What is the process for corrective actions? Will the same monitor identify the deficiency and come up with the corrective action plan (CAP)?

If a monitor identifies a deficiency, it will be reported in a monitoring summary using our system, Program Monitoring and Management (PMM). The program area then approves the report and works together with the program/facility to develop the CAP. Once the program/facility drafts the CAP, the program area will approve it or recommend adjustments. The monitor may be consulted for clarification on the issues but will not develop or approve the CAP. Once the program/facility has remedied the deficiency, the program area will request a verification visit and the Shared Service monitoring team will conduct a visit to verify compliance. Finally, the monitor reports back to the program area for final approval and closing of the CAP.