We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byMelanie Combs
Modified over 2 years ago
211 Service Delivery & Quality Assurance: Creating the Complete Package
Todays Goal Demonstrate the relationship between Quality Assurance and Service Delivery by: 1.Understanding each branch individually 2.How they work together
The Complete I&R Package
Complete the Puzzle
Puzzle Exercise What did you realize? What were your first thoughts on completing the puzzle? What were you feeling working in your group?
Why Separate Branches? Ensures partnership Objective third party Safe environment Constant process Timely work load Cost effective
Quality Assurance Why is it important? What is monitored? How do we do it?
QA: Why is it important? AIRS Standards Contractual obligations and deliverables Customer service goals
QA: What is Monitored? Customer service skills Appropriate referrals Proper documentation Client satisfaction
QA: How Do We Do It? Call recording and intake monitoring Call calibration exercises Client satisfaction survey Review the trends with Trainer and Service Delivery Work with staff
Call Calibration Exercise Listen to a few calls Use the Call Monitoring Scorecard Discuss in your breakout group Prepare two items per group to share
Service Delivery What is Service Delivery? Why is it important? How does Training and Quality Assurance impact Service Delivery?
Service Delivery: What is it? The end result of Training and Quality Assurance Re-enforcement arm Front line to ensure contract deliverables are being met
Service Delivery: Why is it important? AIRS Accreditation Grants, Funders, & Contract Deliverables Fee for Service
Training & Quality Assurance: Impact on Service Delivery Consistency Contract deliverables Data, data, data
Thank You! Brandon Dotts Service Delivery and Project Manager 211 San Diego Meg Storer Quality Assurance Coordinator 211 San Diego
Fundamentals and Best Practices for outcomes and success.
Program and Implementation. Plans for the next 90 minutes and beyond! Define quality assurance for a program Implementation plans Utilization of.
Support Services Department- Leadership Teams Alignment: Setting and Communicating Direction.
Alliance of Information and Referral Systems (AIRS) 2009 Conference PRESENTATION Transitioning from Keywords to Taxonomy in your Resource Department and.
CQI 101: Building and Sustaining an Effective Infrastructure Kimberly Gentry Sperber, Ph.D.
Project Management Concepts. Project, Defined A project is an endeavor to accomplish a specific objective through a series of tasks/activities. A project.
JENNIFER FREEMAN Online Course Design EVALUATION AND REVISION Online Course Design.
Advocacy and Follow-up United Way of New York City / 311 Initiatives Answers That Help Training on Information and Referral Spring 2010 John Plonski.
By Guy Yariv Project Closure – Finally…
Leaders in Asset Management Managing by Metrics Valerie Rovine Sunflower Systems.
Working Together Helen Haw 23 November Talk with you about a plan about how Adult Social Services will ensure it involves people who use services.
Department Leadership Teams Involving Everyone in the Plan on a Page! November 17, 2009.
A Systems Approach To Training by Dr. James J. Kirk Professor of HRD Western Carolina University.
QUALITY CONTROL IN HEMATOLOGY Dr. A. Das Gupta President –International Laboratories Mentor – Hematology Services Super Religare Laboratories.
DOL YouthBuild TA Collaborative Is Your House In Order?
Using Customer Research to inform service redesign Katy Wilburn Head of Research and Insight.
6/2/ LA County1 Quality, Training and Coaching: Best Practices for I & R Contact Centers Amy Latzer Chief Operations Officer 31 st I & R Annual.
Getting the most out of your contracts Gary Traynor 11 th July 2013 Performance Monitoring Contractor.
Mobilizing the Community Unit 5 A Guide to Strengthen the Capacity of Promotoras.
How to Train Your Dragon. Importance of Training Productivity - Helps increase staff productivity.Productivity Team spirit - Helps instill a sense of.
Quality Liaisons April 10th, Every table needs representatives from each level. Elementary-Middle- High.
Objective Performance Appraisal has two objectives To help those appraised develop and improve their performance in future To help the organization evaluate.
Are you new to Scrutiny? …the route to success 18 th June 2012 Janene Glover, Wulvern Tenant & Yvonne Davies Scrutiny & Empowerment Partners.
Human Services Agency County of San Mateo San Mateo County Human Services Agency “Strategic Plan ( ) and Agency Accreditation” Presented.
NEXT GEN QUALITY ASSURANCE FOR PSAP John WyniaMay 7, 2014.
Welcome to Volunteer Management Amy Thompson. Agenda I.Foundation Introductions Training Overview Agenda II.M-I-N-G-O! III.Volunteer Management Cycle.
Agenda For Today! Professional Learning Communities (Self Audit) Professional Learning Communities (Self Audit) School Improvement Snapshot School Improvement.
CMHW Outcome-based Standards for Rights and Dignity General Provider Requirements Outcome-based Standards The Six Outcomes Quality Assurance Reviews.
1. Performance Management Objectives In this training you will learn the most effective methods to create constructive performance evaluations and how.
The HR Paradigm Shift Discover Stakeholder Value for the Human Resources Function.
© 2016 SlidePlayer.com Inc. All rights reserved.