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and redeterminations completed each month. Cases processed by newer staff are monitored more frequently than staff who have more experience processing eligibility. To further ensure program integrity, the QA&T unit also supports staff by conducting ongoing focused training in areas with the highest error rate in determining eligibility. In addition, the Lead Agency CCDF program supervisors conduct quality assurance reviews of cases processed by their staff and provide coaching on areas that need improvement. The Lead Agency’s Audits and Compliance unit separate from the CCDF program also conducts the triennial error-rate review on cases to ensure training effectiveness, provide feedback to staff, and improve reliability in determining eligibility according to policy. The errors identified during the review process are generally agency errors. The knowledge that the Audits and Compliance team gained from conducting these reviews resulted in training content designed to educate front-line managers on the types of errors identified during the error rate review so that corrective measures could be implemented. e. [x] Audit provider records. i. [x] Intentional program violations. Describe the activities, the results of these activities, and how they inform better practice: The Audits and Compliance unit reviews provider attendance documents and billing records by requesting attendance documents via a letter emailed to providers or requested while onsite. Once the records are received, staff then compare the attendance documents to the billing records. Any discrepancies are identified, and a determination of the improper payment is made. The results of these activities include establishing overpayments when warranted, and collection efforts are made pursuant to policy. Over the years, our experience with auditing provider records has informed the policy writing process whereby policy is now clear in how all provider records should be created and stored. Because of these enhancements, it is more difficult for providers to commit intentional program violations. ii. [x] Unintentional program violations. Describe the activities, the results of these activities, and how they inform better practice: The Audits and Compliance Division unit reviews attendance documents and billing records by requesting attendance documents via a letter emailed to providers or requested while onsite. Once the records are received, staff then compare the attendance documents to the billing records. Any discrepancies are identified, and a determination of the improper payment is made. The results of these activities include establishing an overpayment when warranted, and collection efforts are made pursuant to policy. Over the years, our experience with auditing provider records has informed the policy writing process whereby policy is now clear in how all provider records should be created and stored. Because of these enhancements, it is more difficult for providers to commit unintentional program violations. iii. [x] Agency errors. Describe the activities, the results of these activities, and how they inform better practice: The Lead Agency's Child Care and Parent Services (CAPS) program reviews provider records given by the Audits and Compliance Division to identify agency errors and training opportunities. For example, provider data such as attendance and enrollment records are monitored and analyzed to prevent potential overcrowding and ensure that providers maintain