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operate the program. Existing staff are given policy and systems training based on the needs of those staff and through ongoing monitoring of areas that need improvement. Other divisions within the Lead Agency and other agencies are given policy and systems training based on their needs and roles. The QA&T unit also conducts weekly updates to clarify policy and best practices to ensure that staff training needs are met in a timely manner. This training results in staff identifying signs of intentional or unintentional program violations and agency errors. Additionally, training on Policy assisted with determining improved processes, which enhanced staff knowledge and skills and increased efficiency. g. [x] Other. Describe the activity(ies): See descriptions for selected items. i. [x] Intentional program violations. Describe the activities, the results of these activities, and how they inform better practice: In addition to the activities noted above, the Audits and Compliance unit maintains a dedicated phone line and an email inbox where complaints can be submitted. The phone number and email address are published in the Lead Agency CCDF program policy manual. Upon receiving a complaint, the Audits and Compliance unit investigates to determine if a program violation occurred (intentional or unintentional) and if any funds are due back to DECAL. This process has resulted in the identification of numerous cases where a violation had occurred, and funds were due back to DECAL. With the success of the reporting lines, the Lead Agency recently chose to expand this process to include a web-based reporting tool which will be promoted in Lead Agency written materials. ii. [x] Unintentional program violations. Describe the activities, the results of these activities, and how they inform better practice: In addition to the activities noted above, the Audits and Compliance unit maintains a dedicated phone line and an email inbox where complaints can be submitted. The phone number and email address are published in the Lead Agency Child Care and Parent Services (CAPS) program policy manual. This process has resulted in the identification of numerous cases where a violation had occurred, and funds were due back to the Department of Early Care and Learning (DECAL). With the success of the reporting lines, DECAL recently chose to expand this process to include a web-based reporting tool which will be promoted in DECAL written materials. Further, in November 2023, the Lead Agency created a new functional area, CAPS Provider Relations, composed of four teams, including a Quality Assurance and Payments (QA&P) team. This team is responsible for proactive reviews of provider payments to detect and correct errors in billing before payment. This review reduces overpayments to providers and later recoupment of funds. Errors in provider billing are shared with the CAPS Provider Relations Education and Outreach team to: 1) Target areas of training on provider billing practices; and 2) Recommend specific providers for technical assistance visits. Multiple analytics that flag potential payment errors are built into the payment system. These flags are reviewed by the QA&P consultants and released if there is no payment error. If a payment error is detected, the payment is corrected and issued to the provider. Analytics that indicate possible errors made by eligibility staff are shared with the applicable teams to complete the following: 1) Training with eligibility staff on policy compliance; and 2) System requirements needed to prevent unintentional