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• Intake specialist errors that do not result in a benefit matrix change (applicant misspelled name, incorrect address, incorrect social security number, incorrect utility account number, etc.) • Any errors found related to corrective actions items required through the previous year’s monitoring or through an improvement plan Calculating the Number of Findings (Sample) Two (1 point each) Findings + One (half point each) Finding + two (one point each, grouped together) Findings = 4.5 total Findings

C. Calculating Overall Performance Score

Number of Findings ÷

-100 = % Base Administration Number + Number of Client Files Reviewed The Overall Performance Score is not a true percentage even though it is depicted as such. It is a ratio of an agency’s performance based upon all criteria that might affect the output. By converting the results, it allows performance to be represented equally across the network. The Overall Performance Score is considered a benchmark to identify if there is a need for additional training and technical assistance and is also used to determine if the LSP should be placed on an improvement plan. 2. Recommendations Recommendations are not mandates. A best business practice recommendation is to be considered by the agency as part of their continuous improvement efforts. Recommendations are not based on a violation of policy or procedures but may aid in stronger operations and capacity building, if enacted.

14.6 Monitoring Report Response The LSP must either Accept or Informally Appeal (Refer to Section 14.7) the listed Findings. The LSP will have ten (10) calendar days from the receipt of the monitoring report to submit any written response to IHCDA’s Community Programs Monitor-EAP. Corrective actions taken on items identified prior to or at the exit conference are not eligible for appeal. These items have already been acknowledged as a finding by the LSP by making the necessary correction. 14.7 LSP Monitoring Appeals Process If the LSP informally appeals (disagrees with) any item on IHCDA’s EAP Monitoring Report, the LSP must send an Informal Appeal to the Community Programs Monitor-EAP vie e-mail within ten (10) calendar days of the receipt of the monitoring report. 1. IHCDA’s Community Programs Monitor-EAP will respond within ten (10) calendar days of receipt of LSP’s informal appeal to the Monitoring Report.