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12.2 Quality Assurance Reviews Each LSP is required to perform internal Quality Assurance (QA) reviews on a portion of their own applications. QA checks are to be performed by a staff member who did not have any part in handling or processing the original application. IHCDA strongly recommends that QA reviews are performed by a supervisor or manager, or by a QA department. Any errors found during internal QA reviews must be corrected internally, and the corrected file uploaded to the statewide database. Currently, IHCDA requires that an agency maintain a QA rate of at least ten percent (10%) of files, unless otherwise instructed as part of a Quality Improvement Plan. QA reviews are to be performed within 45 days of the determination of application approval or denial. IHCDA requires LSPs to QA 100% of applications that involve a direct pay claim or any household member who is or is related to an agency staff member, board member, or subcontractor. In general, LSP’s Quality Assurance (QA) Reviews should check that: • Client files reflect the purpose of the program, representing implementation and outcomes of EAP policies. Files should be transparent and show that the client has been served according to the program guidelines. • Files are complete and clear to anyone reviewing the file, legible, and in IHCDA’s requested order. • Documents that require signatures are signed. • Files tell the entire story of that applicant’s EAP process. • All information is safely stored and secured. • The LSP has kept track of files that have been reviewed. QA reviews check complete applications to ensure that all information was processed accurately, including but not limited to: • Completeness of the case identification information. • Accuracy of the income computation. • Points awarded correctly under each category. • Points totaled correctly. • The crisis benefit, if applicable. When performing QA checks, LSPs are strongly encouraged to follow the below guidelines: • A high sampling of reviews should be conducted on zero income claimants, self- employed, denied applications, and applications completed by new EAP intake staff. • LSPs are to make notes in the statewide database to track QA reviews and monitoring, as well as any adjustments to benefits as a result of QA.