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MS 0410 [2]

3. If the case requires corrections, the reviewer indicates an error, and further action is necessary.

4. The worker is assigned a Case Review task and makes the necessary corrections within the allotted timeframe.

5. When the corrected case is returned to the reviewer, the reviewer ensures that all necessary corrections have been made and updates the status to complete.

6. If the worker disagrees with the error cited, they must review the QA with their supervisor to determine if an exception can be filed.

7. Reviewers may use the “Detailed Activity” report to track the status of case reviews.

8. The review outcomes are used in the performance evaluation of an employee to identify the caseworker’s policy strengths and training needs.

D. Central Office Functions

1. Central Office staff will complete statewide first, second, and third-level reviews.

2. When an error is identified, local staff must make corrections by the task due date. In some instances, other information may be needed by Central Office in order to complete the review. If material is needed, the Public Assistance Program Specialist (PAPS) will be contacted to provide the information to Central Office within 5 business days from the date the information is requested, if not already scanned into ECF.

E. Quality Assurance Reports

The information gathered by reports is used as a tool to monitor error rates by:

1. Identifying regional trends that suggest the need for targeted training;

2. Requesting additional statewide training when necessary;

3. Clarifying error-prone policy;

4. Identifying needed changes in policy, procedures, or systems that could address errors;

5. Identifying areas for best practice tip sheets, checklists, Quick Reference Guides (QRG), and Worker Portal Announcements;

6. Supporting and measuring achievement at the regional level; and

7. Identifying errors and their root causes.

For more information on reports, see MS 0420.