Page 88

MS 0420

[1]

Volume 1 – General Administration MS 0420 – R. 6/1/26 – OMTL - 697 Quality Assurance (QA) Reports

[Quality Assurance (QA) captures the results of case reviews and compiles various reports. The reports summarize the reviews completed by each worker, unit, county, and region.

A. QA reports are used to:

1. Capture the results of case reviews;

2. Provide summarized reports identifying error trends in casework;

3. Determine error-prone areas and identify training needs;

4. Track case actions to determine if policy and procedures for all programs are applied correctly;

5. Provide an orderly method for case reviews; and

6. Compile data identifying strengths and weaknesses of individual workers or counties.

The following is a list of Quality Assurance reports available on Worker Portal. Employees and management at all levels must use the data found in the reports to improve accuracy and performance and to initiate corrective plans as needed.

1. QA Case Actions: This report compiles totals for all case decision actions taken on the Worker Portal. It can be broken down by Department for Community Based Services (DCBS) Region, County, and Program. The report breaks the reviews down by caseworker region, caseworker county, case action, review counts, reviews in error, and percentages of errors. The total number in error is divided by the total number of reviews, and the result is the error percentage. The report lists issuance errors that occur when an action is taken on a case, resulting in an incorrect benefit issuance.

2. QA Cases in Error: This report is used to identify the programs in which the most errors occur. It can be broken down by DCBS Region, County, and Program. It summarizes all of the cases in error. The report breaks the reviews down by worker, case number, review date, review level, review status, action due date, corrected timely, and error categories.

3. QA Detailed Activity: This report is used to look at cases read by a first- level or higher reviewer. It can be broken down by DCBS Region, County, and Program. It provides the total number of reviews completed. The report breaks the reviews down by case decision, caseworker, case