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OPERATIONS OPERATIONS Goals & Objectives, FY2027 | 21

III. To enhance, assist, monitor, and evaluate the provision of quality participant services.

A. Collaborate and coordinate with other program units to monitor and evaluate at least 50% of local programs to assess compliance with Massachusetts WIC Program service standards. Provide consultation and technical assistance responsive to identified needs.

B. Revise the Local Program Evaluation (LPE) protocols and provide training to local program staff regarding the LPE process.

C. Provide technical assistance to local programs conducting a self- evaluation.

D. Provide technical assistance to any local programs that did not achieve a compliance score of 94% as part of their FY’26 contractual obligation to satisfactorily meet Massachusetts WIC’s performance standards. Facilitate the resolution of outstanding program deficiencies.

E. Collaborate with other program units to maintain a database of findings resulting from the local program evaluations.

F. Respond to participant inquiries and complaints. Work with local programs to resolve issues.

G. Collaborate with other program units to develop, analyze, and report on the Participant Satisfaction Survey, including recommendations for enhancement of program services.

H. Analyze and report physical presence data to local programs on a quarterly basis.

I. Coordinate activities of Operations Workgroup to solicit input and feedback, exchange information with local program staff for planning, provision, and evaluation of WIC services. The Operations Workgroup will identify barriers to participation; develop effective strategies to keep participants connected to the program and increase enrollment in the program for the duration of their categorical eligibility.

J. Coordinate with The Learning Center to ensure training modules support uniform application of policies and procedures and provide standards for quality assurance.

K. Collaborate with Nutrition Services, Systems, Policy, Marketing, & Training to provide opportunities for best practice sharing at local program level.

IV. To collaborate with other program units to maintain performance management outcomes.

A. Collaborate with Nutrition Services to support the performance management system and provide technical assistance applying Plan-Do-Study-Act (PDSA) cycles, testing new change ideas on a small scale and sharing what is learned in reaching performance measure targets.

B. Provide guidance to the community coordinators on utilizing the Plan, Do, Study, Act (PDSA) model to evaluate new outreach or in-reach initiatives designed to enhance programs’ ability to meet caseload-related goals as part of performance management.