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Low Income Home Energy Assistance Program Division 10 Service 415 Program 415 Chapters 05 - 65 North Dakota Department of Health and Human Services
The State Office institutes a continuing performance reporting system to monitor program administration and program operations. The components of the system are:
• Data collection through quality assurance reviews • Analysis of data collected by Quality Assurance and all other management information sources • Corrective action planning • Corrective action implementation, monitoring, and evaluation
Corrective Action Planning
The objectives of corrective action planning are to develop appropriate measures to correct LIHEAP deficiencies based upon the results of data analysis performed by the Quality Assurance Coordinator.
The State is responsible for the development of two types of corrective action: • Remedial involves rectifying past errors in individual cases. • Preventative involves correcting patterns of deficiencies.
Corrective action plans are monitored by HSZ and state personnel to determine if they are completed in a timely manner.
Case Monitoring
State Low Income Home Energy Assistance staff monitor heating assistance and emergency assistance continuously to identify errors in eligibility determination and benefit issuance. Numerous monitoring reports from the central office and field staff are also reviewed by state office. Reports from the HSZ boards’ supervisors and staff, on-site visits to local offices and fuel suppliers, and/or fiscal and recipient data from the LIHEAP system are also incorporated as monitoring tools. Corrective action plans are initiated appropriately.