on demand access to client files. remote supervision encouraging uniform maintenance and review ...
TRANSCRIPT
On demand access to client files. Remote Supervision Encouraging uniform maintenance and
review Makes consulting on issues easy Meaningful comparisons to other advocates,
and to best practices and standards Helps to analyze client demographics, staff
efficiency, emerging trends for clients and for staff, outcomes for clients and compliance with regulations and funders
Using a CMS for Supervision
Is it policy? Used by all supervisors? Used regularly and consistently? Are supervisors trained in all the bells &
whistles? What works, what doesn’t? The MIE Guide is a tool to help you assess
your strengths and challenges in using your CMS for supervision.
How do you use your CMS for supervision?
The MIE CMS Guide The Process An Overview:
◦ Overall Use in Supervision◦ Use in Intake◦ Use in Ongoing Cases◦ Use in Case Closures◦ Use in Staff Development and Evaluation
Ratings and action plan sections with examples throughout.
SupervisorCase
Management System
High Quality Supervision
MIE Guide to Using Case Management Systems To Support High Quality Supervision
The Purely Hypothetical Statewide Legal Services
Our Staff
DoreneDoitall
“My Clients”
“Age” of Case
Barry
Briefservi
ce
90 days closed cases report with total time for case
Cases Closed Report
Ronald Repeater
Gloria Goodintentions
Advocate Analysis (Top)
Advocate Analysis (Bottom)
Glenn Fightingtheman
Hilda Humble
Time Report – Cases and Activitiesby 2 Week Period
Main Benefits Report
Overview: Increase objectivity in annual evaluationsProcess: Every quarter, when logging into Kemps, each staff member
gets a slide show of 6 reports. Following staff review, each supervisor gets a slide show of
employee graphs. Data: Already existing in the case management system, now
available to staff and supervisors in an easy to digest way.Goal: To enhance professional development To assure best practices are followed To improve client service
II. Performance Metrics
Based on time records (finalized reports)
Cases appear when closed, giving another incentive to close them timely.
Limitations of any system: there are many variables among staff, and to each case.
Performance Metrics
Closed A-C + Average Time
Performance Metrics
Next
Closed D-L + Average Time
Performance Metrics
Back Next
30-60-90
Performance Metrics
NextBack
30-60-90 (My clients)
Time to Clients & Projects
Performance Metrics
NextBack
Quantitative vs. Qualitative
Helps “flag” possible follow-up
New system, staff are working with supervisors to develop goals based on the reports that we will track over the coming year.
Next: Hot Line and Phone System Data
Performance Metrics