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WASHINGTON STATE’SGOVERNMENT ACCOUNTABILITY PROGRAM
What is GMAP?
Amy Astle-Raaen, MSW
Children’s Administration Supervisors Training
April 21, 2009
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Showing Improvements and Increased Accountability
Increased accountability is everywhere in government these days
From the Federal “Government Performance and Results Act of 1993” to Medicaid’s “Pay for Performance” program there is increasing pressure on government to show the public that they are not wasting taxpayer money.
In Washington our Governor understands that state government agencies have cut themselves to the bone and are doing all they can.
But she has gone further and asked state agencies to show that clearly to the taxpayers.
She has mandated the Government Management Accountability and Performance program, or GMAP, to show simply and with data that agencies are managing their
programs effectively and to solve problems collectively
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What Topics are Covered?
Current Topic Areas are:
Economic Vitality
Health Care*
Vulnerable Children and Adults*
Public Safety*
Transportation
Government Efficiency*
Environment (Puget Sound clean-up)
WorkFirst*
* DSHS is involved in these forums
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GMAP Principles
1. Engage the leaders at the top of the organization
2. Effective measures require clarity on: which programs and services are expected to change
how agencies will use measure to manage programs and get results
3. Develop and use timely and accurate data to set targets and inform decisions
4. Reward candor and creativity
5. When the data indicates that action is needed, clearly specify action steps, leads, and deadlines
6. Persistent follow-up and clear accountability
7. Create a continuous learning environment (use process improvement tools)
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This is not GMAP…7
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Learning Opportunity:
How efficient are your processes? What stands in the way of increasing the agencies effectiveness?
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Success Stories: Foster Care
IncreasingCaseload Size
Increased time to respond to emergencies
or home visits
Decreasing number of Case Workers
Increasedmaltreatment
of kids
DecreasingCaseload Size
Decreased maltreatment
of kids
Hired/trained/addedCase Workers
Decreased time to respondMore home visits
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Children’s Administration Performance Measures10
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11Children’s Administration Performance Measures
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12Children’s Administration Performance Measures
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13Children’s Administration Performance Measures
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14Children’s Administration Performance Measures
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Remember, performance is not only reported to the Governor and her Cabinet
There are internal DSHS GMAP sessions coordinated at headquarters
Different regions and offices within the Children’s Administration have their own performance reporting activities
15Different Levels of Reporting Performance
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USING PERFORMANCE MEASURES TO MANAGE
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Goals of Today’s Training
Understand your Administration’s core performance measures and how these measures align with the expectations you have set for your team members
Help set and manage expectations for your team using performance measures
Identify conditions that may affect employee performance
Provide tools and recommendations for incorporating these conditions into employees’ performance reviews
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Recognizing extenuating factors is necessary when reviewing an employee’s performance
External conditions can affect Performance
External conditions are felt among all team members; not just one employee
External conditions can be broken down into two types: Macro and Micro Factors.
Examples of Macro Economic Factors:
Increased Unemployment rates equates to Increased caseload
Stock Market and Recession equates to increased volatility
Examples of Micro Economic Factors:
Prolonged Adverse weather conditions not common to the area
State Hiring Freeze
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Recognizing extenuating factors is necessary when reviewing an employee’s performance
Internal conditions can also affect performance
Are the caseload sizes similar? Are the distances traveled comparable among employees? Is the caseload mix similar?
% of ICPC (Interstate Compact Cases) % of ICW (Child is alleged or determined to be Native American) % of Chemically dependent cases (two sub-categories: Adult or Child) % of Mental Health cases (two sub-categories: Adult or Child) % of LEP cases (Limited English Proficiency—sub-categorize the types
of languages within caseload) % of cases where Child has 4 or more placements
How does the employee’s caseload compare to the team average? How does the employee’s caseload compare to someone of equal
seniority and training within the Administration?
If any of these conditions vary among the team members, then assessing ones performance against the whole team OR against each other doesn’t give the supervisor a true and accurate picture of the individual employee performance
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How to use this information effectively
Since all caseloads have varying conditions, it’s important to identify and if possible, quantify the differences between the team’s caseload and Regional caseload.(see demographic pie chart)
Similarly, compare each individual member caseload with the team caseload.
By identifying and tracking these individual and team differences, the supervisor will be able to review the past experiences and predict, within limits, how the caseload processes *may* be expected to vary in the future.
Additionally, through tracking the Supervisor can begin to see whether the variation is related to general process issues or individual performance issues.
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Example of quantifying data: Caseload characteristics/demographics
Regular – Cases with no variables; limitations
LEP – Limited English Proficiency
Legal Cases – Court Waiting
ICPC – Interstate Compact Cases
ICW – Native American
Chem.Dep – Chemical Dependency
2 subcategories/child or parent
Mental Health – 2 subcategories/child or parent
Ch.>4 Place – Children who have 4 or more placements
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How to use this information effectively
Make 3 comparisons to the employee’s caseload Employee caseload to the team caseload Employee caseload to another employee from the same classification and years of service Employee’s caseload against self; reviewing snapshot of current caseload and if possible, comparing
current caseload against any historical caseload data for same employee
Be aware of the difference between “normal variation” and “change in the performance” within your team and individual caseloads. Not every up or down in the data is significant! Reacting to every up or down as if it were a significant event is guaranteed to waste resources and
quickly de-motivate staff Meeting or exceeding a target may simply be due to how the target was set
In addition to keeping track of the quantifiable data (i.e. caseload make-up, number of visits, miles traveled per visit), a supervisor should also track changes within a team (both team and individual information). A significant events calendar can be used to track these changes
While tracking can become tedious, it does help in the PDP writing process. As a supervisor, if you see anemployee’s performance drop, review your monthly calendar and caseload demographics to see what, if any changes occurred that could help explain the drop in performance.
Your PDP’s become less intimidating for employees and future performance planning is simplified.
Employee’s benefit in that targets are more tangible and realistic. Employees can see and track their own successes, thus feel successful; not de-motivated.
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Example of Significant Event Calendar
Jan Feb Mar
April
May June
July
Aug Sept
Oct
Nov
Dec
New Hire No caseload
New Hire given 25% caseload. In training 2/3 month
Team caseload increased by 400 cases. Team has > 100 cases
Jerry on vacation for 2 months. Caseload retained in team
WAMU closed down; State hiring freeze in place.
Helpful HintsTrack increases and decreases in caseloads. Are your team case load numbers aligned with the rest of the office?Have you lost or hired staff? Prolonged vacations? Prolonged Illnesses?
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Thank you
Amy Astle-Raaen, MSWPlanning and Performance Analyst
Planning, Performance and Accountability Department of Social and Health Services
1115 Washington StP.O. Box 45011
Olympia, WA 98504-5011(360) 902-8293
For more information visit the GMAP website: http://www.accountability.wa.gov/default.asp
or the DSHS Intranet GMAP website:http://ppa.dshs.wa.lcl