oqm, parts, sterling overview

Jeb BushGovernor

Lucy D. HadiSecretary

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OQM, PaRTs, Sterling Overview

Florida Department of Children and Families Office of Quality Management

Child Welfare TQM Workshop

Performance Management StaffMary Gallagher Merlin RoulhacRonnie Evans Marcia DukesVerita Glanton Bob HowardAngie Stackhouse Coleman Zuber

Jeb BushGovernor


Protect the Vulnerable, Promote Strong and Economically Self-

sufficient Families,and Advance Personal and Family Recovery

DCF Mission

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Through an enterprise quality management system that is customer focused, data driven and results

oriented the Office of Quality Management will provide vital information and technical assistance to assist contracted service providers and department

staff to achieve the DCF Mission and to exceed federal and strategic performance outcomes.

OQM Mission

Jeb BushGovernor


Through an enterprise quality management system that is customer focused, data driven and results oriented

the Office of Quality Management will provide vital information and technical assistance to assist

contracted service providers and department staff to achieve the DCF Mission and to exceed federal and

strategic performance outcomes.

OQM Mission

Jeb BushGovernor

Lucy D. HadiSecretary “When I returned to DCF, I laid out a plan for the future. This plan

requires changing the culture and soul of the agency in order for us to meet organizational challenges with a focus on exceeding all of our customer and stakeholder needs. A business model, using principles based on Sterling Criteria values and expectations will enable us to achieve and sustain fundamental change leading to positive outcomes for the people we serve.” Lucy Hadi, Secretary

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Sterling Core Values

• Customer-driven excellence • Organizational and personal learning • Valuing employees and partners • Focus on the future • Management by fact • Social responsibility • Focus on results and creating value • Systems perspective

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Progress . . . To Date

Office of Provider Relations

ProgramSupport

Office of Quality

Management

•Capacity to communicate and work effectively with CBCs

•Provides support for program offices to meet challenges of changing roles and responsibilities

•Provides structure for integrated approach for quality assurance, contract monitoring and performance improvement activities

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DCF Strategic PlanProgress to Date…

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Customer Populations ServedCustomer Populations Served

Children or Adults who have been abused, neglected, exploited or at risk of abuse, neglect or exploitation, and their families.

Families and Individuals in distressed /fragile health or circumstances.

Individuals and Families at risk of or challenged by substance abuse and/ or mental illness.

The Florida Tax Payer as a significant stakeholder that requires evidence of efficiency and effectiveness.

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Why is this Plan Unique?

Organized by Population

Developed using customer and stakeholder input

Measurable Success Indicators

Statewide focus on performance improvement through PaRTs

Concept of “spin off” deployment plans

Aligns District, Program Office and Support Area Initiatives

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SAMHExecutive Direction

and Support Services

ACCESS Florida

Family Safety

DCF Population Outcomes

2 3 4 5 6 9 10 12 13Teamwork – Central Office, Zones, Districts, Community Partners

PDCAProgress . . . To Date: PaRTs Teams

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ALL OTHER PaRT TEAM MEMBERSHIP

District/RegionOperations

ZoneProgram OfficeResource Management Zone Operations

Management

Central Office Program OfficeBudget OfficeQuality ManagementInformation Systems

ACCESS FloridaESS Refugee Services Homelessness

Executive Direction & Support Services

Information ServicesOffice of the SecretaryDistrict AdministrationAdministrative Services PDCA

Substance Abuse

andMental Health

Family SafetyCPI / HotlineChild Care RegulationsDomestic ViolenceAdult Services / API

Executive Sponsors

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Family Safety PaRT Team Membership

CBCCBC CEOs

District / ZONECBC Contract ManagersZone Budget Zone Quality Management

HOMESAFENETInformation TechnologyProgram Office

CENTRAL OFFICE Child Welfare ProgramProvider Relations Budget Office Contract Office

PDCA

CHILD

WELFARE

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Purpose

• Systematic approach to monitor, analyze and report performance

• Process aligned with DCF Strategic Plan and drives Success Indicators

• Ensures program resources are managed effectively and efficiently

• Quickly identifies performance and budget gaps

• Requires the development/ implementation of countermeasures that are based on cause and effect analysis

• Provides continual SWOT analysis

• Standardized documentation process with monthly status, progress and issues reported to DCF Leadership Team PDCA

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The Deming Cycle Adoption of a Problem Solving Methodology

PLAN: Design or revise business process components to improve results

DO: Implement the plan and measure its performance

CHECK: Assess the measurements and report the results to decision makers

ACT: Decide on changes needed to improve the process


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DCF Performance Dashboard

•Centralized point for DCF Performance Measures

•Displays CBC / Contract Performance Data

•Serves DCF staff, Community Providers, Legislative Staff, Public

•Organized by Strategic Success Indicators

•Tool for PaRTs Teams

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Performance Management

Focus – Laser focus on strategically linked high priority objectives drilling down and across

Alignment – Align objectives, measures and actions throughout DCF (i.e., cause and effect) to include CWLS

Improvement – Drive actions that improve underperformance in strategically aligned focus areas

Reviews – Drive business results through systematic and analytic management reviews at all levels

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Secretary Hadi’s PaRTs Message

oqm, parts, sterling overview

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