ATTACHMENT_D_-_QASP.pdf

National Capacity Building Center for Public Child Welfare Agencies Attachment D - Quality Assurance Surveillance Plan (QASP)

Required Services/Tasks

Performance Standards

Method of Surveillance

(QA)

Standards to be met/allowable deviations

Overall Contract Management, to Include Cost and Time

Contractor maintains high level of quality assurance, responsiveness to COR and Contract Specialist; completeness of tasks; contacts COR immediately of any issues or problems; Contractor remains within or below cost estimates;

meets time frames identified by COR and ACYF; notifies COR immediately of any budget issues;

no cost overruns

COR &

Contracting Specialist monitoring;

deliverables;

budget estimates;

invoices and reports

COR receives no more than 4 valid complaints about performance per fiscal year

No more than 1 invoice per 12 months requiring suspension or disallowance due to mistakes, incompleteness or unallowable costs

95% of invoices submitted on time

90% satisfaction rate of Federal staff with communication and transparency, timely notification of budget and task-related issues

90% satisfaction rate of Federal staff with Contractor’s responsiveness, problem-solving, and capacity to be nimble in response to new direction

No cost overruns

TASK 1: CENTER

MANAGEMENT

The Contractor facilitates and maintains sufficient communication across the service components within its Center and with Federal staff and other partners to effectively manage all aspects of the Center and perform all tasks and meet all requirements;

Contractor completes all deliverables in this task area on time and as specified in contract

COR,

Contracting Specialist, CB staff, partnering organizations

90% satisfaction rate of CB staff and other CB-supported TA centers with communication and management

All orientation meeting-related deliverable and center management plan delivered on time

1.4 FACILITATE &

SUPPORT

MANAGEMENT

MEETINGS

Contractor provides all coordination and logistical support necessary for meetings.

Completes all deliverables on time and as specified in contract

COR; meeting participants

90% satisfaction rate of CB staff and meeting participants with facilitation and support

90% of summary notes from meetings delivered on time

TASK 2:

CONTRACT

PLANNING

Contractor completes all deliverables on time and as specified in contract

COR No more than one late deliverable in this task area in the base year

100% of deliverable on time in option years

TASK 3: CENTER

PREPARATION

FOR SERVICE

DELIVERY

Contractor provides highly qualified professional staff and experts necessary to meet the contract requirements; Contractor completes all deliverables on time and as specified in contract

COR, CB staff 90% satisfaction rate of CB staff with qualifications and expertise of hired staff and pool of consultants

90% satisfaction rate of CB staff with capacity and availability of staff and consultant pool to meet demands of the contract

No more than one late deliverable in this task area

3.4 RECRUIT,

DEVELOP, AND

TRAIN YOUTH

AND FAMILY

CONSULTANTS

Contractor will provide 10 “active” youth and 15 “active” family consultants that are ready and available to provide assistance

COR, CB staff 90% of active youth and family consultants recruited, prepared, and available by deadline in base year

100% of active youth and family consultants recruited, prepared, and available during option years

3.5 PROVIDE AND

MAINTAIN

SHARED

ELECTRONIC

WORK SPACE OR

OTHER SYSTEM

FOR

COLLABORATION

specified in contract; Contractor providers user friendly means to collaborate on shared tasks and related technical assistance

COR, CB staff, partners, work space users

Electronic workspace is live on time

90% satisfaction rate of CB staff and users with the work space and its ability to support joint tasks

90% satisfaction rate of CB staff and users with technical assistance

3.6 RESEARCH

CAPACITY

BUILDING

Contractor’s uses research to inform product development, communication and dissemination

COR, CB staff 90% satisfaction rate of CB staff with knowledge and expertise demonstrated by Contractor based on its research of capacity building strategies and

STRATEGIES

APPROACHES

AND METHODS

strategies, curriculum design, training methods, consultation approaches, coaching techniques, tools, and choices about how best to use technology in service delivery application in Center decision-making

TASK 4: SUBJECT

MATTER

EXPERTISE FOR

CHILD WELFARE

PROGRAM

IMPROVEMENT

The Contractor delivers capacity building services informed by the best available research and evidence, knowledge of proven and emerging child welfare practice approaches, and grounded in a solid understanding of service systems with which they are working

Contractor completes all deliverables on time and as specified in contract

COR, CB and other Federal staff

90% satisfaction rate of CB staff with expert level knowledge and expertise demonstrated by Contractor in child welfare practice areas and systems

90% of written deliverables on time

4.3 CREATE AND

MAINTAIN STATE

AND TERRITORIAL

PROFILES

Contractor creates concise profiles for the purpose of improving CB’s and the Center’s service planning and delivery, coordination, and leveraging of CB-funded support

COR, CB and other Federal staff

90% satisfaction rate of CB staff with the quality, accuracy, and content of the profiles

90% of profiles are complete, live, accessible and by the delivery dates

4.4 PROVIDE

EXPERT-LEVEL

SUPPORT ON

CHILD WELFARE

TOPICS AND

ISSUES

Contractor must possess “expert level” subject matter and child welfare practice expertise in the full spectrum of child welfare service delivery and on a range of topics. The Contractor is prepared to respond to requests from CB and other Federal agencies on a wide range of topics and issues, frequently on short notice

COR, CB and other Federal staff

90% satisfaction rate of CB staff with expert level knowledge and expertise demonstrated by Contractor in requested child welfare practice areas

Contractor has full-time staff capable of serving as national authorities in the areas of child protection, foster care and permanency, adoption, and youth-in-transition

90% satisfaction rate of CB staff with timeliness and responsiveness to requests for expert level support

4.5 RESPOND TO

REQUESTS FOR

YOUTH AND

FAMILY

INVOLVEMENT

Contractor provides consultation from youth who have experienced placement in foster care and family members who have been involved with child welfare upon request. Contractor will facilitate youth and family participation.

COR, CB and other Federal staff

90% satisfaction rate of CB staff with the readiness of youth and consultants for consultation

Contractor meets 100% of Federal requests for youth and family participation, within the capacity estimates provided in the contract

TASK 5:

OUTREACH &

COMMUNICATION

specified in contract

100% of deliverables on time in this task area

5.2 PLAN AND

PERFORM

MARKETING AND

OUTREACH

Contractor develops and executes an outreach plan.

COR, CB, and other Federal staff

90% satisfaction rate of CB staff with quality of outreach efforts

TASK 6:

UNIVERSAL

SERVICES &

PRODUCT

DEVELOPMENT

specified in contract

90% satisfaction rate of CB staff with the quality of resources created and delivered.

90% of products delivered on time

90% of final drafts of universal products delivered to CB for final acceptance do not require additional quality assurance (e.g., editing for grammar and punctuation, errors in formatting) or other remediation

6.1 DEVELOP AND

DELIVER

PRACTICAL

INFORMATION,

TOOLS AND

RESOURCES

Contractor will develop content and deliver high quality electronic, print, audio, video resources.

COR, CB, other Federal staff, and feedback from participants

90% satisfaction rate of CB staff with the quality of resources created and delivered.

100% of applicable products Section 508 compliant at delivery

100% of applicable products are delivered in formats appropriate for transfer to CB-designated entity

6.2 DELIVER

CUSTOMER

Contractor will provide high quality customer service in

COR, CB, other staff and

90% satisfaction rate of CB staff with the quality of customer service.

SERVICE,

INFORMATION

AND REFERRAL

response from child welfare agency administrators and staff and members of the target audiences and constituency groups.

feedback from participants

95% of requests for information and referral met within two business days

Email address and toll-free line available for customer service on time

90% of email and phone requests receive a response within one business day

90% of written deliverables on time (tracking of dates and substance of requests attached to monthly reports)

TASK 7:

CONSTITUENCY-

FOCUSED

TRAINING,

COACHING AND

PEER

NETWORKING

Contractor’s activities are informed by learning theories, effective practices in adult education, and state-of-the-art instructional design and delivery approaches. CB expects for promising and evidence-supported models of curriculum design and instruction to be used when available and appropriate and for training and networking events to be culturally competent

Contractor completes all specified in contract

COR, CB and other Federal staff

90% satisfaction rate of CB staff with the quality of and basis for Contractor’s proposed learning content and approaches, including theory- and evidence-informed rationales for instructional methods and use of technology

7.2 PRODUCE

LEARNING

EXPERIENCES

Contractor produces curriculum consistent with approved plans and production schedule for deliverable components of the learning experiences and timelines for delivery; performs

COR,

Contracting Specialist, CB and other Federal staff, reports

90% of all aspects of the learning experiences meet or exceed CB staff expectations for content and production quality.

100% of learning experience deliverables made 508 Section compliant at delivery testing and ensures quality assurance at multiple stages in the production process; ensure Section 508 compliance

100% of learning experiences are delivered in formats appropriate for transfer to CB-designated entity

90% of learning experiences delivered on time based upon deliverable schedule set by COR with Contractor

7.3 MANAGE AND

DELIVER SELF-

DIRECTED AND

GROUP BASED

LEARNING

EXPERIENCES

Contractor recruits participants, provides instruction and technical assistance to training participants, trouble-shoots when problems arise, offers technical solutions, and ensures the high quality experience of participants

COR, CB staff, and training participants, reports

90% satisfaction rate of training participants with instructional quality and relevance of content

95% satisfaction rate with responsiveness and technical assistance

7.5 PROVIDE AND

MAINTAIN

SHARED

ELECTRONIC

WORK SPACE

FOR

CONSTITUENCY

GROUPS

specified in contract; Contractor providers user friendly means to collaborate on shared tasks and related technical assistance

COR, CB staff, partners, work space users

Electronic workspace is live on time

90% satisfaction rate of CB staff and users with the work space and its ability to support joint tasks

90% satisfaction rate of users with technical assistance

7.6 FACILITATE

AND PROVIDE

SUPPORT FOR

PEER

NETWORKING

ACTIVITIES

Contractor provides all coordination and logistical support necessary for constituency group activities. Completes all deliverables on time and as specified in contract

COR, CB staff, constituency group participants

90% satisfaction rate of peer networking participants, including CB staff

Summary notes from meetings delivered timely 90% of the time, when directed

TASK 8: DELIVER

TAILORED

SERVICES

COR and CB staff

90% of deliverables on time in this task area

8.2 & 8.3

COMPLETE

Contractor delivers high quality assessments on time and as

COR and other Federal staff

90% of assessments are delivered on time

ASSESSMENTS

OF TITLE IV-E

WAIVER

DEMONSTRATION

PROJECTS

specified in the contract. monitoring;

feedback from participants;

reports

90% satisfaction rate of participants and CB staff with assessment process

90% of satisfaction rate of CB staff with quality of assessments

8.4 & 8.7

DEVELOP WORK

PLANS

Contractor delivers high quality work plans on time and as specified in the contract.

COR and other Federal staff monitoring;

feedback from participants;

reports.

90% of work plans delivered on time

95% of work plans for intensive projects complete adhere to established standards and use standardized work plan tool(s)

90% satisfaction rate of CB staff with quality of work plans

8.5 DELIVER

BRIEF TAILORED

SERVICES

experts necessary to meet the contract requirements; contractor completes all deliverables on time and as specified in the contract.

COR and other Federal staff monitoring;

feedback from participants;

reports.

90% satisfaction rate of participants with quality of service received

8.8 PERFORM

INTENSIVE

CAPACITY

BUILDING

PROJECTS

experts necessary to meet the contract requirements; contractor completes all deliverables on time and as specified in the contract.

COR and other Federal staff monitoring;

feedback from participants;

reports.

No delays in service delivery (as specified in work plans) due to Contractor capacity

For 95% of intensive projects, Contractor tracks and reports service delivery, milestones and capacity building outcomes based on established protocols and within agreed upon timelines

90% satisfaction rate of project participants

8.9 MOBILIZE AND

DELIVER

TAILORED

SERVICES IN

RESPONSE TO

REQUEST OR

Contractor provides highly qualified professional staff and experts within the timeframes specified by COR.

COR and other Federal staff monitoring;

feedback from participants;

reports.

100% satisfaction rate of CB with Contractor responsiveness and capability to mobilize assistance

90% satisfaction rate of participants receiving service

No delays in service delivery

URGENT NEED

TASK 9

EVALUATION

COR and CB staff

90% of deliverables on time in this task area

9.1 & 9.2

COLLECT &

ENTER DATA

Contractor collects and enters data in the timelines described in the contract.

COR monitoring, reports

100% participation in collection and entry of data; no delays in data collection, reporting, or entry.

9.3 PERFORM

ANALYSES FOR

INTERNAL

QUALITY

ASSURANCE AND

CONTINUOUS

QUALITY

IMPROVEMENT

Contractor monitors and reviews its progress and performance

COR, CB staff, monitoring, reports

90% of data entry quality assurance protocols completed on time

Data entry in data collection system in 9.2 meets or exceeds 90% threshold for accuracy

TASK 10 OMB

CLEARANCE

PACKAGES

Contractor delivers high quality materials in accordance with Federal laws and regulations in the timelines described in the contract.

COR monitoring 100% satisfaction rate of COR; no delays in submission of materials.

TASK 11

REPORTS

Contractor delivers reports of high quality, fully edited, accurate, delivered on time and as specified in contract.

COR monitoring 90% of reports are delivered on-time in each year of contract

90% satisfaction rate of CB with quality of reports

95% of invoices and monthly reporting submitted without delays