Attch_2_Performance_Requirements_Summary.pdf

Performance Requirements Summary

SERVICE PWS PARAGRAPH

NUMBER

STANDARD ACCEPTABLE

QUALITY LEVEL

SURVEILLANCE

METHOD

Work and Family Life Services Outreach and Liaison

4.2 Provide aggressive

outreach and liaison regarding Work and Family Life Services to command executive staffs, designated command representatives, military and family member

85% Customer feedback

Work and Family Life Services Customer Satisfaction

4.2 Aggregate customer

feedback on applicable standardized FFSP Customer Surveys at 90% or higher

90% Bi-annual review

Work and Family Life Services Output Data

4.2.1.12; 4.2.2.10;

4.2.4.2; 4.2.5.5;

4.2.6.7; 4.2.7.8;

4.2.8.10; 4.2.9.5;

4.2.10.5; 4.2.11.7;

4.2.12.7; 4.2.14.5;

4.2.15.10

Information and referral, one-on-one consultation and group services provided are captured in FFSMIS within 2 business days with 95% accuracy.

95% Periodic inspection

Bi-annual review of FFSMIS service delivery output data

Work and Family Life Services Staff Utilization

4.2.1.13; 4.2.2.11;

4.2.4.3; 4.2.5.6;

4.2.6.8; 4.2.7.9;

4.2.8.12; 4.2.9.6;

4.2.10.6; 4.2.11.8;

4.2.12.8; 4.2.15.11

Direct service utilization for personnel delivering Work and Family Life services meets the established standard of 60% or greater

85% Bi-annual review of Centralized Scheduling Utilization Metrics

Deployment and Mobilization Support Compliance

4.2.1 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE-MLSE 4, N-

MIL-MLSE 9, and N-

MIL-MLSE 10

100% Annual review

Provide pre-deployment, mid-deployment, return and reunion, and post-deployment briefs/workshops

4.2.1.1 through 4.2.1.13

At least 85 percent of deploying commands receive a full complement of deployment and mobilization services.

85% Bi-annual review of FFSMIS deployment and mobilization service delivery output data

Deployment Support for Military Children and

Command Readiness Groups

4.2.1.8 and 4.2.1.9 Provide deployment and military children information to school staffs and

85% Random sampling

Bi-annual Review of FFSMIS service briefs/workshops Command Family Readiness Groups, within 5 days of request.

delivery output data

Pre- and Post-Deployment SAPR Training

4.2.1.11 Provide pre- and post-

deployment SAPR training, using standardized Navy curricula, when not provided by SAPR personnel

100% Periodic inspection

Bi-annual review of FFSMIS service delivery output data

Individual Deployment Support (IDS) Compliance

4.2.2 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, and N-

MIL-MLSE-MLSE 4,

N-MIL-MLSE 9, and

N-MIL-MLSE 10

100% Annual review

Case Management Services for Individual Augmentees and their family members

4.2.2.1 through 4.2.2.11

Provide outreach calls, assessment of family needs, case management or contact as requested by the family, and linkage of affected individuals with appropriate military and civilian support organizations

85% Bi-annual review of FFSMIS IA service delivery output data

Annual review of NFAAS case management data

Address IDS system lapses and provide leadership feedback

4.2.2.5 & 4.2.2.6 Within 3 business days of identification, address system lapses and provide leadership information on family needs, system lapses and response times

95% Customer feedback

Random sampling

Regional Individual Deployment Support

Coordination

4.2.3 Monitor files of IA

families in area of responsibility and assign them to Individual Deployment Specialist (IDS) within 1 business day.

85% Periodic inspection

Customer feedback

Regional Individual Deployment Support

Coordination Compliance

4.2.3 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE-MLSE 4, N-

MIL-MLSE 9, and N-

MIL-MLSE 10

100% Annual review

Quality Assurance Review of IDS services

4.2.3.3 Provide quarterly QA

of IDS services documented in NFAAS, addressing deviations from standard within 5 business days

95% Periodic inspection

Oversight of IDS services 4.2.3.5 Ensure IDS within designated area of responsibility are aware of all changes in resources and deployment support requirements

85% Periodic inspection

Repatriation Compliance 4.2.4 Compliance with Navy Certification Standards

N-MIL-EFA 3, N-

MIL-MLSE 2, N-MIL-

MLSE 10

100% Annual review

Safe Haven Point of Contact (POC) services to Repatriated

Families

4.2.4.1 Provide a range of

support services to repatriated families when designated as their safe haven POC

85% Bi-annual review of FFSMIS repatriation service delivery output data

Ombudsman Training and Support Compliance

4.2.5 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 9, N-MIL-

MLSE 10, and N-MIL-

MLSE 11

100% Annual review

Ombudsman Training 4.2.5.1 & 4.2.5.2 Coordinate and offer/conduct basic and advanced Ombudsman training to best meet customers’ needs;

ensure all newly-appointed Ombudsmen are trained by certified OBT trainers within six weeks of appointment

85% Periodic inspection

Customer feedback

Bi-annual review of FFSMIS Ombudsmen service delivery output data

Ombudsmen Roster Maintenance

4.2.5.3 Maintain a current, complete roster of local Ombudsmen, including Naval Reserve Ombudsmen

95% Periodic inspection

Ombudsman Support 4.2.5.4 Provide timely support to Ombudsmen, assemblies and commands

85% Customer feedback

Relocation Assistance Compliance

4.2.6 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 3, N-MIL-

MLSE 9, and N-MIL-

MLSE 10

100% Annual review

Individual and Group Relocation Assistance to

Commands, Schools, Military and Family Members

4.2.6.2 through 4.2.6.5 A full complement of individual and group relocation assistance services are provided to military and family members including children.

85% Bi-annual review of FFSMIS relocation assistance service delivery output data

Maintain Electronic Installation Relocation Assistance data

4.2.6.1 DoD MI and PMM

databases are updated quarterly and maintained with 95% accuracy

95% Bi-annual review of DoD relocation assistance databases

Needs Assessment for Relocating Military Children

4.2.6.6 Provide regular liaison

with the School Liaison Officer and Child and Youth Personnel to identify and address the needs of relocating military children.

85% Periodic inspection

Customer feedback

Life Skills Education Compliance

4.2.7 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 8, N-MIL-

MLSE 9, and N-MIL-

MLSE 10

100% Annual review

Life Skills Education Topics and Content

4.2.7.1 through 4.2.7.4 Life skills education services are provided to military and family members in at least 5 of the 7 seven core content areas;

incorporating operational stress control information whenever practical and feasible.

100% Bi-annual review of FFSMIS life skills education service delivery output data

Transition Assistance Compliance

4.2.8 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 5 through N-

MIL-MLSE 10

Transition Assistance Services 4.2.8.1 through 4.2.8.9 Provide a full complement of individual and group transition assistance services to military and family members.

85% Bi-annual review of FFSMIS transition assistance service delivery output

Annual review of DMDC TACL data

Leadership Awareness of Transition Related Legislative

Requirements

4.2.8.9 Provide training to

command/unit leaders on TAP requirements detailed in the Vow to Hire Heroes Act of 2011 and the Veteran’s Employment Initiative Task Force Requirements

85% Customer feedback

Job Fairs and Employment Expositions

4.2.8.7 and 4.2.9.4 Promote and/or facilitate area job fairs and employment expositions with local, state and/or federal agencies annually

100% Annual review of FFSMIS transition assistance and family employment readiness service delivery output data

Family Employment Readiness Compliance

4.2.9 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 7, N-MIL-

MLSE 9, and N-MIL-

MLSE 10

100% Annual review

Family Employment Services 4.2.9.1 Provide a full complement of individual and group employment services to military family members

85% Bi-annual review of FFSMIS family employment service delivery output data

Personal Financial Management Compliance

4.2.10 and 4.2.11 Compliance with Navy Certification Standards N-MIL-FR 1 through

N-MIL-FR 7

100% Annual review

Basic Education and Training Services

4.2.10.1 and 4.2.10.2 Provide a full complement of financial education group programs for military and family members, including teens and children.

85% Bi-annual review of FFSMIS personal financial management service delivery output data

Command Financial Specialist (CFS) training and assistance

4.2.10.3 and 4.2.10.4 Provide initial and refresher CFS training;

provide assistance to

CFS

85% Customer feedback

Bi-annual review of FFSMIS personal financial management service delivery output

Individualized Counseling, Planning, Evaluation, Analysis and Management

4.2.11.1; 4.2.11.2;

4.2.11.3; 4.2.11.5;

4.2.11.6

Provide and document individualized financial counseling services;

identify and correct record keeping deficiencies IAW HQ and regional QA protocols

90% Customer feedback

Bi-annual review of FFSMIS personal financial management service delivery output

Curriculum Development 4.2.11.4 Plan/organize/develop new curriculum when not otherwise available

95% Customer feedback

Exceptional Family Member Program (EFMP) Case Liaison

Compliance

4.2.12 Compliance with Navy

Certification Standards

N-MIL-EFMP 1

through N-MIL-EFMP

100% Annual review

Liaison for Affected Personnel and Family Members

4.2.12.1, 4.2.12.3 through 4.2.12.6

Track EFMP contacts and services in FFSMIS and the NFAAS EFMP module with 98% accuracy; maintain database with local military, civilian, state and federal resources with at least 98% accuracy

98% Bi-annual review of FFSMIS counts for EFMP group, individual and I&R services

Annual review of NFAAS case management data

Quarterly QA review of relevant databases

Non-medical Case Management 4.2.12.2 Initiate and maintain contact with assigned EFMP families and maintain case notes in

NFAAS IAW NFAAS

guidance and certification standards

98% Annual review of NFAAS case management data

Quarterly QA review of region’s EFMP non-medical case management actions

Exceptional Family Member Program (EFMP) Case Liaison

Oversight and Coordination Compliance

4.2.13 Compliance with Navy

Certification Standards

N-MIL-EFMP 1

through N-MIL-EFMP

100% Annual review

EFMP Military and Community Support Agencies Coordination

4.2.13.1, 4.2.13.3, 4.2.13.4

Maintain current listing of MTF EFMP coordinators and EFMP Case Liaisons for region with at least 98% accuracy

98% Quarterly QA review of relevant databases

Management, Training and Oversight of EFMP Liaisons Services

4.2.13.1, 4.2.13.2,

4.2.13.5 through 4.2.13.8

Perform EFMP Case Liaison Lead responsibilities with no more than one substantiated negative feedback comment.

99% Customer feedback

Emergency Preparedness and Response Compliance

4.2.14 Compliance with Navy

Certification Standards

N-MIL-ASE 5, N-MIL-

EFA 1 through N-MIL-

EFA 5

100% Annual review

Emergency Preparedness and Response

4.2.14.1 through 4.2.14.4

Maintain flexible hours, not to exceed 40 hours per week, during times of emergency response

100% Annual review

Emergency Case Management Support Compliance

4.2.15 Compliance with Navy

Certification Standards

N-MIL-ASE 5, N-MIL-

EFA 1 through N-MIL-

EFA 5

100% Annual review

Case Management for Affected Personnel and Family Members

4.2.15.1 through 4.2.15.7

Provide regular family status updates through NFAAS and other appropriate databases with 98% accuracy

98% Quarterly QA review of relevant databases

Links with Military and Civilian Support Organizations

4.2.15.2, 4.2.15.8, 4.2.15.9

Maintain database with local military and civilian resources, and state and federal resources, with 98% accuracy

98% Quarterly QA review of relevant databases

Regional/Site Emergency Case Management and Coordination

Compliance

4.2.16 Compliance with Navy

Certification Standards

N-MIL-ASE 5, N-MIL-

EFA 1 through N-MIL-

EFA 5

100% Annual review

Oversight of Emergency Case Managers Services

4.2.16.1 through 4.2.16.5

Provide quarterly QA of case management, addressing deviations from standard within 5 business days

98% Quarterly QA review

STANDARD ACCEPTABLE

QUALITY LEVEL

SURVEILLANCE

METHOD

Counseling and Advocacy Services Outreach and Liaison

4.3 Provide critical

incident, counseling and advocacy services for affected individuals, families and groups

100% Customer feedback

Counseling and Advocacy Services Customer Satisfaction

4.3 Aggregate customer

feedback on applicable standardized FFSP Customer Surveys at 90% or higher

90% Bi-annual review

Counseling and Advocacy Services Output Data

4.3.1.5; 4.3.2.8; 4.3.3.4;

4.3.4.9; 4.3.5.11;

4.3.6.7; 4.3.7.8; 4.3.8.6;

Counseling and advocacy services provided are captured in FFSMIS within 2 business days with 95% accuracy.

95% Periodic inspection;

Bi-annual review of FFSMIS service delivery output data

Counseling and Advocacy Services Staff Utilization

4.3.1.6; 4.3.2.9; 4.3.3.5;

4.3.4.10; 4.3.5.12;

4.3.6.8; 4.3.8.7;

Direct service utilization for personnel delivering counseling and advocacy services meets the established standard of 50% or higher

85% Bi-annual review of Centralized Scheduling Utilization Metrics

Crisis Response/Psychological First Aid Compliance

4.3.1 Compliance with Navy

Certification Standards

N-MIL-ASE 5, N-MIL-

EFA 1 through N-MIL-

EFA 5

100% Annual review

Crisis Response/Psychological First Aid

4.3.1.1, 4.3.1.2, 4.3.1.4 Provide an immediate and appropriate response in 100% of all cases; aggregate command/customer satisfaction on standardized FFSP customer surveys at 95% or higher

95% Bi-annual review

Crisis Response Documentation 4.3.1.3 Crisis response services provided are fully documented within one business day

98% Bi-annual review of FFSMIS service delivery output data

Non-Medical Counseling Compliance

4.3.2 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-NMC 1

through N-MIL-NMC 5

Non-Medical Counseling 4.3.2.1, 4.3.2.2, 4.3.2.5 Routine non-medical counseling appointments provided within resources Capability Output Level metric timelines;

aggregate customer satisfaction on standardized FFSP customer surveys at 95% or higher

95% Bi-annual review

Data/Records Maintenance 4.3.2.6, 4.3.2.7 Case records maintained IAW applicable clinical and FFSMIS resource guides ; identified record keeping deficiencies resolved IAW headquarters and regional QA protocols

95% Quarterly review of scheduling logs/records

Quarterly review of facility file

Quarterly review of FFSMIS records

Child Services 4.3.2.3, 4.3.2.4 Services provided for 75% of children who are referred

95% Quarterly review of services completed

Family Advocacy Program (FAP) – Awareness and Prevention Education Compliance

4.3.3 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-FAP 1

through N-MIL-FAP

100% Annual review

Child and Domestic Abuse Awareness and Prevention Education Services

4.3.3.1, 4.3.3.2, 4.3.3.3 Provide senior leadership with training within 90 days of assuming command, and annually thereafter;

provide family violence prevention and education training to key responders at least annually.

98% Bi-annual review of training logs, FFSMIS counts and tracking documents

FAP – Case Management and Intervention Compliance

4.3.4 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-FAP 1

through N-MIL-FAP

Child and Domestic Abuse Assessment

4.3.4.1 All family violence

allegations are fully assessed and presented to the Incident Determination Committee within 60 days, with all meets criteria incidents reviewed every 90 days thereafter by the Clinical Case Staff Meeting until transfer/closure

98% QA record review

Quarterly review of facility file

Quarterly review of FFSMIS records

Case Management Oversight 4.3.4.3, 4.3.4.4, 4.3.4.5, 4.3.4.6, 4.3.4.8

FAP records maintained IAW applicable clinical and FFSMIS resource guides, and certification standards; identified record keeping deficiencies resolved IAW headquarters and regional quality assurance protocols

98% QA review of records

Quarterly review of facility file

Quarterly review of FFSMIS records

Intervention Services 4.3.4.2, 4.3.4.7 Aggregate customer satisfaction on standardized FFSP customer surveys is 95% or higher

95% Bi-annual review

FAP – Victim Advocacy Compliance

4.3.5 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-FAP 1

through N-MIL-FAP

100% Annual review

Safety Assessment and Planning 4.3.5.1 Safety assessment and planning is completed at initial contact with victims and non-offending parents in child abuse incidents, and repeated whenever victims’ and non-offending parents’ circumstances change

98% Quarterly QA record review

Victim Support 4.3.5.2, 4.3.5.3, 4.3.5.4, 4.3.5.6, 4.3.5.9

Aggregate customer satisfaction on standardized FFSP customer surveys is 95% or higher

95% Bi-annual review

Reporting and Documentation 4.3.5.5, 4.3.5.7, 4.3.5.8, 4.3.5.10

Victim advocate services are documented in FAP client case records and maintained IAW applicable clinical and FFSMIS resource guides, and certification standards

95% Quarterly QA review of records

Quarterly review of facility file

Quarterly review of FFSMIS records

FAP Victim Advocacy Coordination Compliance

4.3.6 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-FAP 1

through N-MIL-FAP

100% Annual review

Victim Advocacy Service Delivery Coordination and

Supervision

4.3.6.1 through 4.3.6.5 Coordinate with civilian agencies providing domestic violence or child abuse victim advocacy to minimize unnecessary duplication of services 98% of the time; and plan/oversee schedules of contract FAP Victim Advocate staff to assure after-hours coverage IAW the contract’s terms 100% of the time.

95% Quarterly review of victim advocate direct service oversight activities

On-Call, After Hours FAP Victim Advocacy Compliance

4.3.7 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-FAP 1

through N-MIL-FAP

100% Annual review

On-Call After-Hours FAP Victim Advocacy Response

4.3.7.1 Respond within 15

minutes of initial call and report within one hour when in-person after-hours FAP Victim Advocacy is requested

98% Quarterly QA records review

Quarterly review of facility file

Quarterly FFSMIS review of services provided

On-Call After-Hours FAP Victim Advocacy Safety

Assessment/Planning

4.3.7.2 Safety assessment and

planning is completed at initial contact with domestic abuse victims and non-offending parents in child abuse incidents

98% Quarterly records review

Quarterly review of facility file

Quarterly FFSMIS review of services provided

On-Call After-Hours FAP Victim Advocacy “Warm

Handoffs”

4.3.7.5 A “warm handoff” is

provided to the FAP Case Manager and responsible FAP Victim Advocate the next business day for any victim who requests ongoing FAP Victim Advocacy services

98% Quarterly QA records review

Quarterly review of facility file

Quarterly FFSMIS review of services provided

New Parent Support Compliance 4.3.8 Compliance with Navy Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-FAP 13

100% Annual review

Home-Based Educational Services to At-Risk Expectant and New Parents

4.3.8.1 through 4.3.8.4 Aggregate customer satisfaction on standardized FFSP customer surveys is 95% or higher

95% Bi-annual review

Documentation of Services 4.3.8.5 NPS records maintained in FFSMIS IAW applicable Navy certification standards;

identified record keeping deficiencies resolved IAW headquarters and regional quality protocols

98% Quarterly QA review of records

Quarterly review of facility file

Quarterly review of FFSMIS records

STANDARD ACCEPTABLE

QUALITY LEVEL

SURVEILLANCE

METHOD

Management, Contract Staff Supervision and Support

Services Outreach and Liaison

4.5 Provide management, contract staff supervision and support services in support of the primary FFSP mission of human service delivery

85% Customer feedback

Management, Contract Staff Supervision and Support

Services Customer Satisfaction

4.5 Aggregate customer

feedback on applicable standardized FFSP Customer Surveys at 95% or higher

95% Bi-annual review

Management, Contract Staff Supervision and Support

Services Output Data

4.5.1.6; 4.5.3.5; 4.5.4.5;

4.5.5.4;

Services provided are captured in FFSMIS within 2 business days with 95% accuracy.

95% Periodic inspection;

Bi-annual review of FFSMIS service delivery output data

Management, Contract Staff Supervision and Support Services Staff Utilization

4.5.2.4; 4.5.3.6; 4.5.4.6;

4.5.5.6;

Direct service utilization for personnel delivering management, contract staff supervision and support services meets locally established standards

85% Bi-annual review of Centralized Scheduling Utilization Metrics

Customer Service/Administrative Support

Compliance

4.5.1 Compliance with Navy

Certification Standards

N-MIL-EFA 3, N-MIL-

MLSE 1, N-MIL-

MLSE 2 N-MIL-MLSE

100% Annual review

Reception 4.5.1.1 Reception services provided with no more than 2 validated customer complaints per location annually

95% Bi-annual performance review

Information and Referral 4.5.1.2 Information and referral services are entered into FFSMIS on a bi-weekly basis at a minimum

95% Quarterly review of FFSMIS I&R counts

Administrative and Clerical Support

4.5.1.3, 4.5.1.4, 4.5.1.5 Administrative and clerical support functions are performed with a deviation rate of less than 5%

95% Bi-annual performance review

Counseling and Advocacy Program Administrative Support

4.5.1.7 Crisis response

administrative support provided with no more than 2validated customer complaints per location annually

95% Bi-annual performance review

Centralized Scheduling 4.5.2.1, 4.5.2.2, 4.5.2.3 Schedule individual appointments and group registration with no customer complaints; metrics and scheduling functions are performed with a deviation rate of less than 5%

95% Quarterly review of schedules and group program enrollment

Site Work and Family Life Programs Contract Staff Supervision and Support

Compliance

4.5.3 Compliance with Navy

Certification Standards

N-MIL-RPM 6, N-

MIL-FR 1 through N-

MIL-FR 7, N-MIL-

EFMP 1 through N-

MIL-EFMP 5, N-MIL-

MLSE 1 through N-

MIL-MLSE 11

100% Annual review

Contract Staff Supervision 4.5.3.1, 4.5.3.4 Oversee quality of services provided by contract staff performing tasks 4.2.1 through 4.2.12 and

4.2.14 through 4.2.16;

address and correct deviations from standards within 5 business days.

Contract Staff Performance Review

4.5.3.2, 4.5.3.3 Provide quarterly review of contract Work and Family Life Programs staff compliance with contract performance standards and direct service productivity standards

95% Quarterly review of QA and oversight processes

Site Counseling and Advocacy Programs Contract Staff Supervision and Support

Compliance

4.5.4 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-FAP 1

through N-MIL-FAP

13, N-MIL-NMC 1

through N-MIL-NMC 5

Contract Staff Supervision 4.5.4.1, 4.5.4.4, 4.5.4.7 Provide oversight of contract Counseling and Advocacy Programs staff performance and quality of services provided; address and correct deviations from standard within 5 business days

95% Bi-annual review

Contract Staff Performance Review

4.5.4.2, 4.5.4.3 Provide quarterly review of contract Counseling and Advocacy Programs staff compliance with contract performance standards and direct service productivity standards

95% Quarterly review of QA and oversight processes

Site Contract Staff Supervision and Support Compliance

4.5.5 Compliance with Navy

Certification Standards N-MIL-TS 1 through

N-MIL-TS 3, N-MIL-

RPM 6

100% Annual review

Contract Staff Supervision 4.5.5.1 Provide oversight of contract staff performance and quality of services provided; address and correct deviations from standard within 5 business days

95% Bi-annual review

Contract Staff Performance Review

4.5.5.2, 4.5.5.3 Provide quarterly review of contract staff compliance with contract performance standards and direct service productivity standards

95% Quarterly review of QA and oversight processes

Regional Data Analysis and Information Technology

Support

4.5.6.1 through 4.5.6.8 Statistical data and trend analyses conducted with no errors; data query, analysis and compilation completed within required timelines; technical support and troubleshooting provided to FFSP staff within same day

Customer Feedback

Regional Work and Family Life Programs Coordination and

Support Compliance

4.5.7 Compliance with Navy

Certification Standards

N-MIL-RPM 6, N-

MIL-EFMP 1 through

N-MIL-EFMP 5, N-

MIL-FR 1 through N-

MIL-FR 7, N-MIL-

MLSE 1 through N-

MIL-MLSE 11

100% Annual review

Regional Coordination of Work and Family Life Programs

4.5.7.1, 4.5.7.2, 4.5.7.3, 4.5.7.5

Provide Regional oversight on the delivery of Work and Family Life programs and services; address and correct deviations from standard within 5 business days.

95% Bi-annual review

Assess Effectiveness, Identify Problems, Recommend

Adjustments for Regional Work and Family Life Programs

4.5.7.4 Provide quarterly

review of Work and Family Life Programs staff compliance with direct service productivity standards.

95% Quarterly review of staff direct services productivity standards

CNIC HQ or Regional Executive Administrative

Support

4.5.8.1 through 4.5.8.5 Administrative support provided with no more than 2 validated customer complaints per year; administrative functions performed within required timelines; data collection and processing provided with an error rate of less than 3%.

95% Bi-annual performance review

CNIC Headquarters Military Readiness Programs Analysis and Support Compliance

4.5.9 Compliance with Navy

Certification Standards

N-MIL-MLSE 1

through N-MIL-MLSE

3, N-MIL-MLSE 5

through N-MIL-MLSE

10, N-MIL-FR 1

through N-MIL-FR 7

100% Annual review

CNIC HQ Military Readiness Programs Analysis and Support

4.5.9.1 through 4.5.9.8 Functions are performed within required timelines, with no deviations; functions are performed with no more than 2 validated customer complaints per year.

95% Bi-annual performance review

CNIC Headquarters Family Readiness Program Analysis and

Support Compliance

4.5.10 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 4, N-MIL-

MLSE 7 through N-

MIL-MLSE 11, N-

MIL-VC 1 through N-

MIL-VC 5

100% Annual review

CNIC HQ Family Readiness Program Analysis and Support

4.5.10.1 through 4.5.10.8

Functions are performed within required timelines, with no deviations; functions are performed with no more than 2 validated customer complaints in any one location per year.

95% Bi-annual performance review

CNIC Headquarters Sexual Assault Prevention and

Response (SAPR) Program Analysis and Support

Compliance

4.5.11 Compliance with Navy

Certification Standards

N-MIL-SAPR 1

through N-MIL-SAPR

100% Annual review

CNIC HQ Sexual Assault Prevention and Response

(SAPR) Program Analysis and Support

4.5.11.1 through 4.5.11.8

Functions are performed within required timelines, with no deviations; functions are performed with no more than 2 validated customer complaints per year.

95% Bi-annual performance review

CNIC Headquarters Counseling and Advocacy Programs

Analysis and Support Compliance

4.5.12 Compliance with Navy

Certification Standards

N-MIL-CR 2, N-MIL-

RPM 4, N-MIL-RPM

5, N-MIL-FAP 1

through N-MIL-FAP

13, N-MIL-NMC 1

through N-MIL-NMC 5

100% Annual review

CNIC HQ Counseling and Advocacy Programs Analysis and Support

4.5.12.1 through 4.5.12.12

Functions are performed within required timelines, with no deviations; functions are performed with no more than 2 validated customer complaints per year.

95% Bi-annual performance review

CNIC Headquarters Emergency Case Management/Individual

Deployment Support Coordination Compliance

4.5.13 Compliance with Navy

Certification Standards

N-MIL-ASE 5, N-MIL-

EFA 1 through N-MIL-

EFA 5, N-MIL-MLSE

1, N-MIL-MLSE 2, N-

MIL-MLSE 4, N-MIL-

MLSE 9, and N-MIL-

MLSE 10

CNIC HQ Emergency Case Management/Individual

Deployment Support Oversight and Coordination

4.5.13.1 through 4.5.13.3

Provide quarterly QA of Emergency Case Management and Individual Deployment Support activities and services, addressing deviations from standard within 5 business days.

95% Bi-annual performance review

Management and Administration of NFAAS

Database

4.5.13.5, 4.5.13.6 Provide quarterly QA of NFAAS database currency and accuracy, addressing errors within 5 business days

95% Quarterly review of QA activities and outcomes

CNIC Headquarters FFSP Management, Training and

Information Technology Support Compliance

4.5.14 Compliance with Navy

Certification Standards N-MIL-TS 1 through

N-MIL-TS 3, N-MIL-

RPM 2, N-MIL-EFMP

4, N-MIL-FAP 12, N-

MIL-FR 4, N-MIL-

MLSE 9

100% Annual review

CNIC Headquarters FFSP Management, Training and

Information Technology Support

4.5.14.7 High-level quantitative

and qualitative data analysis provided with 98% accuracy

98% Bi-annual performance review

Expeditionary Combat Readiness Center (ECRC) Family Readiness Support

Compliance

4.5.15 Compliance with Navy

Certification Standards

N-MIL-MLSE 1, N-

MIL-MLSE 2, N-MIL-

MLSE 9 through N-

MIL-MLSE 11, N-

MIL-VC 1 through N-

MIL-VC 5

100% Annual review

ECRC Family Readiness Support

4.5.15.1 through 4.5.15.4.2

Aggregate customer satisfaction on applicable customer surveys is 95% or higher

95% Bi-annual performance review

Position Management 14.3 No significant disruption of services due to position vacancies unfilled

100% Periodic inspection

Personnel Qualifications 14.4 Maintain all positions filled with qualified

95% Periodic inspection personnel