QUALITY PERFORMANCE QUOTIENT (QPQ) This assessment instrument is for use by the Program Coordinators to assess the operational performance of agencies that serve as delegates of The Partnership. It is to be used as a guide on what to examine during a visit and to rate overall performance and compliance. RATER NAME: DATE: SERVICE LOCATION: FUNDING TYPE: OVERALL RATING: OVERALL COMMENTS: 90‐ 100
80 – 90
70 ‐80
Below 70
RATING SCALE Excellent ‐ Meets all standards Good ‐Minor Corrections Needed Fair ‐ Not Meeting Standards Failing ‐ Requires Immediate Action 1. Files are kept in order, properly organized and all personal information is secured. Proof of eligibility is present and neatly organized. The application is completed and properly executed. Sample Size No. Compliant % Compliant 12 – Excellent 9 – Good 6 – Fair 3 – Poor 0 – Failed 2. Eligibility rules for low income adults, youth and dislocated workers are well known by provider. Client files contain proof of eligibility and accurate calculations for income verification. There is proof of the legal right to work in U.S., selective service criteria is met. Status as a veteran or member of a targeted group is documented. Sample Size No. Compliant % Compliant 12 – Excellent 9 – Good 6 – Fair 3 – Poor 0 – Failed 3. Case Notes are entered into IWDS at least once every 30 days as a minimum. They address goals and benchmarks as developed in the Individualized Employment Plan. They are action oriented, detailing office visits, referrals, correspondence, interviews, job offers, training progress, hire dates and details about wages/conditions. Case notes provide specificity such as dates, times, and modes of communication. They detail the outcomes of efforts, whether successful or not. 12 – Excellent Name of Agency: 9 – Good 6 – Fair 3 – Poor 0 – Failed Page 1 of 3 4. Exits are to be timely and with documentation to support exit reason. For adult/dislocated positive exits, proof of placement and retention past one quarter. For Youth, proof of placement or college enrollment are required. All files for exit are reviewed and approved by the Program Coordinator prior to exit. Negative exits are conducted for all customers with no employment services within 90 days who are not in occupational training. Exit is dated back to date of last service. 12 – Excellent 9 – Good 6 – Fair 3 – Poor 0 – Failed 5. IWDS input meets standards, including the proper input of the application, opening services as needed by customer, making sure customers are assigned to a workforce location and case manager. 12 – Excellent 9 – Good 6 – Fair 3 – Poor 0 – Failed 6. Capacity maintenance refers to the delegate keeping its caseload at the agreed upon number of active customers as identified in the loading plan. Customers are properly referred to locations with open enrollments. An up to date waiting list is kept on file and each week updated capacity is reported. All case manager positions are filled. 8 – Excellent 6 – Good 4 – Fair 2 – Poor 0 – Failed 7. Customer Service meets the need of core and intensive customers. ‐ Agency is friendly and welcoming ‐ Signage provides clear direction to entry point and to other designated areas of the center ‐ Reception staff is well trained, knows center procedures, and answers customer inquiries in a courteous and knowledgeable manner. ‐ Orientations are held at least once weekly, describe all programs within LWIA 7, and all questions are answered. Referrals are made upon customer request. ‐ Reasonable accommodations are provided as needed based on established policy. ‐ TDD machine is in place and operational. 8 – Excellent 6 – Good 4 – Fair 2 – Poor 0 – Failed 8. Resource Center provides computers with Internet, phone(s), fax(s), copier(s) for use by core customers daily for a specified number of hours. Information on resource center hours are posted. All equipment is operational; computers include access to Illinois WorkNet and Illinois Job Link. Customer assistance is provided as needed. 8 – Excellent 6 – Good 4 – Fair 2 – Poor 0 – Failed Name of Agency: Page 2 of 3 9. Core Service Offerings include workshops on preparing resumes, interviewing skills, digital literacy, and labor market information. Other topics of primary interest are offered to job seekers. 8 – Excellent 6 – Good 4 – Fair 2 – Poor 0 – Failed 10. Facilities are in clean and safe condition. There is ample seating for customers waiting for services. Orientation is held in a room suitable for at least 30 attendees, and PowerPoint is shown to the entire room. The facility meets ADA accessibility standards and is. There is a current floor plan and a plan for emergency evacuation available. 8 – Excellent 6 – Good 4 – Fair 2 – Poor 0 – Failed Recommended Plan of Action: Program Coordinator: ______________________________________________________ Date: ___________________________________ ROUTING: Regional Manager Director of WIA Programs Accountability Manager Chief Program Officer Chief Executive Officer Name of Agency: Page 3 of 3