BP - GA Planning

2006 Annual State Ombudsman Training Conference
Success in Ombudsman Programs

Local Program Performance: Planning and Evaluating our Work

Georgia

Category: Program Management

Project Description: 

Over the last several years, we’ve been working to develop program management process that credits our local programs for their hard work, encourages them to improve performance, and holds them accountable.  Here are the key components of the process we’ve developed (the tools provided as handouts are indicated by *):

1. Planning – Each local program submits an LTCO Annual Plan for AAA and State LTCO approval.  It indicates how the program will meet or exceed standards related to 10 required “Program Components”:
   1. Complaint Processing
   2. Information and assistance
   3. Community outreach and education
   4. In-service education to facility staff
   5. Routine visits to long-term care facilities
   6. Issues advocacy
   7. Interagency coordination
   8. Resident council and family council activities
   9. Volunteer management
   10. Nursing home pre-survey information.

2. Evaluation –
   1. All programs -- At the end of the fiscal year, we evaluate each local program’s performance against their planned activities, and we show them the data in the following formats:

                                                               i.      Data Profile – a spreadsheet showing data in every activity we track, including comparisons by full-time equivalents so productivity of all programs can be compared regardless of size.

                                                             ii.      Measurement and Analysis Plans (MAPs) – a graphic depiction of each local program’s performance, compared to minimum standards and the goals set forth in their Annual Plan.*

                                                            iii.      Program Performance Assessment -- a “report card” indicating whether programs met their goals and minimum standards.*

2. Selected programs – Each year we visit several local programs to conduct a more in-depth site visit.  We focus on the Program Components, review a sampling of case files, and develop a report.*

Project Impact:

-     Residents, families, and facilities can expect to receive similar services from the ombudsman regardless of where they live in the state (i.e. we provide common services with common standards).

-         In developing the Annual Plan, local ombudsmen set performance goals and plan for balancing competing priorities for their time and resources.  Some negotiate with the State LTCO for modified standards where resources are not sufficient to meet all of the standards, which helps the State LTCO better respond to program needs and quantifies needed resources.

-         Local ombudsmen know what they will be evaluated on by the AAA and by the State Office. All local programs and AAAs receive annual feedback on their performance from the State Office, including knowing how their performance compares with that of their peers.

-         More in-depth technical assistance, documentation review, and recommendations are provided by the State Office periodically.

Contact Person: Becky Kurtz

Phone Number: 404-657-5327   Fax: 404-463-8384  E-mail: bakurtz@dhr.state.ga.us