Quality Oversight/Compliance Program


The Quality Oversight Program of the Health and Social Services agency has four elements:

  • compliance,
  • quality assurance,
  • continuous quality improvement,
  • and integrated client advocacy.

The focus of the program is on client outcomes and performance measures. The program helps the agency integrate the delivery of department services and incorporates contractors and clients in a process to improve client outcomes.

Management Principles

The Quality Oversight Program envisions an agency that responds to health and social needs with integrated service delivery that is provided in accordance with three management principles:

  • Strength-based / Family-based;
  • Mutual Respect;
  • and Program Driven / Financially Wise.

The program foresees a culture of continuous quality improvement and client satisfaction in which staff strives to achieve functional improvements in employment, education, family unification, health, safety, recovery, and wellness.

Focus on Client Outcomes

The Quality Oversight Program improves Health and Social Services through quality assurance and continuous quality improvement activities. With interdepartmental teams, the program uses the tools and techniques of continuous quality improvement, project management, and performance measures in collaborative and cooperative partnerships between departments, contractors, and community advocates. The goal is to move from measures that look at staff process activities (number of home visits, accuracy of records) to measures of client outcomes (employment, income, wellness, health).

The Health and Social Services agency operates programs and services in accordance with all federal, state, and local laws, regulations, and guidelines. The agency establishes standards and procedures to prevent and detect fraud, waste, and abuse of public funds.

The Quality Oversight Program works closely with the Integrated Client Advocacy Program to reinforce their mutual roles in the agency of oversight for client outcomes and integrated service delivery. The programs share a role of influencing outcomes that directly affect people’s lives. The quality program sets up a structure and process for improvement and the advocacy program speaks out on issues of concern to clients.