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A well-defined process with streamlined data fields boost accuracy of case management  

Agency: Opportunities for Ohioans with Disabilities
Project Type: Green Belt Project -- Pam Laing
Process: Actual Service Data
Contact: Pam Laing
Phone: 614-438-1249

OOD has in-house service providers. These staff report the work they complete using a page in the OOD case management system called "actual services." The problem was that the reporting was inconsistent, and making it difficult to capture an accurate sense of the work completed. The data was inconsistent, and OOD was unable to determine the cost benefit of providing the services in-house with staff on payroll compared to the cost of purchasing the service from a vendor. In addition, services were reported as actual service when they should be reported in other sections. As a result, the data was unreliable.

Biggest Change: The project team created standard definitions to define what each data element meant and what should be recorded, to reduce confusion and increase reliability.

Additional Change: The project team determined the critical data collection points, mandated fields (when possible), created standard definitions, and published clear guidance on how to complete the data fields.

Test Phase: OOD staff tested the revised guidance before training staff using eight sample scenarios. They found that in four of the scenarios, all group members responded and completed the page with 100% accuracy. Due to the other variances, they tweaked the guidance before roll-out. They plan to revisit these same scenarios now that the staff have been trained (training was held on January 15, 2016), to see if consistency and reliability have increased.

Posted January 15, 2016

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