Set the stage

Begin discussing with your team the time and resource investments needed now.

For example, “This work will cost a tiny fraction of what the penalties cost if we don’t get PER rates less than 6%.” or “If we prioritize testing and improving this part of the workflows for our frontline staff, that will help us catch errors before final determination and save staff time for making other parts of the process better.”

Put frontline workers at the center of your approach.

Acknowledge their positions as experts who dedicate themselves to a very challenging career. Plan solutions iteratively to tackle complex challenges and integrate feedback along the way.

"The most challenging part is the expectations that are set upon us, with the frontline workers, they recently got rid of the quantity [goal] and focused mainly on quality. I've been preaching that for a long time."

QA Analyst

"Because there's no clear cut way to cite a case and it's based on the reader's interpretation of the policy … I'd say 90% of the time it is [up for interpretation].

Caseworker

“But it can also be a frustrating process when what we're required to do isn't in alignment with what the agency was required to do, which is I think resulted in part of the error rate."

QC Analyst