§3 ch5: Working with Contracted Treatment Providers
5.9 Evaluation of Contracted Services
The overall quality of the service delivered by the treatment provider must be evaluated constantly to ensure that family members receive appropriate interventions.
If, for any reason, CTS delivery fails to meet the standards sought for each household, the Children’s Service Worker must take immediate steps to rectify the situation.
5.9.1 Provider Compliance Issues
The following components of the provider’s activities should be assessed before generating payment or reauthorizing services:
- Did the provider begin service delivery promptly?
- Was the provider’s initial 30-day report received on time?
- Is the provider available to discuss the service delivery and results with the Children’s Service Worker?
- Were the provider’s subsequent 60-day reports received in a timely manner?
- Did the provider consistently report changes?
If the provider fails to meet CD standards outlined above, the Children’s Service Worker must promptly clarify agency expectations with the service provider. In the event compliance issues remain unmet, payment shall be suspended until the full contracted service is delivered. To suspend payment, the worker should provide the SEAS payment designee with a full account of the reasons payment should be suspended. Once the compliance issues are resolved, the worker should notify the SEAS payment designee to allow payment.
5.9.2 Provider Effectiveness Issues
If the provider’s level of effectiveness is not adequate, the Children’s Service Worker must take care to reiterate the purpose and goals of the original referral. The provider’s input must be sought and, where necessary, the treatment plan adjusted in order to secure quality services. Continued ineffective service delivery should result in the withdrawal of authorizations and the selection of a new resource.
The following issues should be considered when evaluating the effectiveness of the contracted service provider:
- Did the provider establish a constructive relationship with household members?
- Were the provider’s activities appropriate?
- Has there been progress toward achieving desired outcomes for the family?
- Do family members feel they have benefited from the service?
- Does the provider identify specific areas of progress or benefit for the family?