CPCS Plan of Action

Site Review Team Recommendation	Actions Planned by Agency	Implementation Date(s)
1. The agency needs to add consumer members to its governing board. (Standard #6)	Add two consumers to the Board of Directors	June 30, 2001
2. The agency needs to make the COP building handicap accessible. (Standard #11)	An elevator will be installed to make the second floor of the COP building Handicap Accessible. Because of the general unsuitability of the building to serve our clients, an elevator will only be installed if the planned ownership of the building is beyond the year 2003.	December 31, 2001 (if planned ownership of the building is beyond 2003)
3. The agency needs to develop a process to actively solicit and carefully utilize consumer and family input into agency policy setting and program delivery. (Standard #12)	Add two consumers to the Board of Directors Implement “Consumer Feedback Survey” which will randomly measure consumer satisfaction.	June 30, 2001
4. The agency needs to systematically involve consumers, staff and the community in annual agency planning and evaluation of programs, including feedback from its current and past users about their satisfaction with the planning and delivery of services. (Standard #13)	Implement “Consumer Feedback Survey” which will randomly measure consumer satisfaction. Hold a public forum one time during the year for consumers, other agencies, and any interested party willing to give CPCS feedback on delivery of services.	June 30, 2001
5. The programs needs a process to develop annual goals and objectives in response to consumer, community and self-evaluation activities. (Standard #14)	A strategic plan will be developed based on #3 and #4 above. The strategic plan will have measurable “Key Performance Measures” (KPMs) for each department and employee.	June 30, 2001
6. The agency needs to develop and utilize a procedure to incorporate consumer choice into the hiring and evaluation of direct service providers, and to ensure that special individualized services (e.g. foster care, shared care, respite care providers) have been approved by the family or consumer. (Standard #22)	Consumers are routinely used in the hiring process for adult services providers (as the audit recognizes). Children’s program will seek consumer involvement through the school district principals and administration that will be hiring on behalf of the child clients. Administration will seek consumer input through the client members on the board of directors.	June 30, 2001
7.The agency needs to evaluate all staff performance on an annual basis. (Standard #31)	Key Performance Measures (KPMs) will be created for staff in fiscal year 2002 (July 1, 2001 thru June 30, 2002)	KPM Creation June 30, 2001 KPM Measurement June 30, 2002
8. The agency needs to include a system for establishing employee goals and objectives in the staff evaluation system. (Standard #32)	Key Performance Measures (KPMs) will be created for staff in fiscal year 2002 (July 1, 2001 thru June 30, 2002)	KPM Creation June 30, 2001 KPM Measurement June 30, 2002
9. The agency needs to educate clients continually about the agency grievance procedure and should re-evaluate the current grievance system to make it more user friendly (e.g. not require that the client have to go to the person involved first).	New grievance procedure is created whereby supervisor, management, and/or administration can be contacted directly (before person directly involved is involved) Grievance procedure will be prominently posted and given to all new clients.	June 30, 2001