Each CAO will prepare a corrective action plan to show what actions it will take to correct errors that have occurred. The CAO will do the following:
1. Analyze the QC findings to determine its strengths and weaknesses. In analyzing its performance, the CAO will look at each individual error to determine:
who caused the error (recipient or agency);
what caused the error (e.g., new policy);
when did the error occur (e.g., during a strike);
if the error is occurring in other counties as well; and
why the error occurred (e.g., lack of training).
NOTE: When researching why the error occurred, be sure to analyze the “root cause” of the error, not just the causal factor. “Lack of Training” may be the causal factor in a particular error, but is not the root cause. However, “why was there a lack of training” is the next logical question to ask. When that question is answered, continue to ask why until a root cause is identified.
2. Using the analysis, recommend corrective actions based on the root cause to reduce or eliminate the errors. Changes may be in training, operations, organization, or any other area.
3. Recommend corrective actions based on the root cause not under CAO control to the Area Manager.
4. Implement the corrective actions based on the root cause within the CAO’s control.
5. Monitor the corrective actions based on the root cause as they progress. Make sure that the corrective action plan stays on target.
6. Evaluate the corrective action plan based on the root cause to decide whether it was successful. The CAO will determine whether it should continue, modify, or discontinue the plan. If the plan was not successful in reducing or eliminating errors and is discontinued, the CAO will look at the analysis again and develop another plan.
Federal regulations for the TANF, MA, and SNAP programs require the Department of Human Services (DHS) to prepare and submit statewide corrective action plans to correct the errors found by QC.
OIM has assigned priority to the development of corrective action plans for those QC elements which:
significantly contribute to the payment error rate; and
reflect a high incidence of agency caused errors.
The corrective action plan explains the initiatives DHS plans to take to substantially reduce or eliminate the errors that occurred during a review period.
Reissued January 30, 2015, replacing September 27, 2005