Action Plan: CCC’s managerial and quality assurance review processes include reviews of all client files to ensure appropriate documentation of eligibility, services rendered, and client progress. These reviews happen at intake and periodic intervals to ensure the accuracy and quality of the client record. We acknowledge that in some cases, management did not specifically document the management review of eligibility documentation, however the review process did ensure that all files did include appropriate documentation of client eligibility. Moving forward, we will ensure that all client files specifically evidence managerial confirmation of client eligibility with one or more of the following:
1. a signed checklist containing potential eligibility documents
2. a signature on the actual eligibility document or referral
3. an electronic case note to the file confirming review and presence of eligibility documentation.
We have already begun working with relevant departments to implement these improvements and will monitor the implemented changes to ensure their effectiveness as we are committed to maintaining and enhancing our internal controls environment and the quality of services provided to the individuals and families we serve.