The Department has a rigorous quality management system that both assures quality and emphasizes quality improvement. Our Quality Management system uses oversight and evaluation mechanisms to monitor and improve the quality of services and supports on an individual, provider and system wide basis.

The Quality Management System is designed to assure quality services and supports through identification, correction, follow-up and technical assistance in areas affecting the health, safety, human rights and quality of life of individuals the Department supports. Through review and analysis of data, the Quality Management System also identifies and reports on patterns and trends that would lead to ongoing service improvement.

Listed below are some of the major quality assurance mechanisms currently in place. Click on any selection and you will find a brief description for each and a corresponding link for more in depth information.

Licensure and Certification
Service Coordination
Incident Managment System
Risk Management System
Human Rights
Medication Administration
Investigations/Complaint Resolution Teams
Criminal Offender Record Information (CORI)


Licensure and Certification
The licensure and certification system is the process by which we license and certify both public and private providers. The Department both licenses and certifies residential, day, employment and site-based respite services. The licensure process includes a review of the presence of essential safeguards relating to health, safety and human rights, without which an agency cannot enter into contracts with us. The certification process is the combination of the health and safety licensure review as well as additional qualitative areas such as individual control, community and social connections, and personal growth and accomplishments. The provider is granted both a level of licensure and certification based upon the presence of specific outcomes in individuals' lives.

Service Coordination
The Individual Service Plan (ISP) is the cornerstone of all efforts on behalf of the individual. The ISP outlines the services and supports necessary to meet an individual's needs. Its implementation and effectiveness is monitored on an on-going basis by the individual's service coordinator. Service coordinators monitor the ISP through direct communication with the individual, their families and guardians, and service providers, through coordination, advocacy and problem solving when necessary.

Incident Management System
The incident management system provides for prompt reporting, timely action, review and follow-up on any incident in the lives of individuals receiving supports that result in physical or emotional harm, have the potential to result in harm, involve property destruction, police or mistreatment. Incidents are reported to us and are followed up with service providers to ensure that issues needing attention are addressed.

Risk Management System
The risk management system identifies and assesses potential risks to individuals, takes a pro-active approach in managing risk, and provides skilled interventions to mitigate risk. Service coordinators review the status of individuals on a regular basis and develop, review and update risk management plans as needed.

Human Rights
The human rights system is designed to affirm, promote and protect the civil and human rights of individuals. All providers offering supports are required to have human rights officers, a human rights coordinator and a human rights committee. The human rights committee reviews provider policies and procedures, as well as the use of behavior modification plans and the use of restraints. Any use of restraints is reported by the provider to the Area Office and information regarding statewide use of restraints is monitored and reviewed for trends and patterns.

Medication Administration
The medication administration program (MAP) is administered by us, and regulated by the Department of Public Health (DPH). MAP trains, certifies and monitors the administration of medication by non-licensed staff (i.e. non RN's). The MAP testing program is administered by the American Red Cross. All medication occurrences are reported within 24 hours to the Department's Regional MAP coordinators, who are RN's. Follow up and technical assistance is done with all providers. DPH also conducts clinical reviews to assure proper implementation of MAP policies and procedures.

Investigations/Complaint Resolution Teams
All suspected incidents of abuse, mistreatment, or neglect must be reported to the Disabled Persons Protection Commission (DPPC). The DPPC may conduct its own investigations of incidents or may instruct the Department to conduct its own investigation. Findings of an investigation are referred to the Area Office, which in conjunction with the Complaint Resolution Team comprised of our staff and citizen volunteers, develops an action plan to ensure future protection of the individual and others.

Criminal Offender Record Information (CORI)
All new applicants for employment with the Department and its provider agencies are subject to a criminal background check before they can be employed to work with individuals with intellectual disabilities. Compliance with CORI requirements is monitored through regular audits of provider records.


This information is provided by the Department of Developmental Services.