The work group that met in 1999 and 2000 developed the expectations. 

The work group was made up of case managers, caseworkers, Communication Workers of America representatives, supervisors, a county director, and an assistant Area Director. It was facilitated by Sandra Levels, Assistant Deputy Director of Income Maintenance, and received technical assistance from Staff Training and Central Office Personnel officers. 

Developing performance expectations is a difficult task.  There were diverse opinions on components, how and what to use for measuring performance, and the rating scales.  The group was able to reach consensus and produce the expectations that this memorandum implements. They are commended for their hard work. 

We ask that you give the new expectations and rating a try with good faith and see how they work.  After you have worked with them for a while, feel free to comment or suggest changes. 

IMPLEMENTATION

Self-Sufficiency Case Managers and Caseworkers, except those listed below under Exceptions, will be transitioned to the new expectations over a three-month period beginning July 2002.  The transition must be completed by the end of September 2002.  To do this, supervisors must:

1. Complete a "summary" performance appraisal for each self-sufficiency case manager (SSCM) and caseworker to close out the current expectations.  For this transition period, supervisors may complete a "summary only" rating regardless of the last rating date.  Send the summary rating to Personnel.

2. Present the new Employee Performance Planning and Appraisal (EPPA) to the employee.  Discuss the components, expectations and measurement methodology with the employee.  Give the employee a copy of the new EPPA and its instructions.

 
3. Give the employee his/her full rating on the usual date of his/her annual service rating. 

 
Example 1:  Annual rating is due in December 2002.  Transition to new EPPA occurs in July 2002.  Next rating is due in December 2002.
 
Example 2:  Annual rating was due in February 2002.  Transition to new EPPA occurs in August 2002.  Next rating is due in February 2003.

Implementation differs for the following employees:

1. Employees within four months of completing their probationary period will not be placed under the new expectations.  Rather, they will be rated using the performance expectations currently in place for the employee.  After the employee passes probation, give the employee the new expectations for their next rating period. 

 
2. Employees on corrective action plans will complete their current corrective action period before being placed under new expectations.

 
3. If an employee's rating period ends within three months of the implementation of the new expectations (July 1st, 2002), they will not be evaluated under the new expectations.  Use the employee's current expectations to complete this rating period. Give the employee the new expectations for the next rating period.

 
Example:  Annual rating is due September 2002.  Give the employee his/her full rating using current expectations in September 2002.  Give the employee the new expectations for the rating period beginning October 2002.
 
4. Immediately begin using the new, standardized expectations for employees hired after receipt and discussion of this memorandum.

With this memorandum is a copy of the Self-Sufficiency Case Manager Employee Performance Planning and Appraisal and the Caseworker Employee Performance Planning and Appraisal and their instructions. 

The EPPA forms can be printed off the DFS Intranet site under Tools: Forms: Word Templates: Individual Forms (cwprfpln.dot and cmprfpln.dot).  The Intranet forms have the JOB COMPONENTS and PERFORMANCE EXPECTATIONS sections completed.  These are protected fields so they cannot be changed. 

If you choose to start with a blank form and type in the JOB COMPONENTS and PERFORMANCE EXPECTATIONS, they must be the same as what is on the attached copy. 

A program that will automatically calculate the component scores and overall rating is being tested.  When we are sure it is working correctly, it will also be available on the Intranet. 

Following is a brief description of the components for each position.  A more detailed explanation and the rating scale are on the EPPA and in its instructions.  For both positions, the tools used to measure performance are case reading, observations and reports.

SELF-SUFFICIENCY CASE MANAGER EXPECTATION COMPONENTS

Case management:
Measures the case manager's performance in assisting Temporary Assistance participants to transition to employment or into an activity that promotes self-sufficiency.  This includes timely entry of data into systems for tracking and reporting purposes.

Accurate Supportive Services:
Measures the case manager's ability to accurately identify supportive services, determine eligibility and correctness of benefit amount.

Timely Supportive Services:
Measures the case manager's timeliness in issuing payments for supportive services and in completing applications within the time frames required by the different programs.

Customer Service:
Evaluates the case manager's interaction with both external and internal customers.  Responses and follow-up must be timely, professional and courteous. 

Quality:
Measures the case manager's recording, verification, forms and caseload management.

CASEWORKER EXPECTATION COMPONENTS

Accuracy:
Measures the caseworker's performance in determining eligibility and providing correct benefits.

Timeliness:
Measures the caseworker's performance in completing applications within the time frame required by program rules and regulations.

Customer Service:
Evaluates the caseworker's interaction with both external and internal customers.  Responses and follow-up should be timely, professional and courteous. 

Quality:
Measures the caseworker's recording, verification, forms and caseload management.

TRAINING

Staff Training developed a training package for the new EPPA.  However, because of cost constraints, training will only be conducted in St. Louis and Kansas City.  For Areas 1,2,3 and 4 staff trainers may be available to attend Area meetings.  Contact Dennis McCallister at (816) 889-2722 if you would like a trainer to attend an Area meeting or would like a copy of the training package.

CASE READING FORMS

A new case reading form, IM-209 Temporary Assistance/Child Care, was developed and changes were made to the current IM-209 Case Reading From to better support measuring the new expectations.  These are in the process of being finalized.  They will be sent under a separate memorandum.

Again, these expectations were developed by staff at all levels, including front-line staff, supervisors and CWA representatives.  Please give their implementation your best effort.

• Discuss this memorandum and the new expectations with all staff. 

• Transition employees to the new Expectations beginning July 2002.

• Immediately implement the new, standardized expectations for employees hired after receipt and discussion of this memorandum.

• If you have questions or concerns, contact Bernice Holtmeyer, IM Program and Policy, at (573) 522-2619.