BBCBC Network Orientation

1. BBCBC Network Orientation 2009

2. Agenda BBCBC OVERVIEW the network’s mission, philosophy, goals, and services BBCBC PROVIDER NETWORK OVERVIEW & OPERATIONS the network’s mission, philosophy, goals, and services network operations and functioning network policies and procedure’s including access procedures network billing practices BBCBC PROVIDER NETWORK GOALS, SERVICES & CONTRACTS the network’s mission, philosophy, goals, and services utilization management criteria the network’s conflict of interest policies and ethical expectations the provider’s role in the network’s PQI process OP 1207 – Network Training

3. BBCBC OVERVIEW

4. History of BBCBC • BBCBC was founded in 2002 in order to meet the need for a community response to the initiative by Florida’s Legislature and DCF. • BBCBC is the direct result of a unified effort between the Camelot Community Care, Children's Home Society of Florida, and DISC. • Our service area now includes the twelve counties included in Florida Judicial Circuits 2 and 14.

5. Big Bend Community Based Care Mission To provide the highest quality child welfare prevention and intervention services to children and their families in their home communities.

6. Big Bend Community Based Care Vision To create local ownership of the child protection system in each of our 12 communities. By doing so, we believe that the quality of life for the children and families we serve will dramatically improve and the incidences of child maltreatment will dramatically decrease.

7. Big Bend CommunityBased Care Core Value Core Value The belief that all children have the right to grow up safe, healthy and fulfilled in families that love and nurture them. We will rely on the following values to guide us in our work:

8. We will… • Respect the caregivers of children • Be innovative and dedicated to excellence • Be ethically, socially and culturally responsible • Promote family and personal responsibility • Partner with community and faith-based organizations to foster open and collaborative relationships • Earn the trust and respect of our partners, customers and the public by providing exceptional customer service while practicing sound fiscal stewardship • Employ an analytic and systemic approach to planning and performance management • Facilitate a work environment that encourages professional development and growth

9. Big Bend CBC’s Keys to Success • Community Engagement • Managing Revenue • Quality Services • Professional Development

10. Agency Mission Long-Term Strategic Plan A documented, coordinated and disciplined process designed to produce a desired outcome 3-5 Years Short Term Strategic Plan One Year Quality Management Plan One Year • Professional Development • Partner Pre- & In-Service Training Plan • Professional Development Plans for BBCBC Staff • Managing Revenue • Cost Allocation Plan • Community Engagement • Community Development Plan • Foster Parent Recruitment Plan • Quality Services • System of Care Plan – Direct Services • BBCBC OPs – Administrative Services

11. BBCBC uses this model for all of its functions…

12. BBCBC Policies & Procedures • Series 100: Intake • Series 200: Placement Services • Series 300: Medical and Behavioral Health Care • Series 400: Child Welfare Services • Series 500: Special Populations • Series 600: Legal Issues • Series 700: Provider Network & Licensing • Series 800: Performance and Quality Improvement • Series 900: Data Collection and Records • Series 1000: Network Administration • Series 1100: Human Resources Management • Series 1200: Training and Supervision • Series 1300: Financial Management • Series 1400: Building and Facilities Management • Series 1500: Client Rights

13. BBCBC Policies & Procedures All BBCBC Policies are available on the BBCBC website in the Documents section: www.bigbendcbc.org Each member of the BBCBC Service Network is responsible for becoming familiar with these policies and incorporating them in their work. If you have any questions regarding any BBCBC policies please contact Pam East, COO at peast@bigbendcbc.org or 850-410-1020.

14. BBCBC Policy Guidelines • BBCBC’s business is conducted in accordance with the laws of the State of Florida, the corporation's Articles of Incorporation, the Bylaws of the Corporation, Board-approved Policies and Procedures, and generally accepted business practices. The intent of BBCBC policies is to clarify law, rule, and federal and state policy and to provide instruction and guidance to staff concerning practices unique to BBCBC operations. • Policies & Procedures are available via BBCBC’s website (www.bigbendcbc.org). • BBCBC reviews its Policies & Procedures annually. • Changes to Policies & Procedures are initiated when there are: • Changes in applicable laws, regulations, or directives, • Changes in the BBCBC organization, operational activities, or business approach, • Changes in BBCBC procedures that necessitate updates in complimentary policies

15. BBCBC Philosophy and Beliefs about Quality • BBCBC believes that assuring quality and improving services is a continuous process. Providing cost-effective, quality services are considered to be the responsibilities of all staff, service providers, and licensed caregivers. While there is never an excuse for poor quality service, BBCBC views mistakes as tools for learning and improving services for children and families. (09/10 QM Plan)

16. BBCBC’s Quality Management System (QMS) • BBCBC’s system includes a set of policies, processes and procedures required for planning and implementing the core work of our organization. The QMS allows BBCBC to identify, measure, control and improve services for children and families. (09/10 QM Plan)

17. Key Facts about BBCBC’s QMS • It is an analytic and system-wide approach for planning and performance management • It uses data collected from electronic systems, case files and reports to inform the planning and implementation of service, administrative and financial functions • It includes input from BBCBC and Network Provider employees, Foster Parents, and other community stakeholders • The primary purpose of the QM Plan is to define how we and our partner providers will work to strengthen practice by improving the timeliness, accessibility, quality and effectiveness of services (09/10 QM Plan)

18. Florida Department of Children & Families Circuit 2 & 14 Contract Oversight & Funding Big Bend Community Based Care, Inc. Lead AgencyAdministrative Functions System of Care·Budget & Finance · Quality Management (4.8% Annual Funding) Facilities & Information Technology (6.3% Annual Funding) Prevention Services 4.1% Annual Funding Case Management Services 39% Annual Funding Foster Care Placement Services 29.4% Annual Funding Independent Living Services 2.9% Annual Funding Adoption Services 14.9% Annual Funding Children’sHome Society Leon County DISC Village Franklin, Gadsden, Jefferson, Liberty, & Wakulla Counties Habilitative Services Calhoun, Holmes, Jackson & Washington Counties Life Management Center Bay & Gulf Counties Anchorage Children’s Home Calhoun, Holmes, Jackson & Washington Counties Camelot Community Care Gadsden, Gulf, Jefferson, Leon & Liberty Counties Children’s Home Society Bay & Leon Counties DISC Village Wakulla & Franklin Counties Camelot Community Care Franklin, Gadsden, Jefferson, Leon, Liberty, & Wakulla Counties Boys Town Leon County Life Management Center Bay, Calhoun, Gulf, Holmes, Jackson & Washington Counties DISC Village Bay Calhoun Franklin Gadsden Gulf Holmes Jackson Jefferson Leon, Liberty, Wakulla & Washington Counties Children’s Home Society Franklin, Gadsden, Jefferson, Leon, Liberty, & Wakulla Counties Life Management Center Bay, Calhoun, Gulf, Holmes, Jackson & Washington Counties

19. BBCBC PROVIDER NETWORK OVERVIEW & OPERATIONS

20. Network Goals • BBCBC uses a Strategic Planning process to: • Clarify the vision, mission, values and mandates of the BBCBC Network • Assess the strengths, weaknesses, opportunities and threats of the Network • Establish goals and objectives, which flow from the mission and BBCBC’s mandated responsibilities • Identify and formulate strategies to meet identified goals OP 1001 – Strategic Planning

21. Provider Recruitment and Network Development • It is the policy of BBCBC to coordinate a network of agencies and individual providers designed to meet the needs of children and their families and provide a comprehensive range of services that strengthen and stabilize families, maintain children in their communities, and lead to permanency.

22. Network Operations I • As the designated lead agency in Circuits 2 & 14 by the Florida Department of Children and Families, BBCBC will ensure: • Services provided through the BBCBC network of contracted provider agencies are defined in writing • Written agreements regarding services to be provided by specific agencies and community partners are established through the appropriate contracting or memorandum of understanding (MOU) methodologies • Services are structured to readily adapt to changes in the service environment and the needs of the clients served to achieve desired outcomes OP 1000 - Legal Authorization to Operate

23. Network Operations II • The BBCBC network of providers will be structured to include the unique contributions and goals of each provider agency and allow for the reconciliation of each member’s ethical and mission-driven interests. Network functions will include: • Process to ensure ease of entry into the BBCBC system of care • Agreed upon quality improvement measurements and expectations for the BBCBC system of care • Uniform utilization protocols when established • Management of network operation and participant information, including key costs, performance measures, outcome measures, and stakeholder satisfaction data OP 1000 - Legal Authorization to Operate

24. Network Operations III • The BBCBC network of providers will establish and use an effective communication system that: • Provides all parties with information needed to operate effectively • Facilitates clear understanding of mutual expectations • Describes the processes for conflict resolution, including conflicts of interest among contracted providers and community partners OP 1000 - Legal Authorization to Operate

25. Network Operations IV • BBCBC will maintain a formal process for provider and community partners to express and resolve complaints and grievances including: • Denial or termination • Decisions not to contract with providers • Decisions to abrogate contracts with providers • Referral and utilization practices when established • Payment OP 1000 - Legal Authorization to Operate

26. BBCBC PROVIDER NETWORK GOALS, SERVICES & CONTRACTS

27. Service Provider Subcontracts & Network Provider Agreements • BBCBC has two types of agreements for services: • Network Provider Agreements • These are written agreements with vendors for professional services provided to children and families within the BBCBC network. Providers are reimbursed by BBCBC out of Purchase of Service funds. These Network Providers are not subject to BBCBC’s contracting processes, but may be subject to monitoring processes. • Service Provider Subcontracts • These are formal written agreements executed by BBCBC with sub recipients, called Service Providers, who are paid for the provision of services. Subcontracts include specific performance measures and Service Providers have programmatic responsibility defined as such by BBCBC and/or federal/state funding sources. OP 709 - Provider Recruitment & Network Development

28. BBCBC Network Services • BBCBC Network service recipients will be provided with a choice of providers, to the extent possible within the available resources and service requirements and will be readily moved between programs or levels of care as service needs change or progress is made. • BBCBC Network services recipients will be placed in the least restrictive, most appropriate service that meets their needs. Preference is achieved through flexible, responsive admissions, and utilization management criteria when established for persons with multiple or chronic needs. • The BBCBC Network will implement best, promising, and evidence based service practices to meet the needs of children and families served. • BBCBC Network service information will be made available to the public via the BBCBC website and provided to persons served at intake. • The BBCBC Network providers will: • Accept referrals through established access processes • Provide prompt service response via telephone or email as appropriate • Respond to non-urgent requests within a week of the initial call • Maintain cost-free telephone accessibility at all hours • Provide intake, and assessment 24 hours-a-day, seven days a week • Provide mobile capability to respond to home, school, emergency room or police department for evaluation and crisis intervention, when necessary • Provide emergency services immediately, or within six hours or less of an initial call • Provide urgent care services within 24 to 72 hours of the initial call OP 1002 – BBCBC Network Services

29. QMS and BBCBC’s Contracts with Network Service Providers • Network Provider Agencies’ files, records, and documents are accessed by BBCBC’s Contracts and Quality Management staff to evaluate compliance with policies and procedures, Florida Statutes and Administrative Code • Network Provider Agencies submit their internal Quality Assurance Plan to BBCBC as one of their contract requirements • Network Provider Agencies work with BBCBC Quality Management staff on quality monitoring, assessment and improvement activities (09/10 QM Plan)

30. Evaluation Process for Network Goals and Services • BBCBC and its Network use outcome measurement to evaluate individual progress and effectiveness of service delivery, including the use of client and stakeholder satisfaction surveys. BBCBC assesses itself and the Network using: • Performance Measures – Outcome measures for programs and services • Financial Indicators – Measures of financial stability, cost efficiency and compliance with recognized accounting standards • Stakeholder Surveys – Qualitative measures of satisfaction with the Network and its services • Management Indicators – Process measures of efficiency, timeliness, and compliance with policies and procedures • Personnel Indicators – Surveys of BBCBC and Network Partner employee satisfaction, reviews of employee’s performance, and turn-over data • Quality Measures – Process measures of service provision within programs focused on best practices OP 1004 – Outcome Measurement

31. Training Documentation Thank you for completing this online training presentation. • To document your participation please immediately send an email listing your name, position, agency, email address, and circuit to the BBCBC training department at: training@bigbendcbc.org • Please let us know any training topics you would like to be provided with in a classroom training, online presentation or training resource materials. • BBCBC Training Coordinator contact: Carol Edwards 850-694-0728

32. BBCBC values your time and commitment to work with us in partnership to build stronger families in our community. • Thank you for your service.