BOCC Program Monitoring Scoring Guide - BHS

• Program Performance
• Program Deliverables
• Program Compliance
• Client Satisfaction

Assigned performance objectives (standardized or program-specific) are rated individually and then resolved into an overall category score.

Individual Objective Scoring:

• Objective achieved 90% to 100% - 5 points
• Objective achieved 80% to 90% - 4 points
• Objective achieved 70% to 80% - 3 points
• Objective achieved 60% to 70% - 2 points
• Objective achieved 50% to 60% - 1 point
• Objective achieved less than 50% - 0 points

Points from all objectives are summed and divided by total possible points to arrive at total points for Program Performance category.

Program Performance Overall scoring:

• Achieved 90-100% = 30 points
• Achieved 80-89% = 27 points
• Achieved 70-78% = 25 points
• Achieved 60-69% = 22 points
• Achieved 50-59% = 19 points
• Achieved <50% = 0 points

Program’s final delivered units of service as percentage of contracted.

• Achieved 90-100% = 20 points
• Achieved 80-89% = 18 points
• Achieved 70-78% = 16 points
• Achieved 60-69% = 14 points
• Achieved 50-59% = 12 points
• Achieved <50% = 0 points

The Compliance section is comprised of four elements:

Program Declaration of Compliance:

• PDC submitted = 5 points
• PDC not submitted = 0 points

Administrative Binder:

• 100-90% compliant = 15 points
• 89-80% compliant = 12 points
• 79-70% compliant = 11 points
• 69-60% compliant = 9 points
• 59-50% compliant = 8 points
• Less than 50% compliant = 0 points

Site/Premises:

• 100-90% compliant = 15 points
• 89-80% compliant = 12 points
• 79-70% compliant = 11 points
• 69-60% compliant = 9 points
• 59-50% compliant = 8 points
• Less than 50% compliant = 0 points

Plan Of Action (POA):

POA not needed or fully implemented = 5 points

All BHS programs are required to assess Client Satisfaction. Certain program types must complete the State-mandated Client Perception Survey (CPS) for mental health providers or the Treatment Perception Survey (TPS) for substance use providers. Providers not required to participate in the Standardized Client Satisfaction survey must conduct their own individual client satisfaction survey.

Standardized Client Satisfaction Survey (10 possible points):

>=50% of surveys returned = 5 points

• 100-90% satisfied = 5 points
• 89-80% satisfied = 4 points
• 79-70% satisfied = 3 points
• 69-60% satisfied = 2 points
• 59-50% satisfied = 1 points
• Less than 50% satisfied = 0 points

Program Custom Client Satisfaction Survey (10 possible points):

• Used a survey tool = 2 points
• Completed survey = 3 points
• Analyzed results and shared with staff = 5 points

The results of the four monitored domains are summed and the program is assigned an overall score based on the total achievement that resolves to four possible ratings:

• Less than 50% overall score = 1 - Unacceptable
• 50% to 79% overall score = 2 - Improvement Needed/Below Standards
• 80% to 89% overall score = 3 - Acceptable/Meets Standards
• 90% to 100% overall score = 4 - Commendable/Exceeds Standards

Any overall score of 2 or less automatically triggers a Plan of Action and is flagged for DPH program administration review.