Page 17 - QVM Legal - Quality, Value and Metrics

QVM - Quality, Value, and Metrics

Programs develop follow-up processes to assess factors such as maintenance of outcomes,
satisfaction of the businesses served and other relevant stakeholders, and follow through on
recommendations made at the time of termination of service.
 The program has developed guidelines for matter and case evaluation that are based on sound
management assessments consistent with its scope of services and appropriate to the needs of
the businesses served.
What are the quality program’s guidelines and how were they developed?

Programs develop guidelines by considering factors such as empirical evidence, preferred
practices, staff knowledge and skills, cultural and linguistic variables, as well as the quality
program’s scope of services. In addition, the guidelines relate to the needs of the businesses
served.

 Evaluation and management practices are individualized to meet specific needs of businesses,
including
 Type of business

 Requirements of client
 Domestic issues
 International issues

 Financial issues
 Governance

 Regulatory constraints
 Management
 Environmental

 International, federal, state, and local regulations and/or policies.
How are evaluations individualized to meet the needs of businesses served?

 The quality program’s professional staff considers a variety of service delivery models and
selects an appropriate model for businesses served.

How does the quality program’s professional staff determine what service delivery model is best
for businesses served?

A variety of service delivery models are available. Professional staff considers the needs and
preferences of businesses.
 The program uses established policies for referring businesses served to other sites or programs
when the needs of businesses served exceed the quality program’s scope or availability of
services.

What are the quality program’s policies when the needs of businesses served exceed the scope or
availability of services?

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