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Internal Quality Control:
The Tennessee Department of Children's Services Office of Child Safety is continuously searching for innovative ways to assess excellence at the Child Abuse Hotline and within the Investigations division, including the Special Investigations Unit. Rather than rely on anecdotal information or uneven data that may not apply to the entire system, OCS seeks regular and reliable sources of information that helps evaluate performance, make ongoing decisions, and provide an accurate picture for staff and external stakeholders. The OCS has established an Internal Quality Control (IQC) division to define and implement this philosophy and ongoing effort. The Internal Quality Control division is involved in most every aspect of the Office of Child Safety operations. It assures that the division functions efficiently, meets accreditation standards, satisfies its vision and mission statements, and meets standards set in policies and protocols. The Director of Internal Quality Control is responsible for developing, implementing and evaluating audit processes that will not only monitor compliance in hotline and investigative protocols and procedures but also for evaluating the quality of work within those divisions. The Director will provide consistent oversight to these internal reviews and provide information to established Continuous Quality Improvement teams within the Office of Child Safety. The CQI teams will then address results of the internal reviews and develop improvement plans to improve practice and/or policy.
Internal Quality Control at the Child Abuse Hotline:
After a four month pilot of the Quality Call Review audit process at the Child Abuse Hotline, full implementation will begin July 2014. Using the tool below, Hotline staff are assessed monthly on competency expectations in areas such as assessment of safety and risks, compliance with policy and procedure and customer focused government.
Internal Quality Control within Investigations (including the Special Investigations Unit)
Director of Internal Quality Control
Office of Child Safety
Department of Children's Services
State of Tennessee
Nashville, TN 37243