1. S TANDARDS OF P RACTICE SOP Redesign Training 1

2. Q UALITY A SSURANCE S YSTEMS An important aspect of a quality system is to work according to clear and precise standards of practice (SOPs). A standard of practice is a document which describes the regularly recurring operations relevant to the quality of the operations. The purpose of an SOP is to carry out the operations correctly and always in the same manner. 2

3. W HAT DOES IT REALLY DO ? SOP protects both workers and clients. 3

4. SOP P ROTECTS … 4 WORKERS Workers who are following an established SOP can have a greater confidence that their actions are supported by leadership and the underlying statutes and regulations. They will have more success implementing their recommendations in court. They will have fewer corrective case actions.

5. SOP ALSO P ROTECTS … All clients are entitled to consistent service delivery based on established and accepted procedures—not on any one worker’s personal values, and not varying from one geographic area to another. CLIENTS 5

6. C HANGE IS G OOD ! To ensure that SOP is presented in the most useful, usable format, it became necessary to update the layout and format. The decision to do so was based on feedback from both field users and leadership. 6

7. W HAT D IDN ’ T C HANGE ? CONTENT There were very limited change to the existing content. Those changes were limited to providing better transitions between chapter materials or providing clarification within the existing language. ACCESSIBILITY The manual can still be accessed through web pages available through the department’s intranet or internet websites. Forms and other resources can still be found as part of the manual pages. 7

8. C HANGE Y OU ’ LL A PPRECIATE ! It Won’t Ask: “Are you sure?” Working Search Engine Forms Are Easy to Find 8

9. B IG C HANGES Y OU ’ LL L OVE : F ORMAT AND N AVIGATION Navigation Guides that Ensure you Won’t Get Lost Simplified Format that Enhances the Clarity of the Content 9

10. N AVIGATION I S S IMPLIFIED 10 Linear Navigation → No More Linking Between Sections and Chapters Navigation Breadcrumbs at the Top of Every Page Identifies the Path of Links Back to the Table of Contents Chapter and Section Headings are Always Available from the Drop-Down Navigation Tabs at the Left of Every Chapter and Section

11. R EDESIGNED F ORMAT A Clean Separation Between Procedural Steps and Considerations That May Impact Decision- Making (Practice Guidance) Procedural steps are the activities that are required as part of the task. Practice guidance includes, but isn’t limited to, information related to completing the steps, considerations the worker should evaluate as part of decision-making, or contingencies that may arise based on case-specific circumstances. All workers and supervisors are required to follow the instructions contained in SOP, regardless of whether or not those instructions are classified as procedural or practice guidance. 11

12. E XAMPLE Place the contents in the box. Protect fragile items. Seal the box with tape. Address the box. Add appropriate postage. Mail the package. Fragile items may be protected with bubble wrap or newspaper. Postage will depend on the weight of the package. For a list of post offices in your area go to post.office.com. PROCEDURESPRACTICE GUIDANCE 12

13. W HAT IS NOT ON THE NEW SITE ?? Correspondence memorandums and transmittals; Definitions; SOP Clarifications; and Links to legislative websites. 13

14. S O W HAT D O I D O I F I N EED H ELP ? Ask for Help Related to the Website Via Phone or Email: Sarah Cooper or Lisa R. Smith on Your Global Address List Ask for Policy Clarifications or Case Consultation by Making Contact with a Program Specialist in Central Office 14

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16. 16 THANKS FOR YOUR ATTENTION THE END